Ticket routing
US10936968B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 5, 2017 |
| Grant date | Mar 2, 2021 |
| Priority date | — |
| Expiry date | Oct 20, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L47/2441
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method includes receiving, at a processor, ticket data representing a ticket. The method further includes receiving, at the processor, description data representing a description of the ticket. The method further includes calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category. The method further includes determining an entropy value associated with routing the ticket data. The method further includes, in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.