Patents by Inventor Nagendra B. Kumar

Nagendra B. Kumar has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Patent number: 10776717
    Abstract: Techniques are described for routing service requests in a computer-implemented service environment. A received service request may be initially analyzed to determine a priority of the request. In some implementations, one or more actions may be automatically performed to provide an initial response to the requester. The text of the request may be analyzed to automatically determine a category of the request. In some implementations, a classification engine may determine the category of the request through use of a classification model that has been trained using one or more machine learning (ML) techniques and/or that employs Natural Language Processing (NLP). Based on the category, the request may be routed to agent(s) for handling. Routing may include generating a ticket that includes the request, the category, the priority, and/or other information, and the ticket may be provided to the appropriate agent(s) through a ticketing service.
    Type: Grant
    Filed: June 14, 2017
    Date of Patent: September 15, 2020
    Assignee: Accenture Global Solutions Limited
    Inventors: Prakash Ghatage, Madhura Shivaram, Kaushal Mody, Nirav Sampat, Samatha Kottha, Sumeet Sawarkar, Suraj Jadhav, Madhu Sudhan H V, Nagendra B. Kumar
  • Publication number: 20170372231
    Abstract: Techniques are described for routing service requests in a computer-implemented service environment. A received service request may be initially analyzed to determine a priority of the request. In some implementations, one or more actions may be automatically performed to provide an initial response to the requester. The text of the request may be analyzed to automatically determine a category of the request. In some implementations, a classification engine may determine the category of the request through use of a classification model that has been trained using one or more machine learning (ML) techniques and/or that employs Natural Language Processing (NLP). Based on the category, the request may be routed to agent(s) for handling. Routing may include generating a ticket that includes the request, the category, the priority, and/or other information, and the ticket may be provided to the appropriate agent(s) through a ticketing service.
    Type: Application
    Filed: June 14, 2017
    Publication date: December 28, 2017
    Inventors: Prakash Ghatage, Madhura Shivaram, Kaushal Mody, Nirav Sampat, Samatha Kottha, Sumeet Sawarkar, Suraj Jadhav, Madhu Sudhan H V, Nagendra B. Kumar