US 12,008,580 B2Granted

Natural language processing machine learning to convert service recommendations to actionable objects

AssigneeSap SE

InventorsRoman Rapp, Sunil Kumar Panda, Vinay Sheel, Jatin Kochhar

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Abstract

In an example embodiment, a natural language processing (NLP) machine learning and rules-based text extraction and analysis approach is used to convert a textual service recommendation document into customer-tailored actions considering the specific context-based executable script. This creates end-to-end automation in implementing suggestions provided in textual documents. Actions mentioned in the document can be processed automatically whenever possible, or at least transformed into a semi-automated action with system support. The solution can be configured to automate end-to-end converting of documents into personalized technical scripts and implementing these scripts at the customer-side.

Claims17

Dependent claims

A system comprising:

at least one hardware processor;
and
a non-transitory computer-readable medium storing instructions that, when executed by the at least one hardware processor, cause the at least one hardware processor to perform operations comprising:
accessing a service report, the service report having text indicating one or more technical issues detected during running of an online software service and, for each of the one or more technical issues, one or more recommendations on how to address a corresponding technical issue;
segmenting the text in the service report into one or more sentences;
performing natural language processing on the one or more sentences to identify one or more structured sentence objects of each of the one or more sentences, each structured sentence object indicating a grammatical type of a corresponding word or article of punctuation in a corresponding sentence;
passing the one or more structured sentence objects into a machine-learned model trained by a machine learning algorithm to map commands in the one or more sentences to commands available in one or more software tools;
generating an actionable objects list including the mapped commands available in the one or more software tools;
and
sending the actionable objects list to an action executor on a computer system on which the online software service was running, the action executor designed to automatically execute the mapped commands in the actionable objects list to address the one or more technical issues.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/537,003Filed 29 Nov 2021
Published: US 2023/0169516 A11 Jun 2023
Granted: 11 Jun 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification9 codes

G06Q 30/016
Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk: after-sales
G06F 40/205
Natural language analysis: parsing
G06F 40/211
Parsing: syntactic parsing, e.g. based on context-free grammar [CFG] or unification grammars
G06F 40/253
Natural language analysis: grammatical analysis; Style critique

Family

US 2023/0169516 A1Pre-grant publication · published 1 Jun 2023
US 12,008,580 B2This patent

From the US filing history. Foreign family members aren’t listed.

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