Patents by Inventor Shane W. Strunk

Shane W. Strunk 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).

  • SYSTEMS AND METHODS FOR INTELLIGENT TICKET MANAGEMENT AND RESOLUTION
    Publication number: 20230342685
    Abstract: Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.
    Type: Application
    Filed: June 28, 2023
    Publication date: October 26, 2023
    Applicant: FIDELITY INFORMATION SERVICES, LLC
    Inventors: Joel E. DAKE, Damyn L. GESSLER, Shane M. PATZLSBERGER, Shane W. Strunk, Benjamin Wellmann
  • Systems and methods for intelligent ticket management and resolution
    Patent number: 11727331
    Abstract: Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.
    Type: Grant
    Filed: January 4, 2021
    Date of Patent: August 15, 2023
    Assignee: Fidelity Information Services, LLC
    Inventors: Joel E. Dake, Damyn L. Gessler, Shane M Patzlsberger, Shane W. Strunk, Benjamin Wellmann
  • SYSTEMS AND METHODS FOR INTELLIGENT TICKET MANAGEMENT AND RESOLUTION
    Publication number: 20220215323
    Abstract: Some aspects of the present disclosure are directed to computer-implemented systems and methods for efficient ticket resolution. The methods may include: receiving a request to resolve an issue; analyzing, via natural language processing, the language in the request to determine the issue to be resolved; determining whether the issue meets a condition for automated resolution; if the condition is met: extracting, via an application programming interface and from the at least one user device, information needed to resolve the issue; and resolving the issue using the extracted information; and if the condition is not met: generating a ticket; assigning a work group to the ticket; determining whether a job aid associated with the issue exists; and forwarding at least one of: the job aid; received communications from the work group; and an estimated amount of time to resolution.
    Type: Application
    Filed: January 4, 2021
    Publication date: July 7, 2022
    Inventors: Joel E. Dake, Damyn L. Gessler, Shane M. Patzlsberger, Shane W. Strunk, Benjamin Wellmann