TICKET ENGINE SYSTEM AND METHOD

Abstract: techniques for managing work tickets, including receiving a work ticket including a textual description of a technical issue to be resolved, determining, based on the textual description, ticket data including an issue description indicative of the technical issue to be resolved, determining, based on application of the issue description to a group mapping model, an agent group corresponding to the technical issue, determining, based on application of the agent group to an agent mapping model, an agent of the group for resolving the technical issue, and providing, in response to determining the agent of the group for resolving the technical issue, the work ticket to the agent.

Inventor(s): Severence M. MacLaughlin, Ram Prasad Bora, Dhiraj Sharma

CPC Classification: G06Q10/063112 ({Skill-based matching of a person or a group to a task})

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