ALEXANDRIA, Va., July 28 -- United States Patent no. 12,693,928, issued on July 28, was assigned to Omnissa LLC (Mountain View, Calif.).
"Automated help desk" was invented by Kannan Parthasarathy (Palo Alto, Calif.), Arijit Pathak (Karnataka, India) and Hayden Davis (Denver).
According to the abstract* released by the U.S. Patent & Trademark Office: "Disclosed are various embodiments for automating IT help desk services by utilizing historical IT help desk data to identify potential solutions for incidents. First, a ticket associated with an incident on a client device can be received. Next, a ticket record can be generated by extracting information from the ticket using natural language processing techniques. Next, using the ticket recor...