Crowd Sourced Resource Availability Predictions and Management
AssigneeNCR Corporation
InventorChristopher M. Dell
Life of this patent
Estimating the term…
Abstract
Events associated with touchpoint devices of a plurality of systems are collected in real time by channel agents over a plurality of communication channels. The events are aggregated and normalized across the channels, touchpoint devices, and systems and processed for correlations to expected outcomes based on known previous outcomes. The expected outcomes are communicated in real time to the systems for remediation actions, preventive actions, and planning actions.
Claims20
A method, comprising:
- providing an Omni channel management platform;
- receiving, on the Omni channel management platform, events and data collected by channel agents of channels from touchpoint devices and systems of the touchpoint devices;
- correlating, on the Omni channel management platform, the events and data;
- and
- providing, from the Omni channel management platform, a predicted outcome to one or more of the systems that are associated with one or more enterprises based on the correlating.
The method of claim 6, wherein normalizing further includes identifying patterns within the normalized data.
A method, comprising:
- collecting, by a plurality of channel-specific agents, events and data from touchpoint devices and systems connected to the touchpoint devices over channel connections;
- augmenting, by the plurality of channel-specific agents, the events and data with channel specific data and channel connection data;
- providing, by the plurality of channel-specific agents, augmented events and data to an Omni channel management platform;
- correlating, by the Omni channel management platform, the augmented events and data to a predicted outcome;
- and
- reporting, by the Omni channel management platform, the predicted outcome to at least one of the systems for remediation or planning based on the predicted outcome.
A system, comprising:
- a cloud comprising at least one server;
- the at least one server comprising at least one processor and at least one non-transitory medium comprising executable instructions;
- the executable instructions when executed by the at least one processor from the at least one non-transitory computer-readable storage medium causing the at least one processor to perform operations comprising:
- providing an Omni channel management platform;
- collecting, on the Omni channel management platform, events and data from channel agents for touchpoint devices and systems connected to the touchpoint devices;
- normalizing, on the Omni channel management platform, the events and data as normalized data;
- correlating, on the Omni channel management platform, the normalized data to a predicted outcome;
- and
- providing, from the Omni channel management platform, the predicted outcome to one or more of the systems for remediation of or planning for the predicted outcome.
Dependencies are inferred from the claim text.