Service management using user experience metrics
AssigneeInternational Business Machines Corporation
InventorsPaul Basil French, Fred Raguillat, Edith Helen Stern
Life of this patent
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Abstract
A method, system, and computer usable program product to determine a first mood of the user, where the first mood is based on a characteristic of the user at a first time during the providing of an online service and to determine a second mood of the user, where the second mood is based on a characteristic of the user at a second time during the providing of the online service. The first mood of the user and the second mood of the user are compared to determine a delta or change in mood of the user.
Claims20
A computer implemented method for determining a subjective experience of using a data network, the computer implemented method comprising:
- performing a first analysis of a first input provided by a human user, the first input being provided using a device coupled with a computer at a first time during a use of the data network at the computer, the device being configured to receive inputs from the human user, the first analysis resulting in a first characteristic;
- determining, in a first application executing in the computer, a first mood metric of the human user based on the first characteristic;
- performing a second analysis of a second input provided by the human user, the second input being provided using the device at a second time during the use of the data network at the computer, the second analysis resulting in a second characteristic;
- determining a second mood metric of the user based on the second characteristic;
- comparing the first mood metric with the second mood metric to determine a change in a mood metric of the human user;
- identifying a problem in a performance of a network path in the data network by relating the change in the mood metric with a performance metric of the data network;
- and
- switching, responsive to identifying the problem, the human user to a different network path in the data network to remove the performance problem.
A data processing system for determining a subjective experience of using a data network, the data processing system comprising:
- a storage device, wherein the storage device stores computer usable program code;
- and
- a processor, wherein the processor executes the computer usable program code, and wherein the computer usable program code comprises:
- computer usable code for performing a first analysis of a first input provided by a human user, the first input being provided using a device coupled with the data processing system at a first time during a use of the data network at the data processing system, the device being configured to receive inputs from the human user, the first analysis resulting in a first characteristic;
- computer usable code for determining, in a first application executing in the data processing system, a first mood metric of the human user based on the first characteristic;
- computer usable code for performing a second analysis of a second input provided by the human user, the second input being provided using the device at a second time during the use of the data network at the data processing system, the second analysis resulting in a second characteristic;
- computer usable code for determining a second mood metric of the user based on the second characteristic;
- computer usable code for comparing the first mood metric with the second mood metric to determine a change in a mood metric of the human user;
- computer usable code for identifying a problem in a performance of a network path in the data network by relating the change in the mood metric with a performance metric of the data network;
- and
- computer usable code for switching, responsive to identifying the problem, the human user to a different network path in the data network to remove the performance problem.
A computer usable program product comprising a computer usable storage device including computer usable code for determining a subjective experience of using a data network, the computer usable code comprising:
- computer usable code for performing a first analysis of a first input provided by a human user, the first input being provided using a device coupled with a computer at a first time during a use of the data network at the computer, the device being configured to receive inputs from the human user, the first analysis resulting in a first characteristic;
- computer usable code for determining, in a first application executing in the computer, a first mood metric of the human user based on the first characteristic;
- computer usable code for performing a second analysis of a second input provided by the human user, the second input being provided using the device at a second time during the use of the data network at the computer, the second analysis resulting in a second characteristic;
- computer usable code for determining a second mood metric of the user based on the second characteristic;
- computer usable code for comparing the first mood metric with the second mood metric to determine a change in a mood metric of the human user;
- computer usable code for identifying a problem in a performance of a network path in the data network by relating the change in the mood metric with a performance metric of the data network;
- and
- computer usable code for switching, responsive to identifying the problem, the human user to a different network path in the data network to remove the performance problem.
Dependencies are inferred from the claim text.