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  • Method and system to manage technical support sessions using ranked historical technical support sessions
    Patent number: 11915205
    Abstract: 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.
    Type: Grant
    Filed: October 15, 2021
    Date of Patent: February 27, 2024
    Assignee: EMC IP Holding Company LLC
    Inventors: Shelesh Chopra, Parminder Singh Sethi
  • Method and system to manage technical support sessions using historical technical support sessions
    Patent number: 11941641
    Abstract: In general, embodiments relates to a method for managing a technical support session, comprising: obtaining customer identification information 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 the customer identification information, and displaying at least one of the plurality of historical technical support sessions to a technical support person (TSP) during the technical support session.
    Type: Grant
    Filed: October 15, 2021
    Date of Patent: March 26, 2024
    Assignee: EMC IP Holding Company LLC
    Inventors: Parminder Singh Sethi, Akanksha Goel, Shelesh Chopra