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. 16, 2022
Filed:
Jun. 25, 2019
Applicant:
Kyndryl, Inc., New York, NY (US);
Inventors:
Nikhil Malhotra, Bangalore, IN;
Atri Mandal, Bangalore, IN;
Giriprasad Sridhara, Bangalore, IN;
Vijay Ekambaram, Chennai, IN;
Assignee:
KYNDRYL, INC., New York, NY (US);
Attorneys:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06Q 30/00 (2012.01); G06N 99/00 (2019.01); G06F 11/07 (2006.01); G06Q 10/06 (2012.01); G06F 3/0482 (2013.01); G06Q 10/10 (2012.01); G06F 40/30 (2020.01); G06F 40/205 (2020.01);
U.S. Cl.
CPC ...
G06Q 10/107 (2013.01); G06F 40/205 (2020.01); G06F 40/30 (2020.01); G06Q 10/063112 (2013.01);
Abstract
A help desk management system uses segment partitioning and matching of each identified segment to a suitable problem and resolver group and then sequencing the partitioned segments based on sentiment analysis and sequence mining on historical tickets and audit logs to actuate effective resolution and pipelining of helpdesk tickets needing resolutions from multiple resolver groups. The helpdesk tickets can be in the form of e-mails.