# US 12,222,948 B1 · Identification and remediation of issues encountered on a user interface of a web-based system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,222,948 B1 - Document ID: US12222948B1 - Status: Granted - Kind: B1 - Application number: 18/524,625 - Filed: 2023-11-30 - Granted: 2025-02-11 - Earliest claimed: 2023-11-30 - Assignees: Dell Products L.P. - Applicants: Dell Products L.P. - Inventors: Subramanya Padubidri; Akash Sinha; Radhika Singh; Saumya Jha - Web page: https://patentgrep.com/patent/US12222948B1 ## CPC - G06F 16/24565: {Triggers; Constraints} - G06F 40/279: Recognition of textual entities - G06F 40/30: Semantic analysis - G06Q 10/083: Shipping - G06Q 30/0635: {replenishment orders; recurring orders} - H04L 51/216: Handling conversation history, e.g. grouping of messages in sessions or threads - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - 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 - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract An apparatus comprises at least one processing device configured to identify issues encountered on a user interface of a web-based system, the issues being associated with data structures consolidating data from backend applications supporting the web-based system. The at least one processing device is also configured to determine which of the backend applications are the source of respective ones of the issues. The at least one processing device is further configured to generate a prioritization of the issues based at least in part on supplemental information comprising at least one of service request data and user feedback relating to the data structures. The at least one processing device is further configured to trigger the backend applications supporting the web-based system to remediate the issues based at least in part on the generated prioritization. ## Claims ### Claim 1 An apparatus comprising: at least one processing device comprising a processor coupled to a memory; the at least one processing device being configured: to identify a plurality of issues encountered on a user interface of a web-based system, the plurality of issues being associated with one or more data structures consolidating data from two or more of a plurality of backend applications supporting the web-based system; to determine, for each of the plurality of issues, which of the plurality of backend applications supporting the web-based system are the source of at least one of missing and erroneous data resulting in respective ones of the plurality of issues; to generate a prioritization of the plurality of issues, the prioritization being determined based at least in part on supplemental information for the one or more data structures associated with the plurality of issues, the supplemental information comprising at least one of service request data and user feedback relating to the one or more data structures; and to trigger at least a given one of the plurality of backend applications supporting the web-based system to remediate at least a given one of the plurality of issues associated with a given one of the one or more data structures based at least in part on the generated prioritization of the plurality of issues, the given backend application being the determined source of the given issue. ### Claim 2 (depends on 1) The apparatus of claim 1 wherein the web-based system implements an order management system, the one or more data structures are associated with one or more orders, and the plurality of issues encountered on the user interface of the web-based system comprise order experience issues associated with the one or more orders. ### Claim 3 (depends on 1) The apparatus of claim 1 wherein identifying the plurality of issues encountered on the user interface of the web-based system comprises utilizing a rule-based issue algorithm specifying a plurality of rules for detection of different types of issues. ### Claim 4 (depends on 3) The apparatus of claim 3 wherein the plurality of rules comprise two or more of: a missing order status rule for when a user is not shown an order status after placing an order; a missing invoice rule for when an order has shipped but an invoice for the order is not available; a missing tracking link rule for when an order has shipped but an order tracking link is not available; and a missing return email rule for when a return request is raised for an order but no email is sent to a user that initiated the return request. ### Claim 5 (depends on 1) The apparatus of claim 1 wherein generating the prioritization of the plurality of issues is based at least in part on sentiment analysis of textual content of the supplemental information, and wherein the sentiment analysis comprises processing the textual content of the supplemental information utilizing one or more natural language processing algorithms. ### Claim 6 (depends on 5) The apparatus of claim 5 wherein the one or more natural language processing algorithms comprise at least one of: mapping non-numeric categorical data in the supplemental information to numeric values utilizing one-hot encoding; and performing at least one of stemming, lemmatization and removal of stop words and unimportant terms from the textual content of the supplemental information. ### Claim 7 (depends on 5) The apparatus of claim 5 wherein the sentiment analysis comprises associating a sentiment flag with each of the plurality of issues. ### Claim 8 (depends on 5) The apparatus of claim 5 wherein the sentiment analysis utilizes a k-means classifier for associating different portions of the textual content of the supplemental information with different sentiment clusters. ### Claim 9 (depends on 1) The apparatus of claim 1 wherein the service request data relating to the one or more data structures comprises one or more user communication records submitted to a support system associated with the web-based system. ### Claim 10 (depends on 