CO2023009437A2 - Gestión de escalamiento y minería de trayecto - Google Patents

Gestión de escalamiento y minería de trayecto

Info

Publication number
CO2023009437A2
CO2023009437A2 CONC2023/0009437A CO2023009437A CO2023009437A2 CO 2023009437 A2 CO2023009437 A2 CO 2023009437A2 CO 2023009437 A CO2023009437 A CO 2023009437A CO 2023009437 A2 CO2023009437 A2 CO 2023009437A2
Authority
CO
Colombia
Prior art keywords
journey
mining
escalation
management
escalation management
Prior art date
Application number
CONC2023/0009437A
Other languages
English (en)
Inventor
Will Thiel
Original Assignee
Pointillist Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Pointillist Inc filed Critical Pointillist Inc
Publication of CO2023009437A2 publication Critical patent/CO2023009437A2/es

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0635—Risk analysis of enterprise or organisation activities
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/245—Query processing
    • G06F16/2455—Query execution
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/248—Presentation of query results
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/101—Collaborative creation, e.g. joint development of products or services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/103—Workflow collaboration or project management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Theoretical Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Development Economics (AREA)
  • Data Mining & Analysis (AREA)
  • Operations Research (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Computational Linguistics (AREA)
  • Databases & Information Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Pharmaceuticals Containing Other Organic And Inorganic Compounds (AREA)
  • Preparation Of Compounds By Using Micro-Organisms (AREA)

Abstract

Los trayectos y/o líneas de tiempo de múltiples clientes pueden usarse en la gestión de escalamiento y/o la minería de trayecto. Un evento de interés, que pertenece a un problema o un incidente, en una línea de tiempo puede usarse en la gestión de escalamiento y/o la minería de trayecto. La gestión de escalamiento está dirigida a abordar y resolver incidentes, problemas y situaciones de clientes que podrían dar como resultado un alto nivel de insatisfacción del cliente o daño a la reputación del proveedor de servicios, usando la respuesta y/o los recursos apropiados. La minería de trayecto está dirigida a usar patrones a través de los clientes y sus trayectos para determinar dónde las cosas pasaron de manera diferente a lo esperado en el trayecto.
CONC2023/0009437A 2020-12-22 2023-07-14 Gestión de escalamiento y minería de trayecto CO2023009437A2 (es)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US202017130125A 2020-12-22 2020-12-22
PCT/US2021/064803 WO2022140512A1 (en) 2020-12-22 2021-12-22 Escalation management and journey mining

Publications (1)

Publication Number Publication Date
CO2023009437A2 true CO2023009437A2 (es) 2023-09-29

Family

ID=80122638

Family Applications (1)

Application Number Title Priority Date Filing Date
CONC2023/0009437A CO2023009437A2 (es) 2020-12-22 2023-07-14 Gestión de escalamiento y minería de trayecto

Country Status (8)

Country Link
US (1) US20230050135A1 (es)
EP (1) EP4268171A1 (es)
JP (1) JP2024510068A (es)
CN (1) CN116888614A (es)
AU (1) AU2021409914A1 (es)
CA (1) CA3203251A1 (es)
CO (1) CO2023009437A2 (es)
WO (1) WO2022140512A1 (es)

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20160266752A1 (en) * 2015-03-12 2016-09-15 Capital One Services, LLC. System and method for event data visualization
US10198413B2 (en) * 2016-12-30 2019-02-05 Dropbox, Inc. Image annotations in collaborative content items

Also Published As

Publication number Publication date
JP2024510068A (ja) 2024-03-06
CN116888614A (zh) 2023-10-13
WO2022140512A1 (en) 2022-06-30
CA3203251A1 (en) 2022-06-30
EP4268171A1 (en) 2023-11-01
US20230050135A1 (en) 2023-02-16
AU2021409914A1 (en) 2023-07-06

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