International Business Machines Corporation

Gaargi B Dasgupta

Shivali Agarwal

Tapan Kumar Nayak

Arjun R Akula

Vijay Ekambaram

Giriprasad Sridhara

Shripad Jayant Nadgowda

Vishalaksh Aggarwal

Methods, systems, and computer program products for determining a recommended set of actions from operational data are provided herein. A computer-implemented method includes associating multiple action templates with a set of operational data corresponding to a query; selecting a first action template from the multiple action templates; identifying one or more attributes associated with the first action template; forming a first step of a resolution action in response to the query by populating the first action template with at least one of the attributes; repeating, based on the first step of the resolution action and the set of operational data, said selecting, said identifying, and said forming for at least a second action template to form a second step of the resolution action; and outputting the resolution action, wherein the resolution action comprises a fixed sequence of at least the first step and the second step.

Automatically determining a recommended set of actions from operational data

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

Gaargi B Dasgupta