Title:
GRANULAR TAXONOMY FOR CUSTOMER SUPPORT AUGMENTED WITH AI
Document Type and Number:
WIPO Patent Application WO/2024/050528
Kind Code:
A3
Abstract:
A computer-implemented method for augmenting customer support is disclosed in which a granular taxonomy is formed to classify tickets based on customer issue topic. A dashboard and user interface of performance metrics may be generated for the topics in the taxonomy. Recommendations may also be generated to aid servicing customer support issues for topics in the taxonomy. This may include generating information to aid in determining topics for generating automated responses or generating recommended answers for particular topics. In some implementations, an archive of historic tickets is used to generate training data for a machine learning model to classify tickets.
Inventors:
GHOCHE SAMI (US)
LIAO EJ (US)
KHOUJA JUDE (US)
SHARMA DEV (US)
LU YI (US)
MAN JAMES (US)
GALADA SAMBHAV (US)
SUN CAROLYN (US)
YUEN HOLMAN (US)
KONG SUNNY (US)
XING WEITIAN (US)
NASR ANTOINE (US)
KISELBACH DUSTIN (US)
KIM ANDREW (US)
LAIRD ANDREW (US)
GAN LEWIS (US)
CARTER NICK (US)
WU SALINA (US)
WU MADELINE (US)
LIAO EJ (US)
KHOUJA JUDE (US)
SHARMA DEV (US)
LU YI (US)
MAN JAMES (US)
GALADA SAMBHAV (US)
SUN CAROLYN (US)
YUEN HOLMAN (US)
KONG SUNNY (US)
XING WEITIAN (US)
NASR ANTOINE (US)
KISELBACH DUSTIN (US)
KIM ANDREW (US)
LAIRD ANDREW (US)
GAN LEWIS (US)
CARTER NICK (US)
WU SALINA (US)
WU MADELINE (US)
Application Number:
PCT/US2023/073339
Publication Date:
April 25, 2024
Filing Date:
September 01, 2023
Export Citation:
Assignee:
FORETHOUGHT TECH INC (US)
International Classes:
G06N20/00; G06F18/20; G06F18/24; G06Q30/015
Attorney, Agent or Firm:
VAN GIESON, Edward et al. (US)
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