Patent ID: 11915205
Assignee: EMC IP HOLDING COMPANY LLC
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 7:
8. A non-transitory computer readable medium comprising computer readable program code to:
enable a customer, via a client, to determine that a technical support session (TSS) between the client and a first computing device (CD) of a technical support person (TSP) needs to be initiated to address a technical support issue that has occurred on the client,
wherein the client and the first CD are operably connected to each other over a combination of wired and wireless connections, wherein the client is a second CD that comprises at least integrated circuitry that performs services for the customer;

once the TSS has been:
receive a first technical support correspondence (TSC) in an audio format from the customer via the TSS at a first time, wherein the first TSC's audio format is converted into a grammatically correct text format using a physical hardware component located in the first CD;
receive a second TSC in a text format from the customer via the TSS at a second time, wherein the second time is after the first time;
classify each of the first TSC and the second TSC as an imperative question;
make, based on the classifying and using a gradient-boosting model, a determination that the second TSC is a duplicative of the first TSC;
based on the determination, update a storage device located in the first CD to indicate that the second TSC is duplicative of the first TSC and visually identify on a graphical user interface (GUI) located in the first CD that the second TSC is duplicative of the first TSC; and
in response to the determination, make a second determination that a duplicate technical support question threshold for the TSS has been satisfied;

in response to satisfying the duplicate technical support question threshold for the TSS:
extract at least one keyword from the second TSC, wherein the at least one keyword is prompted to the TSP for the extract;
identify a plurality of historical TSSs using the at least one keyword, wherein the plurality of historical TSSs were denoted as successfully addressing the technical support issue; and
display, on the GUI, at least one of the plurality of historical TSSs to the TSP during the TSS.