Machine learning model and associated methods thereof for providing automated support

A non-transitory machine readable storage medium having stored thereon instructions for performing a method, comprising machine executable code which when executed by at least one machine, causes the machine to:

• utilize a training model to predict a problem category for a support case indicating a problem associated with a device;
• wherein the training model predicts the problem category based on a feature extracted from information included in the support case;
• determine from the training model a plurality of proximate support cases based on a distance between the support case and the proximate support cases in a virtual space assigned to the predicted problem category;
• determine from the training model, relevance of each proximate support case to the support case;
• and
• output a resolution code for the support case based on the determined relevance of each proximate support case.

An apparatus comprising:

• a memory containing machine readable medium comprising machine executable code having stored thereon instructions;
• and a processor coupled to the memory to execute the machine executable code to:
• predict a problem category for a support case indicating a problem associated with a device;
• wherein the problem category is predicted from a training model based on a feature extracted from information included in the support case;
• utilize the training model to identify a plurality of proximate support cases based on a distance between the support case and the plurality of proximate support cases within a virtual space assigned to the predicted problem category;
• determine relevance of each proximate support case to the support case from the training model;
• and
• output a resolution code for the support case based on the determined relevance of each proximate support case.