Browse Prior Art Database

A Method to use Analytics to Improve the Resolution Time of Incident Ticket Processing in Service Desk Operations

IP.com Disclosure Number: IPCOM000240525D
Publication Date: 2015-Feb-05
Document File: 2 page(s) / 60K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method to use Predictive Analysis and Text Analytics capabilities to identify from historical data incident tickets that have similar symptoms and resolution characteristics. In turn, this information provides insights on the resolution of new incoming tickets that have similar symptom characteristics, which can accelerate the resolution of customer tickets.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

Page 01 of 2

A Method to use Analytics to Improve the Resolution Time of Incident Ticket Processing in Service Desk Operations

Call center and ticketing system companies need methods to provide a higher quality of service. One of the main objectives in help desk operations is to improve the resolution time of incident tickets in order to meet clients' requirements such as faster responsiveness, increased customer satisfaction, achievement of the Service Level Agreements (SLA), etc. One key component to all the formers is the reduction of the overall average time it takes to process a ticket to resolution (i.e. ticket service time).Big Data mining, Text Analytics, and Machine Learning are emerging technologies.

The novelty described herein is to induce a smarter procedure in the ticket resolution workflow process to reduce the overall average ticket service time. This work is unprecedented to the best of the authors' knowledge.

The method is based on using existing Predictive Analysis and Text Analytics capabilities. The main idea of the solution is to identify from historical data those incident tickets that havesimilar symptoms and resolution characteristics. In turn, this information provides insights on the resolution of new incoming tickets that have similar symptom characteristics. Based on historical data, groupings of incident tickets with similar concepts are found and stored in a knowledge base system. This is an iterative process; as new tickets come into the system and are resolved, the method is applied to these new tickets either to group the tickets - if it is the case - with existing ones in the knowledge base system or to discover new groupings of similar concepts.

When presented with a new ticket for processing, a service desk agent then has the ability to search the knowledge base system to get insights on how to resolve it. This...