US 11,727,331 B2
Systems and methods for intelligent ticket management and resolution
Joel E. Dake, Hubertus, WI (US); Damyn L. Gessler, Madison, WI (US); Shane M Patzlsberger, Wauwatosa, WI (US); Shane W. Strunk, St. Petersburg, FL (US); and Benjamin Wellmann, Boca Raton, FL (US)
Assigned to Fidelity Information Services, LLC, Jacksonville, FL (US)
Filed by FIDELITY INFORMATION SERVICES, LLC, Jacksonville, FL (US)
Filed on Jan. 4, 2021, as Appl. No. 17/140,812.
Prior Publication US 2022/0215323 A1, Jul. 7, 2022
Int. Cl. G06Q 10/00 (2023.01); G06Q 10/0631 (2023.01); G06F 40/40 (2020.01); G06F 9/451 (2018.01); G06N 20/00 (2019.01)
CPC G06Q 10/063114 (2013.01) [G06F 9/451 (2018.02); G06F 40/40 (2020.01); G06N 20/00 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented system for efficient ticket resolution comprising:
a memory storing instructions; and
at least one processor configured to execute the instructions to perform operations comprising:
receiving, from at least one user device, a request to resolve an issue, the request comprising language;
capturing, using an activity logging module of a ticket management server, user activity occurring at the at least one user device;
analyzing, using the ticket management server, the language in the request to determine the issue to be resolved by performing natural language processing on the language wherein performing the natural language processing comprises utilizing at least one machine learning algorithm, wherein the at least one machine learning algorithm is trained to generate an assessment based on the language and based on the user activity;
based on the natural language processing, determining whether the issue meets a condition for automated resolution;
if the condition is met:
extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and
resolving, using the ticket management server, the issue using the extracted information; and
if the condition is not met:
inserting, into at least one database, a ticket comprising:
an identifier associated with the at least one user device; and
information associated with the issue to be resolved;
assigning, using the ticket management server and based on the information associated with the issue to be resolved, a work group to the ticket;
consulting, using the ticket management server, the at least one database to determine whether a job aid associated with the issue exists; and
forwarding, to the at least one user device, at least one of:
the job aid;
received communications from the work group; and
an estimated amount of time to resolution based on the information associated with the issue to be resolved.