Enterprise Service Ticket Resolution via Algorithmic Matching
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Solution Overview
Problem
Current methods for resolving service tickets are inefficient, relying on human IT specialists who may be unqualified or unavailable, leading to long wait times and increased costs for companies, as users struggle with complex technological issues that require rapid and accurate solutions.
Innovation Solution
A system and method that automatically and algorithmically matches service tickets to known solutions using a connected processor and memory, normalizing text data, generating inverted indices, and performing similarity calculations to recommend the most relevant solution tickets, which can include executable BOTs for immediate implementation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human IT specialists are used to resolve service tickets, then solutions can be provided with human judgment and adaptability, but wait times increase and costs increase
Solution Approach 1:
The system enables self-service by automatically analyzing service tickets and generating resolution recommendations without human intervention. The automated analysis engine processes tickets, searches knowledge bases, and provides solutions independently, eliminating the need for users to wait for human IT specialists while maintaining solution quality through algorithmic matching and historical data analysis.
Solution Approach 2:
The patent replaces the mechanical system of human IT specialist analysis with an automated computational system. The analysis engine uses algorithms to parse tickets, extract features, and match against knowledge bases, substituting human cognitive processes with machine-based automated reasoning and pattern recognition to reduce wait times while maintaining solution reliability.
2Reliability
If human IT specialists are used to resolve service tickets, then complex problems can be handled with human expertise, but company costs increase
Solution Approach 1:
The system reduces company operational costs by enabling self-service ticket resolution. Instead of paying for human IT specialist time for every ticket, the automated system handles routine and complex problems independently, significantly reducing the volume of tickets requiring human intervention and thereby lowering overall operational expenses while maintaining solution quality through automated analysis.
Solution Approach 2:
The system creates and utilizes copies of successful resolution patterns from historical data and knowledge bases. By copying proven solutions from the knowledge base that match current ticket patterns, the system avoids the need for expensive human analysis of routine problems while maintaining solution quality through verified historical precedents.
3Productivity
If automated systems are used to resolve service tickets, then response time decreases and costs reduce, but the system must accurately understand and categorize diverse ticket inputs
Solution Approach 1:
The automated system segments the ticket resolution process into distinct modular components: ticket intake, normalization, feature extraction, knowledge base searching, and solution recommendation. Each module handles a specific aspect of the process independently, making the overall complex system manageable and maintainable while enabling high-speed automated processing through parallel operation of these segmented functions.
Solution Approach 2:
The system performs preliminary actions by pre-processing and normalizing ticket data before analysis, and by pre-organizing the knowledge base into searchable structures. This preliminary preparation work is done in advance, allowing the main analysis engine to work with cleaned, structured data, thereby reducing processing complexity during actual ticket resolution while maintaining high speed.
4Stability of the object's composition
If traditional service ticket platforms are used, then companies can maintain existing workflows, but employee service speed remains limited
Solution Approach 1:
The automated analysis system is designed with multi-functionality to handle diverse ticket types and resolutions while integrating with existing workflows. It can process various ticket formats, search multiple knowledge bases, and provide different types of recommendations, allowing companies to maintain their existing workflow structures while dramatically increasing service speed through automated processing.
Data Source
AI summary
A system and method for automatically and algorithmically resolving service tickets through the utilization of historical solution data obtained from multiple sources. The system and method are optionally capable of providing and executing a BOT capable of implementing one or solutions based on the automatic and algorithmic recommendation of a solution to resolve the service ticket(s).