公开(公告)号：US11489741B2

公开(公告)日：2022-11-01

申请号：US17533467

申请日：2021-11-23

Applicant: LIVEPERSON, INC.

Inventor： Fred Clarke ,  Andrew Lader

IPC: H04L41/5074 ,  H04L41/0631 ,  H04L41/16

Abstract: The present disclosure relates generally to facilitating routing of communications across external systems. More specifically, techniques are provided to dynamically route issue tracking tickets to disparate endpoints based on the content of the ticket.

公开(公告)号：US11488175B2

公开(公告)日：2022-11-01

申请号：US17150735

申请日：2021-01-15

Applicant: eBay Inc.

Inventor： Dileep Kumar Basam

IPC: G06F11/07 ,  G06Q30/00 ,  H04L41/0631 ,  H04L67/01 ,  H04L41/5074 ,  H04L65/1063

Abstract: In various example embodiments, a system and method for a proactive customer support system are provided. In some example embodiments, outgoing communications from an application server to a client device are monitored for error messages, outgoing error messages are detected, an error type for an error message is determined, an issue ticket including the error message and the error type is generated, and instructions are transmitted that cause a customer service device to display the issue ticket. In some example embodiments, the system additionally assigns a priority score and ranks open error tickets based on their respective error messages. In some example embodiments, the system provides a help message to the client device based on the error message, receives an information request from the client device, determines a reply message based on the information request, and transmits instructions to the client device to display the reply message.

公开(公告)号：US11468235B2

公开(公告)日：2022-10-11

申请号：US16634656

申请日：2020-01-20

Applicant: BayesTree Intelligence Pvt Ltd.

Inventor： Partha Pratim Ghosh ,  Girish Koppar ,  Avijit Biswas ,  Jatin Puri ,  Nabarun Mondal

IPC: G06F40/279 ,  G06F16/31 ,  G06F16/35 ,  G06F40/205 ,  G06F40/169 ,  G06N5/02 ,  H04L41/5074

Abstract: A system and method for automatically and algorithmically resolving service tickets through the utilization of historical solution data obtained from multiple sources. The system and method are optionally capable of providing and executing a BOT capable of implementing one or solutions based on the automatic and algorithmic recommendation of a solution to resolve the service ticket(s).

公开(公告)号：US20220217060A1

公开(公告)日：2022-07-07

申请号：US17703644

申请日：2022-03-24

Applicant: Capital One Services, LLC

Inventor： Joshua EDWARDS ,  Carrie NORMAN ,  Abdelkader M'Hamed BENKREIRA

IPC: H04L41/5074 ,  H04L51/02 ,  G06N20/00 ,  G06Q10/06 ,  G06Q30/00

Abstract: In some embodiments, a queue may be monitored to perform an automated adjustment related to a data item in the queue. In some embodiments, the data item may be associated with a product or service and include a code related to an access to the product or service. Based on the code, configuration information related to the product or service may be obtained. Based on a detected change related to the product or service, an indication of a set of self-support actions may be sent to a user device. One or more self-support actions (performed via the user device) may be determined, and an adjustment related to the access to the product or service may be performed based on the determined self-support actions. In some embodiments, the adjustment related to the access to the product or service may include modifying a configuration of the access to the product or service based on the determined self-support actions.

公开(公告)号：US20220150138A1

公开(公告)日：2022-05-12

申请号：US17455127

申请日：2021-11-16

Applicant: Palantir Technologies Inc.

Inventor： Arjun Mathur ,  Andrew Ash ,  Anuraag Bahl ,  Andy Chen ,  Aydin Keskin ,  Christopher Rogers ,  Anshuman Prasad ,  Ankit Shankar ,  Casey Patton ,  Christopher Wynnyk ,  Joanna Peller ,  Jonathan Victor ,  Mackenzie Bohannon ,  Mitchell Skiles ,  Nikhil Taneja ,  Ryan Norris ,  Scott Adams ,  Samuel Sinensky ,  Sri Krishna Vempati ,  Thomas Mathew ,  Vinoo Ganesh ,  Rahij Ramsharan

IPC: H04L41/5022 ,  H04L41/0631 ,  H04L41/5067 ,  H04L41/5074

Abstract: A system for troubleshooting network problems is disclosed. A model can use demographic information, network usage information, and network membership information to determine an importance of a problem. The importance of the problem for the user who reported the problem, a number of other users affected by the problem, and the importance of the problem to the other users can be used to determine a priority for resolving the problem. Before and after a work order is executed to resolve the problem, network metrics can be gathered, including aggregate network metrics, and automatically presented in various user interfaces. The analysis of the metrics can be used to update a database of which work orders are assigned in response to which problems.

公开(公告)号：US11271796B2

公开(公告)日：2022-03-08

申请号：US16895993

申请日：2020-06-08

Applicant: TUPL INC.

