17956732. ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION simplified abstract (Atlassian Pty Ltd.)
Contents
- 1 ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION
- 1.1 Organization Name
- 1.2 Inventor(s)
- 1.3 ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION - A simplified explanation of the abstract
- 1.4 Simplified Explanation
- 1.5 Potential Applications
- 1.6 Problems Solved
- 1.7 Benefits
- 1.8 Potential Commercial Applications
- 1.9 Possible Prior Art
- 1.10 Original Abstract Submitted
ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION
Organization Name
Inventor(s)
Ankesh Khemani of Bangalore (IN)
Akshar Prasad of Bangalore (IN)
ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION - A simplified explanation of the abstract
This abstract first appeared for US patent application 17956732 titled 'ISSUE TRACKING SYSTEM WITH AUTOMATED TICKET GENERATION
Simplified Explanation
The abstract describes a method, system, and computer-readable medium for generating ticket requests based on content items created on social media platforms. The method involves determining help-seeking intent from the content item and generating a ticket request if the intent exceeds a threshold level.
- Retrieval of content item from social media platform related to an entity serviced by an issue tracking system
- Determination of help-seeking intent from textual data of the content item
- Generation of ticket request if help-seeking intent exceeds a threshold level
- Communication of the ticket request to the issue tracking system
Potential Applications
This technology could be applied in customer service management systems to automate the process of generating ticket requests based on social media interactions.
Problems Solved
This technology helps in efficiently identifying and addressing customer issues raised on social media platforms by automatically creating ticket requests for further action.
Benefits
The benefits of this technology include improved customer service response times, streamlined ticket generation processes, and better integration of social media interactions with issue tracking systems.
Potential Commercial Applications
One potential commercial application of this technology could be in the field of customer relationship management software, where companies can utilize this system to enhance their customer support operations.
Possible Prior Art
One possible prior art could be the use of natural language processing algorithms to analyze social media content for sentiment analysis and customer service purposes.
Unanswered Questions
How does this technology handle non-textual content items from social media platforms?
The technology described in the abstract focuses on determining help-seeking intent based on textual data. It is unclear how the system would handle content items that are primarily visual or audio-based.
What measures are in place to ensure the accuracy and relevance of the generated ticket requests?
While the abstract mentions generating ticket requests based on help-seeking intent, it does not detail any specific mechanisms to verify the accuracy and relevance of these requests before they are communicated to the issue tracking system.
Original Abstract Submitted
Methods, systems, and computer readable medium for generating ticket requests are disclosed. The method includes retrieving a content item created at a social media platform in relation to an entity being serviced by an issue tracking system and determining a help-seeking intent associated with the content item based on textual data of the content item. The method further includes determining whether the help-seeking intent associated with the content item exceeds a threshold level of intent, and upon determining that the help-seeking intent associated with the content item exceeds the threshold level of intent: generating a ticket request based on the textual data of the content item, and communicating the ticket request to the issue tracking system.
