Patent ID: 10726203

Abstract:
System(s)/method(s) relate to machine learning to automatically respond for troubleshooting a device. A programmed computer system obtains a training dataset from at least one database including historical customer complaint records and maintenance service records with resolution codes. The training dataset is parsed by a natural language extraction engine to extract data including extracting keyword data from the historical customer complaint records. The extracted data is grouped into bags-of-words with a natural language association engine. The bags-of-words are mapped to one or more of the resolution codes with an SVM to provide corresponding mapping vectors. A current customer complaint record is received and information therein is parsed to provide a request bag-of-words. One or more of the mapping vectors having one or more most likely fits to the request bag-of-words is determined. One or more of the resolution codes associated with the one or more of the mapping vectors is provided.