A method of facilitating predictive intent-based routing of service requests. Accordingly, the method may include receiving a service request data from a user device, initiating a chatbot, retrieving a service portfolio based on the receiving of the service request data, processing the service portfolio and the service request data, determining a service level, analyzing the service request data using a first machine learning model, determining an intent based on the analyzing, generating an adjusted service level based on the intent using a second machine learning model, assigning an agent to a user of the at least one user based on the adjusted service level, generating a service notification for the agent based on the assigning, transmitting the service notification to the user device and an agent device associated with the agent, and storing the service request data, the service notification, and the adjusted service level.

A method of facilitating predictive intent-based routing of service requests. Accordingly, the method may include receiving a service request data from a user device, initiating a chatbot, retrieving a service portfolio based on the receiving of the service request data, processing the service portfolio and the service request data, determining a service level, analyzing the service request data using a first machine learning model, determining an intent based on the analyzing, generating an adjusted service level based on the intent using a second machine learning model, assigning an agent to a user of the at least one user based on the adjusted service level, generating a service notification for the agent based on the assigning, transmitting the service notification to the user device and an agent device associated with the agent, and storing the service request data, the service notification, and the adjusted service level.

A system and a method for facilitating a processing of a service request is provided. The method includes: accessing a plurality of previously received service requests; receiving a first new service request; determining a handling protocol for the first new service request; adding the received first new service request to the plurality of previously received service requests to generate an updated list of open service requests; and displaying a listing of a least a subset of the updated list of open service requests. The handling protocol includes a priority ranking of the first new service request and an identification of a proposed technician for resolving the corresponding problem. The determination of the handling protocol is performed by assigning weights to each of a set of predefined parameters and algorithmically combining the assigned weights to obtain an overall priority score.

A first aspect of the invention provides a method of fault monitoring in a utility supply network, the method comprising: receiving user queries, each user query about a performance of the network at a respective location; defining a region based on the locations specified in the received user queries; determining an estimate of a user population in the region; and according the region, based on the estimate, a priority for one or more of fault investigation and remediation.

A first aspect of the invention provides a method of fault monitoring in a utility supply network, the method comprising: receiving user queries, each user query about a performance of the network at a respective location; defining a region based on the locations specified in the received user queries; determining an estimate of a user population in the region; and according the region, based on the estimate, a priority for one or more of fault investigation and remediation.

An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.

Described herein are systems, methods, and software to enhance incident response for an information technology (IT) environment. In one implementation, an incident service identifies an incident in the IT environment and determines a correlation between the incident and other incidents in the IT environment. Once correlated, the incident service aggregates incident data of the incident with incident data of the other incidents and generates a summary using the aggregated incident data.

A system, method, and computer program product are provided for customizing a response to a request. In use, a request is received. Additionally, one or more elements associated with the request are determined. Further, a response to the request is customized, utilizing the determined one or more elements associated with the request. Further still, the response to the request is initiated.

The present disclosure generally relates to a feedback processing service that can receive customer input, as customer feedback corresponds to a service context. The feedback processing service aggregates semantically similar feedback as a cluster. Then, the feedback processing service can prioritize each of the clusters by ranking each of the clusters.