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:
Oct. 20, 2020
Filed:
Jun. 07, 2016
Bmc Software, Inc., Houston, TX (US);
Thomas L. Adrian, Dublin, CA (US);
Cedric Young, Markham, CA;
Peter Adams, San Jose, CA (US);
Jek-Sun Wong, Brooklin, CA;
Sun Chun Chu, Richmond Hill, CA;
Dinesh Elaprolu, Fremont, CA (US);
Brian Zaik, San Jose, CA (US);
Sameer Mardhekar, Pune, IN;
BMC Software, Inc., Houston, TX (US);
Abstract
In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.