DE202021105248U1 - A student service management system - Google Patents

Abstract

A student service management system, the system comprising: a digital signal processor connected to a voice assistant for receiving information about a request / complaint from a student through an audio input there by registering a request / complaint and making a ticket therefor; a central processing unit coupled to the digital signal processor for assigning one of the customer service agents for specialized problem support; anda cloud processing unit wirelessly connected to the central unit and the customer via a registered request / complaint communication means to provide secure communication to operate the request / complaint and hardware related to the registered request / complaint.

Description

FIELD OF THE INVENTION

The present disclosure relates to a student service management system for troubleshooting and technical support services for a wide variety of students.

BACKGROUND OF THE INVENTION

The Student Service Management (after the Spanish acronym GSA) program aims to improve the quality of the management of the administrative processes associated with the students at all levels considered to be users, through an office that collects incoming inquiries and one quick response managed efficiently.

Based on the standards ISO 9001: 2015 , ISO 20000: 2018 and UNE-EN66175, which regulate quality in universities, the purpose of the GSA program is to efficiently connect users to the various units and services of the university, thus integrating the services and procedures provided by external institutions into this system with reference to the university are provided through agreements.

From the discussion above, it can be seen that a system for managing student services is required.

SUMMARY OF THE INVENTION

The present disclosure aims to provide a student service management system to improve the quality of the management of administrative procedures.

In one embodiment, a student service management system is disclosed. The system includes a digital signal processor connected to a voice assistant for receiving information about a student's request / complaint via an audio input, thereby registering a request / complaint and creating a ticket for it. The system also includes a central processing unit connected to the digital signal processor for assigning one of the customer service representatives for specialized problem support. The system further comprises a cloud processing unit which is wirelessly connected to the central processing unit and the customer via a communication means for the registered request / complaint in order to provide a secure communication to the request / complaint and hardware related to the registered request / Operate complaint.

In another embodiment, the voice assistant is connected to a classifier in order to classify the request / complaint according to its type and to generate a ticket according to its type.

In another embodiment, the central unit is connected to the neural network, which is trained on the maximum possible options in relation to a single inquiry / complaint, so that the customer problem is transferred to the customer service representative.

In another embodiment, every inquiry / complaint made by the customer service representatives is monitored by the back office staff in order to identify and resolve errors in the customer service representative's steps.

In another embodiment, the inquiry / complaint requires a hierarchical escalation within the organizational structure of the university or the institutional connection of the university with another higher education center or another public institution has to be resolved.

An object of the present disclosure is to improve the quality in the management of administrative processes in connection with the students at all levels.

Another object of the present invention is to provide a fast and cost effective administration system for student services.

In order to further clarify advantages and features of the present disclosure, a more specific description of the invention will be given with reference to specific embodiments thereof which are illustrated in the accompanying drawings. It is understood that these drawings only illustrate typical embodiments of the invention and are therefore not to be regarded as limiting its scope. The invention is described and explained with additional details and details with the accompanying drawings.

Figure list

• 1 veranschaulicht ein Blockdiagramm eines Studentendienstleistungsverwaltungssystems gemäß einer Ausführungsform der vorliegenden Offenbarung; und
• 2 veranschaulicht die Architektur eines Studentendienstleistungsverwaltungssystems gemäß einer Ausführungsform der vorliegenden Offenbarung.

These and other features, aspects, and advantages of the present disclosure will become better understood when the following detailed description is read with reference to the accompanying drawings, in which like characters represent like parts in the drawings, wherein:

• 1 Figure 3 illustrates a block diagram of a student service management system in accordance with an embodiment of the present disclosure; and
• 2 illustrates the architecture of a student service management system in accordance with an embodiment of the present disclosure.

Furthermore, those skilled in the art will recognize that elements in the drawings are shown for simplicity and need not necessarily be drawn to scale. Furthermore, with regard to the construction of the device, one or more components of the device may be represented in the drawings by conventional symbols, and the drawings may show only the specific details relevant to an understanding of the embodiments of the present disclosure, so that in order to not obscuring the drawings with details readily apparent to one of ordinary skill in the art having the benefit of the description herein.

DETAILED DESCRIPTION:

To aid in understanding the principles of the invention, reference will now be made to the embodiment illustrated in the drawings and specific language will be used to describe the same. It should nevertheless be understood that it is not intended to limit the scope of the invention, and such changes and other modifications to the illustrated system and such further applications of the principles of the invention as illustrated therein are contemplated as would normally occur to one skilled in the art would be in the art to which the invention relates.

It will be understood by those skilled in the art that the foregoing general description and the following detailed description are exemplary and explanatory of the invention and are not intended to be limiting.

Reference throughout this specification to “an aspect,” “another aspect,” or similar language means that a particular feature, structure, or feature described in connection with the embodiment is included in at least one embodiment of the present invention Revelation is included. Thus, the appearances of the phrase “in one embodiment,” “in another embodiment,” and similar language in this specification may or may not all refer to the same embodiment.

