Richard G Dunlap

US Patent:

20220309250, Sep 29, 2022

Filed:

Mar 23, 2021

Appl. No.:

17/209572

Inventors:

- Houston TX, US
Sean Charles Lennon - Derryloughaun East, IE
Salman Mumin Ahmed - Bangalore, IN
Richard Shelby Dunlap - Los Angeles CA, US

International Classification:

G06F 40/35
H04L 12/58
G06N 3/08
G06N 3/04
G06Q 30/00
G06F 40/284

Abstract:

Embodiments described herein are generally directed to training of classification models and their use by a chatbot to identify a customer-specified product support issue and provide appropriate troubleshooting guidance. According to an example, text describing an issue associated with a product line of a vendor is received via the chatbot. A vector representation of the issue is created using a word association model corresponding to the product line and trained based on a set of historical support cases relating to multiple supported issue categories for the product line. It is determined whether the issue matches a category within the supported issue categories for the product line by applying a classification model to the vector representation. When the determination is affirmative, an automated, interactive, conversational troubleshooting dialog is initiated with the user via the chatbot and guided based on a decision tree for the category within the product line.