Predictive resolutions for tickets using semi-supervised machine learning

US11556843B2 · kind B2 · utility

Assignee

• AT&T Intellectual Property I, L.P. · US

Inventors

• Elissa Backas · Sayreville, US
• Yang Qu · Dalian, CN
• Hassan Chughtai · Bound Brook Junction, US
• Maryam Samim · Metuchen, US
• Nelson Cuebas · Metuchen, US
• Roque Rios, III · Middletown, US
• Craig Scantlin · El Cajon, US
• Donghoon Shin · San Ramon, US
• Heesook Choi · Castro Valley, US

Key dates

• Filing date: Jul 15, 2019
• Grant date: Jan 17, 2023
• Expiry date: Sep 18, 2041

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04L51/216
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

Aspects of the subject disclosure may include, for example, a method in which a processing system collects information associated with trouble tickets each including a problem abstract and a log text. The method includes analyzing the log text to obtain a problem resolution for that ticket; defining ticket clusters according to the problem abstracts, and labeling the clusters. The processing system creates a library of the labeled clusters, each entry including a cluster label, a problem abstract for that cluster, and a resolution summary for that problem abstract, indicating a mapping of the problem abstract to the resolution summary for that cluster. The method includes training, based on the mapping, machine-learning applications for a predicted resolution summary for each cluster and for classifying a new ticket. The method includes assigning the new ticket to a cluster according to the classifying. Other embodiments are disclosed.