Systems and methods for intelligent ticket management and resolution
US11727331B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 4, 2021 |
| Grant date | Aug 15, 2023 |
| Priority date | — |
| Expiry date | Jan 6, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N20/20
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.