Abstract: A plurality of resolved incident tickets may each include a worklog providing a history of actions taken during attempts to resolve a corresponding resolved incident and a resolution having at least one resolution statement. An iterative processing of the plurality of resolved incident tickets may include processing each resolution statement of the resolution with at least one domain-specific statement classifier specific to the incident domain to either discard or retain a classified resolution statement; processing each retained classified resolution statement in conjunction with the worklog to determine whether to discard or retain the resolved incident; providing an updated resolution for the resolved incident when the resolved incident is retained, and adding the resolved incident with the updated resolution to the processed incident tickets. Then, at least one machine learning model may be trained to process a new incident ticket, using the processed incident tickets.

Abstract: A system, method, and computer program product for intelligent-skills-matching includes receiving a plurality of tickets, where each ticket in the plurality of tickets includes a plurality of fields and at least one agent who resolved the ticket is identified. A clustering algorithm is used on one or more of the plurality of fields to determine skills from the plurality of tickets. A taxonomy of the skills is generated using a taxonomy-construction algorithm. Using the taxonomy of the skills, a skills matrix or a skills knowledge graph is created with agents assigned to the skills.