Measuring incident management process efficiency metrics utilizing real-time conversation analysis
US11811585B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 23, 2021 |
| Grant date | Nov 7, 2023 |
| Priority date | — |
| Expiry date | Mar 23, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/56
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A tool for automatically generating incident management process efficiency metrics utilizing real-time communication analysis. The tool retrieves real-time conversation data from one or more communication sources, wherein the real-time conversation data includes one or more messages having data related to an information technology (IT) incident. The tool performs conversation analysis on the one or more messages. The tool determines one or more timestamps of interest for the IT incident from the one or more messages. The tool generates one or more incident management process efficiency metrics for the IT incident utilizing the one or more timestamps of interest. The tool predicts based, at least in part, on historical conversation data, an outcome for the IT incident. The tool sends the one or more incident management process efficiency metrics and the outcome for the IT incident to a user in a notification.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.