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SYSTEM AND METHOD FOR PREDICTING RELEVANT RESOLUTION FOR AN INCIDENT TICKET

  • US 20180032971A1
  • Filed: 09/20/2016
  • Published: 02/01/2018
  • Est. Priority Date: 07/29/2016
  • Status: Abandoned Application
First Claim
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1. A method for predicting a relevant resolution for an incident ticket, the method comprising:

  • receiving, via an incident ticket prediction device, the incident ticket;

    analyzing, via the incident ticket prediction device, the incident ticket to determine at least one query Ngram and at least one category;

    determining, via the incident ticket prediction device, a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category; and

    predicting, via the incident ticket prediction device, the relevant resolution based on one or more resolution mapped to the similar past incident ticket.

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