Patent ID: 11915248
Assignee: NEXTIVA, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 14:
15. A non-transitory computer-readable medium embodied with software for ticket management, the software when executed using one or more computer systems is programmed to:
receive a hierarchy of one or more topics;
monitor one or more channels of communication between one or more end users and one or more entities for one or more communications between at least one end user of the one or more end users and at least one entity of the one or more entities;
detect in response to the monitoring the one or more communication channels, a communication between the one or more end users and the one or more entities and the direction of communication;
create in response to the detecting, a ticket detailing the communication channel and the direction of the communication;
analyze in further response to the detecting the communication between the at least one end user of the one or more end users and at least one entity of the one or more entities, voice or text data sent over the communication channel to identify potential topics of the hierarchy of one or more topics that characterize the communication;
compare the identified potential topics with standards to generate a confidence score associated with each of the identified potential topics;
rank the identified potential topics in a list according to the confidence score;
display the list to prompt a selection of one of the identified potential topics to categorize the ticket;
receive the selection to associate the topic with a particular ticket; and
assign the ticket to one of the one or more entities.