Discovery of computer system incidents to be remediated based on correlation between support interaction data and computer system telemetry data
US11163875B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 22, 2019 |
| Grant date | Nov 2, 2021 |
| Priority date | — |
| Expiry date | Apr 9, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F2221/034
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present disclosure relates to using correlations between support interaction data and telemetry data to discover emerging incidents for remediation. One example method generally includes receiving a corpus of support interaction data and a corpus of telemetry data. Topics indicative of underlying problems experienced by users of an application are extracted from the corpus of support interaction data. A topic having a rate of appearance in the support interaction data above a threshold value is identified. A set of telemetry data relevant to the topic is extracted from the corpus of telemetry data, and a subset of the relevant set of telemetry data having a frequency in the relevant set of telemetry data above a second threshold value is identified. The topic and the subset of telemetry data are correlated to an incident to be remediated, and one or more actions are taken to remedy the incident.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.