Similarly, one or more devices or subsystems or elements or structures or components that are continued with “comprises ... a” do not exclude the existence of other devices or other subsystems or other elements or other structures or other components without further restrictions or additional devices or additional subsystems or additional elements or additional structures or additional components.

Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The system, methods, and examples provided herein are illustrative only and are not intended to be limiting.

Embodiments of the present disclosure are described below in detail with reference to the accompanying drawings.

With reference to 1 Illustrated is a block diagram of a student service management system in accordance with an embodiment of the present disclosure. The system 100 contains a digital signal processor 102 having a voice assistant 104 is connected to receive information about a request / complaint from a student through an audio input, thereby registering a request / complaint and creating a ticket for it.

In one embodiment is a central processing unit 106 with the digital signal processor 102 Connected to assign one of the customer service representatives for specialized problem support.

In one embodiment there is a cloud processing unit 108 wirelessly with the central processing unit 106 and in communication with the customer via communication means for the registered inquiry / complaint to provide secure communication to operate the inquiry / complaint and hardware related to the registered inquiry / complaint.

In another embodiment, the voice assistant is 104 connected to a classifier that classifies the request / complaint according to its type and creates a ticket depending on the type.

In another embodiment, the central unit is 106 connected to the neural network, which is trained on the maximum possible options in relation to a single inquiry / complaint, so that the customer problem is transmitted to the customer service representative.

In another embodiment, every inquiry / complaint made by the customer service representatives is monitored by the back office staff in order to identify and resolve errors in the customer service representative's steps.

In another embodiment, the inquiry / complaint requires a hierarchical escalation within the organizational structure of the university or the institutional connection of the university with another higher education center or another public institution has to be resolved.

2 illustrates the architecture of a student service management system in accordance with an embodiment of the present disclosure. A student input device 202 is used to request a request / complaint. Inquiries (inquiries / complaints) are managed according to a procedure for classifying inquiries, which makes it possible to better identify and prioritize the areas of responsibility of the various institutional units and the type of inquiry sent to the university. In order to accelerate the reaction process, a system consisting of three management levels is being designed. The first is characterized in that the inquiry from the student service system is via a communication medium 204 (such as email, phone, or in person). Then, in the second level of attention, the requirements raised by the request made are processed by a central processing unit 106 evaluated (hierarchization), and it is decided (yes / no) whether it deserves to be included in the third level of attention. In the third level of attention, inquiries are processed that require a hierarchical escalation within the organizational structure of the university or the institutional link between the university and another university or public institution.

In one embodiment, the audio input includes service requests (requests, inquiries, incidents, or others), a database of student service requests, a knowledge database of service delivery methods, a service catalog, operating agreements for the provision of the service. The output generated for audio input includes an updated student service request database, a user review record, a non-feasibility notification, an updated service catalog, updated service level agreements (SLA), updated knowledge or best practices database, and reports, metrics, service and Process indicators.

In one embodiment, the types of service requests are standard request, non-standard request, manual request, unfeasible request, related request, and follow-up request. The standard request is any attention request that has been received through regular procedures and that is formally linked to the services specified in the service catalog. Therefore it can be typed and assigned to a service manager. This type of request can be an incident, problem, or requirement. The non-standard request is any attention request that is received via regular channels and that is not formally linked to the services set up within the service catalog, therefore it cannot be typed or assigned to an agent or service manager. In this case, the request will be processed and the student will be notified that they will be referred to an agent or service manager for assessment. Tickets that are initially generated manually due to the unavailability of the ticket service tool or the interruption of the network and / or internet service. They can be requested by the student or by the service point who supervises him / her. The non-feasible application corresponds to an application for a service that is not entered in the service catalog and cannot be included, i. In this case, the user is registered and informed about the "non-feasibility". Example: Request for the delivery of office supplies, etc. The related request is the same incident, problem, or request reported by different students, generally caused by the unavailability of services with massive impact. The follow-up request relates to a closed ticket that has been consulted by the user due to an incident or news about the solution of the ticket.

The percentage of consultations carried out under service contracts measures the degree of compliance with SLAs in relation to the total number of consultations attended. The SLAs contain the minimum values set for each service.

The percentage of incidents managed under service contracts measures the degree of SLA compliance relative to the total number of incidents managed. The SLAs contain the minimum values set for each service.

The percentage of requests managed under service agreements measures the degree of SLA compliance relative to the total number of requests managed. The SLAs contain the minimum values set for each service.

The percentage of requests for attention and / or timely escalation measures the degree to which a service request is processed and timely renewed to the back office (third and fourth levels) if there is no temporary or permanent solution to a request or an incident or if the incident has recurred.

