Ronald C Raymond

US Patent:

20200279180, Sep 3, 2020

Filed:

May 18, 2020

Appl. No.:

16/877063

Inventors:

Mengjie Yu - Folsom CA, US
Lawrence K. Fraser - Shingle Springs CA, US
Can Cui - San Jose CA, US
Ronald J. Raymond - Sacramento CA, US
Jennifer L. Middlekauff - Fair Oaks CA, US
Patrick Liam Yates - Rancho Cordova CA, US
Oliver Wu Chen - El Dorado Hills CA, US
Stephen E. Nicol - Spencer MA, US
Johnny R. Cutright - Gaston OR, US
Shebin Kurian - Kerala, IN
Anaha R. Atri - Bangalore, IN
Satrajit Maitra - Kolkata, IN
Anitha Selvaraj - Bangalore, IN

International Classification:

G06N 5/04
G06Q 30/00
G06N 20/00

Abstract:

In one embodiment, a computing device includes processing circuitry to predict outcomes of unresolved customer support cases. For example, the processing circuitry: receives a request to predict an outcome of an unresolved customer support case; extracts a set of features from a case record for the unresolved case, including a set of categorical features and a set of textual features; encodes the set of categorical and textual features into numerical representations; predicts the outcome of the unresolved customer support case using a trained case prediction model, wherein the trained case prediction model generates a predicted outcome based on the encoded categorical and textual features; and performs a corresponding customer support action based on the predicted outcome of the unresolved customer support case.