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 |
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.
|