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:
Mar. 02, 2021
Filed:
May. 05, 2017
Servicenow, Inc., Santa Clara, CA (US);
Frank Wall Elliott, Jr., San Diego, CA (US);
Fernando Ros, Carlsbad, CA (US);
Carmine Mangione-Tran, San Diego, CA (US);
ServiceNow, Inc., Santa Clara, CA (US);
Abstract
A method includes receiving, at a processor, ticket data representing a ticket. The method further includes receiving, at the processor, description data representing a description of the ticket. The method further includes calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category. The method further includes determining an entropy value associated with routing the ticket data. The method further includes, in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.