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AssigneeAccenture Global Solutions Limited
InventorsPrakash Ghatage, Madhura Shivaram, Kaushal Mody, Nirav Sampat, Samatha Kottha, Sumeet Sawarkar, Suraj Jadhav, Madhu Sudhan H V, Nagendra B. Kumar
Estimating the term…
Techniques are described for routing service requests in a computer-implemented service environment. A received service request may be initially analyzed to determine a priority of the request. In some implementations, one or more actions may be automatically performed to provide an initial response to the requester. The text of the request may be analyzed to automatically determine a category of the request. In some implementations, a classification engine may determine the category of the request through use of a classification model that has been trained using one or more machine learning (ML) techniques and/or that employs Natural Language Processing (NLP). Based on the category, the request may be routed to agent(s) for handling. Routing may include generating a ticket that includes the request, the category, the priority, and/or other information, and the ticket may be provided to the appropriate agent(s) through a ticketing service.
A computer-implemented method for routing a request in a service environment, the method being performed by at least one processor, the method comprising:
A system, comprising:
One or more computer-readable storage media storing instructions which, when executed by at least one processor, cause the at least one processor to perform operations comprising:
Dependencies are inferred from the claim text.