Predictive intelligence for service and support
US10311364B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 19, 2014 |
| Grant date | Jun 4, 2019 |
| Priority date | — |
| Expiry date | Jul 17, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N5/048
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Embodiments regard predictive intelligence for service and support. An embodiment of a method includes receiving at an interface for a database system data entered in one or more data fields regarding service of a first case for a first client, the data being received from the first client or from an agent entering data regarding the first case; automatically comparing by the database system the data for the first case with data for other cases stored in a data store of the database system; identifying by the database system one or more similar cases based on the comparison of data; automatically generating by a predictive intelligence algorithm applied by the database system one or more predictive actions for the first case based on the identified one or more similar cases; and transmitting data regarding the one or more predictive actions to the first client or agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.