Guided problem resolution using machine learning

A non-transitory computer-readable storage medium comprising program instructions, which, when executed by one or more processors of a computing system, perform a method comprising:

• receiving problem information from a user interface, wherein
• the problem information is received at a resolution identification system, and
• the problem information describes one or more characteristics of a problem;
• receiving product information at the resolution identification system, wherein
• the product information describes one or more characteristics of a product;
• performing machine learning analysis of the problem information and the product information, wherein
• the machine learning analysis produces one or more model outputs,
• the machine learning analysis is performed by a machine learning system of the resolution identification system,
• the machine learning analysis is performed using one or more machine learning models, and
• each of the one or more machine learning models produces a corresponding one of the one or more model outputs;
• generating resolution information by performing an action identification operation using the one or more model outputs;
• and
• outputting the resolution information from the resolution identification system, wherein the resolution information is output to the user interface.

A system comprising:

• one or more processors;
• and
• a computer-readable storage medium coupled to the one or more processors, comprising
• program instructions, which, when executed by the one or more processors,
• perform a method comprising
• receiving problem information from a user interface, wherein
• the problem information is received at a resolution identification system, and
• the problem information describes one or more characteristics of a problem;
• receiving product information at the resolution identification system, wherein the product information describes one or more characteristics of a product;
• performing machine learning analysis of the problem information and the product information, wherein
• the machine learning analysis produces one or more model outputs,
• the machine learning analysis is performed by a machine learning system of the resolution identification system,
• the machine learning analysis is performed using one or more machine learning models, and
• each of the one or more machine learning models produces a corresponding one of the one or more model outputs;
• generating resolution information by performing an action identification operation using the one or more model outputs;
• and
• outputting the resolution information from the resolution identification system, wherein
• the resolution information is output to the user interface.