Patent ID: 11875362
Assignee: CISCO TECHNOLOGY, INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. A computer-implemented method comprising:
storing, in a database of a customer support system, a plurality of machine learning models, each machine learning model being associated with a corresponding customer support campaign of a plurality of customer support campaigns;
training each machine learning model of the plurality of machine learning models through self-learning to handle support issues associated with the corresponding customer support campaign and updating the plurality of machine learning models to dynamically improve performance by a humanoid of the customer support system, the humanoid comprising a computer executed process that mimics human dialog;
receiving, at the customer support system, a communication from a customer, the communication being associated with a support issue;
cleansing and normalizing, by the customer support system, the communication to eliminate noise and enable analysis of the communication;
identifying, by the humanoid, a customer support campaign corresponding to the support issue for the customer;
referencing, by the humanoid, information stored in the database to identify at least one machine learning model, of the plurality of machine learning models, associated with the customer support campaign based on a type of the customer support campaign, the at least one machine learning model being trained to facilitate communications by the humanoid with the customer and resolve support requests in connection with the customer support campaign, the at least one machine learning model being trained by receiving an input regarding at least one previous support issue associated with the at least one machine learning model;
determining, by the humanoid, that the humanoid is to address the support issue when the at least one machine learning model indicates that the humanoid is able to address the support issue with a confidence score above a threshold value;
communicating, by the humanoid, with the customer using the at least one machine learning model; and
performing, by the humanoid and via an application program interface, a support action to automatically resolve the support issue, the performing the support action including activating a plugin to process data or cause another module to process data provided by or for the customer to resolve the support issue by coordinating provision of hardware or software items, the activating the plugin to process data or cause another module to process data including decoding a crash file to identify a bug causing a problem.