Inventor： Pablo Tapia ,  Rafael Sanchez-Mejias

IPC: H04L12/24 ,  H04L41/0631 ,  H04W24/08 ,  H04L41/5074 ,  H04L41/16 ,  G06N7/00 ,  H04L41/5067 ,  G06N20/00 ,  H04W24/10

Abstract: An analytic application may automatically determine a root cause of an issue with a wireless carrier network and generate a solution for the root cause. Initially, a data management platform may receive performance data regarding user device and network components of a wireless carrier network from multiple data sources. Subsequently, the analytic application may receive an indication of an issue affecting one or more user devices that are using the wireless carrier network. The analytic application may analyze the performance data using a trained machine learning model to determine a root cause for the issue affecting the one or more user devices. The trained machine learning model may employ multiple types of machine learning algorithms to analyze the performance data. The analytic application may provide the root cause or the solution that resolves the root cause for presentation.

公开(公告)号：US11271795B2

公开(公告)日：2022-03-08

申请号：US16534134

申请日：2019-08-07

Applicant: Ciena Corporation

Inventor： Shelley A. Bhalla ,  Magdi Wissa ,  Thomas Triplet ,  David Côté

IPC: H04L12/24 ,  H04L41/0631 ,  G06N20/00 ,  G06F3/0482 ,  H04L41/147 ,  H04L41/22 ,  H04L41/5074 ,  H04L67/12

Abstract: Systems and methods include obtaining telemetry data associated with a network having a plurality of network elements; presenting a list of ongoing issues and predicted issues based on the telemetry data, on a display; responsive to a selection of an issue that is one of the ongoing issues and the predicted issues in the list, presenting a root cause analysis of the issue including one or more diagnosis; presenting a list of prescriptive actions on the display to address the issue based on the root cause analysis including a mechanism for a user to cause execution of any of the prescriptive actions; and receiving a selection of one or more of the prescriptive actions from the user.

公开(公告)号：US20240430180A1

公开(公告)日：2024-12-26

申请号：US18435972

申请日：2024-02-07

Applicant: Capital One Services, LLC

Inventor： Joshua EDWARDS ,  Carrie NORMAN ,  Abdelkader M'Hamed BENKREIRA

IPC: H04L41/5074 ,  G06N20/00 ,  G06Q10/06 ,  G06Q30/016 ,  H04L41/5061 ,  H04L51/02

Abstract: In some embodiments, a queue may be monitored to perform an automated adjustment related to a data item in the queue. In some embodiments, the data item may be associated with a product or service and include a code related to an access to the product or service. Based on the code, configuration information related to the product or service may be obtained. Based on a detected change related to the product or service, an indication of a set of self-support actions may be sent to a user device. One or more self-support actions (performed via the user device) may be determined, and an adjustment related to the access to the product or service may be performed based on the determined self-support actions. In some embodiments, the adjustment may include modifying a configuration of the access to the product or service based on the determined self-support actions.

公开(公告)号：US12177095B1

公开(公告)日：2024-12-24

申请号：US18358679

申请日：2023-07-25

Applicant: Capital One Services, LLC

Inventor： Mohamed Seck ,  Krystan R. Franzen

IPC: G06F15/16 ,  H04L41/0604 ,  H04L41/5074

Abstract: In some implementations, a remediation engine may receive an indication of the cloud-based application. The remediation engine may generate the data structure for the cloud-based application. The remediation engine may receive an indication of a corresponding user. The remediation engine may update the data structure to associate the corresponding user with the cloud-based application. The remediation engine may receive an indication of a corresponding category. The remediation engine may update the data structure to associate the corresponding category with the cloud-based application. The remediation engine may receive an indication of a first label and an indication of a first module of the cloud-based application. The remediation engine may update the data structure to associate the first label with the first module of the cloud-based application. The remediation engine may provide the data structure for processing alerts associated with the cloud-based application.

公开(公告)号：US20240275699A1

公开(公告)日：2024-08-15

申请号：US18169009

申请日：2023-02-14

Applicant: Microsoft Technology Licensing, LLC

Inventor： Myriam TITON ,  Adir HUDAYFI ,  Zakie MASHIAH

IPC: H04L41/5074 ,  G06F16/35

CPC classification number: H04L41/5074 ,  G06F16/35 ,  H04L41/069

Abstract: The disclosure relates to utilizing a service incident resolution system to determine and mitigate service incidents in a cloud computing system. For example, based on identifying an outage ticket (e.g., a customer-impacting incident ticket), the service incident resolution system identifies additional context of the outage by detecting a number of relevant monitoring signals. For instance, the service incident resolution system utilizes various monitoring signals and service models to determine monitoring signals that are relevant to the outage ticket by efficiently selecting relevant monitor signals and filtering out noisy signals. In this way, vaguely reported outages are supplemented with rich information that enable these outages to be resolved more quickly. Additionally, the service incident resolution system may utilize service-based models to efficiently send a report of an outage to a service or mitigation team that is well-equipped to quickly address the outage.