公开(公告)号：US20210264305A1

公开(公告)日：2021-08-26

申请号：US16796039

申请日：2020-02-20

Applicant: NETAPP, INC.

Inventor： Vedavyas Bhamidipati ,  Prajwal V

IPC: G06N7/00 ,  G06K9/62

Abstract: Computing technology for managing support requests are provided. The technology includes a processor executable application programming interface (API) that receives a support case indicating a problem associated with a device. The API utilizes a training model to predict a problem category for the support case. The training model predicts the problem category based on a feature extracted from information included in the support case. The training model further identifies a plurality of proximate support cases based on a distance between the support case and the proximate support cases within a virtual space assigned to the predicted problem category; determines relevance of each proximate support case to the support case; and outputs a resolution code for the support case based on the determined relevance of each proximate support case.

公开(公告)号：US11971779B2

公开(公告)日：2024-04-30

申请号：US16796039

申请日：2020-02-20

Applicant: NETAPP, INC.

Inventor： Vedavyas Bhamidipati ,  Prajwal V

IPC: G06F11/07 ,  G06F18/214 ,  G06F18/22 ,  G06F18/2415 ,  G06N5/022 ,  G06N5/04

CPC classification number: G06F11/0793 ,  G06F18/2155 ,  G06F18/22 ,  G06F18/2415 ,  G06N5/022 ,  G06N5/04

Abstract: Computing technology for managing support requests are provided. The technology includes a processor executable application programming interface (API) that receives a support case indicating a problem associated with a device. The API utilizes a training model to predict a problem category for the support case. The training model predicts the problem category based on a feature extracted from information included in the support case. The training model further identifies a plurality of proximate support cases based on a distance between the support case and the proximate support cases within a virtual space assigned to the predicted problem category; determines relevance of each proximate support case to the support case; and outputs a resolution code for the support case based on the determined relevance of each proximate support case.