Early generation of service requests

摘要

A method, data processing system, and computer program product for managing services. A computer identifies information in a number of discussions in a discussion forum. The computer determines that the information is associated with a service. The computer then generates a new request for the service in an absence of a current request for the service.

主权项

1. A method for managing services, the method comprising:
crawling, by a computer, over a number of discussions in an online chat forum to extract information posted by a user of the online chat forum using a domain-specific dictionary of terms; determining, by the computer, that the information extracted from the number of discussions in the online chat forum is associated with a service of the services, wherein the computer determines that the information extracted from the number of discussions in the online chat forum is associated with the service by using a model that includes a first policy that determines whether the information extracted from the number of discussions in the online chat forum is associated with the service using a set of keywords related to the service; responsive to the computer determining that a trust level assigned to the user of the online chat forum exceeds a specified threshold, generating, by the computer, a new request for the service in an absence of a current request by the user of the online chat forum for the service, wherein the computer generates the new request by sending a request to the user of the online chat forum for additional information and using the additional information received from the user of the online chat forum to generate the new request, and wherein the trust level assigned to the user is selected using a second policy that utilizes other information posted by the user in the past on the online chat forum that has a history of being accurate information; sending, by the computer, the new request for the service to a service provider; receiving, by the computer, data from the service provider indicating that the service is scheduled; and adding, by the computer, new information to the online chat forum indicating the service is scheduled.