International Business Machines Corporation

Arjun R Akula

Tapan Kumar Nayak

Gaargi B Dasgupta

Vijay Ekambaram

Ramasuri Narayanam

Gargi Banerjee Dasgupta

Shivali Agarwal

Shripad Jayant Nadgowda

Methods, systems, and computer program products for measuring effective utilization of a service practitioner for ticket resolution via a wearable device are provided herein. A computer-implemented method includes determining one or more keywords related to multiple information technology action item categories; matching the determined keywords to a set of keystroke data, wherein the keystroke data are captured (i) by a remote device associated with an information technology action item practitioner (ii) over a fixed duration of time; computing, based on said matching the amount of the fixed duration of time spent by the information technology action item practitioner attempting to resolve an information technology action item from among the multiple categories; and outputting the computed amount of time to at least one user.

Measuring effective utilization of a service practitioner for ticket resolution via a wearable device

Methods, systems, and computer program products for structured representation and classification of noisy and unstructured tickets are provided herein. A method includes correlating one or more items of problem incident text data from a given problem incident identifier with items of event text data to generate items of correlated text data within the given problem incident identifier; applying a syntactic grammar to the items of correlated text data to identify in the given problem incident identifier (i) one or more domain-dependent concepts and (ii) one or more domain-independent concepts; parsing noisy and/or unstructured text from the given problem incident identifier based on analysis of (i) the domain-dependent concepts and (ii) the domain-independent concepts; and classifying the given problem incident identifier by classifying features derived from text of the given problem incident identifier subsequent to said parsing of said noisy and/or unstructured text from the given problem incident identifier.

Structured representation and classification of noisy and unstructured tickets in service delivery

Methods, systems, and computer program products for analyzing tickets using discourse cues in communication logs are provided herein. A computer-implemented method includes analyzing a plurality of communication logs associated with a query related to an information technology issue to determine one or more discourse relationships between the plurality of communication logs; generating a hierarchical structure representing the plurality of communication logs and the one or more determined discourse relationships; associating the query with one or more classified queries by (i) determining one or more patterns in the hierarchical structure and (ii) comparing the one or more determined patterns to patterns associated with multiple historical hierarchical structures associated with classified queries; and determining one or more information technology issue categories applicable to the query based on said associating.

Analyzing tickets using discourse cues in communication logs

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Bengaluru, India

Arjun R Akula