Automatically processing tickets
OwnerHaixun Wang, Shengqi Yang +1inventors
InventorsHaixun Wang, Shengqi Yang, Manender Verma
Life of this patent
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Abstract
A system receives multiple support tickets, each of which contains support request text and is generated based on a support request received from a user of a computer system communicatively coupled to the system. The system applies a trained model to the support request text of each support ticket to assign a label to each support ticket. The label designates a type of support request contained in the support request text. The system renders a dashboard displaying a representation of the multiple support tickets organized according to the assigned labels.
Claims20
A method comprising:
- receiving at a system, multiple support tickets each containing support request text and generated based on a support request received from a user of a computer system communicatively coupled to the system;
- applying, by the system, a trained model to the support request text of each support ticket to assign a label to each support ticket that designates a type of support request contained in the support request text;
- and
- rendering by the system, a dashboard displaying a representation of the multiple support tickets organized according to the assigned labels.
A non-transitory computer readable storage medium storing executable computer program code, the computer program code when executed by a processor causing the processor to perform steps comprising:
- receiving multiple support tickets each containing support request text and generated based on a support request received from a user of a computer system communicatively coupled to the system;
- applying a trained model to the support request text of each support ticket to assign a label to each support ticket that designates a type of support request contained in the support request text;
- and
- rendering a dashboard displaying a representation of the multiple support tickets organized according to the assigned labels.
A method in a computing system, comprising:
- receiving a plurality of support requests each generated by a user and comprising support request text;
- for each received support request, creating a support ticket containing the support request text;
- for each of at least a portion of the created support tickets:
- extracting keywords from the contained support request text;
- using extracted keywords to determine a label;
- and
- attributing the determined label to the support ticket.
Dependencies are inferred from the claim text.