US 2014/0006861 A1 · PROBLEM INFERENCE FROM SUPPORT TICKETS

Abstract

The described implementations relate to processing of electronic data. One implementation is manifested as a system that can include an inference engine and at least one processing device configured to execute the inference engine. The inference engine can be configured to perform automated detection of concepts expressed in failure logs that include unstructured data. For example, the inference engine can analyze text of support tickets or diary entries relating to troubleshooting of an electronic network to obtain concepts identifying problems, actions, or activities. The inference engine can also be configured to generate output that reflects the identified concepts, e.g., via a visualization or queryable programming interface.

Claims20

Dependent claims

A method comprising:

obtaining a plurality of documents, the plurality of documents having corresponding text;
performing phrase extraction on the text to obtain a plurality of phrases that appear in the text;
filtering out some phrases from the plurality of phrases based on one or more criteria to obtain a subset of the plurality of phrases;
mapping individual phrases from the subset of phrases to classes of an ontology model and storing the individual phrases in a knowledge base;
analyzing an individual document by applying the classes of the ontology model to occurrences of the phrases in the individual document to infer at least one concept expressed by the individual document;
generating output reflecting the at least one concept expressed by the individual document;
and
performing incremental learning by updating the knowledge base with a new phrase identified in the individual document,
wherein at least the phrase extraction is performed using a computing device.

6 more elements

Dependencies are inferred from the claim text.

Problem inference from support tickets

Life of this patent

Problem inference from support tickets

Life of this patent

Abstract

Claims20