Article-suggestion system for automatically resolving customer-service requests

A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for automatically suggesting helpful articles to resolve a customer request, comprising:

• receiving the customer request, wherein the customer request is associated with a product or a service used by the customer;
• feeding words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request;
• comparing the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles;
• and
• if the customer request matches one or more help center articles, presenting the one or more help center articles to the customer to facilitate automatically resolving the customer request.

A system that suggests helpful articles to automatically resolve a customer request, comprising:

• at least one processor and at least one associated memory;
• and
• a request-processing mechanism that executes on the at least one processor, wherein during operation, the request-processing mechanism:
• receives the customer request, wherein the customer request is associated with a product or a service used by the customer;
• feeds words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request;
• compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles;
• and
• if the customer request matches one or more help center articles, presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.