EA201700610A1 - METHOD AND SYSTEM OF IDENTIFICATION AND CLASSIFICATION OF CAUSES OF USE CLAIMS IN SELF-SERVICE DEVICES - Google Patents

METHOD AND SYSTEM OF IDENTIFICATION AND CLASSIFICATION OF CAUSES OF USE CLAIMS IN SELF-SERVICE DEVICES

Info

Publication number
EA201700610A1
EA201700610A1 EA201700610A EA201700610A EA201700610A1 EA 201700610 A1 EA201700610 A1 EA 201700610A1 EA 201700610 A EA201700610 A EA 201700610A EA 201700610 A EA201700610 A EA 201700610A EA 201700610 A1 EA201700610 A1 EA 201700610A1
Authority
EA
Eurasian Patent Office
Prior art keywords
self
user
causes
users
service devices
Prior art date
Application number
EA201700610A
Other languages
Russian (ru)
Other versions
EA033174B1 (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
    • G06F11/07—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
    • 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
    • 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)
  • Audiology, Speech & Language Pathology (AREA)
  • Computational Linguistics (AREA)
  • General Health & Medical Sciences (AREA)
  • Artificial Intelligence (AREA)
  • Biomedical Technology (AREA)
  • Debugging And Monitoring (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

Данное техническое решение, в общем, относится к области вычислительной техники, а в частности к системам и способам выявления причин возникновения претензий и инцидентов в сети устройств самообслуживания. Способ выявления и классификации причин возникновения претензий пользователей в устройствах самообслуживания, в котором получают набор претензий пользователей в хронологическом порядке, возникших при использовании устройства самообслуживания; выделяют группу претензий пользователей для анализа на основании по меньшей мере одного требования к типу и количеству операций, причем каждой претензии соответствует по меньшей мере одна операция; получают по меньшей мере одну операцию, соответствующую по меньшей мере одной претензии из выделенной на предыдущем шаге группы претензий; проводят анализ по меньшей мере одной операции посредством применения синтаксического анализа текста, причем выполняют построчное чтение по меньшей мере одной операции; определяют по меньшей мере одну клиентскую сессию пользователя на основании по меньшей мере одной операции; выявляют по меньшей мере одну причину возникновения ошибки по операции пользователя; затем осуществляют классификацию претензий пользователей на основании операций пользователей, по которым произошли ошибки в устройстве самообслуживания. Технический результат - повышение качества анализа клиентских обращений.This technical solution, in general, relates to the field of computer technology, and in particular to systems and methods for identifying the causes of claims and incidents in the network of self-service devices. A method for identifying and classifying the causes of user claims in self-service devices, in which a set of users’s claims are received in chronological order that arose when using a self-service device; allocate a group of users' claims for analysis based on at least one requirement for the type and number of operations, with each claim corresponding to at least one operation; receive at least one operation corresponding to at least one claim from the group of claims selected in the previous step; analyzing at least one operation by applying text syntax, and performing at least one operation line by line; determining at least one client session of the user based on the at least one operation; identify at least one cause of an error in a user operation; Then, users' claims are classified based on user operations for which errors occurred in the self-service device. The technical result is an improvement in the quality of analysis of client requests.

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 true EA201700610A1 (en) 2019-05-31
EA033174B1 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

Family Cites Families (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
DE10360861A1 (en) * 2003-12-23 2005-08-04 Giesecke & Devrient Gmbh System of banknote processing machines, banknote processing machine and method for their operation
US7895167B2 (en) * 2005-02-16 2011-02-22 Xpolog Ltd. System and method for analysis and management of logs and events
US8819632B2 (en) * 2010-07-09 2014-08-26 Salesforce.Com, Inc. Techniques for distributing information in a computer network related to a software anomaly

Also Published As

Publication number Publication date
WO2019098875A1 (en) 2019-05-23
RU2673001C1 (en) 2018-11-21
EA033174B1 (en) 2019-09-30

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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