Neural Network IT Service Request Classification
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Issue tracking systems often misclassify service request messages, leading to incorrect assignment to work groups, resulting in wasted time and resources as incorrect work groups receive and respond to messages intended for other groups.
Innovation Solution
A method and system utilizing a neural network algorithm to classify IT service request messages by processing text data into vectors and bitmaps, determining the correct classification and communicating it to the appropriate work group, thereby reducing misassignment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual classification of service request messages is used, then operational flexibility is maintained, but classification accuracy deteriorates leading to misassignment
Solution Approach 1:
The patent replaces manual classification (mechanical human operation) with an automated neural network-based classification system. The system processes service request messages through a trained classification model that automatically determines the appropriate work group, eliminating manual intervention while improving accuracy and reducing time loss.
2Productivity
If automated classification is implemented, then time and resources are saved, but classification accuracy may deteriorate
Solution Approach 1:
The patent applies preliminary action by training the classification model in advance using historical service request data and work group assignment patterns. This pre-training ensures the automated system has learned accurate classification rules before deployment, maintaining high accuracy while achieving automated processing efficiency.
Solution Approach 2:
The system incorporates feedback mechanisms where classification results are continuously evaluated and the model is retrained using new data. This feedback loop ensures the automated classification maintains or improves accuracy over time while preserving productivity gains.
3Loss of energy
If incorrect work groups receive service requests, then communication overhead increases, but resource allocation remains inefficient
Solution Approach 1:
The patent extracts and removes the source of error (incorrect classification) by implementing a dedicated classification layer that accurately determines work group assignment before message routing. This prevents unnecessary communication with incorrect work groups, eliminating wasted networking resources and time.
Data Source
AI summary
Provided is a method for classifying information technology (IT) service request messages. The method may include receiving data associated with an IT service request message, determining a plurality of number values associated with a plurality of characters included in the IT service request message, generating a vector that includes index values, generating a first bitmap based on generating the vector, generating a second bitmap based on the first bitmap, where the second bitmap has a first dimension and a second dimension, and where the first dimension and the second dimension are equal, and determining a classification of the IT service request message using a neural network algorithm. A system and computer program product are also disclosed.