Microsoft Technology Licensing, LLC

Udayan Kumar

Rakesh Namineni

Ramanathan Muthiah

Michael David Helm

Cole Robert Fornia

Nishant R Bhatt

Manoj Kumar

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

A system may include a processing unit; a storage device comprising instructions, which when executed by the processing unit, configure the processing unit to perform operations comprising: retrieving a meeting count of meetings scheduled during a future time period; generating a predicted usage level of a service during the future time period based on the meeting count; determining a resource modification for the service based on the predicted usage level; and implementing the resource modification prior to the future time period.

Predictive system resource allocation

A system may include a processing unit; a storage device comprising instructions, which when executed by the processing unit, configure the processing unit to perform operations comprising: receiving a service outage alert for a service used by an entity; retrieving a current count of non-recurring meetings for the entity; determining that the service outage alert is a false positive based on a current service load for the service and the current count; and based on the determining, suppressing the service outage alert.

System for suppressing false service outage alerts

Growing community of inventors

Kirkland, WA, United States of America

Udayan Kumar