Service device feedback

• US 10,157,359 B2
• Filed: 02/15/2017
• Issued: 12/18/2018
• Est. Priority Date: 02/15/2017
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Chirayil, Joshi M., Kanyal, Rajendra S., Shah, Dhaval K., Varma, Anupam
• Primary Examiner(s): Chawan, Vijay B
• Application Number:
  US15/434,030
• Publication Number:
  US 20180232678A1
• Time in Patent Office: 671 Days
• Field of Search: 704270, 7042701, 704275
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 2218/08 Feature extraction
• CPC Class Codes: G06F 2218/12 Classification; Matching
• CPC Class Codes: G06F 40/289 Phrasal analysis, e.g. finite state techniques or chunking
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06V 40/20 Movements or behaviour, e.g. gesture recognition recognition of facial expressions G06V40/16
• CPC Class Codes: G06V 40/28 Recognition of hand or arm movements, e.g. recognition of deaf sign language static hand signs G06V40/113
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 2015/223 Execution procedure of a spoken command
• CPC Class Codes: G10L 2015/228 of application context

Abstract

A method for using oral feedback to facilitate user selection among a plurality of service devices. The method comprises a plurality of service devices. Each service device has a dynamically-updatable quality control profile. A first service device receives a request from the first user to perform a first service job. The first service device performs the first service job. A first recording device located proximate to the first service device obtains oral feedback from the first user regarding the quality of the first service job. The first service device analyzes the oral feedback using natural language processing to form an analysis. The first service device modifies the first quality control profile of the first service device based on the analysis.

Claims

1. A method for using oral feedback to facilitate user selection among a plurality of service devices, each service device having a dynamically-updatable quality control profile, the method comprising:

receiving, by a first service device, a request from a first user to perform a first service job;

performing, by the first service device, the first service job;

obtaining, by a first recording device located proximate to the first service device, oral feedback from the first user regarding a quality of the first service job;

analyzing, using natural language processing, the oral feedback to form an analysis; and

modifying, based on the analysis, a first quality control profile of the first service device.

2. The method of claim 1, wherein analyzing the oral feedback further comprises:

parsing natural language words from the oral feedback; and

inferring a contextual meaning of the natural language words regarding the quality of the first service job.

3. The method of claim 1, further comprising:

responsive to receiving the request to perform the first service job, notifying the first user about other feedback received from other users of the first service device; and

recommending a second service device to perform the first service job based on a second quality control profile of the second service device.

4. The method of claim 1, further comprising:

pushing the modification to the first quality control profile to a mobile device application, wherein the mobile device application displays separate quality control profiles for all of the plurality of service devices such that users are able to use the separate quality control profiles to determine which of the plurality of service devices are appropriate for particular service jobs.

5. The method of claim 1, further comprising:

notifying a service personnel regarding an issue of the first service device based on the first quality control profile; and

responsive to the service personnel addressing the issue of the first service device, resetting the first quality control profile.

6. The method of claim 1, wherein the service devices are printers and wherein the first service job is printing a document.

7. The method of claim 1, wherein the service devices are vending machines and wherein the first service job is vending a food item.

8. The method of claim 1, further comprising:

obtaining, by a second recording device located proximate to the first service device, video feedback from the first user regarding the quality of the first service job;

analyzing, using gesture analysis, the video feedback to form the analysis; and

modifying, based on the analysis, the first quality control profile of the first service device.

9. A service device comprising:

a recording device configured to receive oral feedback from a first user regarding a quality of a first service job performed by a first service device;

a natural language processing agent configured to analyze the oral feedback to form an analysis; and

a first quality control profile that is dynamically updated based on the analysis of the oral feedback.

10. The service device of claim 9, wherein the natural language processing agent is further configured:

to parse natural language words from the oral feedback; and

to infer a contextual meaning of the natural language words regarding the quality of the first service job.

11. The service device of claim 9, wherein the service device is further configured:

to notify the first user about other feedback received from other users of the first service device in response to receiving a request to perform the first service job; and

to recommend a second service device to perform the first service job based on a second quality control profile of the second service device.

12. The service device of claim 9, wherein the service device is further configured:

to push a modification of the first quality control profile to a mobile device application, wherein the mobile device application displays separate quality control profiles for all of a plurality of service devices such that users are able to use the separate quality control profiles to determine which of the plurality of service devices are appropriate for particular service jobs.

13. The service device of claim 9, wherein the service device is further configured:

to notify a service personnel regarding an issue of the first service device based on the first quality control profile; and

to reset the first quality control profile in response to the service personnel addressing the issue of the first service device.

14. The service device of claim 9, wherein the service devices are printers and wherein the first service job is printing a document.

15. The service device of claim 9, wherein the service devices are vending machines and wherein the first service job is vending a food item.

16. A computer program product for using oral feedback to facilitate user selection among a plurality of service devices, each service device having a dynamically-updatable quality control profile, the computer program product comprising:

a computer-readable storage medium;

a first program code, stored on the computer-readable storage medium, for receiving a request from a first user to perform a first service job by a first service device;

a second program code, stored on the computer-readable storage medium, for performing the first service job;

a third program code, stored on the computer-readable storage medium, for obtaining the oral feedback from the first user regarding a quality of the first service job using a first recording device located proximate to the first service device;

a fourth program code, stored on the computer-readable storage medium, for analyzing the oral feedback using natural language processing to form an analysis; and

a fifth program code, stored on the computer-readable storage medium, for modifying a first quality control profile of the first service device based on the analysis.

17. The computer program product of claim 16, wherein the fourth program code further comprises:

program code, stored on the computer-readable storage medium, for parsing natural language words from the oral feedback; and

program code, stored on the computer-readable storage medium, for inferring a contextual meaning of the natural language words regarding the quality of the first service job.

18. The computer program product of claim 16, further comprising:

program code, stored on the computer-readable storage medium, for notifying the first user about other feedback received by other users of the first service device in response to receiving the request to perform the first service job; and

program code, stored on the computer-readable storage medium, for recommending a second service device to perform the first service job based on a second quality control profile of the second service device.

19. The computer program product of claim 16, further comprising:

program code, stored on the computer-readable storage medium, for pushing the modification to the first quality control profile to a mobile device application, wherein the mobile device application displays separate quality control profiles for all of the plurality of service devices such that users are able to use the separate quality control profiles to determine which of the plurality of service devices are appropriate for particular service jobs.

20. The computer program product of claim 16, further comprising:

program code, stored on the computer-readable storage medium, for notifying a service personnel regarding an issue of the first service device based on the first quality control profile; and

program code, stored on the computer-readable storage medium, for resetting the first quality control profile in response to the service personnel addressing the issue of the first service device.