US Patent Application 17828203. AUTOMATED CUSTOMER SELF-HELP SYSTEM simplified abstract

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AUTOMATED CUSTOMER SELF-HELP SYSTEM

Organization Name

Microsoft Technology Licensing, LLC==Inventor(s)==

[[Category:Raymond Robert Ringhiser of Maple Valley WA (US)]]

[[Category:Ravikumar Venkata- Seetharama Bandaru of Harrow (GB)]]

AUTOMATED CUSTOMER SELF-HELP SYSTEM - A simplified explanation of the abstract

This abstract first appeared for US patent application 17828203 titled 'AUTOMATED CUSTOMER SELF-HELP SYSTEM

Simplified Explanation

The patent application describes methods, systems, and computer programs for providing self-help to users.

  • The methods involve detecting a user's request for self-help and obtaining a score for a set of historical self-help cases using machine learning models.
  • The first score is obtained using a rule mining model, while the second score is obtained using a similarity model based on user information.
  • The combined score for each case is calculated based on the first and second scores, and the set of cases is ranked accordingly.
  • The information for at least one of the cases is presented on a user interface based on the ranking.


Original Abstract Submitted

Methods, systems, and computer programs are presented for providing self-help. One method includes operations for detecting a request for self-help for a user, and obtaining, using a first ML model for rule mining, a first score for a set of cases from a database of historical cases of self-help for aiding users. The method further includes an operation for obtaining, using a second ML model for similarity based on user information, a second score for each case based on a similarity between and an environment of the user requesting self-help and an environment of each case. Further, the method includes obtaining a combined score for each case based on the first score and the second score, and ranking the set of cases based on the combined score. The information for at least one of the cases is presented on a user interface (UI) based on the ranking.

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