Database management methods, systems, and devices for identifying related customer support tickets
US10475045B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 19, 2016 |
| Grant date | Nov 12, 2019 |
| Priority date | — |
| Expiry date | Feb 2, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/9535
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A network device associated with a database management system receives information associated with a customer support ticket. Based on information in the database management system, a direct relationship between the received customer support ticket and a customer support ticket in the database may be determined. A graph including nodes representing customer support tickets is generated based on information in the database. Edge prediction is performed on the graph to derive relationships among the nodes in the graph. A predictive relationship between customer support tickets is derived. A relationship data set based on the direct relationship between the customer support tickets and based on the predictive relationship between the customer support tickets is generated. The relationship data set associated with the customer support ticket is communicated to the user device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.