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AssigneeENKATA Technologies
InventorsMichael H. Chen, Ronald Hildebrandt, Stan N. Stukov
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An improved method (and system) of processing information for root cause analysis. The method includes inputting structured data in a first format and unstructured data from a real process from a service or manufacturing operation, e.g., call center for customer support, customer information systems for marketing, or product information systems for supply-chain. The method converts the unstructured information into a second structured format (optional). In some embodiments, there may not be any unstructured data. The method combines the structured data in first format and structured data in second format. The method then stores the structured data in the first format and the structured data in the second format into memory. A step of processing the combined data with one or more business processes (e.g., customer life cycle, a company organization, or problem-fix type) to couple the business process with the structured and unstructured data is included. The method processes information from the combined data with one or more financial models (e.g., revenue model, a cost model) to couple the financial models with the structured and unstructured data. One or more factors are identified from the real process. Such factors include a symptom, an indicator, and other descriptions of an improvement opportunity. The method determines one or more aggregate patterns coupled to the identified factors from the processed data. The method couples one of the patterns an economic value; and displays the factor and the pattern related to the factor and the economic value.
A method of processing information for root cause analysis, including structured data and unstructured data, the method comprising:
A system including one or more memories, the one or more memories comprising:
A method for tracking a call interaction through more than one activity through a contact center, the method comprising:
Dependencies are inferred from the claim text.