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. 07, 2023
Filed:
Jul. 31, 2020
Kyndryl, Inc., Armonk, NY (US);
Pawel Jasionowski, Wroclaw, PL;
Steven J Mazzuca, New Paltz, NY (US);
Daniel S. Riley, Wake Forest, NC (US);
Michael H. Roehl, New Fairfield, CT (US);
George E. Stark, Lakeway, TX (US);
Daniel Grey Yates, Columbia, MO (US);
Kyndryl, Inc., New York, NY (US);
Abstract
A system to provide end users with recommendations on improving the quality of the incident management process is provided. A computer device identifies a set of historical incident reports, wherein the historical incident reports identify: (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve. The computing device trains a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve based, at least in part, on the identified set of historical incident reports. The computing device assigns a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.