Ticket routing

Patent metadata

Field	Value
Publication number	US-10936968-B2
Application number	US-201715588295-A
Country	US
Kind code	B2
Filing date	May 5, 2017
Priority date	May 5, 2017
Publication date	Mar 2, 2021
Grant date	Mar 2, 2021

Abstract

A method includes receiving, at a processor, ticket data representing a ticket. The method further includes receiving, at the processor, description data representing a description of the ticket. The method further includes calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category. The method further includes determining an entropy value associated with routing the ticket data. The method further includes, in response to the entropy value satisfying a threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

First claim

What is claimed is:

1. A method for ticket routing, comprising:
receiving, at a processor, ticket data representing a ticket;
receiving, at the processor, description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
determining an entropy value associated with routing the ticket data;
in response to the entropy value satisfying an entropy threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category;
receiving, at the processor, second ticket data representing a second ticket;
receiving, at the processor, second description data representing a second description of the second ticket; and
in response to a second entropy value not satisfying the entropy threshold, initiating, by the processor, transmission of a request for a selection indicating that the second ticket corresponds to one of a third category or a fourth category, the second entropy value associated with categorization of the second ticket data.

2. The method of claim 1 , comprising initiating, by the processor, routing of the second ticket data to a second device associated with the selection.

3. The method of claim 1 , wherein the request indicates that a third probability that the second ticket corresponds to the third category exceeds a fourth probability that the second ticket corresponds to the fourth category.

4. The method of claim 1 , wherein initiating transmission of the request includes initiating, by the processor, output of the request to a user interface device.

5. The method of claim 1 , comprising initiating, by the processor, storage in a memory device of an association between the selection and the second description data.

6. The method of claim 5 , comprising initiating, by the processor, routing of third ticket data to a second device based on the association.

7. The method of claim 1 , comprising:
receiving, at the processor, communication data representing a communication associated with the ticket; and
determining, by the processor, the description data based on the communication data.

8. The method of claim 7 , wherein the communication data includes audio data, text data, or a combination thereof.

9. The method of claim 7 , wherein the communication is between a virtual agent and another entity.

10. A method for ticket routing, comprising:
receiving, at a processor, ticket data representing a ticket;
receiving, at the processor, description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
selecting, by the processor, an entropy threshold based on a data structure mapping a plurality of entropy values to a plurality of accuracy values and based on accuracy input indicating an accuracy threshold;
determining an entropy value associated with routing the ticket data; and
in response to the entropy value satisfying the entropy threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

11. The method of claim 10 , wherein the data structure comprises a table.

12. The method of claim 10 , comprising interpolating, by the processor, the entropy threshold based on the data structure and the accuracy input.

13. The method of claim 10 , comprising generating, by the processor, the data structure by:
receiving, at the processor, training data representing set of training tickets;
determining a first plurality of training tickets of the set of training tickets and a second plurality of training tickets of the set of training tickets, the first plurality of training tickets associated with a first entropy value and the second plurality of training tickets associated with a second entropy value;
mapping the first entropy value to a first accuracy value associated with categorization of the first plurality of training tickets; and
mapping the second entropy value to a second accuracy value associated with categorization of the second plurality of training tickets.

14. The method of claim 13 , comprising determining the first accuracy value based on a count of tickets included in the first plurality of training tickets and classified as correctly categorized.

15. The method of claim 14 , wherein the first accuracy value corresponds to a ratio of the count to a second count of tickets included in the first plurality of training tickets.

16. An apparatus including:
a processor; and
a memory device storing instructions that, when executed by the processor, cause the processor to perform operations including:
receiving ticket data representing a ticket;
receiving description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
determining an entropy value associated with routing the ticket data;
in response to the entropy value satisfying an entropy threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category;
receiving second ticket data representing a second ticket;
receiving second description data representing a second description of the second ticket; and
in response to a second entropy value not satisfying the entropy threshold, initiating transmission of a request for a selection indicating that the second ticket corresponds to one of a third category or a fourth category, the second entropy value associated with categorization of the second ticket data.

17. The apparatus of claim 16 , comprising an output interface configured to transmit the ticket data to the device responsive to a command from the processor.

18. A non-transitory, computer-readable storage medium storing instructions that, when executed by a processor, cause the processor to perform operations including:
receiving ticket data representing a ticket;
receiving description data representing a description of the ticket;
calculating, based on the description data, a first probability that the ticket corresponds to a first category and a second probability that the ticket corresponds to a second category;
selecting an entropy threshold based on a data structure mapping a plurality of entropy values to a plurality of accuracy values and based on accuracy input indicating an accuracy threshold;
determining an entropy value associated with routing the ticket data; and
in response to the entropy value satisfying the entropy threshold and the first probability exceeding the second probability, routing the ticket data to a device associated with the first category.

19. The non-transitory, computer-readable storage medium of claim 18 , wherein the ticket is associated with a request for human resources aid, and wherein the first category corresponds to a first human resources department and the second category corresponds to a second human resources department.

Assignees

• Servicenow Inc

Inventors

• Elliott Jr Frank Wall
• Ros Fernando
• Mangione-Tran Carmine

Classifications

• G06N7/01

  Probabilistic graphical models, e.g. probabilistic networks · CPC title

• G06Q10/103

  Workflow collaboration or project management · CPC title

• G06N20/00 Primary

  Machine learning · CPC title

• H04L47/2441

  relying on flow classification, e.g. using integrated services [IntServ] · CPC title

• G06N7/005

  Physics · mapped topic