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    Work assignment queue elimination
    1.
    发明授权
    Work assignment queue elimination 有权

    公开(公告)号：US11514379B2

    公开(公告)日：2022-11-29

    申请号：US13929351

    申请日：2013-06-27

    申请人： BMC Software, Inc.

    发明人： Thomas L. Adrian ,  Sun Chun Chu ,  Steve Wong ,  Mark Thompson ,  Jek Wong ,  Artemios Tavoularis ,  Cedric Young

    IPC分类号： G06Q10/06

    摘要： Described is a method for work assignment queue elimination. The method includes maintaining at least one data structure including an ordered list of ticket assignment rules and assignment result metrics, receiving a ticket indicating a system problem, assigning the ticket based on the ordered list of ticket assignment rules, the system problem and the assignment result metrics, collecting metrics based on the ticket assignment, and revising the assignment result metrics based on the collected metrics.

    Using multi-factor context for resolving customer service issues
    3.
    发明授权
    Using multi-factor context for resolving customer service issues 有权

    公开(公告)号：US10810600B2

    公开(公告)日：2020-10-20

    申请号：US15175711

    申请日：2016-06-07

    申请人： BMC SOFTWARE, INC.

    发明人： Thomas L. Adrian ,  Cedric Young ,  Peter Adams ,  Jek-Sun Wong ,  Sun Chun Chu ,  Dinesh Elaprolu ,  Brian Zaik ,  Sameer Mardhekar

    IPC分类号： G06Q30/00 ,  G06F16/9535

    摘要： In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.