Collaborative user support portal

A computer-implemented method comprising:

• causing display, via a user device, of a graphical user interface (GUI) to receive a support request for an issue;
• receiving, via the GUI presented via the user device, a user input for the support request, wherein the user input includes user data associated with a user account of a user and issue description data that includes a natural language input describing an issue description of the issue;
• authenticating the user using the user data;
• processing, as the user input is being received via the GUI and using a semantic parser of a natural language understanding (NLU) engine, the natural language input to generate a structured representation of the issue description, wherein the structured representation is machine-readable code that is utilized by one or more computing devices to identify the issue;
• processing, as the user input is being received via the GUI and using the semantic parser of the NLU engine, keywords that identify the issue description;
• retrieving, based at least in part on the keywords, one or more rules of a plurality of rules maintained in a rule knowledge base maintained by a server device;
• generating a diagnostic diagram associated with the structured representation using the one or more rules;
• automatically updating, without receiving further input from the user and based at least in part on the keywords, the GUI presented via the user device to display the diagnostic diagram associated with a structured representation that includes a visual representation of the issue description and one or more connections or relations between components within the issue description, wherein the components and at least one connection or relation between the components are displayed within the diagnostic diagram presented via the GUI in real-time as the user input is being received and prior to an entirety of the user input being received;
• determining, using one or more models, one or more suggestions to resolve the issue based at least in part on the issue description;
• and
• automatically updating, without receiving the further input from the user, the GUI presented via the user device to visually depict the one or more suggestions.

One or more non-transitory computer-readable media storing computer executable instructions that, when executed, cause one or more processors to perform operations comprising:

• causing display, via a user device, of a graphical user interface (GUI) to receive a support request for an issue;
• receiving, via the GUI presented via the user device, a user input for the support request, wherein the user input includes user data associated with a user account of a user and issue description data that includes a natural language input describing an issue description of the issue;
• authenticating the user using the user data;
• processing, as the user input is being received and using a semantic parser of a natural language understanding (NLU) engine, the natural language input to generate a structured representation of the issue description, wherein the structured representation is machine-readable code that is utilized by one or more computing devices to identify the issue;
• processing, as the user input is being received via the GUI and using the semantic parser of the NLU engine, keywords that identify the issue description;
• retrieving, based at least in part on the keywords, one or more rules of a plurality of rules maintained in a rule knowledge base maintained by a server device;
• generating a diagnostic diagram associated with the structured representation using the one or more rules;
• automatically updating, without receiving further input from the user and based at least in part on the keywords, the GUI presented via the user device to display the diagnostic diagram associated with the structured representation that includes a visual representation of the issue description, wherein components associated with the issue description and at least one connection or relation between the components are displayed within the diagnostic diagram presented via the GUI in real-time as the user input is being received and prior to an entirety of the user input being received;
• determining, using one or more models, one or more suggestions to resolve the issue based at least in part on the issue description;
• and
• automatically updating, without receiving the further input from the user, the GUI presented via the user device to visually depict a prompt for additional information based at least in part on the one or more suggestions.