WO2020236117A1 - A smart task assignment system - Google Patents
A smart task assignment system Download PDFInfo
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- WO2020236117A1 WO2020236117A1 PCT/TR2020/050431 TR2020050431W WO2020236117A1 WO 2020236117 A1 WO2020236117 A1 WO 2020236117A1 TR 2020050431 W TR2020050431 W TR 2020050431W WO 2020236117 A1 WO2020236117 A1 WO 2020236117A1
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- task assignment
- assignment system
- smart task
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- 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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063112—Skill-based matching of a person or a group to a task
-
- 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
Definitions
- the present invention relates to a smart task assignment system for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies.
- CRM Customer Relationship Management
- the invention included United States patent document no. US2018367370 discloses an analytic application which automatically determines root cause of issues encountered in wireless carrier networks.
- the data management platform included in the said invention receives performance data from user devices and units on network.
- the analytic application disclosed in the invention determines the issue affecting the one or more user devices. Then, the analytic application runs machine learning algorithms on these performance data, and reveals and analyses the root issue causing the problem.
- An objective of the present invention is to realize a smart task assignment system which analyses record content of requests and/or issues occurring in time in corporate companies intelligently; enables to quickly resolve similar requests and/or issues that will occur in the future, by automatically detecting by which unit the request and/or the issue was resolved.
- Another objective of the present invention is to realize a smart task assignment system which enables to assign the created requests and issues to a related group and person automatically according to the textual expressions in description fields; to assign workload to right solution groups and/or departments by preventing additional effort of analysing records by an employee, possibility of transferring these to the wrong groups and/or departments.
- Figure l is a schematic view of the inventive smart task assignment system.
- the inventive smart task assignment system (1) for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies; comprising:
- At least one electronic device (2) which is used by a user who is authorized and has access to at least one service and/or delivery;
- At least one database (3) which is configured to store requests, complaints or problems about various services or deliveries related to previous periods and created by current customers;
- At least one server (4) which is in communication with the database (3); solves and makes sense of textual expressions included in the database (3) by artificial intelligence algorithms; is configured to direct software and hardware issues, complaints possible to occur in the future to related units, teams or departments for resolution.
- the electronic device (2) included in the inventive system (1) is device such as mobile phone, smartphone, tablet or portable computer which performs data exchange by using any communication protocol in the state of the art and can run at least one application interface on thereof.
- the electronic device (2) is preferably used by a problem solver team and/or teams included in an information technologies department that is affiliated with the corporate firm.
- the database (3) included in the inventive system (1) is configured to store forms of records, issues or requests that were closed, resolved within a certain period of time -within the last year in a preferred embodiment of the invention- as defined in lists on thereof.
- the database (3) is also configured to store the information about which units, departments or persons being affiliated with the related corporate company, solved the resolved records in list form on thereof.
- the database (3) is configured to store the records created in accordance with the information obtained from the units evaluating the customer complaints, demands being affiliated with the related corporate company on thereof.
- the server (4) included in the inventive system (1) is configured to communicate with the electronic device (2) in a wired and/or wireless way.
- the server (4) is configured to run an assignment decision function which directs the information being included in the units, the teams and the departments resolving the requests, the issues in the solved records being included in the database (3), to character identification and machine learning algorithms as input by textual expressions in the resolved records being included on the database (3).
- the server (4) is configured to automatically detect which request, complaint or issue is resolved by which unit, team or department by comparing the textual expressions in the database (3) with one another over an assignment decision function.
- the server (4) is configured to transmit the record information comprising the unresolved complaint, request or problem transmitted to itself from the database (3), to the electronic device (2) in the related unit, team, department to resolve the issue.
- complaints, requests transmitted to a corporate company are stored by being listed in the database (3). Records, issues or requests that have not been closed, i.e. not resolved, within the last year are listed as rule sets in the database (3).
- persons, units or departments solving the resolved issues, i.e. closed records, and the problems in the closed records are also recorded in the database (3).
- the resolved records and information of the teams solving the problems in the database (3) are transmitted to the server (4).
- the records closed in the database (3) by the assignment decision function included on the server (4) and the information of the units, the teams, the departments resolving the closed record are compared with one another by machine learning and character identification algorithms.
