US 11,843,526 B2
Automatic automation recommendation
Jebakumar Mathuram Santhosm Swvigaradoss, Hyderabad (IN); and Manjeet Singh, Milpitas, CA (US)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Mar. 15, 2021, as Appl. No. 17/201,951.
Prior Publication US 2022/0294710 A1, Sep. 15, 2022
Int. Cl. H04L 41/5054 (2022.01); H04L 43/045 (2022.01); H04L 41/16 (2022.01); H04L 67/50 (2022.01)
CPC H04L 41/5054 (2013.01) [H04L 41/16 (2013.01); H04L 43/045 (2013.01); H04L 67/535 (2022.05)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
collecting at least service task data and application utilization data;
analyzing the collected data to determine a utilization pattern of a workflow created and managed using a cloud-based business workflow management service;
automatically identifying a computer automation opportunity based on the determined utilization pattern, wherein the computer automation opportunity targets a group of specific plurality of steps that is a portion of the workflow associated with a bottleneck in the workflow, wherein the bottleneck is associated with repeating the same group of specific plurality steps included in the workflow multiple times;
providing an automatically generated recommendation of an automation solution among a plurality of automation solution candidates for the identified computer automation opportunity, wherein the automatically generated recommendation is associated with a revision of the workflow that includes an automatically identified chat bot automation of the bottleneck associated with repeating the same group of specific plurality steps and the chat bot automation is recommended for the bottleneck based on matching an identified predefined set of workflow process characteristics to the workflow with the bottleneck; and
tracking analytics associated with the automatically identified chat bot automation, including conversation analytics to quantify benefits of the automatically identified chat bot automation.