Method and system for addressing user discontent observed on client devices
AssigneeEMC IP Holding Company LLC
InventorsAmihai Savir, Assaf Natanzon, Avitan Gefen
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Abstract
A method and system for processing user feedback on client devices. Specifically, the method and system disclosed herein entail aggregating and sampling a feature set pertinent to the classification and/or prediction of user dissatisfaction with their respective client devices. Following the derivation of user discontent scores based on anomaly detection and machine learning methodologies, one or more actions may be performed to address and/or alleviate the observed user discontent.
Claims20
A method for processing user feedback on client devices, comprising:
- aggregating feature set information (FSI) for a client device;
- extracting a first FSI sample from the FSI;
- obtaining a first user discontent score using at least the first FSI sample;
- identifying user discontent exhibited on the client device based on the first user discontent score;
- and
- addressing the user discontent exhibited on the client device by performing one selected from a group consisting of:
- prompting a user of the client device with a customer support ticket,
- connecting the user of the client with a customer support representative,
- prompting the user of the client device with a satisfaction survey, and
- prompting the user of the client device with recommendations directed to restoring client device performance.
A system, comprising:
- a processor;
- memory comprising instructions, which when executed by the processor, enable the system to perform a method, the method comprising:
- aggregating feature set information (FSI) for the client device;
- extracting a first FSI sample from the FSI;
- obtaining a first user discontent score using at least the first FSI sample;
- identifying user discontent exhibited on the client device based on the first user discontent score;
- and
- addressing the user discontent exhibited on the client device by performing one selected from a group consisting of:
- prompting a user of the client device with a customer support ticket,
- connecting the user of the client with a customer support representative,
- prompting the user of the client device with a satisfaction survey, and
- prompting the user of the client device with recommendations directed to restoring client device performance.
A non-transitory computer readable medium (CRM) comprising computer readable program code, which when executed by a computer processor on a client device, enables the computer processor to:
- aggregate feature set information (FSI) for the client device;
- extract a first FSI sample from the FSI;
- obtain a first user discontent score using at least the first FSI sample;
- identify user discontent exhibited on the client device based on the first user discontent score;
- and
- address the user discontent exhibited on the client device by performing one selected from a group consisting of:
- prompting a user of the client device with a customer support ticket,
- connecting the user of the client with a customer support representative,
- prompting the user of the client device with a satisfaction survey, and
- prompting the user of the client device with recommendations directed to restoring client device performance.
Dependencies are inferred from the claim text.