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

Claim 12:
13. An apparatus comprising:
a communication interface configured to enable network communications;
one or more memories configured to store data, the data including 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; and
one or more processors coupled to the communication interface and memory and configured to perform operations including:
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 a customer support system, the humanoid comprising a computer executed process that mimics human dialog;
receiving a communication from a customer, the communication being associated with a support issue;
cleansing and normalizing the communication to eliminate noise and enable analysis of the communication;
identifying a customer support campaign corresponding to the support issue for the customer;
referencing information stored in the one or more memories 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 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 that the apparatus is to address the support issue when the at least one machine learning model indicates that the apparatus is able to address the support issue with a confidence score above a threshold value;
communicating with the customer using the at least one machine learning model, the communicating mimicking human dialog; and
performing, 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.