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. 11, 2022
Filed:
Mar. 18, 2019
Servicenow, Inc., Santa Clara, CA (US);
Manjeet Singh, Rewari, IN;
Bruce Walthers, San Jose, CA (US);
Lingzhu Li, Mountain View, CA (US);
Jeevan Anand Anne, Santa Clara, CA (US);
ServiceNow, Inc., Santa Clara, CA (US);
Abstract
A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.