Microsoft patents system that matches support tickets to experts
Microsoft describes a method for automatically routing customer support requests to the best-suited agents. The system uses a multimodal model to analyze the content of a new request and compare it to past tickets to find similar issues. It then calculates a score for each available agent based on their past success with similar problems and their current workload, assigning the ticket to the highest-scoring person.
In the filing’s own words
Load balancing and distributing issue requests for resolution by assignable resources is described. A multimodal model determines attributes of an input issue request. A lower dimensional representation of the input issue request is generated based on the attributes; and compared to other lower dimensional representations of other issue requests to identify prior similar issue requests. The multi modal model outputs indications of similarity strength for the prior similar issue requests, and the resources assigned to resolve the prior similar issue requests. An expertise level for each assignable resource is determined based on the similarity strength and the previously assigned resources. A routing metric for each assignable resource is determined based on a combination of the expertise level and an availability of each assignable resource; and the input issue request is routed to an assignable resource in the assignable resources based on the routing metric.
What exactly they claim (claim 1)
1. A method for load balancing and distributing issue requests for resolution by assignable resources, the method comprising: determining, with a multimodal model, attributes of an input issue request, the attributes comprising entities and context associated with the input issue request; generating, with the multimodal model, a lower dimensional representation of the input issue request based on the attributes; comparing, with the multimodal model, the lower dimensional representation to other lower dimensional representations of other issue requests to identify prior similar issue requests; outputting, from the multimodal model, indications of similarity strength for the prior similar issue requests relative to the input issue request determined based on the comparing, and indications of resources assigned to resolve the prior similar issue requests; determining expertise levels for the assignable resources based on the indications of similarity strength and the indications of resources assigned to resolve the prior similar issue requests; determining routing metrics for the assignable resources based on a combination of the expertise levels and availabilities of the assignable resources; and routing the input issue request to an assignable resource in the assignable resources based on the routing metrics.
Facts
- Company
- Microsoft (Microsoft Technology Licensing, LLC)
- Official title
- LOAD BALANCING AND DISTRIBUTING ISSUE REQUESTS FOR RESOLUTION BY ASSIGNABLE RESOURCES
- Publication number
- US20260259780A1
- Application number
- 19066349
- Filed
- Feb 28, 2025
- Published
- Sep 3, 2026
- Inventors
- 6
- Claims
- 20
Classified under
G06F 9/505 Physics & computingMore from Microsoft in AI & software
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Summaries are simplified from the filing’s own abstract and first claim. A patent filing is not a product announcement.
Patent data and drawings: U.S. Patent and Trademark Office (USPTO). Nebula is not affiliated with or endorsed by the USPTO.