公开(公告)号：US20250071031A1

公开(公告)日：2025-02-27

申请号：US18946203

申请日：2024-11-13

Applicant: ATLASSIAN PTY LTD ,  ATLASSIAN US, INC.

Inventor： Rahul Gupta ,  Basak Meral ,  Batuhan Kama ,  Gokce Erdogan

IPC: H04L41/5074 ,  G06Q30/016 ,  H04L41/5061

Abstract: Embodiments provide a user-defined external support request routing platform for routing a client support request initiated by a client computing device associated with an external communications platform. Embodiments also include receiving a support communications integration definition object comprising an external communications platform type identifier, an external communications platform provider identifier, an external communications platform address, and an external communications platform credential. In response to receiving the support communications integration definition object, embodiments update a support communications platform integration associated with an external communications support request routing system. Embodiments also include parsing a client support request to identify support routing data and determining a designated external communications platform address and a designated external communications platform credential from the support communications platform integration based on the support routing data. Embodiments also include causing output of the client support request to the designated external communications platform address and initiating a client support session.

公开(公告)号：US20250028619A1

公开(公告)日：2025-01-23

申请号：US18908722

申请日：2024-10-07

Applicant: CITICORP CREDIT SERVICES, INC. (USA)

Inventor： Rajendra Kishore THOTA ,  Anirban Dhar CHOWDHURY ,  Keerthivasan RAJAGOPALAN ,  Bhanuprakash Reddy NALAMADGU ,  Ashutosh SUREKA ,  Shadman ZAFAR

IPC: G06F11/34 ,  G06F18/24 ,  G06N20/00 ,  G06Q30/016 ,  H04L41/5074

Abstract: Systems and methods for data corroboration and forecasting in which a sever generates structured customer feedback data from unstructured customer verbatim data and uses unsupervised machine learning modeling techniques to identify similar word clusters within the structured customer feedback data, classifies the identified word clusters into multiple categories of customer issues, and detects one or more trending customer issues within the multiple categories. The server may also retrieve web/mobile application usage analytics data and system logs data and use unsupervised machine learning modeling techniques to corroborate customer web/mobile navigation and service issues associated with the structured customer feedback data.

公开(公告)号：US20240396976A1

公开(公告)日：2024-11-28

申请号：US18794591

申请日：2024-08-05

Applicant: Atlassian Pty Ltd. ,  Atlassian US, Inc.

Inventor： Ali Dasdan ,  Sanjay Ghatare ,  Balazs Nagy ,  Timothy Clipsham

IPC: H04L67/50 ,  H04L41/00 ,  H04L41/22 ,  H04L41/5061 ,  H04L41/5074 ,  H04L67/55

Abstract: A method for displaying an event feed to a user includes, at an event feed service in communication with an issue tracking system and a collaborative document system, receiving, from an issue tracking system including a plurality of issue tickets, a notification of an event associated with an issue ticket and a reference to the issue ticket, and receiving, from a collaborative document system including a plurality of user-generated documents, a notification of an event associated with a user-generated document and including a reference to the user-generated document. The method may further include causing at least a portion of an event feed to be displayed to the user, the event feed including a first feed item including a first actionable input object configured to cause a modification of the issue, and a second feed item including a second actionable input object configured to cause a modification of the user-generated document.

公开(公告)号：US12155543B2

公开(公告)日：2024-11-26

申请号：US17138560

申请日：2020-12-30

Applicant: Cisco Technology, Inc.

Inventor： Jyoti Bansal ,  Bhaskar Sunkara ,  Manoj Acharya ,  Vinay Srinivasaiah ,  Binil Thomas ,  Awais Ahmed

IPC: H04L67/50 ,  G06N5/00 ,  H04L41/5074 ,  H04L43/04 ,  H04L61/10 ,  H04L67/025

Abstract: A system monitors a network or web application provided by one or more distributed applications and provides data for each and every method instance in an efficient low-cost manner. Agents may monitor the performance of the distributed application by the web services and report monitoring data as runtime data to the remote server, for example a controller. The controller may analyze the data to identify one or more performance issues or “hot spot” methods based on current or past performance, functionality, content, or business relevancy. Instructions and/or configuration information may be transmitted by the controller to the agents that correspond to a particular business transaction portion associated with a hot spot. The portions are then monitored to collect data associated with the hot spot and the hot spot data is reported back to the controller.

公开(公告)号：US20240333612A1

公开(公告)日：2024-10-03

申请号：US18620167

申请日：2024-03-28

Applicant: ATLASSIAN PTY LTD ,  ATLASSIAN (US) LLC

Inventor： Michael Ruflin ,  Christopher Mann ,  Omprakash Kuppan ,  Zhou Sha

IPC: H04L41/5074 ,  H04L41/5003

CPC classification number: H04L41/5074 ,  H04L41/5003

Abstract: Methods, apparatuses, or computer program products provide for processing multi-channel service data objects to initiate automated resolution actions via an intent engine. A first service message object is received via a first communication channel of a plurality of communication channels. The first service message object defines a first feature dataset associated with the first communication channel. Additionally, a second service message object is received via a second communication channel of the plurality of communication channels. The second service message object defines a second feature dataset associated with the second communication channel. Based on the first feature dataset and the second feature dataset, support labels for the first service message object and the second service message object are generated. Furthermore, the support labels for the first service message object and the second service message object are correlated to respective resolution data objects related to one or more resolution actions.

