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. 08, 2022
Filed:
Oct. 01, 2018
International Business Machines Corporation, Armonk, NY (US);
Fan Jing Meng, Beijing, CN;
Lin Yang, Beijing, CN;
Xiao Zhang, Shaanxi, CN;
Shi Lei Zhang, Beijing, CN;
Jing Min Xu, Beijing, CN;
Naga A. Ayachitula, Elmsford, NY (US);
Zhuo Su, Taikoo Shing, HK;
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
Systems and methods for ticket classification and response include labeling tickets with a ticket classifier that assigns a ticket label and an associated confidence score to each ticket. Tickets are clustered according to semantic similarity to form ticket clusters. A template associated with each ticket cluster is determined. Templates and the respective ticket clusters are clustered according to semantic similarity to form one or more ticket super-clusters. Tickets that have below-threshold confidence scores are labeled according to the one or more ticket super-clusters. The tickets are automatically responded to.