Invention Application
- Patent Title: SYSTEMS AND METHODS FOR ARTIFICIAL INTELLIGENCE-BASED ROOT CAUSE ANALYSIS OF SERVICE INCIDENTS
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Application No.: US17476892Application Date: 2021-09-16
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Publication No.: US20220358005A1Publication Date: 2022-11-10
- Inventor: Amrita Saha , Chu Hong Hoi
- Applicant: salesforce.com, inc.
- Applicant Address: US CA San Francisco
- Assignee: salesforce.com, inc.
- Current Assignee: salesforce.com, inc.
- Current Assignee Address: US CA San Francisco
- Main IPC: G06F11/07
- IPC: G06F11/07 ; G06F40/279 ; G06F16/28

Abstract:
Some embodiments of the current disclosure disclose methods and systems for analyzing root causes of an incident disrupting information technology services such as cloud services. In some embodiments, a set of problem review board (PRB) documents including information about said incidents may be parsed using a natural language processing (NLP) neural model to extract structured PRB data from the unstructured investigative information contained in the PRB documents. The structured PRB data may include symptoms of the incident, root causes of the incident, resolutions of the incidents, etc., and a causal knowledge graph causally relating the symptoms, root causes, resolutions of the incidents may be generated.
Public/Granted literature
- US11836037B2 Systems and methods for artificial intelligence-based root cause analysis of service incidents Public/Granted day:2023-12-05
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