Oracle Corporation
Predictive service request system and methods

Abstract:

In some embodiments, a method is provided that includes one or more of the following features including creating service request outcome models each being based on a service request outcome. A service request entered using natural language can be received and tokenized. A binary matrix can be created from the tokenized service request, and a service request outcome model can be identified based on the binary matrix. The service request outcome model can be used to identify a service request category, a service request predicted resolution, and a service request diagnostic. A confidence value can be calculated based on the service request predicted resolution. The service request category, the service request predicted resolution, and the service request diagnostic can be transmitted to an automated service request resolution system to resolve the service request.