- the server (4) automatically detects which request, complaint or issue is resolved by which unit, team or department by comparing the textual expressions in the database (3) with one another over the assignment decision function.
- the server (4) transmits the record information comprising the unresolved complaint, request or problem transmitted to itself from the database (3), to the electronic device (2) in the related unit, team, department to resolve the issue.
- this system (1) enables to assign the created requests and issues to a related group and person automatically according to the textual expressions in description fields; to prevent additional effort of analysing records by an employee, possibility of transferring these to the wrong groups and/or departments; to assign workload to right solution groups and/or departments.
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Abstract
The present invention relates to a smart task assignment system (1) for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies. An objective of the present invention is to realize a smart task assignment system which analyses record content of requests and/or issues occurring in time in corporate companies intelligently; enables to resolve similar requests and/or issues that may occur in the future quickly, by automatically detecting by which unit the request and/or the issue was resolved.
Description
A SMART TASK ASSIGNMENT SYSTEM
Technical Field
The present invention relates to a smart task assignment system for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies.
Background of the Invention
Today, corporate companies provide natural and legal persons with numerous different services and/or deliveries. It is continuously followed up whether persons, firms served by corporate firms are satisfied with the service and/or the delivery provided. Corporate firms regularly collect feedbacks from persons, firms they serve. As a result of these feedbacks, corporate firms make their own plans for the future in a healthier way. Although services provided by corporate firms seem simple; many information technology (IT) systems, members for ensuring proper operation of a service provided, being connected to the related service and/or delivery are used. Failures, errors are encountered in systems and members with information technologies, in the course of time. It is required to repair or maintain these errors being encountered in their IT systems, members without loss of time. These errors occurring in time can be both software and hardware based. Problem solver departments of different types and capabilities are generally utilized in corporate firms in order to correct errors occurring in IT systems, members. Besides, problems being resolved in previous periods and information about the department resolving the related problem are included in Customer Relationship Management (CRM) records. However, assigning a task of examining CRM records manually and resolving problems that may occur for the future to a related
department takes time and this damages a corporate company financially. Therefore, corporate companies, which cannot resolve their customers’ complaints in a short time, may lose their customers to other competing firms.
Due to these reasons, there is need for a smart task assignment system which enables to resolve problems occurring in services and/or deliveries provided by corporate firms without loss of time, and to complete a technical solution within the shortest time by automatically assigning technical problems to occur in the future to departments that will resolve complaints.
The invention included United States patent document no. US2018367370, an application in the state of the art, discloses an analytic application which automatically determines root cause of issues encountered in wireless carrier networks. The data management platform included in the said invention receives performance data from user devices and units on network. The analytic application disclosed in the invention determines the issue affecting the one or more user devices. Then, the analytic application runs machine learning algorithms on these performance data, and reveals and analyses the root issue causing the problem.
Summary of the Invention
An objective of the present invention is to realize a smart task assignment system which analyses record content of requests and/or issues occurring in time in corporate companies intelligently; enables to quickly resolve similar requests and/or issues that will occur in the future, by automatically detecting by which unit the request and/or the issue was resolved.
Another objective of the present invention is to realize a smart task assignment system which enables to assign the created requests and issues to a related group and person automatically according to the textual expressions in description fields;
to assign workload to right solution groups and/or departments by preventing additional effort of analysing records by an employee, possibility of transferring these to the wrong groups and/or departments.
Detailed Description of the Invention
“A Smart Task Assignment System” realized to fulfil the objectives of the present invention is shown in the figure attached, in which:
Figure l is a schematic view of the inventive smart task assignment system.
The components illustrated in the figures are individually numbered, where the numbers refer to the following:
1. System
2. Electronic device
3. Database
4. Server
The inventive smart task assignment system (1) for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies; comprising:
- at least one electronic device (2) which is used by a user who is authorized and has access to at least one service and/or delivery;
- at least one database (3) which is configured to store requests, complaints or problems about various services or deliveries related to previous periods and created by current customers;
- at least one server (4) which is in communication with the database (3); solves and makes sense of textual expressions included in the database (3)
by artificial intelligence algorithms; is configured to direct software and hardware issues, complaints possible to occur in the future to related units, teams or departments for resolution.
