Customer experience in network-based services
AssigneeAmazon Technologies, Inc.
InventorSuvenderan Pillay
Life of this patent
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Abstract
Disclosed herein are systems, devices, and techniques for using collective intelligence to improve a customer's experience when using network-based services. Data generated as a byproduct of one or more customer interactions with the network-based service may be repeatedly gathered, optionally stored, and analyzed to generate collective intelligence information. This collective intelligence information may be compared to various assessed parameters associated with a characteristic (i.e., a type and/or a configuration) of a computer resource(s), parameters associated with a state of the network-based service provider environment, and/or a customer experience criterion specified by the customer.
Claims24
A system comprising:
- one or more processors;
- memory, accessible by the one or more processors, including instructions that upon execution cause the system to:
- access data generated from use of a network-based service provider environment by a plurality of users;
- analyze the data and to generate collective intelligence information based at least in part on the analysis of the data;
- compare at least a first portion of the collective intelligence information with a first parameter, the first parameter being associated with a characteristic of a virtual machine, and compare at least a second portion of the collective intelligence information with a second parameter, the second parameter being associated with a state of the network-based service provider environment;
- and
- serve a message to a user of the network-based service provider environment, the message including information based at least in part on the comparison of the first portion of the collective intelligence information with the first parameter and the comparison of the second portion of the collective intelligence information with the second parameter.
A method to be executed on a computing device, the method comprising:
- assessing a first parameter associated with a characteristic of a virtual machine;
- assessing a second parameter associated with a state of a network-based service provider environment;
- referencing collective intelligence information, the collective intelligence information generated from analysis of data associated with prior use of the network-based service provider environment by a plurality of users;
- comparing at least a portion of the collective intelligence information with the first and second parameters to obtain a result;
- and
- serving a message to a user associated with the virtual machine, the message being associated with the result obtained from the comparing.
One or more non-transitory computer-readable media storing computer-executable instructions that, when executed, cause one or more processors to perform acts comprising:
- receiving a customer experience criterion from a customer of a network-based service provider environment;
- assessing a parameter associated with a state of the network-based service provider environment;
- referencing collective intelligence information, the collective intelligence information generated from analysis of data associated with prior use of the network-based service provider environment by a plurality of customers;
- comparing at least a portion of the collective intelligence information with the parameter and the customer experience criterion;
- obtaining a recommendation of a computer resource based at least in part on the comparing;
- and
- serving the recommendation to the customer.
Dependencies are inferred from the claim text.