US 12,008,025 B2
Method and system for augmenting a question path graph for technical support
Shelesh Chopra, Bangalore (IN); Parminder Singh Sethi, Punjab (IN); Akanksha Goel, Faridabad (IN); and Kanika Kapish, Muzaffarnagar (IN)
Assigned to EMC IP HOLDING COMPANY LLC, Hopkinton, MA (US)
Filed by EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed on Oct. 15, 2021, as Appl. No. 17/502,197.
Prior Publication US 2023/0118212 A1, Apr. 20, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 16/00 (2019.01); G06F 16/33 (2019.01); G06F 16/332 (2019.01); G06F 16/901 (2019.01); H04L 41/5074 (2022.01)
CPC G06F 16/3329 (2019.01) [G06F 16/3326 (2019.01); G06F 16/3346 (2019.01); G06F 16/9024 (2019.01); H04L 41/5074 (2013.01)] 15 Claims
OG exemplary drawing
 
1. A method for managing a technical support session (TSS), comprising:
receiving, as part of the TSS, a technical support correspondence (TSC), wherein the TSC is converted into a text format and is cleaned to obtain a cleaned TSC, wherein the cleaned TSC is classified as a first question;
determining, using a machine learning algorithm evaluating the TSS in real-time, a technical support issue (TSI) for the TSS,
wherein the TSI is used to identify a historical TSS, wherein a second question is identified from the historical TSS,
wherein, based on the TSI, a ranking request comprising the first question and the second question is sent to a technical support person (TSP), wherein, in response to the ranking request, a ranking of the first question and the second question is received from the TSP, wherein, based on the ranking, the first question is determined as useful in resolving the TSI, wherein the first question and the second question are referred as a question sequence, wherein, based on at least the question sequence, a question path graph (QPG) is generated;
identifying that the QPG is associated with the TSI, wherein the QPG comprises a plurality of nodes and a plurality of directed edges connecting the plurality of nodes;
identifying a first node of the plurality of nodes in the QPG corresponding to the first question;
identifying a portion of the QPG, wherein the portion of the QPG only comprises the first node and one or more nodes of the plurality of nodes that are downstream of the first node; and
displaying on a graphical user interface the portion of the QPG and a likelihood of success information (LSI) to the TSP during the TSS, wherein the LSI indicates a likelihood that a specific question path will result in a successful resolution of the TSI.