System, method, and computer program for automated resolution of free-text incidents, based on machine learning
US11327826B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 1, 2018 |
| Grant date | May 10, 2022 |
| Priority date | — |
| Expiry date | Jul 17, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N20/20
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system, method, and computer program product are provided for automated resolution of free-text incidents, based on machine learning. In operation, a system receives incident information from at least one IT service management (ITSM) system. The system reads the incident information including free text and classifies an incident associated with the incident information to at least one automation flow. The system generates robotic process automation (RPA) compatible information from the incident information by parsing parameters associated with the incident from text into required fields based on the at least one automation flow. Further, the system sends the generated RPA compatible information to the at least one ITSM system or at least one RPA system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.