公开(公告)号：US20230216753A1

公开(公告)日：2023-07-06

申请号：US18091252

申请日：2022-12-29

Applicant: Promptlink Communications, Inc.

Inventor： Foad TOWFIQ ,  Alexander PODAREVSKY ,  Volodymyr POTAICHUK ,  Antonin SHTIKHLAYTNER ,  Andriy ZHURAVLOV ,  Dmytro VASYLKOVSKYI ,  Bohdan KISILCHUK ,  Volodymyr ANTIUFIEIEV

IPC: H04L41/507 ,  H04L41/5074 ,  H04L41/5022 ,  H04L41/0654

CPC classification number: H04L41/507 ,  H04L41/5074 ,  H04L41/5022 ,  H04L41/0654

Abstract: Various techniques include detecting noise resulting from data network impairments and analyzing the noise to determine a likely source and location of the data network impairments. The analysis is used to generate noise reports that instruct network technicians how to check network devices for network impairments. The instructions can be provided on portable electronic devices that are further configured to receive data characterizing any impairments identified at the network devices. The data generated by the network technicians can be used to improve the ability of the techniques to correctly identify the source of data network impairments.

公开(公告)号：US11658886B2

公开(公告)日：2023-05-23

申请号：US17899420

申请日：2022-08-30

Applicant: SentioCX B.V.

Inventor： Ronald Charles Rubens

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04L41/5074 ,  H04M3/523

CPC classification number: H04L41/5074 ,  H04M3/523

Abstract: A method of facilitating predictive intent-based routing of service requests. Accordingly, the method may include receiving a service request data from a user device, initiating a chatbot, retrieving a service portfolio based on the receiving of the service request data, processing the service portfolio and the service request data, determining a service level, analyzing the service request data using a first machine learning model, determining an intent based on the analyzing, generating an adjusted service level based on the intent using a second machine learning model, assigning an agent to a user of the at least one user based on the adjusted service level, generating a service notification for the agent based on the assigning, transmitting the service notification to the user device and an agent device associated with the agent, and storing the service request data, the service notification, and the adjusted service level.

公开(公告)号：US20230123010A1

公开(公告)日：2023-04-20

申请号：US17952526

申请日：2022-09-26

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：US11601350B2

公开(公告)日：2023-03-07

申请号：US17840682

申请日：2022-06-15

Applicant: Verint Americas Inc.

Inventor： Stephen McSwiggan

IPC: G06F15/16 ,  H04L43/045 ,  H04L45/302 ,  H04L41/5061 ,  H04L41/5022 ,  G06Q30/016 ,  G06Q10/00 ,  H04L41/5074

Abstract: The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.

公开(公告)号：US11601347B2

公开(公告)日：2023-03-07

申请号：US16944198

申请日：2020-07-31

Applicant: Kyndryl, Inc.

Inventor： Pawel Jasionowski ,  Steven J Mazzuca ,  Daniel S. Riley ,  Michael H. Roehl ,  George E. Stark ,  Daniel Grey Yates

IPC: H04L41/5074 ,  G06N20/00 ,  H04L41/5019 ,  G06Q10/0639 ,  G06Q10/0633

Abstract: A system to provide end users with recommendations on improving the quality of the incident management process is provided. A computer device identifies a set of historical incident reports, wherein the historical incident reports identify: (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve. The computing device trains a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve based, at least in part, on the identified set of historical incident reports. The computing device assigns a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.

公开(公告)号：US11582287B2

公开(公告)日：2023-02-14

申请号：US17295794

申请日：2019-10-11

Applicant: ConnectWise, LLC ,  Jake Morgan ,  Max Booth

Inventor： Jake Morgan ,  Max Booth

IPC: G06F15/16 ,  H04L67/025 ,  G06F3/038 ,  G06F9/451 ,  H04L67/56 ,  H04L41/082 ,  H04L41/22 ,  H04L41/5074

Abstract: Systems and methods of the present disclosure are directed to providing remote access capabilities in information technology infrastructure. In particular, systems and methods of the present disclosure can provide remotely access capabilities to facilitate the management, configuration, or maintenance of information technology infrastructure.

