US Patent 11327826 System, method, and computer program for automated resolution of free-text incidents, based on machine learning

A system, method, and computer program product are provided for automated resolution of free-text incidents, based on machine learning. In operation, a system receives incident information from at least one IT service management (ITSM) system. The system reads the incident information including free text and classifies an incident associated with the incident information to at least one automation flow. The system generates robotic process automation (RPA) compatible information from the incident information by parsing parameters associated with the incident from text into required fields based on the at least one automation flow. Further, the system sends the generated RPA compatible information to the at least one ITSM system or at least one RPA system.