Using multi-factor context for resolving customer service issues

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United States of America Patent

PATENT NO 10810600
APP PUB NO 20170178145A1
SERIAL NO

15175711

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.

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Patent Owner(s)

Patent OwnerAddress
BMC HELIX INC2103 CITYWEST BLVD HOUSTON TX 77042

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Adams, Peter San Jose, US 12 156
Adrian, Thomas L Dublin, US 3 36
Chu, Sun Chun Richmond Hill, CA 4 32
Elaprolu, Dinesh Fremont, US 2 19
Mardhekar, Sameer Pune, IN 3 33
Wong, Jek-Sun Brooklin, CA 2 18
Young, Cedric Markham, CA 3 36
Zaik, Brian San Jose, US 1 8

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