公开(公告)号：US11574016B2

公开(公告)日：2023-02-07

申请号：US16778013

申请日：2020-01-31

Applicant: Dell Products L. P.

Inventor： Sathish Kumar Bikumala ,  Marcio Fragoso Stumpf Lena ,  Deepak Nagarajegowda

IPC: G06F16/9032 ,  G06F9/451 ,  G06N3/08 ,  G06N20/00 ,  H04L41/16 ,  H04L41/5074

Abstract: Methods, information handling systems and computer readable media are disclosed for determining a priority score for a pending support request document. According to one embodiment, a method includes receiving current support request information from within a pending support request document and accessing current additional information associated with the pending support request document. The method further includes associating a set of parameter values with the pending support request document, wherein the values within the set of parameter values are based on information within one or both of the current support request information or the current additional information. The method continues with determining a priority score corresponding to the set of parameter values, where determining the priority score comprises applying a machine learning model developed using previous support request information and previous additional information associated with previously-resolved support request documents, and assigning the priority score to the pending support request document.

公开(公告)号：US20230033994A1

公开(公告)日：2023-02-02

申请号：US17772583

申请日：2020-10-08

Applicant: IoT-EX Inc.

Inventor： Jun MATSUMURA

IPC: H04L41/5074 ,  H04L41/5041

Abstract: A support method, a support system, and a computer program for efficiently creating a new service obtained by combining functions of a plurality of devices are provided. A support method of the present invention is a support method of supporting creation of a new service obtained by combining functions of a plurality of devices via an IoT hub to which the plurality of devices are connected, and causes an information processing device to execute an extraction step, and the support method further includes a list output step, a selection reception step, a selection output step, an availability reception step, an input and output step, an answer reception step, and a transmission step.

公开(公告)号：US11563653B2

公开(公告)日：2023-01-24

申请号：US17315075

申请日：2021-05-07

Applicant: SAP SE

Inventor： Rahul Tiwari ,  Devashish Biswas

IPC: H04L41/5067 ,  H04L41/507 ,  H04L41/5009 ,  H04L41/5074

Abstract: A technology for assessing client experience in incident management can be implemented. The technology can fetch an event log entry from a first database comprising a plurality of event log entries generated by a client, wherein the event log entry is associated with a timestamp, an event descriptor, and a prescribed target time to close the event log entry. The technology can extract a communication message sent by the client from the event descriptor, determine a polarity score based on sentiment analysis of the communication message, determine a client experience index (CEI) based on the polarity score, save the CEI in an event record in a second database, determine an aggregated CEI based on an average of a plurality of CEIs determined for the corresponding plurality of event log entries, and output the aggregated CEI.

公开(公告)号：US11556843B2

公开(公告)日：2023-01-17

申请号：US16512009

申请日：2019-07-15

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Elissa Backas ,  Yang Qu ,  Hassan Chughtai ,  Maryam Samim ,  Nelson Cuebas ,  Roque Rios, III ,  Craig Scantlin ,  Donghoon Shin ,  Heesook Choi

IPC: G06F40/30 ,  G06F16/35 ,  H04L41/5074 ,  G06N20/00 ,  H04L51/02 ,  G06K9/62 ,  G06F40/20

Abstract: Aspects of the subject disclosure may include, for example, a method in which a processing system collects information associated with trouble tickets each including a problem abstract and a log text. The method includes analyzing the log text to obtain a problem resolution for that ticket; defining ticket clusters according to the problem abstracts, and labeling the clusters. The processing system creates a library of the labeled clusters, each entry including a cluster label, a problem abstract for that cluster, and a resolution summary for that problem abstract, indicating a mapping of the problem abstract to the resolution summary for that cluster. The method includes training, based on the mapping, machine-learning applications for a predicted resolution summary for each cluster and for classifying a new ticket. The method includes assigning the new ticket to a cluster according to the classifying. Other embodiments are disclosed.