Automated help ticket assignment system
AssigneeGoogle Inc.
InventorJeffrey W. Scudder
Life of this patent
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Abstract
Embodiments of the present invention relate to systems and methods for automating the assignment of digital help-desk requests. An embodiment of the invention includes a request analyzer module which analyzes the content of the digital help-desk request, a task load monitor module which analyzes the help-desk resource availability and suitability, and a help-ticket assignment module with generates a help ticket based on the digital help-desk request and assigns the help ticket to a resource based upon the analysis of the request and the analysis of resource availability and suitability. The system may also estimate a time to respond to the request based upon an analysis of the assigned resources capabilities and status.
Claims22
A help-ticket assignment system, comprising:
- a request analyzer module configured to receive a digital help-desk request for assistance from a user and determine a characteristic of the digital help-desk request;
- a task load monitor module configured to determine availability and suitability of a help-desk resource based on the characteristic of the digital help-desk request;
- and
- a help-ticket assignment module configured to assign a help-ticket to the help-desk resource based upon the characteristic of the help-desk request, the determined availability and suitability of the help-desk resource, and a priority and a severity of an outstanding and unresolved issue.
A method for help-ticket assignment comprising:
- electronically receiving a digital help-desk request for assistance;
- determining a characteristic and a topic attribute of the digital help-desk request using a request parser;
- determining availability and suitability of a help-desk resource using a resource analyzer;
- and
- generating an assignment of a help-ticket to the help-desk resource based upon the characteristic and the topic attribute of the help-desk request, the determined availability and suitability of the help-desk resource, and a priority and a severity of an outstanding and unresolved issue.
An apparatus for assigning help-tickets, comprising:
- a processor;
- a network communication interface;
- and
- a memory in communication with the processor, the memory being configured to store a plurality of processing instructions directing the processor,
- in conjunction with the network communication interface, to:
- receive a digital help-desk request for assistance;
- determine a characteristic of the digital help-desk request;
- determine availability and suitability of a help-desk resource;
- and
- assign a help-ticket to the help-desk resource based upon the characteristic of the help-desk request, the determined availability and suitability of the help-desk resource, and a priority and a severity of an outstanding and unresolved issue.
A computer program product comprising a computer readable medium having control logic stored thereon for causing a computer to assign help-tickets, comprising:
- first computer readable program code that causes the computer to receive a digital help-desk request for assistance;
- second computer readable program code that causes the computer to determine a characteristic of the digital help-desk request;
- third computer readable program code that causes the computer to determine suitability of a help-desk resource;
- fourth computer readable program code that causes the computer to determine availability of a help-desk resource;
- and
- fifth computer readable program code that causes the computer to assign a help-ticket to the help-desk resource based upon the characteristic of the help-desk request, the determined availability and suitability of the help-desk resource, and a priority and a severity of an outstanding and unresolved issue.
Dependencies are inferred from the claim text.