Escalation prediction based on timed state machines
US10217054B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 15, 2016 |
| Grant date | Feb 26, 2019 |
| Priority date | — |
| Expiry date | Mar 18, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/06
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In a computer server, a ticket element generated by an issue tracking system responsive to a client request is received, where the ticket element includes a data field including data indicative of an attribute. A database including state data stored therein is accessed responsive to receipt of the ticket element. The state data relates a plurality of states that are specific to the attribute. One of the plurality of states related by the state data is identified as corresponding to a future state of the attribute based on a current state of the attribute, and a future probability of escalation of the ticket element is computed based on the future state of the attribute responsive to identification of the one of the plurality of states as corresponding thereto. An action indicator is provided in response to the client request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.