Method and system for automatically identifying issues in one or more tickets of an organization
First Claim
1. A method for automatically identifying one or more issues in one or more tickets of an organization, the method comprising:
- receiving, by an issue identification system, ticket data of one or more tickets related to a service category from one or more data sources;
generating, by the issue identification system, one or more first sub-sequence patterns of n-grams for the one or more tickets from a sequence pattern retrieved from the ticket data;
determining, by the issue identification system, a frequency of occurrence of each of the one or more first sub-sequence patterns of the n-grams and a Part-of-Speech (POS) weightage of the one or more first sub-sequence patterns of the n-grams;
determining, by the issue identification system, a first score for each of the one or more first sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage;
identifying, by the issue identification system, automatically, one or more issues in the one or more tickets based on the first sub-sequence pattern of the n-grams and the first score;
identifying, by the issue identification system, the sequence pattern corresponding to the one or more first sub-sequence patterns of the n-grams having the first score less than a predefined value for each of the one or more tickets;
generating, by the issue identification system, one or more second sub-sequence patterns of the n-grams by removing one or more words in the sequence pattern in order of occurrence, wherein a distance value is associated with each of the one or more second sub-sequence patterns based on the one or more words removed in the sequence pattern;
determining, by the issue identification system, a frequency of occurrence of each of the one or more second sub-sequence patterns of the n-grams and a POS weightage of the one or more second sub-sequence patterns of the n-grams;
determining, by the issue identification system, a second score for each of the one or more second sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage of the one or more second sub-sequence patterns of the n-grams; and
updating, by the issue identification system, automatically, the one or more issues in the one or more tickets by merging the second sub-sequence pattern with the first sub-sequence pattern based on the first score and the second score.
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Abstract
The present disclosure relates to method and system for automatically identifying one or more issues in one or more tickets of an organization. An issue identification system retrieves a sequence pattern from ticket data received from one or more data sources. The issue identification system generates one or more first sub-sequence patterns of the n-grams from the sequence pattern. Further, frequency of occurrence and Part-of-Speech (POS) weightage of each of the one or more first sub-sequence patterns of the n-grams are determined by the issue identification system. A first score is determined for each of the one or more first sub-sequence patterns of the n-grams based on both the frequency and the POS weightage. Upon determining the first score, the issue identification system identifies one or more issues in the one or more tickets automatically based on the first sub-sequence pattern of the n-grams associated with a highest first score.
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Citations
17 Claims
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1. A method for automatically identifying one or more issues in one or more tickets of an organization, the method comprising:
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receiving, by an issue identification system, ticket data of one or more tickets related to a service category from one or more data sources; generating, by the issue identification system, one or more first sub-sequence patterns of n-grams for the one or more tickets from a sequence pattern retrieved from the ticket data; determining, by the issue identification system, a frequency of occurrence of each of the one or more first sub-sequence patterns of the n-grams and a Part-of-Speech (POS) weightage of the one or more first sub-sequence patterns of the n-grams; determining, by the issue identification system, a first score for each of the one or more first sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage; identifying, by the issue identification system, automatically, one or more issues in the one or more tickets based on the first sub-sequence pattern of the n-grams and the first score; identifying, by the issue identification system, the sequence pattern corresponding to the one or more first sub-sequence patterns of the n-grams having the first score less than a predefined value for each of the one or more tickets; generating, by the issue identification system, one or more second sub-sequence patterns of the n-grams by removing one or more words in the sequence pattern in order of occurrence, wherein a distance value is associated with each of the one or more second sub-sequence patterns based on the one or more words removed in the sequence pattern; determining, by the issue identification system, a frequency of occurrence of each of the one or more second sub-sequence patterns of the n-grams and a POS weightage of the one or more second sub-sequence patterns of the n-grams; determining, by the issue identification system, a second score for each of the one or more second sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage of the one or more second sub-sequence patterns of the n-grams; and updating, by the issue identification system, automatically, the one or more issues in the one or more tickets by merging the second sub-sequence pattern with the first sub-sequence pattern based on the first score and the second score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An issue identification system for automatically identifying one or more issues in one or more tickets of an organization, the issue identification system comprising:
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a processor; and a memory communicatively coupled to the processor, wherein the memory stores the processor-executable instructions, which, on execution, causes the processor to; receive ticket data of one or more tickets related to a service category from one or more data sources; generate one or more first sub-sequence patterns of n-grams for the one or more tickets from a sequence pattern retrieved from the ticket data; determine frequency of occurrence of each of the one or more first sub-sequence patterns of the n-grams and a Part-of-Speech (POS) weightage of the one or more first sub-sequence patterns of the n-grams; determine a first score for each of the one or more first sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage; identify automatically, one or more issues in the one or more tickets based on the first sub-sequence pattern of the n-grams and the first score; identify the sequence pattern corresponding to the one or more first sub-sequence patterns of the n-grams having the first score less than a predefined value for each of the one or more tickets; generate one or more second sub-sequence patterns of the n-grams by removing one or more words in the sequence pattern in order of occurrence, wherein a distance value is associated with each of the one or more second sub-sequence patterns based on the one or more words removed in the sequence pattern; determine a frequency of occurrence of each of the one or more second sub-sequence patterns of the n-grams and a POS weightage of the one or more second sub-sequence patterns of the n-grams; determine a second score for each of the one or more second sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage of the one or more second sub-sequence patterns of the n-grams; and update automatically, the one or more issues in the one or more tickets by merging the second sub-sequence pattern with the first sub-sequence pattern based on the first score and the second score. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A non-transitory computer readable medium including instructions stored thereon that when processed by at least one processor causes an issue identification system to perform operations comprising:
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receiving ticket data of one or more tickets related to a service category from one or more data sources; generating one or more first sub-sequence patterns of n-grams for the one or more tickets from a sequence pattern retrieved from the ticket data; determining a frequency of occurrence of each of the one or more first sub-sequence patterns of the n-grams and a Part-of-Speech (POS) weightage of the one or more first sub-sequence patterns of the n-grams; determining a first score for each of the one or more first sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage; identifying automatically, one or more issues in the one or more tickets based on the first sub-sequence pattern of the n-grams and the first score; identifying the sequence pattern corresponding to the one or more first sub-sequence patterns of the n-grams having the first score less than a predefined value for each of the one or more tickets; generating one or more second sub-sequence patterns of the n-grams by removing one or more words in the sequence pattern in order of occurrence, wherein a distance value is associated with each of the one or more second sub-sequence patterns based on the one or more words removed in the sequence pattern; determining a frequency of occurrence of each of the one or more second sub-sequence patterns of the n-grams and a POS weightage of the one or more second sub-sequence patterns of the n-grams; determining a second score for each of the one or more second sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage of the one or more second sub-sequence patterns of the n-grams; and updating automatically, the one or more issues in the one or more tickets by merging the second sub-sequence pattern with the first sub-sequence pattern based on the first score and the second score.
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Specification