System and method for discovering and exploring concepts and root causes of events
First Claim
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1. A method for determining a cause of events detected in a plurality of interactions between customers and agents of a contact center, the method comprising:
- identifying, on a processor, a plurality of elements in the interactions, each element of the elements corresponding to a cluster of semantically related sentences;
detecting, on the processor, a plurality of sequences of elements in the interactions;
mining, on the processor, the plurality of sequences for generating a set of supported patterns, the mining comprising, for each sequence of the plurality of sequences;
computing a first metric for the sequence in accordance with the number of times the sequence appears in the interactions;
comparing the computed first metric with a first threshold; and
adding the sequence to the set of supported patterns in response to the computed first metric being greater than the first threshold;
condensing, on the processor, the set of supported patterns by removing sequences having elements repeated within the sequence to generate a set of condensed supported patterns, each of the condensed supported patterns corresponding to one or more supported patterns of the set of supported patterns with one or more elements removed, wherein the first metric of each of the condensed supported patterns is greater than or equal to the first metrics of each of the corresponding one or more supported patterns;
automatically analyzing, on the processor, the set of condensed supported patterns to generate association rules; and
returning the computed association rules for identifying the cause of an event of the events detected in the plurality of interactions.
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Abstract
A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.
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Citations
18 Claims
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1. A method for determining a cause of events detected in a plurality of interactions between customers and agents of a contact center, the method comprising:
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identifying, on a processor, a plurality of elements in the interactions, each element of the elements corresponding to a cluster of semantically related sentences; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns, the mining comprising, for each sequence of the plurality of sequences; computing a first metric for the sequence in accordance with the number of times the sequence appears in the interactions; comparing the computed first metric with a first threshold; and adding the sequence to the set of supported patterns in response to the computed first metric being greater than the first threshold; condensing, on the processor, the set of supported patterns by removing sequences having elements repeated within the sequence to generate a set of condensed supported patterns, each of the condensed supported patterns corresponding to one or more supported patterns of the set of supported patterns with one or more elements removed, wherein the first metric of each of the condensed supported patterns is greater than or equal to the first metrics of each of the corresponding one or more supported patterns; automatically analyzing, on the processor, the set of condensed supported patterns to generate association rules; and returning the computed association rules for identifying the cause of an event of the events detected in the plurality of interactions. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for determining a root cause of an event detected in a plurality of interactions, the method comprising:
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receiving, on a processor, a query for the root cause of the event; searching, on the processor, a plurality of association rules, each of the association rules comprising one or more first portion elements and one or more second portion elements, each of the first portion elements and each of the second portion elements corresponding to a cluster of semantically related sentences and each of the first portion elements and each of the second portion elements appearing once in the corresponding association rule, each of the association rules being a logical implication from the first portion to the second portion, each of the association rules being automatically computed, by the processor, from sequences of events automatically detected, by the processor, in a plurality of interactions between customers and agents of a contact center, the first portion and the second portion being among the detected events, each of the sequences of events used to generate the association rules being mined from the interactions and condensed to remove sequences having elements repeated in the sequence, the sequences having a corresponding first metric exceeding a first threshold value, the first metric being computed in accordance with the number of times the corresponding sequence of the sequences appears in the interactions; and returning, from the processor, one or more association rules matching the query for identifying the root cause of the event, wherein the second portion elements of each of the matching association rules comprise the event, the one or more association rules being sorted in accordance with at least one of a confidence value, a lift value, or a saliency value. - View Dependent Claims (9, 10)
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11. A computer system comprising:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to compute association rules between events detected in a plurality of interactions between customers and agents of a contact center by; identifying a plurality of elements in the interactions, each element of the elements corresponding to a cluster of semantically related sentences; detecting a plurality of sequences of elements in the interactions; mining the plurality of sequences for generating a set of supported patterns, the mining comprising, for each sequence of the plurality of sequences; computing a first metric for the sequence in accordance with the number of times the sequence appears in the interactions; comparing the computed first metric with a first threshold; and adding the sequence to the set of supported patterns in response to the computed first metric being greater than the first threshold; condensing the set of supported patterns by removing sequences having elements repeated within the sequence to generate a set of condensed supported patterns, each of the condensed supported patterns corresponding to one or more supported patterns of the set of supported patterns with one or more elements removed, wherein the first metric of each of the condensed supported patterns is greater than or equal to the first metrics of each of the corresponding one or more supported patterns; automatically analyzing the set of condensed supported patterns to generate association rules; and returning the computed association rules for identifying a cause of an event of the events detected in the plurality of interactions. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A computer system comprising:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to respond to a query for the root cause of an event by; receiving the query for the root cause of the event; searching a plurality of association rules, each of the association rules comprising one or more first portion elements and one or more second portion elements, each of the first portion elements and each of the second portion elements corresponding to a cluster of semantically related sentences and each of the first portion elements and each of the second portion elements appearing once in the corresponding association rule, each of the association rules being a logical implication from the first portion to the second portion, each of the association rules being automatically computed, by the processor, from sequences of events automatically detected, by the processor, in a plurality of interactions between customers and agents of a contact center, the first portion and the second portion being among the detected events, each of the sequences of events used to generate the association rules being mined from the interactions and condensed to remove sequences having elements repeated in the sequence, the sequences having a corresponding first metric exceeding a first threshold value, the first metric being computed in accordance with the number of times the corresponding sequence of the sequences appears in the interactions; and returning one or more association rules matching the query for identifying the root cause of the event, wherein the second portion elements of each of the matching association rules comprise the event, the one or more association rules being sorted in accordance with at least one of a confidence value, a lift value, or a saliency value.
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Specification