# US 2018/0322412 A1 · Ticket Routing

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- Number: US 2018/0322412 A1
- Document ID: US20180322412A1
- Status: Published application
- Kind: A1
- Application number: 15/588,295
- Filed: 2017-05-05
- Published: 2018-11-08
- Earliest claimed: 2017-05-05
- Assignees: ServiceNow, Inc.
- Applicants: ServiceNow, Inc.
- Inventors: Frank Wall Elliott, JR.; Fernando Ros; Carmine Mangione-Tran
- Web page: https://patentgrep.com/patent/US20180322412A1

## CPC

- G06N 20/00: Machine learning
- G06N 7/01: Probabilistic graphical models, e.g. probabilistic networks
- G06Q 10/103: {Workflow collaboration or project management}
- H04L 47/2441: relying on flow classification, e.g. using integrated services [IntServ]
- G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

A method includes receiving, at a processor, ticket data representing a ticket. The method further includes receiving, at the processor, description data representing a description of the ticket. The method further includes calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category. The method further includes determining an entropy value associated with routing the ticket data. The method further includes, in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

## Claims

### Claim 1

A method for ticket routing, comprising:
receiving, at a processor, ticket data representing a ticket;
receiving, at the processor, description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
determining an entropy value associated with routing the ticket data; and
in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

### Claim 2 (depends on 1)

The method of claim 1, further comprising:
receiving, at the processor, second ticket data representing a second ticket;
receiving, at the processor, second description data representing a second description of the second ticket; and
in response to a second entropy value not satisfying the entropy threshold, initiating, by the processor, transmission of a request for a selection indicating one of a third category or a fourth category, the second entropy value associated with categorization of the second ticket data.

### Claim 3 (depends on 2)

The method of claim 2, further comprising initiating, by the processor, routing of the second ticket data to a second device associated with the selection.

### Claim 4 (depends on 2)

The method of claim 2, wherein the request indicates that a third probability that the second ticket corresponds to the third category exceeds a fourth probability that the second ticket corresponds to the fourth category.

### Claim 5 (depends on 2)

The method of claim 2, wherein initiating output of the request includes initiating, by the processor, output of the request to a user interface device.

### Claim 6 (depends on 2)

The method of claim 2, further comprising initiating, by the processor, storage in a memory device of an association between the selection and the second description data.

### Claim 7 (depends on 6)

The method of claim 6, further comprising initiating, by the processor, routing of third ticket data to the second device based on the association.

### Claim 8 (depends on 1)

The method of claim 1, further comprising:
receiving, at the processor, communication data representing a communication associated with the ticket;
determining, by the processor, the description data based on the communication data.

### Claim 9 (depends on 8)

The method of claim 8, wherein the communication data includes audio data, text data, or a combination thereof.

### Claim 10 (depends on 8)

The method of claim 8, wherein the communication is between a virtual agent and another entity.

### Claim 11 (depends on 1)

The method of claim 1, further comprising selecting, by the processor, the entropy threshold based on a data structure mapping a plurality of entropy values to a plurality of accuracy values and based on accuracy input indicating the accuracy threshold.

### Claim 12 (depends on 11)

The method of claim 11, wherein the data structure comprises a table.

### Claim 13 (depends on 11)

The method of claim 11, further comprising interpolating, by the processor, the entropy threshold based on the data structure and the accuracy input.

### Claim 14 (depends on 11)

The method of claim 11, further comprising generating, by the processor, the data structure by:
receiving, at the processor, training data representing set of training tickets;
determining a first plurality of training tickets of the set of training tickets and a second plurality of training tickets of the set of training tickets, the first plurality of training tickets associated with a first entropy value and the second plurality of training tickets associated with a second entropy value;
mapping the first entropy value to a first accuracy value associated with categorization of the first plurality of training tickets; and
mapping the second entropy value to a second accuracy value associated with categorization of the second plurality of training tickets.

### Claim 15 (depends on 14)

The method of claim 14, further comprising determining the first accuracy value based on a count of tickets included in the first plurality of training tickets and classified as correctly categorized.

### Claim 16 (depends on 15)

The method of claim 15, wherein the first accuracy value corresponds to a ratio of the count to a second count of tickets included in the first plurality of training tickets.

### Claim 17

An apparatus including:
a processor; and
a memory device storing instructions that, when executed by the processor, cause the processor to perform operations including:
receiving ticket data representing a ticket;
receiving description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
determining an entropy value associated with routing the ticket data; and
in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

### Claim 18 (depends on 18)

The apparatus of claim 18 further including an output interface configured to transmit the ticket data to the device responsive to a command from the processor.

### Claim 19

A computer-readable storage medium storing instructions that, when executed by a processor, cause the processor to perform operations including:
receiving ticket data representing a ticket;
receiving description data representing a description of the ticket; and
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
determining an entropy value associated with routing the ticket data; and
in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

### Claim 20 (depends on 19)

The computer-readable storage medium of claim 19, wherein the ticket is associated with a request for human resources aid, and wherein the first category corresponds to a first human resources department and the second category corresponds to a second human resources department.