The electronic device (2) included in the inventive system (1) is device such as mobile phone, smartphone, tablet or portable computer which performs data exchange by using any communication protocol in the state of the art and can run at least one application interface on thereof. The electronic device (2) is preferably used by a problem solver team and/or teams included in an information technologies department that is affiliated with the corporate firm.
The database (3) included in the inventive system (1) is configured to store forms of records, issues or requests that were closed, resolved within a certain period of time -within the last year in a preferred embodiment of the invention- as defined in lists on thereof. In addition, the database (3) is also configured to store the information about which units, departments or persons being affiliated with the related corporate company, solved the resolved records in list form on thereof. Also, the database (3) is configured to store the records created in accordance with the information obtained from the units evaluating the customer complaints, demands being affiliated with the related corporate company on thereof.
The server (4) included in the inventive system (1) is configured to communicate with the electronic device (2) in a wired and/or wireless way. The server (4) is configured to run an assignment decision function which directs the information being included in the units, the teams and the departments resolving the requests, the issues in the solved records being included in the database (3), to character identification and machine learning algorithms as input by textual expressions in the resolved records being included on the database (3). Thereby, the server (4) is configured to automatically detect which request, complaint or issue is resolved by which unit, team or department by comparing the textual expressions in the
database (3) with one another over an assignment decision function. The server (4) is configured to transmit the record information comprising the unresolved complaint, request or problem transmitted to itself from the database (3), to the electronic device (2) in the related unit, team, department to resolve the issue.
In the inventive smart task assignment system (1), complaints, requests transmitted to a corporate company are stored by being listed in the database (3). Records, issues or requests that have not been closed, i.e. not resolved, within the last year are listed as rule sets in the database (3). In addition, persons, units or departments solving the resolved issues, i.e. closed records, and the problems in the closed records are also recorded in the database (3). The resolved records and information of the teams solving the problems in the database (3) are transmitted to the server (4). The records closed in the database (3) by the assignment decision function included on the server (4) and the information of the units, the teams, the departments resolving the closed record are compared with one another by machine learning and character identification algorithms. Thereby, the server (4) automatically detects which request, complaint or issue is resolved by which unit, team or department by comparing the textual expressions in the database (3) with one another over the assignment decision function. The server (4) transmits the record information comprising the unresolved complaint, request or problem transmitted to itself from the database (3), to the electronic device (2) in the related unit, team, department to resolve the issue.
With the inventive smart task assignment system (1), it is ensured to analyse record content of requests and/or issues occurring in time in corporate companies intelligently; to automatically detect by which unit the request and/or the issue was resolved; to quickly resolve similar requests and/or issues that will occur in the future. In addition, this system (1) enables to assign the created requests and issues to a related group and person automatically according to the textual expressions in description fields; to prevent additional effort of analysing records by an employee,
possibility of transferring these to the wrong groups and/or departments; to assign workload to right solution groups and/or departments.
It is possible to develop various embodiments of the inventive smart task assignment system (1); the invention cannot be limited to examples disclosed herein and it is essentially according to claims.
Claims
1. A smart task assignment system (1) for automatically assigning teams, persons, departments to provide solution for same and/or similar problems that will occur in the future, by analysing tasks occurring in time and being resolved in services and/or deliveries provided by corporate companies; comprising:
- at least one electronic device (2) which is used by a user who is authorized and has access to at least one service and/or delivery;
- at least one database (3) which is configured to store requests, complaints or problems about various services or deliveries related to previous periods and created by current customers;
and characterized by
- at least one server (4) which is in communication with the database (3); solves and makes sense of textual expressions included in the database (3) by artificial intelligence algorithms; is configured to direct software and hardware issues, complaints possible to occur in the future to related units, teams or departments for resolution.
2. A smart task assignment system (1) according to Claim 1; characterized by the electronic device (2) which is device such as mobile phone, smartphone, tablet or portable computer that performs data exchange by using any communication protocol and can run at least one application interface on thereof.
3. A smart task assignment system (1) according to Claim 1 or 2; characterized by the database (3) which is configured to store forms of records, issues or requests that were closed, resolved within a certain period of time -preferably within the last year- as defined in lists on thereof.
4. A smart task assignment system (1) according to any of the preceding claims; characterized by the database (3) which is configured to store the information
about which units, departments or persons being affiliated with the related corporate company, solved the resolved records in list form on thereof.
