{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9813555","patent":{"patent_number":"US-9813555","title":"Spectral diagnostic engine for customer support call center","assignee":null,"inventors":[],"filing_date":"2014-12-12T00:00:00.000Z","publication_date":"2017-11-07T00:00:00.000Z","cpc_codes":["H04M","G06F","G06F","G06F","G06Q","G06Q"],"num_claims":17,"abstract":"A collective matrix is constructed, having a diagnostic sessions dimension and a diagnostic state descriptors dimension. The diagnostic state descriptors dimension includes a plurality of symptom fields, a plurality of root cause fields, and a plurality of solution fields. Collective matrix factorization of the collective matrix is performed to generate a factored collective matrix comprising a sessions factor matrix embedding diagnostic sessions and a descriptors factor matrix embedding diagnostic state descriptors. An in-progress diagnostic session is embedded in the factored collective matrix. A symptom or solution is recommended for evaluation in the in-progress diagnostic session based on the embedding. The diagnostic state descriptors dimension may further include at least one information field storing a representation (for example, a bag-of-words representation) of a semantic description of a problem being diagnosed by the in-progress diagnostic session."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Spectral diagnostic engine for customer support call center","description":"A collective matrix is constructed, having a diagnostic sessions dimension and a diagnostic state descriptors dimension. The diagnostic state descriptors dimension includes a plurality of symptom fiel","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9813555","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-9813555","citation_suggestion":"Patentable. \"Spectral diagnostic engine for customer support call center\" (US-9813555). https://patentable.app/patents/US-9813555","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9813555","json":"https://patentable.app/api/llm-context/US-9813555","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-06-06T11:45:12.767Z"}