Patent attributes
A method of automated ticket resolution comprises training and testing feature-specific classifier models using ticket database records. The feature-specific classifier models include machine-learning-based classification models related to features of a ticket system. The method includes training and testing feature-specific solution models using resolved ticket solution database records. The feature-specific classifier models include machine-learning-based solution models related to the features. The method includes receiving a ticket inquiry including a ticket indicative of an issue related to the features, generating a problem statement representative of the issue using the tested classifier models, and communicating the problem statement to the tested solution models. The method includes predicting a solution to the problem statement by using the tested solution models. The solution includes directions to resolve the ticket. The method includes implementing the solution in the system to resolve the issue based on certainty characteristics of the solution and recover a system if required.
