System, method, and computer program product for classifying service request messages

11809,808

18/062032

December 06, 2022

Provided is a method for classifying information technology (IT) service request messages. The method may include receiving data associated with an IT service request message, determining a plurality of number values associated with a plurality of characters included in the IT service request message, generating a vector that includes index values, generating a first bitmap based on generating the vector, generating a second bitmap based on the first bitmap, where the second bitmap has a first dimension and a second dimension, and where the first dimension and the second dimension are equal, and determining a classification of the IT service request message using a neural network algorithm. A system and computer program product are also disclosed.

Visa International Service Association (San Francisco, CA, US)

Visa International Service Association (San Francisco, CA, US)

1. A system comprising at least one processor programmed or configured to: generate a classification model configured to classify service request messages, wherein the classification model is configured to process a bitmap as an input and output a classification based on the bitmap; train the classification model with historical data; receive a first service request message; determine a first classification of the first service request message based on the classification model; generate a second service request message based on the first classification of the first service request message; and automatically communicate the second service request message to a work group system based on the first classification.

2. The system of claim 1 , wherein generating the second service request message based on the first classification comprises including the first classification in the second service request message.

3. The system of claim 1 , wherein the first classification comprises classification data including a label associated with the work group system.

4. The system of claim 1 , wherein the classification model comprises a convolutional neural network.

5. The system of claim 1 , wherein the first service request message comprises a first plurality of characters associated with text, and wherein the second service request message comprises a second plurality of characters.

6. The system of claim 1 , wherein the at least one processor is further programmed or configured to: store classification data including the first classification in a data structure configured to be accessed by the work group system.

7. The system of claim 6 , wherein the data structure comprises a queue of service request messages associated with the work group system, and wherein the second service request message is generated based on a position of the first service request message in the queue.

8. The system of claim 1 , wherein determining the first classification of the first service request message based on the classification model comprises: generating a first bitmap based on the first service request message; generating a second bitmap based on the first bitmap; and processing the second bitmap with the classification model.

9. A computer-implemented method comprising: generating, with at least one processor, a classification model configured to classify service request messages, wherein the classification model is configured to process a bitmap as an input and output a classification based on the bitmap; training, with at least one processor, the classification model with historical data; receiving, with at least one processor, a first service request message; determining, with at least one processor, a first classification of the first service request message based on the classification model; generating, with at least one processor, a second service request message based on the first classification of the first service request message; and automatically communicating, with at least one processor, the second service request message to a work group system based on the first classification.

10. The method of claim 9 , wherein generating the second service request message based on the first classification comprises including the first classification in the second service request message.

11. The method of claim 9 , wherein the first classification comprises classification data including a label associated with the work group system.

12. The method of claim 9 , wherein the classification model comprises a convolutional neural network.

13. The method of claim 9 , wherein the first service request message comprises a first plurality of characters associated with text, and wherein the second service request message comprises a second plurality of characters.

14. The method of claim 9 , further comprising: storing classification data including the first classification in a data structure configured to be accessed by the work group system.

15. The method of claim 14 , wherein the data structure comprises a queue of service request messages associated with the work group system, and wherein the second service request message is generated based on a position of the first service request message in the queue.

16. The method of claim 9 , wherein determining the first classification of the first service request message based on the classification model comprises: generating a first bitmap based on the first service request message; generating a second bitmap based on the first bitmap; and processing the second bitmap with the classification model.

17. A computer program product comprising at least one non-transitory computer-readable medium including one or more instructions that, when executed by at least one processor, cause the at least one processor to: generate a classification model configured to classify service request messages, wherein the classification model is configured to process a bitmap as an input and output a classification based on the bitmap; train the classification model with historical data; receive a first service request message; determine a first classification of the first service request message based on the classification model; generate a second service request message based on the first classification of the first service request message; and automatically communicate the second service request message to a work group system based on the first classification.

6763101 July 2004 Lautenschlager et al.
20100017487 January 2010 Patinkin
20110246404 October 2011 Lehmann et al.
20170244737 August 2017 Kuperman
20190166141 May 2019 Xu
20190294676 September 2019 Sapugay
2015072085 March 2017

edspgr.11809808