Chat-Based Help Desk Ticketing with Automated Resource Matching
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Solution Overview
Problem
Users of information technology systems face challenges in finding relevant information resources due to variance in content presentation and formatting across different user contributions, leading to inefficiencies in IT help services' resource location and guidance.
Innovation Solution
A computer-implemented method for automatically identifying issues from chat-based help requests, generating response templates, and sending relevant information resources, with user feedback to close the help desk ticket.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users search through multiple resources to find relevant information, then they can access comprehensive content, but the time and effort required increases significantly
Solution Approach 1:
The patent introduces an intermediary system (the processing system with AI/ML algorithms) that mediates between users and information resources. This intermediary automatically analyzes help requests, identifies relevant topics, and selects appropriate resources, eliminating the need for users to manually search through multiple resources while ensuring comprehensive information accessibility.
Solution Approach 2:
The system performs self-service by automatically processing help requests, identifying issues, and selecting resources without requiring user intervention in the search process. The AI/ML algorithms autonomously analyze the request content, match it with relevant information resources, and present tailored results, significantly reducing user search time and effort.
2Adaptability or versatility
If content is customized by each user, then relevance to individual needs improves, but consistency and ease of finding relevant information decreases
Solution Approach 1:
The patent applies local quality by customizing information delivery at the individual user level while maintaining overall system consistency. The system analyzes each user's specific help request and provides tailored resource recommendations based on their unique needs, context, and preferences, ensuring high relevance while the standardized processing pipeline maintains operational consistency.
Solution Approach 2:
The system dynamically changes parameters such as resource selection criteria, presentation format, and prioritization based on the specific help request characteristics and user profile. This allows the system to adapt content delivery to individual needs while using consistent AI/ML processing methodology, resolving the contradiction between customization and ease of operation.
3Productivity
If manual processing of help requests is used, then flexibility in responding to unique issues is maintained, but productivity and response time decrease
Solution Approach 1:
The patent replaces manual mechanical processing with automated AI/ML-based systems. The AI algorithms automatically analyze help requests, identify issues, and select resources, eliminating the need for manual intervention in the initial processing stages while maintaining the flexibility to handle unique issues through intelligent decision-making rather than rigid automation.
Solution Approach 2:
The system incorporates dynamic elements where AI algorithms can adapt their processing based on the complexity and uniqueness of each help request. The system dynamically adjusts the level of automation, resource selection criteria, and response generation based on real-time analysis, maintaining flexibility while improving overall productivity through automated processing.
Data Source
AI summary
Embodiments include a computer implemented method for automatically identifying an issue from a help message received via a chat interface and generating a response for responding to the help message. The method can include receiving response templates that each include a reference to a resource associated with a help topic. The method can also include receiving, from a second user, a help request via the chat interface of a help channel. In response to receiving the help request the method can include parsing the help request to identify a help topic, generating a help desk ticket associated with the help request and generating a response message that includes an information resource associated with the help topic, and sending the response message to the user. In response to the user viewing the information resource and selecting a user interface element, the method can include automatically closing the help desk ticket.