Detecting events from customer support sessions
US10097690B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 15, 2018 |
| Grant date | Oct 9, 2018 |
| Priority date | — |
| Expiry date | Mar 15, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Text of customer support sessions of a company may be processed to detect events that are taking place. For example, an event may be a service disruption. The company may desire to detect the events and take action to address them. The events may be detected by processing customer support sessions during a test window and computing test counts, where each test count corresponds to a topic and a customer parameter. The topics may be determined from the customer support sessions and the customer parameters may relate to information about the customer (e.g., services received by the customer). Baseline counts may also be computed that correspond to typical or expected behavior when no event is occurring. Event detection scores may be computed by processing the test counts and baseline counts and used to determine if an event has occurred. The process may be repeated for subsequent test windows.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.