Patents by Inventor Zach Riddle

Zach Riddle 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).

  • HIGH FIDELITY PREDICTIONS OF SERVICE TICKET ESCALATION
    Publication number: 20240095560
    Abstract: System derives training change factors for services provided for training product user, priority assigned to training service ticket initiated by training product user, times of service ticket interactions associated with training service ticket, and/or age of training service ticket, and also for times of states of training service ticket. System uses training service ticket and training change factors to train change-based machine-learning model to predict change-based training probability that training product user escalated service for training service ticket. System derives change factors for services provided for product user, priority assigned to service ticket initiated by product user, times of service ticket interactions associated with service ticket, and/or age of service ticket, and also for times of states of training service ticket.
    Type: Application
    Filed: November 30, 2023
    Publication date: March 21, 2024
    Applicant: SupportLogic, Inc.
    Inventors: Zach Riddle, Andrew Langdon, Poonam Rath, Charles Monnett, Lawrence Spracklen
  • High fidelity predictions of service ticket escalation
    Patent number: 11861518
    Abstract: System derives training change factors for services provided for training product user, priority assigned to training service ticket initiated by training product user, times of service ticket interactions associated with training service ticket, and/or age of training service ticket, and also for times of states of training service ticket. System uses training service ticket and training change factors to train change-based machine-learning model to predict change-based training probability that training product user escalated service for training service ticket. System derives change factors for services provided for product user, priority assigned to service ticket initiated by product user, times of service ticket interactions associated with service ticket, and/or age of service ticket, and also for times of states of training service ticket.
    Type: Grant
    Filed: June 29, 2020
    Date of Patent: January 2, 2024
    Assignee: SupportLogic, Inc.
    Inventors: Zach Riddle, Andrew Langdon, Poonam Rath, Charles Monnett, Lawrence Spracklen
  • HIGH FIDELITY PREDICTIONS OF SERVICE TICKET ESCALATION
    Publication number: 20210004706
    Abstract: System derives training change factors for services provided for training product user, priority assigned to training service ticket initiated by training product user, times of service ticket interactions associated with training service ticket, and/or age of training service ticket, and also for times of states of training service ticket. System uses training service ticket and training change factors to train change-based machine-learning model to predict change-based training probability that training product user escalated service for training service ticket. System derives change factors for services provided for product user, priority assigned to service ticket initiated by product user, times of service ticket interactions associated with service ticket, and/or age of service ticket, and also for times of states of training service ticket.
    Type: Application
    Filed: June 29, 2020
    Publication date: January 7, 2021
    Inventors: Zach Riddle, Andrew Langdon, Poonam Rath, Charles Monnett, Lawrence Spracklen