Automated system for proposing help center articles to be written to facilitate resolving customer-service requests

摘要

The system obtains a set of tickets representing customer requests generated by a customer-support ticketing system. Next, the system feeds words from each ticket through a model to generate a request vector for the ticket, wherein the request vector comprises numerical values representing words in the ticket. The system then embeds the request vectors in a vector space. If help center articles already exist, the system embeds article vectors for the existing help center articles in the vector space. Next, the system identifies clusters of request vectors, which are within a pre-specified distance of each other in the vector space. If an identified cluster is more than a pre-specified distance away from a closest article vector in the vector space, the system notifies a content creator that a new article needs to be written, or an existing article needs to be updated, to cover the identified cluster.