发明名称 |
SPECTRAL DIAGNOSTIC ENGINE FOR CUSTOMER SUPPORT CALL CENTER |
摘要 |
A collective matrix is constructed, having a diagnostic sessions dimension and a diagnostic state descriptors dimension. The diagnostic state descriptors dimension includes a plurality of symptom fields, a plurality of root cause fields, and a plurality of solution fields. Collective matrix factorization of the collective matrix is performed to generate a factored collective matrix comprising a sessions factor matrix embedding diagnostic sessions and a descriptors factor matrix embedding diagnostic state descriptors. An in-progress diagnostic session is embedded in the factored collective matrix. A symptom or solution is recommended for evaluation in the in-progress diagnostic session based on the embedding. The diagnostic state descriptors dimension may further include at least one information field storing a representation (for example, a bag-of-words representation) of a semantic description of a problem being diagnosed by the in-progress diagnostic session. |
申请公布号 |
EP3032472(A1) |
申请公布日期 |
2016.06.15 |
申请号 |
EP20150196153 |
申请日期 |
2015.11.24 |
申请人 |
XEROX CORPORATION |
发明人 |
PEREZ, JULIEN;BOUCHARD, GUILLAUME M. |
分类号 |
G06Q10/00;G06F11/00;G06F17/10;G06Q30/00 |
主分类号 |
G06Q10/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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