Resolution and pipelining of helpdesk tickets needing resolutions from multiple groups
US11416823B2 · kind B2 · utility
1Cited by
6References
15Claims
0Family size
Assignee
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Key dates
| Filing date | Jun 25, 2019 |
| Grant date | Aug 16, 2022 |
| Priority date | — |
| Expiry date | Jun 25, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/063112
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A help desk management system uses segment partitioning and matching of each identified segment to a suitable problem and resolver group and then sequencing the partitioned segments based on sentiment analysis and sequence mining on historical tickets and audit logs to actuate effective resolution and pipelining of helpdesk tickets needing resolutions from multiple resolver groups. The helpdesk tickets can be in the form of e-mails.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.