Servicenow, Inc.

Eugene Aaron Shtilkind

Sancho Savio Pinto

Munjal Angur Patel

Craig Campbell Brunner

Kai Guo

Omid Borjian

Daniel Glazer

Inbal Litvin

Ofer Vaisler

Boaz Zvi Hecht

Yonatan Perez

Samuil Tomushev

Rohit Katta

Andrii Kovalenko

Alap Kaushik Patel

James Brown

In various embodiments, a process for proactive problem detection using alert data and incident data includes receiving machine-generated alerts of an information technology environment and receiving user-specified incidents of the information technology environment. The process includes combining the machine-generated alerts and the user-specified incidents into a combined group, clustering elements of the combined group into one or more component clusters, and determining a relative priority between the one or more component clusters based on one or more properties of corresponding elements belonging to the one or more component clusters.

Proactive problem detection using alert data and incident data

The present approach relates to systems and methods for facilitating a client-agent conversation using dynamic, contextual information related to a client portal. The contextual information for the conversation may be determined using a server side script and/or a client side script that provides relevant portal usage data. The contextual information may be used to determine a conversation topic, which may be used to facilitate routing a request to chat to the appropriate agent for the topic.

Virtual agent portal integration of two frameworks

A specification of one or more query response modules from a third-party entity different from an entity providing a search service is received. A search query from a user is received. The search query is processed at least in part with the search service to determine whether any of the one or more query response modules are applicable to the search query. In response to a determination that at least one of the one or more query response modules is applicable to the search query, one of the query response modules is selected for the search query. The selected query response module is executed to determine a module answer content. The search query is processed to identify links to content responsive to the search query. A response to the search query is provided including by embedding the module answer content in a user interface providing at least a portion of the identified links.

Query response module and content links user interface

A first example embodiment may involve obtaining, by a mobile device associated with a particular user, representations of: (i) a first set of custom enterprise-related actions that are specific to the particular user, and (ii) a second set of general enterprise-related actions that are applicable to multiple users. The first example embodiment may further involve generating and displaying, on a screen of the mobile device, a scrollable graphical user interface including an ordering of actuatable user interface elements including: actuatable user interface elements for a search text box, followed by actuatable user interface elements for the first set of custom enterprise-related actions, followed by actuatable user interface elements for the second set of general enterprise-related actions.

Personalized graphical user interfaces for enterprise-related actions

Growing community of inventors

San Diego, CA, United States of America

Eugene Aaron Shtilkind