Hybrid learning-based ticket classification and response
US11270226B2 · kind B2 · utility
2Cited by
6References
14Claims
0Family size
Assignee
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Key dates
| Filing date | Oct 1, 2018 |
| Grant date | Mar 8, 2022 |
| Priority date | — |
| Expiry date | Oct 25, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N3/088
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods for ticket classification and response include labeling tickets with a ticket classifier that assigns a ticket label and an associated confidence score to each ticket. Tickets are clustered according to semantic similarity to form ticket clusters. A template associated with each ticket cluster is determined. Templates and the respective ticket clusters are clustered according to semantic similarity to form one or more ticket super-clusters. Tickets that have below-threshold confidence scores are labeled according to the one or more ticket super-clusters. The tickets are automatically responded to.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.