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公开(公告)号：US09785918B2
公开(公告)日：2017-10-10
申请号：US14491594
申请日：2014-09-19
申请人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
发明人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
IPC分类号： G06Q10/00
CPC分类号： G06Q10/20
摘要： An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.
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公开(公告)号：US20130262168A1
公开(公告)日：2013-10-03
申请号：US13712668
申请日：2012-12-12
申请人： Prerna Makanawala , Jaideep Godara , Eliad Goldwasser , Janani Bhuvaneswari Sundar , Rei Kasai , Venkitesh Subramanian , Krithika Manohar , Jothish Karunakaran , Terence Chesire , Claus Wallacher
发明人： Prerna Makanawala , Jaideep Godara , Eliad Goldwasser , Janani Bhuvaneswari Sundar , Rei Kasai , Venkitesh Subramanian , Krithika Manohar , Jothish Karunakaran , Terence Chesire , Claus Wallacher
CPC分类号： G06Q30/016 , G06Q50/01 , H04L51/14 , H04L51/32
摘要： According to various exemplary embodiments, a social media message posted on a social media system is accessed. Moreover, an agent listed in an agent directory is classified as an expert of content referred to in the social media message, based on a keyword identified in the social media message. Further, an identifier of the agent may be displayed in an expert finder list of a user interface.
摘要翻译： 根据各种示例性实施例，访问在社交媒体系统上张贴的社交媒体消息。 此外，基于在社交媒体消息中标识的关键字，在代理目录中列出的代理被分类为社交媒体消息中引用的内容的专家。 此外，可以在用户界面的专家查找器列表中显示代理的标识符。
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公开(公告)号：US20150348051A1
公开(公告)日：2015-12-03
申请号：US14447923
申请日：2014-07-31
申请人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
发明人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
CPC分类号： G06Q30/016 , G06Q10/06
摘要： A recommendation engine analyzes metrics on an active support ticket to provide recommended solutions, technicians and offers. The recommendation can communicate with a predictive analysis engine to identify solutions, technicians, or offers that are highly correlated with the input parameters. In some embodiments, instructions can be provided to a client device for measuring a metric that is used as an input parameter of the predictive analysis engine. The customer or the technician can follow the instructions to measure the metric.
摘要翻译： 推荐引擎分析活动支持票据上的指标，以提供推荐的解决方案，技术人员和优惠。 该建议可与预测分析引擎通信，以识别与输入参数高度相关的解决方案，技术人员或优惠。 在一些实施例中，可以向客户端设备提供用于测量用作预测分析引擎的输入参数的度量的指令。 客户或技术人员可以按照说明来衡量指标。
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公开(公告)号：US09230257B2
公开(公告)日：2016-01-05
申请号：US13712608
申请日：2012-12-12
申请人： Prerna Makanawala , Claus Wallacher , Janani Bhuvaneswari Sundar , Jaideep Godara , Rei Kasai , Terence Chesire , Venkitesh Subramanian , Jothish Karunakaran , Krithika Manohar
发明人： Prerna Makanawala , Claus Wallacher , Janani Bhuvaneswari Sundar , Jaideep Godara , Rei Kasai , Terence Chesire , Venkitesh Subramanian , Jothish Karunakaran , Krithika Manohar
CPC分类号： G06Q30/016 , G06Q50/01 , H04L51/14 , H04L51/32
摘要： According to various embodiments, a social media message posted on a social media system is accessed. One or more similar messages determined to be similar to the social media message may be selected from a database of previously posted messages, based on, for example, an author, product, problem, keyword, etc., identified in the social media message. The similar messages may be displayed in a similar message recommendation list of a user interface. One or more relevant knowledgebase articles determined to be relevant to the social media message may be selected from a knowledgebase repository, based on, for example, a product, problem, keyword, etc., identified in the social media message. The relevant knowledgebase articles may be displayed in a knowledgebase article list of a user interface.
摘要翻译： 根据各种实施例，访问在社交媒体系统上张贴的社交媒体消息。 确定为类似于社交媒体消息的一个或多个类似消息可以从基于例如社交媒体消息中标识的作者，产品，问题，关键字等的先前发布的消息的数据库中选择。 类似的消息可以显示在用户界面的类似消息推荐列表中。 确定为与社交媒体消息相关的一个或多个相关知识库文章可以从基于例如在社交媒体消息中标识的产品，问题，关键字等的知识库存储库中选择。 相关知识库文章可能会显示在用户界面的知识库文章列表中。
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公开(公告)号：US20150347906A1
公开(公告)日：2015-12-03
申请号：US14491594
申请日：2014-09-19
申请人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
发明人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Makanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
CPC分类号： G06Q10/20
摘要： An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.
