US 12,034,613 B2
Smart ticket routing to determined support team
Shishir Gupta, Bangalore (IN); Guru Shankar, Bangalore (IN); and Pramod Kumar Deshpande, Bangalore (IN)
Assigned to CERNER INNOVATION, INC., Kansas City, MO (US)
Filed by CERNER INNOVATION, INC., Kansas City, KS (US)
Filed on Feb. 18, 2021, as Appl. No. 17/178,578.
Prior Publication US 2022/0263731 A1, Aug. 18, 2022
Int. Cl. H04L 41/5074 (2022.01); G06F 40/205 (2020.01); G06F 40/289 (2020.01); G06F 40/30 (2020.01); H04L 41/5061 (2022.01)
CPC H04L 41/5074 (2013.01) [G06F 40/205 (2020.01); G06F 40/289 (2020.01); G06F 40/30 (2020.01); H04L 41/5064 (2013.01)] 21 Claims
OG exemplary drawing
 
1. A method comprising:
receiving one or more tickets in a queue, each of the one or more tickets being a request to configure or troubleshoot infrastructure or perform services to address an information technology service request made by an originating client of a plurality of clients;
determining an originating client of a ticket of the one or more tickets in the queue;
determining a region corresponding to the originating client;
determining that a particular support team, of a group of support teams, is associated with the region of the originating client;
automatically parsing text of the ticket to generate parsed text and identify keywords;
determining that the keywords correspond to the particular support team;
utilizing natural language processing logic, predicting a ticket type of the ticket from the parsed text;
determining that the ticket type corresponds to the particular support team;
based on the keywords and the ticket type both corresponding to the particular support team, and on the association of the particular support team with the region of the originating client, selecting the particular support team of the group of support teams; and
routing the ticket to an associate of the particular support team.