Servicenow, Inc.

Fair Isaac Corporation

Frank Wall Elliott, Jr

Joseph P Milana

Carmine Mangione-Tran

Fernando Ros

Kyle Randolph Hinsz

A method includes receiving, at a processor, ticket data representing a ticket. The method further includes receiving, at the processor, description data representing a description of the ticket. The method further includes calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category. The method further includes determining an entropy value associated with routing the ticket data. The method further includes, in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

Ticket routing

A first set of variables is introduced into a data transaction scoring system. The first set of variables having a maturity level less than a second set of variables previously matured on the data transaction scoring system. The maturity level corresponding to an amount of exposure to the data transaction scoring system. The amount of exposure affecting a degree of precision for the data transaction scoring system. The first set of variables are introduced by expanding a data transaction profile for the data transaction scoring system including second set of variables to further include the first set of variables. Initial values are assigned for the first set of variables based on a statistical model. After such an assignment, scoring of data transactions using the expanded data transaction profile prior to maturing the data transaction system using the first set of variables can be initiated. Related apparatus, systems, techniques, and articles are also described.

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Frank Wall Elliott, Jr