Patent ID: 11971913
Assignee: SAP SE
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G

Claim 0:
1. A method comprising:
obtaining historical data comprising a history of support interactions including historical issues and prior solutions to the historical issues;
determining a number of most used prior solutions from the prior solutions to the historical issues;
determining correlations between the most used prior solutions;
generating clusters of the most used prior solutions and one or more associated historical issues;
determining keywords from the historical issues and associated most used prior solutions;
generating labels for each cluster based on the determined keywords;
generating a plurality of questions to be presented to a user to obtain issue information from the user, each question associated with at least one cluster; and
automatically generating, using one or more computing device, a support tree comprising a plurality of clusters of nodes, each cluster containing a plurality of nodes, a label for the cluster from the generated labels, and an associated question of the plurality of questions,
wherein each node of the plurality of nodes is indicative of both at least one associated historical issues and at least one solution to the one or more associated historical issues from the clusters of most used prior solutions.