Service deployment system based on service ticket data mining and agent profiles
AssigneeIntelenz, Inc.
InventorRenzo Zagni
Life of this patent
Estimating the term…
Abstract
Service deployment based on service ticket data mining and agent profiles can include: obtaining an agent profile for each of a set of service agents, each agent profile specifying a set of skills of the corresponding service agent; caching a set of service tickets each describing a corresponding service issue reported by a set of service clients of a service deployment system; subdividing the service tickets into a set of ticket groups by detecting one or more content patterns in the service tickets such that the content patterns are based on the skills of the service agents; and determining a recommendation of which the service tickets should be assigned to which of the service agents based on the ticket groups and the agent profiles.
Claims20
A service deployment system, comprising:
- a data store for holding an agent profile for each of a set of service agents, each agent profile specifying a set of skills of the corresponding service agent;
- a cache of set of service tickets each describing a corresponding service issue reported by a set of service clients of the service deployment system;
- a data miner for subdividing the service tickets into a set of ticket groups by detecting one or more content patterns in the service tickets such that the content patterns are based on the skills of the service agents;
- and
- an agent mapper for determining a recommendation of which the service tickets should be assigned to which of the service agents based on the ticket groups and the agent profiles.
A method for service deployment, comprising:
- obtaining an agent profile for each of a set of service agents, each agent profile specifying a set of skills of the corresponding service agent;
- caching a set of service tickets each describing a corresponding service issue reported by a set of service clients of a service deployment system;
- subdividing the service tickets into a set of ticket groups by detecting one or more content patterns in the service tickets such that the content patterns are based on the skills of the service agents;
- and
- determining a recommendation of which the service tickets should be assigned to which of the service agents based on the ticket groups and the agent profiles.
Dependencies are inferred from the claim text.