LOGFILE RECOMMENDER SERVICE

Abstract

A logfile recommender service incorporates trained machine learning models to predict recommended logfile types for support tickets. The machine learning models are trained using data from past support tickets such as titles, problem descriptions, and communication records. After receiving a request to generate a logfile recommendation for a given support ticket, the logfile recommender service first calls an attachment prediction machine learning model (e.g., a binary classification model) to predict whether logfiles are relevant to the support ticket. If so, the logfile recommender service calls an attachment recommendation machine learning model (e.g., a multi-label classification model) to generate a list of recommended logfile types for the support ticket, which is output by the logfile recommender service as the logfile recommendation. Logfiles of the recommended types can then be attached to the support ticket to facilitate and expedite resolution of the support ticket.

CPC Classifications