Systems and methods for assisted resolution of support tickets
AssigneeUST Global (Singapore) Pte. Ltd.
InventorPrithiviraj Damodaran
Life of this patent
Estimating the term…
Abstract
A system for helping resolve support tickets is configured to: (a) receive a problem query, the problem query including searchable text; (b) determine, from a ticket corpus, one or more issues similar to the problem query; (c) provide a subset of the one or more issues to a service device; (d) receive an issue selection from the service device; (e) determine one or more resolutions associated with the issue selection; (f) provide a subset of the one or more resolutions to the service device, the subset determined based on one or more features of each of the one or more resolutions, the one or more features including last activity length in user notes of the one or more resolutions; and (g) receive a resolution selection from the service device.
Claims13
A system for helping resolve support tickets, the system including a non-transitory computer-readable medium storing computer-executable instructions thereon such that when the instructions are executed, the system is configured to:
- receive a problem query, the problem query including searchable text;
- determine, from a ticket corpus, one or more issues similar to the problem query;
- provide a subset of the one or more issues to a service device;
- receive an issue selection from the service device;
- determine one or more resolutions associated with the issue selection;
- provide a subset of the one or more resolutions to the service device, the subset determined based on one or more features of each of the one or more resolutions, the one or more features including last activity length in user activity field of the one or more resolutions;
- and
- receive a resolution selection from the service device.
A method for helping resolve support tickets, the method performed by a computing device, the method comprising:
- receiving a problem query, the problem query including searchable text;
- determining from a ticket corpus, one or more issues similar to the problem query;
- providing a subset of the one or more issues to a service device;
- receiving an issue selection from the service device;
- determining one or more resolutions associated with the issue selection;
- providing a subset of the one or more resolutions to the service device, the subset determined based on one or more features of each of the one or more resolutions, the one or more features including last activity length in user activity field of the one or more resolutions;
- and
- receiving a resolution selection from the service device.
Dependencies are inferred from the claim text.