Learning based routing of service requests

US10776717B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SOLUTIONS LIMITED · IE

Inventors

• Prakash Ghatage · Bengaluru, IN
• Madhura Shivaram · Savanuru, IN
• Kaushal Mody · Jamkhed, IN
• Nirav Sampat · Mumbai, IN
• Samatha Kottha · Bengaluru, IN
• Sumeet Sawarkar · Thane, IN
• Suraj Govind JADHAV · Navi Mumbai, IN
• Madhu Sudhan H V · Mumbai, IN
• Nagendra B. Kumar · Bengaluru, IN

Key dates

• Filing date: Jun 14, 2017
• Grant date: Sep 15, 2020
• Expiry date: May 31, 2039

Classification

• Technology area (CPC G): Physics
• CPC primary: G10L15/26
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

Techniques are described for routing service requests in a computer-implemented service environment. A received service request may be initially analyzed to determine a priority of the request. In some implementations, one or more actions may be automatically performed to provide an initial response to the requester. The text of the request may be analyzed to automatically determine a category of the request. In some implementations, a classification engine may determine the category of the request through use of a classification model that has been trained using one or more machine learning (ML) techniques and/or that employs Natural Language Processing (NLP). Based on the category, the request may be routed to agent(s) for handling. Routing may include generating a ticket that includes the request, the category, the priority, and/or other information, and the ticket may be provided to the appropriate agent(s) through a ticketing service.