Patent · US Active

Automation plan generation and ticket classification for automated ticket resolution

US10938678B2 · kind B2 · utility

1Cited by

1References

20Claims

0Family size

Assignee

ACCENTURE GLOBAL SOLUTIONS LIMITED · IE

Inventors

Bhaskar Ghosh · Bengaluru, IN
Mohan Sekhar · Bengaluru, IN
Rajendra T. Prasad · Kanchinakote, IN
Luke A. Higgins · Silver Spring, US
Koushik M. VIJAYARAGHAVAN · Chennai, IN
Rajesh Nagarajan · Chennai, IN
Purnima Jagannathan · Chennai, IN
Niyaz Shaffi · Tirunelveli, IN
Balaji Venkateswaran · Chennai, IN
Syed Mohammed Yusuf · Chennai, IN
Koustuv Jana · Bengaluru, IN
Pradeep Senapati · Bengaluru, IN

Key dates

Filing date	Mar 20, 2019
Grant date	Mar 2, 2021
Priority date	—
Expiry date	May 27, 2039

Classification

Technology area (CPC H)Electricity
CPC primaryH04L41/5067
WIPO fieldComputer technology
WIPO sectorElectrical engineering

Abstract

A device may obtain ticket data relating to a set of tickets, and process the ticket data to generate a ticket analysis model that is a clustering based natural language analysis model of natural language text associated with tickets of the set of tickets. The device may classify the set of tickets using the ticket analysis model, may determine an automation plan for at least one class of ticket determined based on classifying the set of tickets, and may implement the automation plan to configure an automatic ticket resolution or ticket generation mitigation procedure for the at least one class of ticket. The device may receive a ticket after configuring the automatic ticket resolution or ticket generation mitigation procedure, may classify, using the ticket analysis model, the ticket into the at least one class of ticket, and may automatically implement a response action for the ticket based on classifying the ticket and using the automatic ticket resolution or ticket generation mitigation procedure.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.