US 2022/0101148 A1 · MACHINE LEARNING ENHANCED TREE FOR AUTOMATED SOLUTION DETERMINATION

Abstract

Some embodiments of the present invention are directed towards techniques for building and using machine learning enhanced trees for automated solution determination in a technical support context. Historical technical support records with associated problems, actions and results are received and clustered. A solution determination tree is constructed from the clustered actions, and a machine learning model is trained to predict which action will lead to a solution based on an accumulated data set including a problem and subsequent results from previous actions. Using the solution determination tree and the machine learning model, classes of actions are recommended based on accumulated data for an incoming support request/problem or a result resulting from a executing a previously recommended action.

Claims18

Dependent claims

A computer-implemented method (CIM) comprising:

receiving a historical technical support records data set including a plurality of technical support records, where a technical support record includes at least one problem description, at least one support action description and at least one result description;
clustering the problem descriptions, action descriptions and result descriptions;
constructing a solution tree data structure based, at least in part, on the clustered descriptions;
and
building a machine learning model to predict solutions to reported problems based, at least in part, on the solution tree.

2 more elements

A computer program product (CPP) comprising:

a machine readable storage device;
and
computer code stored on the machine readable storage device, with the computer code including instructions for causing a processor(s) set to perform operations including the following:
receiving a historical technical support records data set including a plurality of technical support records, where a technical support record includes at least one problem description, at least one support action description and at least one result description,
clustering the problem descriptions, action descriptions and result descriptions,
constructing a solution tree data structure based, at least in part, on the clustered descriptions, and
building a machine learning model to predict solutions to reported problems based, at least in part, on the solution tree.

4 more elements

A computer system (CS) comprising:

a processor(s) set;
a machine readable storage device;
and
computer code stored on the machine readable storage device, with the computer code including instructions for causing the processor(s) set to perform operations including the following:
receiving a historical technical support records data set including a plurality of technical support records, where a technical support record includes at least one problem description, at least one support action description and at least one result description,
clustering the problem descriptions, action descriptions and result descriptions,
constructing a solution tree data structure based, at least in part, on the clustered descriptions, and
building a machine learning model to predict solutions to reported problems based, at least in part, on the solution tree.

5 more elements

Dependencies are inferred from the claim text.

Machine learning enhanced tree for automated solution determination

Life of this patent

Machine learning enhanced tree for automated solution determination

Life of this patent

Abstract

Claims18