DIRECTING COMMUNICATIONS TO A DESTINATION

Organization Name

microsoft technology licensing, llc

Inventor(s)

Ivan Barrientos of Seattle WA (US)

Suhas Ranganath of Bengaluru (IN)

Daniel Yehdego of Bothell WA (US)

Kiran Rama of Bangalore (IN)

DIRECTING COMMUNICATIONS TO A DESTINATION - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240202738 titled 'DIRECTING COMMUNICATIONS TO A DESTINATION

Simplified Explanation:

This patent application describes a computing system that collects customer support information, such as transcripts of communication during a support session, and uses a machine learning model to generate a routing score. The system then identifies a destination to communicate the customer support report based on this score.

Key Features and Innovation:

Computing system collects customer support information and generates a routing score using a machine learning model.
Training data from other customer support sessions, including root cause indication and outcome characterization, is used to train the machine learning model.
The system identifies a destination for the customer support report based on the routing score.
Customer support report includes relevant information from the support session.
Communication of the report is directed to the identified destination.

Potential Applications: This technology can be applied in various customer support settings to improve routing and communication efficiency.

Problems Solved: This technology addresses the challenge of efficiently routing customer support reports to the appropriate destination based on the content of the support session.

Benefits:

Improved efficiency in routing customer support reports.
Enhanced communication in customer support sessions.
Better utilization of machine learning in customer support processes.

Commercial Applications: Title: Enhanced Customer Support Routing System This technology can be utilized by customer support centers, call centers, and helpdesk services to streamline communication processes and improve overall customer satisfaction.

Prior Art: Readers can explore prior art related to customer support routing systems, machine learning in customer support, and communication technologies in customer service industries.

Frequently Updated Research: Stay updated on advancements in machine learning applications in customer support and communication technologies for customer service industries.

Questions about Customer Support Routing System: 1. How does this technology improve customer support efficiency? 2. What are the key components of the machine learning model used in this system?

Original Abstract Submitted

a computing system collects customer support information about the customer support session including a transcript of communications associated with the customer support session. the computing system generates a routing score based on the customer support information about the customer support session using a machine learning model. the machine learning model is trained by training data from other customer support sessions, the training data from each other customer support session including a root cause indication qualified by customer input characterizing an outcome of that customer support session. the computing system identifies a destination for communicating the customer support report of the customer support session based on the routing score satisfying a routing condition for the destination. the customer support report includes some of the customer support information from the customer support session. the computing system directs communication of the customer support report for the customer support session to the identified destination.