Method and apparatus for processing service requests

US10366371B2 · kind B2 · utility

Assignee

• The Boeing Company · US

Inventors

• Philip Gabriel June · Irvine, US
• Bryan Quolent Yu · Austin, US
• Thai Thanh Nguyen · La Mirada, US
• Candice Sik Suen Chan · Richmond, CA
• Amir Danak · Kitchener, CA
• Ruiwei Jiang · Vancouver, CA

Key dates

• Filing date: Jan 29, 2016
• Grant date: Jul 30, 2019
• Expiry date: Nov 18, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/016
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method and apparatus for processing service requests. A computer system creates a preliminary compendium comprising building blocks. A building block is a word entity extracted from a text source in a plurality of text sources that are related to a domain of interest. At least a portion of the text sources comprises past service requests. The computer system filters the building blocks in the preliminary compendium based on relevance with respect to the domain of interest to create similarity indicators that form a refined compendium. The computer system analyzes text within a new service request using the past service requests and the refined compendium to generate a ranking of past service requests that ranks the past service requests based on similarity to the new service request. The ranking of past service requests enables the computer system to identify a set of possible resolutions for the new service request.