EA033174B1 - Method and system for identifying and classifying the causes of consumer claims for self-service machines - Google Patents

Method and system for identifying and classifying the causes of consumer claims for self-service machines

Info

Publication number
EA033174B1
EA033174B1 EA201700610A EA201700610A EA033174B1 EA 033174 B1 EA033174 B1 EA 033174B1 EA 201700610 A EA201700610 A EA 201700610A EA 201700610 A EA201700610 A EA 201700610A EA 033174 B1 EA033174 B1 EA 033174B1
Authority
EA
Eurasian Patent Office
Prior art keywords
consumer
self
identifying
causes
classifying
Prior art date
Application number
EA201700610A
Other languages
Russian (ru)
Other versions
EA201700610A1 (en
Inventor
Валерий Валерьевич ТОЛКАЧЕВ
Марина Игоревна КАЧАЕВА
Сергей Юрьевич САЕНКО
Денис Александрович АРТЮШИН
Екатерина Сергеевна ИВКИНА
Сергей Владимирович АЛПАТОВ
Original Assignee
Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк)
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 Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк) filed Critical Публичное Акционерное Общество "Сбербанк России" (Пао Сбербанк)
Publication of EA201700610A1 publication Critical patent/EA201700610A1/en
Publication of EA033174B1 publication Critical patent/EA033174B1/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/30—Semantic analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/28—Error detection; Error correction; Monitoring by checking the correct order of processing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0766—Error or fault reporting or storing
    • G06F11/0778—Dumping, i.e. gathering error/state information after a fault for later diagnosis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/079—Root cause analysis, i.e. error or fault diagnosis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/205—Parsing
    • G06F40/211—Syntactic parsing, e.g. based on context-free grammar [CFG] or unification grammars

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Health & Medical Sciences (AREA)
  • Quality & Reliability (AREA)
  • Biomedical Technology (AREA)
  • Artificial Intelligence (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Computational Linguistics (AREA)
  • General Health & Medical Sciences (AREA)
  • Debugging And Monitoring (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The technical solution generally relates to computing technologies, in particular, to systems and methods for identifying the causes of claims and incidents within a network of self-service machines. A method for identifying and classifying the causes of consumer claims for self-service machines, wherein a chronological list of consumer claims occurring during the use of a self-service machine is obtained; a group of consumer claims is selected for analysis based on at least one requirement for the type and number of operations, at least one operation corresponding to each claim; at least one operation corresponding to at least one claim from the group of claims selected at the previous step is obtained; at least one operation is analyzed by means of text parsing, at least one operation being read line by line; at least one client session of the consumer is defined based on at least one operation; at least one cause of the error in the consumer operation is identified; then the consumer claims are classified based on those consumer operations, in which errors occurred in the self-service machine. The technical result is improved quality of consumer request analysis.
EA201700610A 2017-11-20 2017-12-27 Method and system for identifying and classifying the causes of consumer claims for self-service machines EA033174B1 (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
RU2017140234A RU2673001C1 (en) 2017-11-20 2017-11-20 Method and system of identification and classification of causes of user claims in self-service devices

Publications (2)

Publication Number Publication Date
EA201700610A1 EA201700610A1 (en) 2019-05-31
EA033174B1 true EA033174B1 (en) 2019-09-30

Family

ID=64556423

Family Applications (1)

Application Number Title Priority Date Filing Date
EA201700610A EA033174B1 (en) 2017-11-20 2017-12-27 Method and system for identifying and classifying the causes of consumer claims for self-service machines

Country Status (3)

Country Link
EA (1) EA033174B1 (en)
RU (1) RU2673001C1 (en)
WO (1) WO2019098875A1 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN113496338B (en) * 2020-04-08 2023-08-22 中国移动通信集团广东有限公司 Analysis method, system and device for network quality difference reasons
WO2022114986A1 (en) * 2020-11-27 2022-06-02 Публичное Акционерное Общество "Сбербанк России" Method and system for the return of funds to a user account by a self-service machine
WO2022114988A1 (en) * 2020-11-27 2022-06-02 Публичное Акционерное Общество "Сбербанк России" Method and system for the return of funds by a self-service machine

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6266788B1 (en) * 1998-07-01 2001-07-24 Support.Com, Inc. System and method for automatically categorizing and characterizing data derived from a computer-based system
US20060184529A1 (en) * 2005-02-16 2006-08-17 Gal Berg System and method for analysis and management of logs and events
RU2381561C2 (en) * 2003-12-23 2010-02-10 Гизеке Унд Девриент Гмбх Machine system for processing banknotes, machine for processing banknotes and method of using said machine
US20120011406A1 (en) * 2010-07-09 2012-01-12 Salesforce.Com, Inc. Techniques for distributing information in a computer network related to a software anomaly

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6266788B1 (en) * 1998-07-01 2001-07-24 Support.Com, Inc. System and method for automatically categorizing and characterizing data derived from a computer-based system
RU2381561C2 (en) * 2003-12-23 2010-02-10 Гизеке Унд Девриент Гмбх Machine system for processing banknotes, machine for processing banknotes and method of using said machine
US20060184529A1 (en) * 2005-02-16 2006-08-17 Gal Berg System and method for analysis and management of logs and events
US20120011406A1 (en) * 2010-07-09 2012-01-12 Salesforce.Com, Inc. Techniques for distributing information in a computer network related to a software anomaly

Also Published As

Publication number Publication date
EA201700610A1 (en) 2019-05-31
RU2673001C1 (en) 2018-11-21
WO2019098875A1 (en) 2019-05-23

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Legal Events

Date Code Title Description
MM4A Lapse of a eurasian patent due to non-payment of renewal fees within the time limit in the following designated state(s)

Designated state(s): AM AZ BY KZ KG TJ TM RU

NF4A Restoration of lapsed right to a eurasian patent

Designated state(s): AM AZ BY KZ KG TJ TM RU