Automated Triage System Using Decision Tree Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Manual triage in technology and business process workflow tracking systems is labor-intensive and inefficient, particularly in prioritizing and resolving issues due to the lack of automated categorization and resource allocation based on historical data.
Innovation Solution
A system and method that utilize a processor to gather activity logs from multiple sources, categorize issues using a decision tree, identify relevant resources based on priority scores and historical data, and automatically schedule triage calls, generating reports with real-time information for efficient issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual triaging is performed to categorize and prioritize issues, then team members can address issues with human judgment and flexibility, but the process becomes labor-intensive and time-consuming
Solution Approach 1:
The system performs preliminary automated categorization and priority scoring of issues before human triage intervention. The processor automatically analyzes activity logs, assigns categories using decision trees, and calculates priority scores based on historical data, preparing issues in advance for more efficient human review and resolution scheduling.
Solution Approach 2:
The patent introduces an automated processing system as an intermediary between issue tracking and human triage. This intermediary processor handles the labor-intensive aspects of initial issue analysis, categorization, and priority assignment, allowing human team members to focus on higher-value decision-making and resolution activities.
2Productivity
If automated processing is implemented to reduce manual labor in triaging, then time efficiency improves, but the system complexity increases
Solution Approach 1:
The automated triage system is segmented into distinct functional modules: activity log collection from multiple sources, decision tree-based categorization engine, historical data analysis component for priority scoring, resource availability checking, and call scheduling. This modular segmentation manages system complexity by making each component independent and well-defined.
Solution Approach 2:
The system incorporates feedback mechanisms where historical issue resolution data and resource performance metrics continuously inform and refine the priority scoring algorithm. The processor learns from past resolutions and resource effectiveness, automatically adjusting categorization and priority assignments to improve accuracy over time without increasing operational complexity.
3Measurement precision
If comprehensive historical data is analyzed to identify relevant resources, then resource allocation accuracy improves, but data processing time increases
Solution Approach 1:
The system performs preliminary analysis of historical data to pre-establish resource competency profiles and performance metrics before triage decisions are needed. Historical issue resolution data and resource attributes are pre-processed and stored in an optimized format, enabling rapid matching during actual triage operations without time-consuming real-time analysis.
Solution Approach 2:
The processor dynamically adjusts the depth and scope of historical data analysis based on issue priority and resource availability context. For high-priority issues, comprehensive historical analysis is performed, while for lower-priority issues, simplified matching based on pre-computed profiles is used, optimizing the balance between accuracy and processing time.
Data Source
AI summary
The method for triage management includes obtaining, from multiple sources, activity logs including issues for triage; processing the activity logs using a decision tree configured to output category and priority score associated with each issue; and, for each issue, identifying the relevant resources to resolve the issue based on the category of the issue, the priority score, and attributes of the relevant resources including historical issue resolution data. The method also includes determining a triage activity based on availability of the relevant resources, categories of the issues, and the priority scores. The triage activity includes a sequence for resolving the issues. The method also includes scheduling call for a predetermined time duration based on the availability and the attributes of the relevant resources; and generating a report for the triage activity, including real time information related to the obtained activity logs, the sources, and the sequence of the issues.