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:
Nov. 02, 2021
Filed:
Mar. 22, 2019
Ca, Inc., San Jose, CA (US);
Kevin A. Roundy, El Segundo, CA (US);
Mahmood Sharif, Pittsburgh, PA (US);
Matteo Dell'Amico, Antibes, FR;
Christopher Gates, Culver City, CA (US);
Daniel Kats, Culver City, CA (US);
Dong Chung, Playa Vista, CA (US);
CA, INC., New York, NY (US);
Abstract
The present disclosure relates to using correlations between support interaction data and telemetry data to discover emerging incidents for remediation. One example method generally includes receiving a corpus of support interaction data and a corpus of telemetry data. Topics indicative of underlying problems experienced by users of an application are extracted from the corpus of support interaction data. A topic having a rate of appearance in the support interaction data above a threshold value is identified. A set of telemetry data relevant to the topic is extracted from the corpus of telemetry data, and a subset of the relevant set of telemetry data having a frequency in the relevant set of telemetry data above a second threshold value is identified. The topic and the subset of telemetry data are correlated to an incident to be remediated, and one or more actions are taken to remedy the incident.