Automation plan generation and ticket classification for automated ticket resolution

A method, comprising:

• receiving, by a device, a request to generate an automation plan for resolving tickets;
• obtaining, by the device and based on receiving the request, ticket data that indicates one or more issues to be resolved;
• processing, by the device, natural language descriptions of the tickets in the ticket data to generate a ticket analysis model;
• classifying, by the device and using the ticket analysis model, the tickets into at least one of a plurality of classes of tickets, wherein the plurality of classes of tickets are associated with a set of clusters identified by the ticket analysis model;
• ranking, by the device, a set of recommended resolutions based on determining a corresponding set of values indicating an estimated amount of resources needed to resolve an issue, of the issues, associated with the tickets;
• selecting from the set of recommended resolutions, by the device, based on the ranking, and for inclusion in the automation plan, a resolution that corresponds to a lowest estimated amount of resources needed to resolve the issue;
• determining, by the device, based on selecting the resolution and for at least one class of ticket of the plurality of classes of tickets, the automation plan for resolving at least a portion of the tickets classified into the at least one class of ticket;
• receiving, by the device, a second ticket after determining the automation plan;
• classifying, by the device and using the ticket analysis model, the second ticket into the at least one class of ticket;
• and
• automatically resolving, by the device, the second ticket based on the automation plan based on classifying the second ticket into the at least one class of ticket.

A non-transitory computer-readable medium storing instructions, the instructions comprising

• one or more instructions that, when executed by one or more processors, cause the one or more processors to:
• obtain ticket data related to tickets,
• wherein the ticket data indicates one or more issues to be resolved;
• process the ticket data to generate a ticket analysis model;
• classify, using the ticket analysis model, the tickets into at least one cluster of a plurality of clusters identified by the ticket analysis model;
• rank a set of recommended resolutions based on determining a corresponding set of values indicating an estimated amount of resources needed to resolve an issue, of the issues, associated with the tickets;
• select from the set of recommended resolutions, based on the ranking, and for inclusion in an automation plan, a resolution that corresponds to a lowest estimated amount of resources needed to resolve the issue;
• determine, based on selecting the resolution and for at least one cluster of the plurality of clusters, the automation plan for resolving at least a portion of the tickets classified into the at least one cluster;
• implement the automation plan to configure an automatic ticket resolution or a ticket generation mitigation procedure for the at least one cluster,
• wherein implementing the automation plan comprises:
• configuring monitoring for tickets of a type corresponding to the at least one cluster,
• allocating resources for resolving the tickets of the type corresponding to the at least one cluster, and
• providing a user interface including a visualization of data relating to resolving of the tickets of the type corresponding to the at least one cluster;
• receive a second ticket after implementing the automation plan;
• classify, using the ticket analysis model, the second ticket into the at least one cluster;
• and
• automatically implement a response action based on classifying the ticket into the at least one cluster and using the automatic ticket resolution or the ticket generation mitigation procedure.