DEEP LEARNING MODEL FOR CLOUD BASED TECHNICAL SUPPORT AUTOMATION

摘要

An example system and method facilitate enabling precise answers to technical support questions pertaining to a given computing environment, e.g., a cloud-based enterprise computing environment. The example method includes using an overtrained recurrent neural network employing Long Short-Term Memory (LSTM) cells to selectively answer specific questions by providing precise answers to technical support questions. A second neural network that is not overtrained can provide more generalized answers when a confidence measurement of an answer of the first neural network falls below a predetermined threshold. Furthermore, expert staff, e.g., developers and/or engineers that may be able to more precisely answer a specific question may be shown the answer. Subsequent expert answers or modifications to existing answers may be used to further refine the neural networks, e.g., via periodic supervised learning.