SYSTEMS AND METHODS FOR INTELLIGENT TICKET MANAGEMENT AND RESOLUTION

SYSTEMS AND METHODS FOR INTELLIGENT TICKET MANAGEMENT AND RESOLUTION

Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be reso...

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Hauptverfasser: PATZLSBERGER, Shane M, GESSLER, Damyn L, STRUNK, Shane W, DAKE, Joel E, WELLMANN, Benjamin
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
PHYSICS
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creator PATZLSBERGER, Shane M
GESSLER, Damyn L
STRUNK, Shane W
DAKE, Joel E
WELLMANN, Benjamin
description Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.
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subjects CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
PHYSICS
title SYSTEMS AND METHODS FOR INTELLIGENT TICKET MANAGEMENT AND RESOLUTION
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