Technical Support Session Ranking System for Resolution Efficiency
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Solution Overview
Problem
Customers often face issues with computing systems that they cannot resolve internally, leading to the need for technical support, and existing support systems lack efficient methods to provide real-time feedback to technical support personnel to effectively address these issues.
Innovation Solution
A technical support system that analyzes technical support sessions in real-time and historical data to provide visual feedback to support personnel, including ranking questions, identifying relevant historical sessions, and generating question path graphs to aid in issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If technical support personnel manually review each customer issue without historical data reference, then they can provide personalized support, but the resolution time increases and efficiency decreases
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and ranking historical technical support sessions before the current session begins. Historical sessions are pre-processed, indexed, and ready for immediate comparison, allowing support personnel to quickly reference past solutions without manual search during the active support interaction.
Solution Approach 2:
The system provides real-time feedback to support personnel by displaying relevant historical sessions and suggested responses during the active support conversation. This feedback loop enables support staff to see how similar issues were previously resolved and adjust their approach accordingly, improving efficiency while maintaining personalized service.
2Reliability
If the system provides real-time visual feedback with historical data, then support quality improves, but system complexity increases
Solution Approach 1:
The system segments the technical support workflow into distinct phases: historical data retrieval, relevance ranking, visual feedback display, and response generation. Each phase is handled by dedicated modules that process information independently, making the overall complex system more manageable and maintainable while improving support quality through specialized processing.
Solution Approach 2:
The system introduces an intermediary layer between the support personnel and the historical data. This intermediary component automatically processes, filters, and presents historical sessions in a user-friendly format, shielding support staff from the underlying system complexity while providing them with curated historical context to improve their responses.
3Speed
If the system analyzes and ranks historical sessions in real-time, then relevant information is provided faster, but processing time and computational resources increase
Solution Approach 1:
The system performs preliminary computational actions by pre-processing and indexing historical technical support sessions before they are needed. Historical data is pre-ranked, categorized, and stored in an optimized structure that enables rapid retrieval during actual support interactions, reducing real-time processing requirements while maintaining fast information access.
Solution Approach 2:
The system applies partial action by retrieving and analyzing only the most relevant historical sessions based on pre-defined criteria and weighting factors, rather than processing all historical data. This selective approach uses computational resources efficiently by focusing on the most likely useful historical information while ignoring less relevant entries.
Data Source
AI summary
In general, embodiments relate to a method for managing a technical support session, comprising in response to satisfying a duplicate technical support question threshold for a technical support session: extracting at least one keyword for the technical support session, identifying a plurality of historical technical support sessions using the at least one keyword, and displaying at least one of the plurality of historical technical support sessions to a technical support person (TSP) during the technical support session.