ServiceNow, Inc.
Enterprise data mining systems

Abstract:

Suggesting an optimal set of actions includes receiving an incident notification and an indication of a first agent for the incident notification from a remote device, determining an assigned agent for the incident notification and a first incident type associated with the incident notification, determining an agent role for the first agent, selecting an optimal set of actions based on the first incident type and the agent role, wherein the optimal set of actions are selected from a subset of historic recorded agent interactions from a plurality of records associated with the incident type, and provide for presentation the optimal set of actions to the first agent.