Providing fast trigger matching to support business rules that modify customer-support tickets
US11711276B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 29, 2022 |
| Grant date | Jul 25, 2023 |
| Priority date | — |
| Expiry date | Sep 29, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L41/5074
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method are provided that automatically update a customer-support ticket in an online customer-support system. When the customer-support ticket is created or updated, the system applies a set of triggers, which modify the ticket based on business rules, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied. When applying a trigger to the ticket, the system evaluates the conditions for the trigger by evaluating an associated condition graph, which is a directed graph comprised of condition nodes, wherein each condition node specifies conditions on parameters associated with the ticket. During this evaluation, if a valid path through the condition graph is discovered, which comprises a sequence of satisfied condition nodes from the root node to a null node, the system fires the trigger, which involves performing actions associated with the trigger to update the ticket.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.