Gabriele Bodda

US Patent:

20150347906, Dec 3, 2015

Filed:

Sep 19, 2014

Appl. No.:

14/491594

Inventors:

Gabriele Bodda - Palo Alto CA, US
Ryan Currier - Palo Alto CA, US
Venkitesh Subramanian - Palo Alto CA, US
Prerna Makanawala - Mountain View CA, US
Rei Kasai - Palo Alto CA, US
Devasena Rajamohan - Palo Alto CA, US
Amith Manoharan Chithambaram - Palo Alto CA, US
Terence Chesire - Palo Alto CA, US
Kiran Karadi - Palo Alto CA, US

International Classification:

G06N 5/04
G06Q 10/00
G06N 7/00

Abstract:

An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.

US Patent:

20150348051, Dec 3, 2015

Filed:

Jul 31, 2014

Appl. No.:

14/447923

Inventors:

Gabriele Bodda - Palo Alto CA, US
Ryan Currier - Palo Alto CA, US
Venkitesh Subramanian - Palo Alto CA, US
Prerna Makanawala - Mountain View CA, US
Rei Kasai - Palo Alto CA, US
Devasena Rajamohan - Palo Alto CA, US
Amith Manoharan Chithambaram - Palo Alto CA, US
Terence Chesire - Palo Alto CA, US
Kiran Karadi - Palo Alto CA, US

International Classification:

G06Q 30/00
G06F 17/30

Abstract:

A recommendation engine analyzes metrics on an active support ticket to provide recommended solutions, technicians and offers. The recommendation can communicate with a predictive analysis engine to identify solutions, technicians, or offers that are highly correlated with the input parameters. In some embodiments, instructions can be provided to a client device for measuring a metric that is used as an input parameter of the predictive analysis engine. The customer or the technician can follow the instructions to measure the metric.