Deep learning model for cloud based technical support automation

A method for facilitating generating an answers to questions pertaining to a computing environment, the method comprising:

• receiving an input query pertaining to the computing environment;
• determining if the input query can be answered with a predetermined degree of confidence by a first neural network, and providing a first signal in response thereto;
• using the first neural network to generate a first answer to the input query when the input query can be answered with the predetermined degree of confidence, as indicated by the first signal;
• and
• employing a second neural network to provide a second answer to the input query when the input query cannot be answered by the first neural network with the predetermined degree of confidence, as indicated by the first signal.

An apparatus comprising:

• one or more processors;
• logic encoded in one or more non-transitory media for execution by the one or more processors and when executed operable for:
• receiving an input query pertaining to a computing environment;
• determining if the input query can be answered with a predetermined degree of confidence by a first neural network, and providing a first signal in response thereto;
• using the first neural network to generate a first answer to the input query when the input query can be answered with the predetermined degree of confidence, as indicated by the first signal;
• and
• employing a second neural network to provide a second answer to the input query when the input query cannot be answered by the first neural network with the predetermined degree of confidence, as indicated by the first signal.