The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 15, 2020
Filed:
Jun. 14, 2017
Accenture Global Solutions Limited, Dublin, IE;
Prakash Ghatage, Bangalore, IN;
Madhura Shivaram, Bangalore, IN;
Kaushal Mody, Mumbai, IN;
Nirav Sampat, Mumbai, IN;
Samatha Kottha, Bangalore, IN;
Sumeet Sawarkar, Thane West, IN;
Suraj Jadhav, Navi Mumbai, IN;
Madhu Sudhan H V, Mysore, IN;
Nagendra B. Kumar, Bangalore, IN;
Accenture Global Solutions Limited, Dublin, IE;
Abstract
Techniques are described for routing service requests in a computer-implemented service environment. A received service request may be initially analyzed to determine a priority of the request. In some implementations, one or more actions may be automatically performed to provide an initial response to the requester. The text of the request may be analyzed to automatically determine a category of the request. In some implementations, a classification engine may determine the category of the request through use of a classification model that has been trained using one or more machine learning (ML) techniques and/or that employs Natural Language Processing (NLP). Based on the category, the request may be routed to agent(s) for handling. Routing may include generating a ticket that includes the request, the category, the priority, and/or other information, and the ticket may be provided to the appropriate agent(s) through a ticketing service.