公开(公告)号：US20230342685A1

公开(公告)日：2023-10-26

申请号：US18342813

申请日：2023-06-28

Applicant: FIDELITY INFORMATION SERVICES, LLC

Inventor： Joel E. DAKE ,  Damyn L. GESSLER ,  Shane M. PATZLSBERGER ,  Shane W. Strunk ,  Benjamin Wellmann

IPC: G06Q10/0631 ,  G06F40/40 ,  G06F9/451 ,  G06N20/00

CPC classification number: G06Q10/063114 ,  G06F40/40 ,  G06F9/451 ,  G06N20/00

Abstract: Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.