Enterprise data mining systems

A system for determining an optimal set of actions, comprising:

• one or more processing devices;
• and
• a computer readable medium comprising computer readable code for an incident module of a computational instance of a managed network, the computer readable code executable by one or more processors to:
• monitor, via the incident module, agent interactions addressing a plurality of incidents associated with the managed network;
• store a plurality of records indicative of the agent interactions in a historic incident store;
• data mine, via the incident module, the plurality of records to determine respective optimal sets of actions that are expected to resolve each of the plurality of incidents;
• store indications of the respective optimal sets of actions in a recommendation store;
• receive, from a remote device of the managed network, an incident notification and an indication of an assigned agent for the incident notification, wherein the incident notification is indicative of an incident of the plurality of incidents associated with the managed network;
• determine, via the incident module and using natural language processing, a first incident type from an incident report associated with the incident notification;
• determine, via the incident module, an agent role for the assigned agent;
• in response to the first incident type and the agent role matching a subset of records of the plurality of records in the historic incident store, determine a level of resource consumption associated with each record of the subset of records, wherein the level of resource consumption is indicative of power usage, processing requirements, or storage requirements, or any combination thereof;
• select, from the respective optimal sets of actions, an optimal set of actions that is expected to resolve the incident based on the agent role and the level of resource consumption associated with each record of the subset of records of the plurality of records in the historic incident store, wherein the optimal set of actions satisfy a threshold level of resource consumption;
• monitor, via the incident module, a current set of actions undertaken by the assigned agent in response to the incident;
• in response to determining that the current set of actions differs from the optimal set of actions, generate a notification indicative of the optimal set of actions;
• and
• provide, for presentation via a user interface of an additional computational instance of the managed network, the notification indicative of the optimal set of actions to the assigned agent.

A method for determining optimal actions for a managed network, comprising:

• monitoring, via an incident module of a computational instance of the managed network, agent interactions addressing a plurality of incidents associated with the managed network;
• storing a plurality of records indicative of the agent interactions in a historic incident store;
• data mining, via the incident module, the plurality of records to determine respective optimal sets of actions that are expected to resolve each of the plurality of incidents;
• storing indications of the respective optimal sets of actions in a recommendation store;
• receiving, from a remote device of the managed network, an incident notification and an indication of an assigned agent for the incident notification, wherein the incident notification is indicative of an incident of the plurality of incidents associated with the managed network;
• determining, via the incident module and using natural language processing, a first incident type from an incident report associated with the incident notification;
• determining, via the incident module, an agent role for the assigned agent;
• in response to the first incident type and the agent role matching a subset of records of the plurality of records in the historic incident store, determine a level of resource consumption associated with each record of the subset of records, wherein the level of resource consumption is indicative of power usage, processing requirements, or storage requirements, or any combination thereof;
• selecting, from the respective optimal sets of actions, an optimal set of actions that is expected to resolve the incident based on the agent role and the level of resource consumption associated with each record of the subset of records of the plurality of records in the historic incident store, wherein the optimal set of actions satisfy a threshold level of resource consumption;
• monitoring, via the incident module, a current set of actions undertaken by the assigned agent in response to the incident;
• in response to determining that the current set of actions differs from the optimal set of actions, generating a notification indicative of the optimal set of actions;
• and
• providing, for presentation via a user interface of an additional computational instance of the managed network, the notification indicative of the optimal set of actions to the assigned agent.