Service ticket analysis using an analytics device

US9262731B1 · kind B1 · utility

Assignee

• ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

• Vijayaraghavan Koushik · Kanchinakote, IN
• Rajendra T. Prasad · Kanchinakote, IN
• Chetan Belgur · Gubbi, IN
• Koustuv Jana · Bengaluru, IN
• Priya Athreyee · Viralimalai, IN
• Bhaskar Ghosh · Bengaluru, IN

Key dates

• Filing date: Mar 13, 2015
• Grant date: Feb 16, 2016
• Expiry date: Mar 13, 2035

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/10
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A device may receive ticket information associated with one or more service tickets. The ticket information may include a ticket category and ticket data associated with the one or more service tickets. The ticket data may be associated with the ticket category. The ticket data may describe information related to resolving the one or more service tickets. The device may identify, based on the ticket category or the ticket data, an association between the ticket category and an analysis category. The analysis category may be used to analyze the ticket information. The device may generate categorized ticket information based on the analysis category and the ticket information. The categorized ticket information may include the ticket data, and the ticket data may be associated with the analysis category. The device may provide the categorized ticket information.