US 11,809,471 B2
Method and system for implementing a pre-check mechanism in a technical support session
Shelesh Chopra, Bangalore (IN); Parminder Singh Sethi, Punjab (IN); and Akanksha Goel, Faridabad (IN)
Assigned to EMC IP HOLDING COMPANY LLC, Hopkinton, MA (US)
Filed by EMC IP Holding Company LLC, Hopkinton, MA (US)
Filed on Oct. 15, 2021, as Appl. No. 17/502,177.
Prior Publication US 2023/0122945 A1, Apr. 20, 2023
Int. Cl. G06F 16/00 (2019.01); G06F 16/332 (2019.01); G06F 16/33 (2019.01); H04L 41/5074 (2022.01); G06F 18/22 (2023.01)
CPC G06F 16/3329 (2019.01) [G06F 16/3326 (2019.01); G06F 16/3344 (2019.01); G06F 18/22 (2023.01); H04L 41/5074 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A method for managing a technical support session, comprising:
obtaining a technical support question from a first technical support person (TSP) that is conducting the technical support session;
converting the technical support question into a clean text format to generate a converted technical support question, wherein converting comprises:
identifying and correcting at least one of grammatical or punctuation mistakes;
storing the converted technical support question in a storage of a technical support system;
determining, after the storing and using machine learning, that the converted technical support question is a duplicate of a plurality of prior converted technical support questions;
in response to the determination, obtaining a plurality of quality scores, wherein each of the plurality of quality scores is associated with a corresponding one of the plurality of prior converted technical support questions;
displaying the plurality of quality scores and the plurality of prior converted technical support questions to the first TSP in a user interface on a technical support system that the first TSP is using to conduct the technical support session;
after the technical support session ends,
sending a ranking request to the first TSP, wherein the ranking request specifies a chosen one of the prior converted technical support questions;
obtaining, in response to the ranking request, a ranking response from the first TSP; and
updating a quality score of the plurality of quality scores associated with the chosen one of the prior converted technical support questions based on the ranking response.