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:
Aug. 09, 2022
Filed:
Aug. 05, 2021
International Business Machines Corporation, Armonk, NY (US);
Harshit Kumar, Delhi, IN;
Raghav Batta, San Jose, CA (US);
Jinho Hwang, Dobbs Ferry, NY (US);
Larisa Shwartz, Greenwich, CT (US);
Gargi B. Dasgupta, Bangalore, IN;
Prateeti Mohapatra, Bangalore, IN;
Amar Prakash Azad, Bangalore, IN;
Nikhil Verma, Silvassa, IN;
Ajay Gupta, Bengaluru, IN;
Pooja Aggarwal, Bengaluru, IN;
Jakub Krchák, Jindrichuv Hradec, CZ;
International Business Machines Corporation, Armonk, NY (US);
Abstract
Methods, computer program products, and/or systems are provided that perform the following operations: in an information technology (IT) management system, grouping one or more ongoing service failure events into a service failure record; identifying a representative event for the service failure record; identifying one or more conversations that relate to the one or more ongoing service events; computing, using a similarity algorithm, feature similarity scores for respective conversations of the one or more conversations based, at least in part, on the features associated with the representative event and features associated with the respective conversations; linking a subset of the one or more conversations to the one or more ongoing service events in the service failure record based, at least in part, on the computed feature similarity scores; and providing the service failure record to a collaboration platform utilized in addressing the one or more ongoing service events.