Discovering insights and/or resolutions from collaborative conversations
US11409593B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 5, 2021 |
| Grant date | Aug 9, 2022 |
| Priority date | — |
| Expiry date | Aug 5, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F11/0793
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Methods, computer program products, and/or systems are provided that perform the following operations: in an information technology (IT) management system, grouping one or more ongoing service failure events into a service failure record; identifying a representative event for the service failure record; identifying one or more conversations that relate to the one or more ongoing service events; computing, using a similarity algorithm, feature similarity scores for respective conversations of the one or more conversations based, at least in part, on the features associated with the representative event and features associated with the respective conversations; linking a subset of the one or more conversations to the one or more ongoing service events in the service failure record based, at least in part, on the computed feature similarity scores; and providing the service failure record to a collaboration platform utilized in addressing the one or more ongoing service events.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.