公开(公告)号：US11270226B2

公开(公告)日：2022-03-08

申请号：US16148393

申请日：2018-10-01

Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION

Inventor： Fan Jing Meng ,  Lin Yang ,  Xiao Zhang ,  Shi Lei Zhang ,  Jing Min Xu ,  Naga A. Ayachitula ,  Zhuo Su

IPC: G06N20/00 ,  G06F16/28

Abstract: Systems and methods for ticket classification and response include labeling tickets with a ticket classifier that assigns a ticket label and an associated confidence score to each ticket. Tickets are clustered according to semantic similarity to form ticket clusters. A template associated with each ticket cluster is determined. Templates and the respective ticket clusters are clustered according to semantic similarity to form one or more ticket super-clusters. Tickets that have below-threshold confidence scores are labeled according to the one or more ticket super-clusters. The tickets are automatically responded to.

公开(公告)号：US20200097883A1

公开(公告)日：2020-03-26

申请号：US16142788

申请日：2018-09-26

Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION

Inventor： Fan Jing Meng ,  Xiao Zhang ,  Peng Fei Chen ,  Lin Yang ,  Jing Min Xu ,  Shi Lei Zhang ,  Naga A. Ayachitula ,  Zhuo Su ,  Rohit Khandekar

IPC: G06Q10/06 ,  G06N99/00 ,  H04L29/06 ,  G06N5/02 ,  G06F17/27

Abstract: Methods and systems for ticket classification and response include clustering tickets according to semantic similarity to form ticket clusters. A template associated with each ticket cluster is determined that includes an invariant portion and a variable portion. A new ticket sub-class, based on the variable portion of the template, is determined that represents a specific sub-type of an existing class. A ticket taxonomy is updated to include the new ticket sub-class. The tickets are labeled according to the updated ticket taxonomy. The tickets are automatically responded to.