CPC G06Q 30/016 (2013.01) [G06F 16/338 (2019.01); G06F 16/35 (2019.01); G06N 20/00 (2019.01)] | 20 Claims |
1. A method, comprising:
obtaining a plurality of clusters of historical customer service data records, wherein a clustering of the historical customer service data records is based at least in part on a plurality of features extracted from the historical customer service data records;
obtaining a plurality of processor-readable data record processing guidebooks, wherein each of the plurality of processor-readable data record processing guidebooks is associated with a different cluster of the plurality of clusters, and wherein each of the processor-readable data record processing guidebooks is generated by performing the following steps for each of one or more of the plurality of clusters:
(i) extracting a plurality of activity features and a plurality of solution features from the historical customer service data records in the respective cluster;
(ii) clustering, within the respective cluster, a first set of possible independent computer-implemented actions, using the extracted plurality of activity features, identified in the plurality of historical customer service data records from the respective cluster, and
(iii) clustering, within the respective cluster, a second set of possible solutions, using the extracted plurality of solution features, identified in the plurality of historical customer service data records from the respective cluster;
performing the following steps, in response to obtaining a customer service data record to be processed, wherein the plurality of clusters and the plurality of processor-readable data record processing guidebooks are generated prior to the obtaining of the customer service data record to be processed:
processing the customer service data record to extract a plurality of features related to the customer service data record, wherein the plurality of features comprises a representation of a problem associated with the customer service data record;
processing the customer service data record to assign the customer service data record to a given cluster of the plurality of clusters of customer service data records based at least in part on the extracted plurality of features;
selecting, using the assigned given cluster, a given processor-readable data record processing guidebook of the plurality of processor-readable data record processing guidebooks, wherein the given processor-readable data record processing guidebook is associated with the assigned given cluster, wherein the given processor-readable data record processing guidebook identifies one or more independent computer-implemented actions to perform to address the problem; and
processing the customer service data record using at least one of the independent computer-implemented actions of the selected processor-readable data record processing guidebook;
wherein the method is performed by at least one processing device comprising a processor coupled to a memory.
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