At&t Intellectual Property I, L.p.

Heesook Choi

Roque Rios, Iii

Elissa Backas

Donghoon Shin

Maryam Samim

Hassan Chughtai

Nelson Cuebas

Yang Qu

Craig Scantlin

Aspects of the subject disclosure may include, for example, a method in which a processing system collects information associated with trouble tickets each including a problem abstract and a log text. The method includes analyzing the log text to obtain a problem resolution for that ticket; defining ticket clusters according to the problem abstracts, and labeling the clusters. The processing system creates a library of the labeled clusters, each entry including a cluster label, a problem abstract for that cluster, and a resolution summary for that problem abstract, indicating a mapping of the problem abstract to the resolution summary for that cluster. The method includes training, based on the mapping, machine-learning applications for a predicted resolution summary for each cluster and for classifying a new ticket. The method includes assigning the new ticket to a cluster according to the classifying. Other embodiments are disclosed.

Predictive resolutions for tickets using semi-supervised machine learning

Growing community of inventors

San Ramon, CA, United States of America

Heesook Choi