Correlating distinct events using linguistic analysis

A server configured to detect a service outage, the server comprising:

• a memory configured to store instructions;
• a processor coupled to the memory, the processor configured to:
• monitor incoming and outgoing communications associated with one or more incidents, wherein the incoming and outgoing communications include communications between a user and a technical support personnel or communications between two technical support personnel;
• perform a linguistic analysis on at least a portion of each communication such that differently worded comments associated with a same incident are determined as being associated with the same incident based on a determination of a similarity of a keyword within each communication to a predefined keyword, wherein a linguistic model used for the linguistic analysis is trained based on the monitored incoming and outgoing communications;
• and
• in response to determining that a number of the monitored incoming and outgoing communications determined as being associated with the same incident exceed a service outage threshold, issue an alert for the service outage.

A computer-readable memory device with instructions stored thereon to detect a service outage, the instructions comprising:

• monitoring troubleshooting tickets associated with one or more incidents, wherein the monitored troubleshooting tickets include an instant messaging communication, an email communication, a text message, an audio message, a video message, or a graphical message between a user and a technical support personnel or between two technical support personnel;
• performing a linguistic analysis on at least a portion of each troubleshooting ticket such that differently worded comments associated with a same incident are determined as being associated with the same incident based on a determination of a similarity of a keyword within each troubleshooting ticket to a predefined keyword, wherein a linguistic model used for the linguistic analysis is trained based on the monitored troubleshooting tickets;
• and
• in response to determining that a number of the monitored troubleshooting tickets determined as being associated with the same incident exceed a service outage threshold, issuing an alert for the service outage.