| CPC H04L 41/0654 (2013.01) [G10L 15/18 (2013.01); H04L 41/5074 (2013.01); H04L 43/045 (2013.01); H04L 43/0817 (2013.01)] | 20 Claims |
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1. An automated system for facilitating resolution of an incident occurring on a digital processing system, the automated system comprising:
an incident information data processor configured to
receive incident information about the incident from at least one of the set consisting of the digital processing system, a monitoring system in communication with the digital processing system, and a user data processing system,
an action estimation data processor configured to
receive critical action information for a critical action, the critical action information including a description of the action and an action initiation time,
obtain previous action information from a historical database of information on previous incidents, the previous action information including information on previous actions taken to resolve the previous incidents,
compare the critical action information for the critical action to the previous action information for the previous actions,
estimate a critical action time interval for resolution of the critical action based on the comparison of critical action information and previous action information,
determine an expected outcome of the critical action based on the comparison of critical action information and previous action information;
an incident estimation data processor configured to
apply a machine learning model to:
perform a hypothesis check on at least one novel additional action; and
determine one or more expected additional actions required to resolve the incident based on the incident information, the critical action, the historical database of information, the expected outcome of the critical action, and the hypothesis check;
estimate an additional action time interval for each of the one or more expected additional actions, and
estimate an overall time interval for incident resolution and an incident resolution time, wherein the estimated additional action time intervals for the one or more expected additional actions is used in determining the overall estimated time interval;
construct an estimated timeline of incident resolution based on the critical action and determined one or more expected additional actions, the estimated timeline including the estimated overall time interval for incident resolution, and a confidence score based on the determined action;
receive feedback comprising the results of at least one of the one or more expected additional actions and a current system status;
determine an updated set of expected actions for incident resolution;
estimate a sequence and a timing for the updated set of expected actions;
construct an updated estimated timeline of incident resolution based on the estimated timeline and the updated set of expected actions, the updated estimated timeline including the estimated sequence and timing for the updated set of expected actions; and
an incident display data processor configured to
transmit, to the user data processing system for display to a user, at least the estimated incident resolution time and the estimated timeline of incident resolution.
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