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:
Jan. 04, 2022
Filed:
Sep. 23, 2019
Microsoft Technology Licensing, Llc, Redmond, WA (US);
Udayan Kumar, Kirkland, WA (US);
Nishant R. Bhatt, Redmond, WA (US);
Rakesh Namineni, Sammamish, WA (US);
Manoj Kumar, Lynnwood, WA (US);
Michael David Helm, Seattle, WA (US);
Cole Robert Fornia, Bothell, WA (US);
Chitra Mandyam, Issaquah, WA (US);
Ramanathan Muthiah, Issaquah, WA (US);
Microsoft Technology Licensing, LLC, Redmond, WA (US);
Abstract
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.