Microsoft Technology Licensing, LLC

Michael David Helm

Ramanathan Muthiah

Rakesh Namineni

Udayan Kumar

Manoj Kumar

Nishant R Bhatt

Cole Robert Fornia

Chitra Mandyam

Techniques for managing support computing services in computing systems are disclosed. One example technique includes analyzing data representing a service ticket having data representing multiple messages exchanged between the user and a support entity of a support tier in the computing system. Based on the analysis, an interaction pattern in the multiple messages can be identified. The interaction pattern includes a sequence of words or phrases arranged in a chronological order. The method can further include determining whether the identified interaction pattern matches one or more interaction patterns corresponding to previously escalated service tickets and triggering a notification of the immediate escalation of the service ticket to another support entity in another support tier in response to determining that the interaction pattern matches one of the one or more interaction patterns corresponding to previously escalated service tickets.

Service ticket escalation based on interaction patterns

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Seattle, WA, United States of America

Michael David Helm