Patents by Inventor Nishant R. Bhatt

Nishant R. Bhatt 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).

  • Service ticket escalation based on interaction patterns
    Patent number: 11218386
    Abstract: Techniques for managing support computing services in computing systems are disclosed. One example technique includes analyzing data representing a service ticket having data representing multiple messages exchanged between the user and a support entity of a support tier in the computing system. Based on the analysis, an interaction pattern in the multiple messages can be identified. The interaction pattern includes a sequence of words or phrases arranged in a chronological order. The method can further include determining whether the identified interaction pattern matches one or more interaction patterns corresponding to previously escalated service tickets and triggering a notification of the immediate escalation of the service ticket to another support entity in another support tier in response to determining that the interaction pattern matches one of the one or more interaction patterns corresponding to previously escalated service tickets.
    Type: Grant
    Filed: September 23, 2019
    Date of Patent: January 4, 2022
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Udayan Kumar, Nishant R. Bhatt, Rakesh Namineni, Manoj Kumar, Michael David Helm, Cole Robert Fornia, Chitra Mandyam, Ramanathan Muthiah
  • SERVICE TICKET ESCALATION BASED ON INTERACTION PATTERNS
    Publication number: 20210092029
    Abstract: Techniques for managing support computing services in computing systems are disclosed. One example technique includes analyzing data representing a service ticket having data representing multiple messages exchanged between the user and a support entity of a support tier in the computing system. Based on the analysis, an interaction pattern in the multiple messages can be identified. The interaction pattern includes a sequence of words or phrases arranged in a chronological order. The method can further include determining whether the identified interaction pattern matches one or more interaction patterns corresponding to previously escalated service tickets and triggering a notification of the immediate escalation of the service ticket to another support entity in another support tier in response to determining that the interaction pattern matches one of the one or more interaction patterns corresponding to previously escalated service tickets.
    Type: Application
    Filed: September 23, 2019
    Publication date: March 25, 2021
    Inventors: Udayan Kumar, Nishant R. Bhatt, Rakesh Namineni, Manoj Kumar, Michael David Helm, Cole Robert Fornia, Chitra Mandyam, Ramanathan Muthiah