Abstract
Techniques are described herein to automatically generate Frequently Asked Questions (FAQs) during the initial problem analysis of a given issue. The conversation transcripts of successfully resolved recent cases are analyzed using a supervised machine learning model to predict the initial problem analysis phase of a conversation and to extract FAQs asked during this phase. The extracted FAQs are displayed to the customer at the time the case is opened, thereby accelerating the problem solving process and augmenting the support engineer's troubleshooting capabilities.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Arunachalam, Chidambaram; Dahir, Hazim; and Luqman, Alka, "MACHINE LEARNING-BASED GENERATION OF CONTEXTUAL FREQUENTLY ASKED QUESTIONS FOR PROBLEM ANALYSIS IN SUPPORT ENGAGEMENTS", Technical Disclosure Commons, (March 08, 2019)
https://www.tdcommons.org/dpubs_series/2014