CPC G06N 5/022 (2013.01) [G06F 40/30 (2020.01)] | 19 Claims |
1. A method for processing assisted support data to increase a self-support knowledge base, comprising:
receiving assisted support data comprising a record of an interaction between a first user and a support professional, the assisted support data further comprising metadata descriptive of one or more actions performed by the support professional during the interaction;
converting the metadata of the assisted support data to human-readable text descriptive of the one or more actions performed by the support professional during the interaction;
extracting a support data set from the assisted support data, wherein the support data set comprises the human-readable text descriptive of the one or more actions performed by the support professional during the interaction;
providing the support data set to a device of the support professional;
receiving feedback related to the support data set from the device of the support professional, the feedback comprising a content readiness variable indicating a degree to which the support data set is ready to be included in the self-support knowledge base;
determining, based on the content readiness variable, whether the support data set is ready to be used for self-support; and
based on the determining, adding the support data set to the self-support knowledge base, wherein the self-support knowledge base is accessible by a plurality of users.
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