公开(公告)号：US20240250863A1

公开(公告)日：2024-07-25

申请号：US18012455

申请日：2022-11-10

Applicant: RAKUTEN SYMPHONY, INC.

Inventor： Diego REINECKE ENRIQUEZ

IPC: H04L41/0604 ,  H04L41/5022 ,  H04L41/5074

CPC classification number: H04L41/0609 ,  H04L41/5022 ,  H04L41/5074

Abstract: A data payload is generated to describe an event, and includes a priority value indicating a level of urgency for response. Text-based notifications are generated to have text content based on the payload contents and formatted according to a format standard for one or more text transmission services, and then transmitted to user devices. Additionally, audio-based notifications, having audio content based on the payload contents, are selectively generated and transmitted based on the priority value of the data payload, on an elapsing of a time duration associated with the priority value of the data payload, and on acknowledgment states of the user devices. In this manner, a two-stage event notification providing both text-based notifications and escalated audio-based notifications is achieved.

公开(公告)号：US20240243980A1

公开(公告)日：2024-07-18

申请号：US18013109

申请日：2022-11-28

Applicant: RAKUTEN SYMPHONY, INC.

Inventor： Ecem Oyku GECGEL ,  Rina TAKAMATSU ,  Bal Vikas NIRALA ,  Sanyam MADAAN

IPC: H04L41/5074 ,  H04L41/06

CPC classification number: H04L41/5074 ,  H04L41/06

Abstract: A method performed by at least one processor for generating an event ticket includes receiving, for at least one user, a selection of a network quality category from a plurality of network quality categories. The method includes receiving a selection of an alarm associated with the selected network quality category. The method includes receiving a selection of at least one threshold for the selected alarm. The method includes determining a number of times the alarm is triggered within a predetermined time period. The method further includes generating the event ticket in response to a determination the number of times the alarm is triggered within the predetermined time period exceeds the at least one threshold.

公开(公告)号：US12040935B2

公开(公告)日：2024-07-16

申请号：US17378084

申请日：2021-07-16

Applicant: State Farm Mutual Automobile Insurance Company

Inventor： Cara Jividen ,  Shannon Paul McMahon ,  Scott Ward

IPC: H04L41/0631 ,  G06F18/214 ,  G06N20/00 ,  H04L41/12 ,  H04L41/5074

CPC classification number: H04L41/064 ,  G06F18/214 ,  G06N20/00 ,  H04L41/0645 ,  H04L41/065 ,  H04L41/12 ,  H04L41/5074

Abstract: A node detects an alert corresponding to an anomalous event during a time period. The alert is correlated with previously detected alerts occurring within the time period and a causal relationship associated with nodes in the networked computing environment. The node may then recursively identify a root cause of the anomalous event detected in the networked computing environment based on a set of correlated alerts. An incident ticket may then be sent to the node identified as the root cause of the anomalous event, and the node may notify other nodes in the network having a causal relationship with the node of the anomalous event.

公开(公告)号：US12034613B2

公开(公告)日：2024-07-09

申请号：US17178578

申请日：2021-02-18

Applicant: CERNER INNOVATION, INC.

Inventor： Shishir Gupta ,  Guru Shankar ,  Pramod Kumar Deshpande

IPC: H04L41/5074 ,  G06F40/205 ,  G06F40/289 ,  G06F40/30 ,  H04L41/5061

CPC classification number: H04L41/5074 ,  G06F40/205 ,  G06F40/289 ,  G06F40/30 ,  H04L41/5064

Abstract: Technologies are provided for automatically routing service requests (e.g., trouble tickets). More particularly, embodiments of the present invention provide a real-time routing system that helps reduce the wait time on the assignment of client logged support requests. To do so, a batch job may run regularly (e.g., every 5 minutes) to identify newly logged tickets by querying a ticket database corresponding to a ticket system. The smart routing systems utilizes an iterative process to identify the most appropriate associate on the most appropriate support team for assigning the ticket. Once the appropriate associate has been identified, the client as well as the associate may be notified regarding the ticket assignment.

公开(公告)号：US12008025B2

公开(公告)日：2024-06-11

申请号：US17502197

申请日：2021-10-15

Applicant: EMC IP Holding Company LLC

Inventor： Shelesh Chopra ,  Parminder Singh Sethi ,  Akanksha Goel ,  Kanika Kapish

IPC: G06F16/00 ,  G06F16/33 ,  G06F16/332 ,  G06F16/901 ,  H04L41/5074

CPC classification number: G06F16/3329 ,  G06F16/3326 ,  G06F16/3346 ,  G06F16/9024 ,  H04L41/5074

Abstract: In general, embodiments relate to a method for managing a technical support session, comprising: determining a technical support issue (TSI) for a technical support session; identifying a question path graph (QPG) associated with the TSI; and displaying at least a portion of the QPG to a technical support person (TSP) during the technical support session.