The percentage of requests processed and completed in the front office measures the degree to which a service request is resolved to the satisfaction of the user by the initial attention, depending on the complexity of the incident and the defined attention duration, without the intervention of the back office.

Inquiries relate to requests for information on specific topics, advice on administrative or management processes, or student inquiries that result in a physical or verbal response to the attention areas by providing information and quick access to those in the catalog of services of the student secretariat. Request refers to requests or requests for access to predetermined services that are registered in the catalog. It offers the user quick and effective access to standard services. Incident refers to situations or special events identified and reported by students in the context of the administrative management process that interrupt or prevent the proper provision of one or more services. A problem is a condition identified in multiple incidents with common symptoms or in a single major incident with an unknown cause.

Indeed, executable code of a device or module could be a single command or multiple commands, and may even be spread across several different code segments, among different applications, and across multiple storage devices. Similarly, operational data may be identified and represented herein within the device and may be embodied in any suitable form and organized in any suitable type of data structure. The operational data can be collected as a single data set or can be distributed over different locations, including over different storage devices, and can exist, at least in part, as electronic signals in a system or network.

In accordance with the example embodiments, the disclosed modules may be implemented in many example ways, for example as an application that resides in a device's memory or as a hosted application that runs on a server and communicates with the computer through a number of device applications or browsers Standard protocols such as TCP / IP, HTTP, XML, SOAP, REST, JSON and other adequate protocols. The disclosed computer programs may be written in example programming languages drawn from memory on the device or from a hosted server.

Some of the disclosed embodiments include or otherwise involve transferring data over a network, such as communicating various inputs or files over the network. The network may include, for example, one or more of the Internet, wide area networks (WANs), local area networks (LANs), analog or digital wired and wireless telephone networks (e.g., a PSTN, Integrated Services Digital Network (ISDN)), a cellular network and digital Subscriber line (xDSL), radio, television, cable, satellite and / or other transmission or tunneling mechanisms for transmitting data. The network can comprise multiple networks or sub-networks, each of which can comprise, for example, a wired or wireless data path. The network may include a circuit switched voice network, a packet switched data network, or any other network capable of carrying electronic communications. The network can include, for example, networks based on Internet Protocol (IP) or Asynchronous Transfer Mode (ATM) and can support voice using, for example, VoIP, Voice-over-ATM, or other comparable protocols used for voice data communication. In one implementation, the network comprises a cellular telephone network configured to allow the exchange of text or SMS messages.

The drawings and the above description provide exemplary embodiments. Those skilled in the art will recognize that one or more of the elements described can be combined well into a single functional element. Alternatively, certain elements can be divided into several functional elements. Elements from one embodiment can be added to another embodiment. For example, the orders of processes described herein can be changed and are not limited to the manner described herein. Actions that are not dependent on other actions can also be performed in parallel with the other actions. The scope of the embodiments is in no way limited by these specific examples. Numerous variations, whether explicitly stated in the specification or not, such as differences in structure, Dimensions and material usage are possible. The scope of the embodiments is at least as broad as indicated by the following claims.

Advantages, other advantages, and solutions to problems have been described above with respect to specific embodiments. However, the benefits, solutions to problems, and any component (s) that may cause a benefit, benefit, or solution to occur or become more pronounced, are not intended as a critical, required, or essential feature or part of any or all of the claims.

List of reference symbols

100

system

102

digital signal processor

104

Voice assistant

106

central processing unit

108

Cloud processing unit

202

Student input device

204

Means of communication

QUOTES INCLUDED IN THE DESCRIPTION

This list of the documents listed by the applicant was generated automatically and is included solely for the better information of the reader. The list is not part of the German patent or utility model application. The DPMA assumes no liability for any errors or omissions.

Non-patent literature cited

• ISO 9001: 2015 [0003]
• ISO 20000: 2018 [0003]

Claims (5)

A student service management system, the system includes: a digital signal processor connected to a voice assistant for receiving information about a request / complaint from a student through an audio input there by registering a request / complaint and creating a ticket therefor; a central processing unit connected to the digital signal processor for assigning one of the customer service agents for specialized problem support; and a cloud processing unit wirelessly connected to the central unit and the customer via a communication means for the registered request / complaint to provide secure communication to operate the request / complaint and hardware related to the registered request / complaint. System according to Claim 1 , wherein the voice assistant is connected to a classifier to classify the request / complaint according to its type and to generate a ticket according to its type. System according to Claim 1 , wherein the central unit is connected to the neural network, which is trained on the maximum possible options in relation to a single inquiry / complaint, so that the customer problem is transmitted to the customer service representative. System according to Claim 1 Each inquiry / complaint made by the customer service representatives is monitored by the back office staff in order to identify and correct errors in the steps of the customer service representatives. System according to Claim 1 , whereby the request / complaint requires a hierarchical escalation within the organizational structure of the university or the institutional link between the university and another university or public institution.

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