US 11,379,253 B2 · Training chatbots for remote troubleshooting

Abstract

In an approach to training a chatbot for remote troubleshooting, one or more computer processors receive a request for help with an issue from a user via a chatbot. One or more computer processors extract information associated with the issue from the request. One or more computer processors determine a script is not available to resolve the issue. One or more computer processors request an agent to resolve the issue. One or more computer processors monitor one or more actions performed by the agent to resolve the issue. Based on the one or more actions, one or more computer processors generate a script, wherein the script includes a sequence of commands corresponding to the one or more actions. One or more computer processors store the script.

Claims20

Dependent claims

A computer-implemented method comprising:

receiving, by one or more computer processors, a request for help with an issue from a user via a chatbot;
extracting, by one or more computer processors, information associated with the issue from the request;
determining, by one or more computer processors, a corresponding automation script is not available to resolve the issue;
requesting, by one or more computer processors, an agent to resolve the issue;
monitoring, by one or more computer processors, one or more actions performed by the agent to resolve the issue;
translating, by one or more computer processors, the one or more actions performed by the agent into an automation script language;
based on the translation of the one or more actions, generating, by one or more computer processors, an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions;
and
storing, by one or more computer processors, the automation script.

6 more elements

A computer program product comprising:

one or more computer readable storage media and program instructions collectively stored on the one or more computer readable storage media, the stored program instructions comprising:
program instructions to receive a request for help with an issue from a user via a chatbot;
program instructions to extract information associated with the issue from the request;
program instructions to determine a corresponding automation script is not available to resolve the issue;
program instructions to request an agent to resolve the issue;
program instructions to monitor one or more actions performed by the agent to resolve the issue;
program instructions to translate the one or more actions performed by the agent into an automation script language;
based on the translation of the one or more actions, program instructions to generate an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions;
and
program instructions to store the automation script.

7 more elements

A computer system comprising:

one or more computer processors;
one or more computer readable storage media;
program instructions collectively stored on the one or more computer readable storage media for execution by at least one of the one or more computer processors, the stored program instructions comprising:
program instructions to receive a request for help with an issue from a user via a chatbot;
program instructions to extract information associated with the issue from the request;
program instructions to determine a corresponding automation script is not available to resolve the issue;
program instructions to request an agent to resolve the issue;
program instructions to monitor one or more actions performed by the agent to resolve the issue;
program instructions to translate the one or more actions performed by the agent into an automation script language;
based on the translation of the one or more actions, program instructions to generate an automation script, wherein the automation script includes a sequence of commands corresponding to the one or more actions;
and
program instructions to store the automation script.

9 more elements

Dependencies are inferred from the claim text.

Training chatbots for remote troubleshooting

Life of this patent

Training chatbots for remote troubleshooting

Life of this patent

Abstract

Claims20