Service ticket escalation based on interaction patterns
US11218386B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 23, 2019 |
| Grant date | Jan 4, 2022 |
| Priority date | — |
| Expiry date | Jan 15, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L41/0631
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Techniques for managing support computing services in computing systems are disclosed. One example technique includes analyzing data representing a service ticket having data representing multiple messages exchanged between the user and a support entity of a support tier in the computing system. Based on the analysis, an interaction pattern in the multiple messages can be identified. The interaction pattern includes a sequence of words or phrases arranged in a chronological order. The method can further include determining whether the identified interaction pattern matches one or more interaction patterns corresponding to previously escalated service tickets and triggering a notification of the immediate escalation of the service ticket to another support entity in another support tier in response to determining that the interaction pattern matches one of the one or more interaction patterns corresponding to previously escalated service tickets.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.