5. A smart task assignment system (1) according to any of the preceding claims; characterized by the database (3) which is configured to store the records created in accordance with the information obtained from the units evaluating the customer complaints, demands being affiliated with the related corporate company on thereof.
6. A smart task assignment system (1) according to any of the preceding claims; characterized by the server (4) which is configured to communicate with the electronic device (2) in a wired and/or wireless way.
7. A smart task assignment system (1) according to any of the preceding claims; characterized by the server (4) which is configured to run an assignment decision function that directs the information being included in the units, the teams and the departments resolving the requests, the issues in the solved records being included in the database (3), to character identification and machine learning algorithms as input by textual expressions in the resolved records being included on the database
(3)·
8. A smart task assignment system (1) according to Claim 7; characterized by the server (4) which is configured to automatically detect which request, complaint or issue is resolved by which unit, team or department by comparing the textual expressions in the database (3) with one another over an assignment decision function.
9. A smart task assignment system (1) according to any of the preceding claims; characterized by the server (4) which is configured to transmit the record information comprising the unresolved complaint, request or problem transmitted
to itself from the database (3), to the electronic device (2) in the related unit, team, department to resolve the issue.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TR2019/07757 | 2019-05-22 | ||
| TR2019/07757A TR201907757A2 (en) | 2019-05-22 | 2019-05-22 | INTELLIGENT JOB ASSIGNMENT SYSTEM |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| WO2020236117A1 true WO2020236117A1 (en) | 2020-11-26 |
Family
ID=67952337
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| PCT/TR2020/050431 WO2020236117A1 (en) | 2019-05-22 | 2020-05-18 | A smart task assignment system |
Country Status (2)
| Country | Link |
|---|---|
| TR (1) | TR201907757A2 (en) |
| WO (1) | WO2020236117A1 (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111105121A (en) * | 2019-08-16 | 2020-05-05 | 北京金和网络股份有限公司 | Decentralized city management system |
Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JPH10150492A (en) * | 1996-11-19 | 1998-06-02 | Fujitsu Ltd | Failure managing device |
| WO2002044867A2 (en) * | 2000-10-20 | 2002-06-06 | Accenture Llp | Method for implementing service desk capability |
| JP2007052212A (en) * | 2005-08-17 | 2007-03-01 | Nec Fielding Ltd | Maintenance skilled person selection device, selection system, selection method and selection program |
| US20130218947A1 (en) * | 2012-02-21 | 2013-08-22 | Tal ZUR | System and method for resolving customer communications |
| US20180191903A1 (en) * | 2016-12-29 | 2018-07-05 | T-Mobile, U.S.A., Inc. | Team-based customer care routing |
| US20180307756A1 (en) * | 2017-04-19 | 2018-10-25 | Servicenow, Inc. | Identifying resolutions based on recorded actions |
-
2019
- 2019-05-22 TR TR2019/07757A patent/TR201907757A2/en unknown
-
2020
- 2020-05-18 WO PCT/TR2020/050431 patent/WO2020236117A1/en active Application Filing
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JPH10150492A (en) * | 1996-11-19 | 1998-06-02 | Fujitsu Ltd | Failure managing device |
| WO2002044867A2 (en) * | 2000-10-20 | 2002-06-06 | Accenture Llp | Method for implementing service desk capability |
| JP2007052212A (en) * | 2005-08-17 | 2007-03-01 | Nec Fielding Ltd | Maintenance skilled person selection device, selection system, selection method and selection program |
| US20130218947A1 (en) * | 2012-02-21 | 2013-08-22 | Tal ZUR | System and method for resolving customer communications |
| US20180191903A1 (en) * | 2016-12-29 | 2018-07-05 | T-Mobile, U.S.A., Inc. | Team-based customer care routing |
| US20180307756A1 (en) * | 2017-04-19 | 2018-10-25 | Servicenow, Inc. | Identifying resolutions based on recorded actions |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111105121A (en) * | 2019-08-16 | 2020-05-05 | 北京金和网络股份有限公司 | Decentralized city management system |
Also Published As
| Publication number | Publication date |
|---|---|
| TR201907757A2 (en) | 2019-06-21 |
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