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

Claim 18:
19. One or more non-transitory computer readable storage media comprising instructions that, when executed by at least one processor associated with a humanoid of a customer support system, are operable to:
train each machine learning model of a plurality of machine learning models through self-learning to handle support issues associated with a corresponding customer support campaign of a plurality of customer support campaigns and update 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;
receive a communication from a customer, the communication being associated with a support issue;
cleanse and normalize the communication to eliminate noise and enable analysis of the communication;
identify a customer support campaign corresponding to the support issue to be handled on behalf of the customer;
identify at least one machine learning model 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;
determine 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;
communicate with the customer using the at least one machine learning model, at least one outbound communication mimicking human dialog; and
perform, 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.