Patent ID: 9177319
Filing Date: 2015-11-03
Classification: G06Q

Abstract:
1. A computer-implemented method for processing customer communications, comprising: generating, by a computer system, a tree associated with services of a resource provider, nodes of the tree indicative of the services and associated support classes of the resource provider, the services offered to a plurality of customers based at least in part on device configurations of the resource provider remotely usable by the plurality of customers; obtaining, by the computer system, a plurality of structured customer communications over a period of time, a structured customer communication of the plurality of structured customer communications formatted based at least in part on a predefined field of an interface, by at least: inferring, by the computer system, customer information indicating a potential device configuration of the resource provider associated with the obtained plurality of structured customer communications, the inferring comprising: setting a device configuration remotely utilized by the customer from the device configurations of the resource provider as the potential device configuration based at least in part on analyzing the obtained plurality of structured customer communications and the inferred customer information; determining one or more support classes that are relevant to the analyzed obtained plurality of structured customer communications based at least in part on the device configuration and the node representing the potential service; determining whether to initiate support workflows relevant to the determined one or more support classes; and based at least in part on determining that the support workflows should be initiated: