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1.发明申请公开(公告)号：US20190102723A1
公开(公告)日：2019-04-04
申请号：US15722733
申请日：2017-10-02
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Harish Kumar Balachandra Bellamane , Sarath Ambati , Sarup Paul , Cameron Wheeler
Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory to perform operations. The operations include maintaining a list of agent profiles, wherein each of the agent profiles comprises a plurality of skills toward which points are awarded based on completed activities, receiving a service request, identifying one or more skills associated with the service request, referencing the list of agent profiles to identify one of the agent profiles possessing the one or more skills associated with the service request, and assigning the service request to the agent profile possessing the one or more skills associated with the service request.
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公开(公告)号：US20220230123A1
公开(公告)日：2022-07-21
申请号：US17153566
申请日：2021-01-20
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Vytesh Ramesh , Shilpa Shree Rajashekara , Kavita Waldia , Dikesh Kumar , Amanda Nichole Chaffee
Abstract: A system includes one or more client instances hosted by a platform, in which the one or more client instances includes an agent port. A client may submit a request for a resolution to an agent. The agent portal may receive the request, display a subset of one or more sub-case type selections in response to receiving the request, and receive an indication of a selected sub-case type selection of the one or more sub-case type selection to initiate one or more processes to resolve the request. In response to selecting the sub-case type selection, the system may automatically select related sub-case type selections to resolve the request.
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Patent Agency Ranking
公开(公告)号：US20220012671A1
公开(公告)日：2022-01-13
申请号：US17303533
申请日：2021-06-01
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Devinder Narang , Abhishek Rakshe , Ryan Currier , Puja Subramanyam , Cameron Wheeler , Jessica Quittner
Abstract: A system performs operations including receiving a service appointment request, identifying the one or more skills associated with the service appointment request, referencing service agent profile data stored on a first database, wherein the service agent profile data includes one or more skills possessed by each of a plurality of service agents, referencing service agent schedule data stored on a second database, dynamically populating a calendar of available appointment times, including identifying one or more time slots during which at least one service agent of the plurality of service agents possesses the identified skills is available, receiving an input selecting a first time slot of the one or more time slots, and updating a schedule of a first service agent of the plurality of service agents to reflect that the first service agent has a service appointment scheduled during the first time slot.
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公开(公告)号：US20180322442A1
公开(公告)日：2018-11-08
申请号：US15588122
申请日：2017-05-05
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Venki Subramanian , Sarath Ambati
IPC: G06Q10/06
Abstract: A system may include a processor that receives tasks to be performed, determines ordering rules associated with the tasks, and identifies a first set of employees to perform the one or more tasks based on schedule data associated with the employees and the ordering rules. The processor may then identify one employee of the first set of employees to perform the tasks based on a current schedule for the one employee and the ordering rules, identify scheduled tasks to remove from the current schedule based on un-assignment rules, and generate an adjusted current schedule to include the tasks and remove the scheduled tasks from the current schedule. The processor may then send a notification indicative of an adjusted current schedule to a computing device associated with the one employee.
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公开(公告)号：US20220230181A1
公开(公告)日：2022-07-21
申请号：US17154823
申请日：2021-01-21
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Ankur Jain , Rahul Guha , Rajesh Kannan Gurusamy , Prashant Dindure , Elizabeth Ilona Szeles , Mahesh Bhandarkar , Shilpa Shree Rajashekara , Utkarsh Rawat , Abishek Vanam , Amanda Nichole Chaffee
Abstract: A system includes one or more client instances of a client hosted by a platform, in which the one or more client instances include an agent portal. The agent portal may receive a request from a customer related to a customer issue, determine a context for the customer issue based on one or more attributes, and determine a subset of actions as recommended actions based on factors to resolve the customer issue. The factors may include the context, historical data associated with the customer, and/or a client interest associated with the client. Moreover, the agent portal may rank the recommended actions as ranked recommended actions, display the ranked recommended actions for selection by the agent, and provide a guidance corresponding to a selected recommended action.
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公开(公告)号：US10832189B2
公开(公告)日：2020-11-10
申请号：US15588122
申请日：2017-05-05
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Venki Subramanian , Sarath Ambati
IPC: G06Q10/06
Abstract: A system may include a processor that receives tasks to be performed, determines ordering rules associated with the tasks, and identifies a first set of employees to perform the one or more tasks based on schedule data associated with the employees and the ordering rules. The processor may then identify one employee of the first set of employees to perform the tasks based on a current schedule for the one employee and the ordering rules, identify scheduled tasks to remove from the current schedule based on un-assignment rules, and generate an adjusted current schedule to include the tasks and remove the scheduled tasks from the current schedule. The processor may then send a notification indicative of an adjusted current schedule to a computing device associated with the one employee.
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公开(公告)号：US20190102746A1
公开(公告)日：2019-04-04
申请号：US15722976
申请日：2017-10-02
Applicant: ServiceNow, Inc.
Inventor： Sanjay Gupta , Devinder Narang , Abhishek Rakshe , Ryan Currier , Puja Subramanyam , Cameron Wheeler , Jessica Quittner
Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory. The one or more hardware processors are configured to perform operations including receiving a service appointment request, identifying the one or more skills associated with the service appointment request, referencing service agent profile data stored on a first database, wherein the service agent profile data includes one or more skills possessed by each of a plurality of service agents, referencing service agent schedule data stored on a second database, dynamically populating a calendar of available appointment times, including identifying one or more time slots, occurring during a period of time, during which at least one service agent of the plurality of service agents possesses the identified skills is available, receiving an input selecting a first time slot of the one or more time slots, and updating a schedule of a first service agent of the plurality of service agents to reflect that the first service agent has a service appointment scheduled during the first time slot.
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