9) The apparatus of claim 9 wherein the one or more user communication records comprise at least one of service requests and chat logs for one or more orders associated with the one or more data structures. ### Claim 11 (depends on 1) The apparatus of claim 1 wherein the user feedback relating to the one or more data structures comprises social feed data from one or more social media platforms. ### Claim 12 (depends on 1) The apparatus of claim 1 wherein generating the prioritization of the plurality of issues is based at least in part on a ranking of a plurality of features associated with the plurality of issues, the plurality of features comprising at least two of user type for one or more orders associated with the one or more data structures, sentiment of the supplemental information, numbers of service requests created for the one or more orders associated with the one or more data structures, and frequencies of issues for respective ones of the one or more orders associated with the one or more data structures. ### Claim 13 (depends on 1) The apparatus of claim 1 wherein the at least one processing device is further configured to generate and deliver one or more notifications to at least one client device of at least one user associated with the given data structure, the one or more notifications specifying a remediation of the given issue. ### Claim 14 (depends on 1) The apparatus of claim 1 wherein the at least one processing device is further configured, responsive to detecting a remediation of the given issue by the given backend application, to dynamically update information related to the given data structure on the user interface of the web-based system. ### Claim 15 A computer program product comprising a non-transitory processor-readable storage medium having stored therein program code of one or more software programs, wherein the program code when executed by at least one processing device causes the at least one processing device: to identify a plurality of issues encountered on a user interface of a web-based system, the plurality of issues being associated with one or more data structures consolidating data from two or more of a plurality of backend applications supporting the web-based system; to determine, for each of the plurality of issues, which of the plurality of backend applications supporting the web-based system are the source of at least one of missing and erroneous data resulting in respective ones of the plurality of issues; to generate a prioritization of the plurality of issues, the prioritization being determined based at least in part on supplemental information for the one or more data structures associated with the plurality of issues, the supplemental information comprising at least one of service request data and user feedback relating to the one or more data structures; and to trigger at least a given one of the plurality of backend applications supporting the web-based system to remediate at least a given one of the plurality of issues associated with a given one of the one or more data structures based at least in part on the generated prioritization of the plurality of issues, the given backend application being the determined source of the given issue. ### Claim 16 (depends on 15) The computer program product of claim 15 wherein the program code when executed further causes the at least one processing device to generate and deliver one or more notifications to at least one client device of at least one user associated with the given data structure, the one or more notifications specifying a remediation of the given issue. ### Claim 17 (depends on 15) The computer program product of claim 15 wherein the program code when executed further causes the at least one processing device, responsive to detecting a remediation of the given issue by the given backend application, to dynamically update information related to the given data structure on the user interface of the web-based system. ### Claim 18 A method comprising: identifying a plurality of issues encountered on a user interface of a web-based system, the plurality of issues being associated with one or more data structures consolidating data from two or more of a plurality of backend applications supporting the web-based system; determining, for each of the plurality of issues, which of the plurality of backend applications supporting the web-based system are the source of at least one of missing and erroneous data resulting in respective ones of the plurality of issues; generating a prioritization of the plurality of issues, the prioritization being determined based at least in part on supplemental information for the one or more data structures associated with the plurality of issues, the supplemental information comprising at least one of service request data and user feedback relating to the one or more data structures; and triggering at least a given one of the plurality of backend applications supporting the web-based system to remediate at least a given one of the plurality of issues associated with a given one of the one or more data structures based at least in part on the generated prioritization of the plurality of issues, the given backend application being the determined source of the given issue; wherein the method is performed by at least one processing device comprising a processor coupled to a memory. ### Claim 19 (depends on 18) The method of claim 18 further comprising generating and delivering one or more notifications to at least one client device of at least one user associated with the given data structure, the one or more notifications specifying a remediation of the given issue. ### Claim 20 (depends on 18) The method of claim 18 further comprising, responsive to detecting a remediation of the given issue by the given backend application, dynamically updating information related to the given data structure on the user interface of the web-based system.