摘要翻译： 一个问题跟踪系统，能够预测在活动支持票据的生命周期内感兴趣的结果将发生的可能性。 可能性可以表示为严重性指标得分。 问题跟踪系统可以对活动支持票据的属性应用预测算法，以生成严重性指标得分。 使用的预测算法可以取决于感兴趣的结果，而用于配置预测算法的相关因子可以取决于已经完成的支持票据。
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公开(公告)号：US20150346918A1
公开(公告)日：2015-12-03
申请号：US14491658
申请日：2014-09-19
申请人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Mankanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
发明人： Gabriele Bodda , Ryan Currier , Venkitesh Subramanian , Prerna Mankanawala , Rei Kasai , Devasena Rajamohan , Amith Manoharan Chithambaram , Terence Chesire , Kiran Karadi
IPC分类号： G06F3/0482 , G06Q10/06 , G06F17/30
CPC分类号： G06Q10/06313
摘要： An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. A graphics engine can present each active support ticket as a line positioned along the perimeter of an inner circle where the length of the line represents the severity index score of the corresponding active support ticket. In some examples, the lines can extend towards an outer circle that represents a predefined threshold value for the severity index score.
摘要翻译： 一个问题跟踪系统，能够预测在活动支持票据的生命周期内感兴趣的结果将发生的可能性。 可能性可以表示为严重性指标得分。 问题跟踪系统可以对活动支持票据的属性应用预测算法，以生成严重性指标得分。 图形引擎可以将每个活动支持票据呈现为沿着内圆的周界定位的线，其中线的长度表示相应的活动支持票据的严重性指标得分。 在一些示例中，线可以延伸到表示严重性指数得分的预定阈值的外圆。
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公开(公告)号：US20130262320A1
公开(公告)日：2013-10-03
申请号：US13712541
申请日：2012-12-12
申请人： Prerna Makanawala , Jaideep Godara , Eliad Goldwasser , Jothish Karunakaran , Janani Bhuvaneswari Sundar , Claus Wallacher , Venkitesh Subramanian , Krithika Manohar , Rei Kasai , Terence Chesire
发明人： Prerna Makanawala , Jaideep Godara , Eliad Goldwasser , Jothish Karunakaran , Janani Bhuvaneswari Sundar , Claus Wallacher , Venkitesh Subramanian , Krithika Manohar , Rei Kasai , Terence Chesire
CPC分类号： G06Q30/016 , G06Q50/01 , H04L51/14 , H04L51/32
摘要： According to various exemplary embodiments, a social media message posted by a user on a social media system is accessed, and a prioritization level is determined based on the social media message. The prioritization level may indicate a measurement of importance of the social media message. Further, the social media message may be inserted into a prioritized message queue, based on the determined prioritization level associated with the social media message.
摘要翻译： 根据各种示例性实施例，访问由用户在社交媒体系统上发布的社交媒体消息，并且基于社交媒体消息确定优先级级别。 优先级级别可以表示衡量社交媒体消息的重要性。 此外，社交媒体消息可以基于与社交媒体消息相关联的所确定的优先级水平被插入到优先消息队列中。
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公开(公告)号：US20130262598A1
公开(公告)日：2013-10-03
申请号：US13712608
申请日：2012-12-12
申请人： Prerna Makanawala , Claus Wallacher , Janani Bhuvaneswari Sundar , Jaideep Godara , Rei Kasai , Terence Chesire , Venkitesh Subramanian , Jothish Karunakaran , Krithika Manohar
发明人： Prerna Makanawala , Claus Wallacher , Janani Bhuvaneswari Sundar , Jaideep Godara , Rei Kasai , Terence Chesire , Venkitesh Subramanian , Jothish Karunakaran , Krithika Manohar
IPC分类号： H04L12/58
CPC分类号： G06Q30/016 , G06Q50/01 , H04L51/14 , H04L51/32
摘要： According to various embodiments, a social media message posted on a social media system is accessed. One or more similar messages determined to be similar to the social media message may be selected from a database of previously posted messages, based on, for example, an author, product, problem, keyword, etc., identified in the social media message. The similar messages may be displayed in a similar message recommendation list of a user interface. One or more relevant knowledgebase articles determined to be relevant to the social media message may be selected from a knowledgebase repository, based on, for example, a product, problem, keyword, etc., identified in the social media message. The relevant knowledgebase articles may be displayed in a knowledgebase article list of a user interface.
摘要翻译： 根据各种实施例，访问在社交媒体系统上张贴的社交媒体消息。 确定为类似于社交媒体消息的一个或多个类似消息可以从基于例如社交媒体消息中标识的作者，产品，问题，关键字等的先前发布的消息的数据库中选择。 类似的消息可以显示在用户界面的类似消息推荐列表中。 确定为与社交媒体消息相关的一个或多个相关知识库文章可以从基于例如在社交媒体消息中标识的产品，问题，关键字等的知识库存储库中选择。 相关知识库文章可能会显示在用户界面的知识库文章列表中。
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