Chat-Based Help Desk Ticket Automation with Resource Matching
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Solution Overview
Problem
Users of information technology systems face challenges in finding relevant information resources to address their IT issues due to the lack of unified structure in collaboration platforms, leading to inefficiencies in locating and providing appropriate solutions through existing chat systems.
Innovation Solution
A computer-implemented method that utilizes a chat-based interface to automatically identify help topics from user requests, generate response templates, and provide relevant information resources, allowing users to interact with and rate the effectiveness of these resources to close or reopen help desk tickets.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a chat-based interface is used for help requests, then user interaction efficiency is improved, but automated response generation capability is insufficient
Solution Approach 1:
The system enables self-service through automated response generation where the chatbot independently analyzes help requests, identifies relevant information resources, and generates responses without requiring manual intervention from support staff, thereby achieving both efficient user interaction and automated response capability
Solution Approach 2:
The patent replaces manual mechanical processes of response generation with an automated computer-implemented method that uses parsing algorithms, keyword matching, and template-based response construction to automatically generate responses to help requests
2Reliability
If manual processing of help requests is used, then response accuracy can be maintained, but support staff time consumption increases
Solution Approach 1:
The system performs preliminary actions by pre-defining response templates and categorizing information resources before actual help requests arrive. When a request comes in, the system quickly matches it to pre-prepared templates and resources, maintaining accuracy while significantly reducing staff time consumption
Solution Approach 2:
The patent uses copying by creating standardized response templates that can be replicated and deployed automatically. Instead of manually crafting each response, the system copies and adapts pre-validated response patterns, ensuring consistency and accuracy while eliminating time-consuming manual writing
3Adaptability or versatility
If information resources are provided without structured organization, then content flexibility is maintained, but user ability to locate relevant information decreases
Solution Approach 1:
The system segments information resources into distinct categories and types (text documents, video tutorials, knowledge base articles, etc.), organizing them in a structured manner that makes them easier to locate and filter. This segmentation maintains content flexibility while significantly improving user ability to find relevant information through organized categorization and search capabilities
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.