Intelligent service request classification and assignment
US10360512B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | May 29, 2015 |
| Grant date | Jul 23, 2019 |
| Priority date | — |
| Expiry date | Dec 19, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L67/60
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Approaches presented herein enable intelligent service request classification and assignment learning. More specifically, a request comprising a free form text or spoken description is received from a user. The request description is parsed and classified by a regression-based classifier. The regression-based classifier classifies based on, for example: the description itself; the requestor's history of requests, and/or supplemental demographics about a requestor. Optionally, a user may verify the classification or select from a plurality of returned classifications. A service provider or administrator confirms that a classification is correct. If not, the incorrectly classified request is queued. If so, the correctly classified request is added to a set of training data to be used in classifying future requests.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.