End-to-end situation aware operations solution for customer experience centric businesses

• US 10,346,621 B2
• Filed: 08/08/2016
• Issued: 07/09/2019
• Est. Priority Date: 05/23/2013
• Status: Active Grant

• Current Assignee: yTrre Inc.
• Original Assignee: yTrre Inc.
• Inventors: AthuluruTlrumala, GiriSrinivasaRao, Caron, Paul
• Primary Examiner(s): Singh, Gurkanwaljit
• Application Number:
  US15/231,432
• Publication Number:
  US 20170221072A1
• Time in Patent Office: 1,065 Days
• Field of Search: None
• CPC Class Codes: G06F 16/29 Geographical information databases
• CPC Class Codes: G06F 21/604 Tools and structures for managing or administering access control systems
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04N 21/44226 on social networks
• CPC Class Codes: H04N 21/4788 communicating with other users, e.g. chatting arrangements for providing for computer conferences, e.g. chat rooms, to substation in data switching networks H04L12/1813; distributed application using peer-to-peer [P2P] networks H04L67/104
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring
• CPC Class Codes: H04W 8/005 Discovery of network devices, e.g. terminals
• CPC Class Codes: H04W 8/18 Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
• CPC Class Codes: Y04S 10/50 Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99945 : Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 : Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

An end-to-end situation awareness system to monitor, track, and improve a customer experience in service delivery includes network interfaces communicatively coupled to a plurality of devices distributed throughout a service location; one or more processors; and memory comprising computer-executable instructions, the computer-executable instructions include: design bots adapted to automatically build process maps for any process in the service delivery to give each operations role and each customer notification about the state of the process, wherein the design bots automatically categorize each process into operations excellence categories and the design bots communicate with the sensors, wearable devices, and mobile devices; and delivery bots adapted to automatically build process priorities for any process and notify each operations role, team and customer as needed for action, wherein the priorities are automatically categorized on different dimensions of operations efficiency and wherein the delivery bots communicate with the sensors, wearable devices, and mobile devices.

Claims

1. An end-to-end situation aware operations excellence system to monitor, track, and improve customer experience and operations efficiency in service delivery, wherein the system integrates and wraps around data produced in the service delivery to create a virtual world representation of an entire operations organization and its customers in real-time, the system comprising:

network interfaces communicatively coupled to a plurality of sensors, wearable devices, and mobile devices distributed throughout a service location;

one or more processors communicatively coupled to the network interfaces; and

memory comprising computer-executable instructions executable by the one or more processors, wherein the computer-executable instructions comprise;

design bots adapted to automatically build process maps at a macro level and micro level for any process in the service delivery to give each operations role and each customer notification via at least one of the wearable and mobile devices about the state of the process, wherein the design bots automatically categorize each process into operations excellence categories and the design bots communicate with the plurality of sensors, wearable devices, and mobile devices; and

delivery bots adapted to automatically build process priorities at a macro level and micro level for any process and notify via at least one of the wearable and mobile devices each operations role, team and customer as needed for action, wherein the priorities are automatically categorized on different dimensions of operations efficiency and wherein the delivery bots communicate with the plurality of sensors, wearable devices, and mobile devices, and wherein the action is chosen from an action list including non-transactional actions taken non-virtually according to the service location'"'"'s policy.

2. The system of claim 1, wherein the computer-executable instructions further comprise:

trainings bots adapted to automatically create gamification mechanisms at a macro level and micro level to motivate self-learning within operations organization by categorizing performance of people comprising the operations roles, teams, departments, and locations for comparison on a per process task or sub task.

3. The system of claim 2, wherein the training bots automatically track, monitor and notify respective operations roles whenever an operations role, team, department or location moves up or down from their current performance ranking.

4. The system of claim 1, wherein design bots and the delivery bots organize, analyze, and share data points received from the plurality of sensors, wearable devices, and mobile devices, wherein the data points are related to the service delivery and used to provide simple, actionable, and intuitive events for the operations roles.

5. The system of claim 1, wherein the design bots automatically track, monitor and notify respective customers and the operations roles whenever a deviation occurs in the process flow based on deviation from configured or calculated pathway of the process.

6. The system of claim 1, wherein the delivery bots automatically track, monitor, and notify respective operations roles whenever a process or its sub task deviates from the configured or calculated averages.

7. The system of claim 1, wherein the design bots and the delivery bots are updated to reflect changes in the service delivery and updates are measured and monitored objectively.

8. The system of claim 1, wherein the design bots and the delivery bots assist and replace roles and responsibilities in operations organization to manually scanning data to piece together insights that need to be acted up based in different classes of situations comprising time of day, different operational teams, different customers, different states of the business, different states of resources and different states of the inventory, associated with the service delivery.

9. The system of claim 1, wherein the design bots and the delivery bots facilitate automatic reminders, notifications and escalations to the operations roles, teams, managers, and customers on important events and conditions of the service delivery providing for process efficiency improvements, to create customer delight, to assist the customer, or to assist the operations roles involved.

10. The system of claim 1, wherein the system automatically acts as a personal assistant to each customer and customer type across all processes involved where different design bots and delivery bots monitor, analyze and collaborate for great customer experience consistently.

11. An end-to-end situation aware operations excellence method to monitor, track, and improve a customer experience in service delivery, the method comprising:

communicating with a plurality of sensors, wearable devices, and mobile devices distributed throughout a service location;

operating one or more design bots adapted to automatically build process maps at a macro level and micro level for any process in the service delivery to give each operations role and each customer notification via at least one of the wearable and mobile devices about the state of the process, wherein the design bots automatically categorize each process into operations excellence categories and the design bots communicate with the plurality of sensors, wearable devices, and mobile devices; and

operating one or more delivery bots adapted to automatically build process priorities at a macro level and micro level for any process and notify via at least one of the wearable and mobile devices each operations role, team and customer as needed for action, wherein the priorities are automatically categorized on different dimensions of operations efficiency and wherein the delivery bots communicate with the plurality of sensors, wearable devices, and mobile devices, and wherein the action is chosen from an action list including non-transactional actions taken non-virtually according to the service location'"'"'s policy.

12. The method of claim 11, further comprising:

operating one or more trainings bots to automatically create gamification mechanisms at a macro level and micro level to motivate self-learning within operations organization by categorizing performance of people comprising the operations roles, teams, departments, and locations for comparison on a per process task or sub task.

13. The method of claim 12, wherein the training bots automatically track, monitor and notify respective operations roles whenever an operations role, team, department or location moves up or down from their current performance ranking.

14. The method of claim 11, wherein design bots and the delivery bots organize, analyze, and share data points received from the plurality of sensors, wearable devices, and mobile devices, wherein the data points are related to the service delivery and used to provide simple, actionable, and intuitive events for the operations roles.

15. The method of claim 11, wherein the design bots automatically track, monitor and notify respective customers and the operations roles whenever a deviation occurs in the process flow based on deviation from configured or calculated pathway of the process.

16. The method of claim 11, wherein the delivery bots automatically track, monitor, and notify respective operations roles whenever a process or its sub task deviates from the configured or calculated averages.

17. The method of claim 11, wherein the design bots and the delivery bots are updated to reflect changes in the service delivery and updates are measured and monitored objectively.

18. The method of claim 11, wherein the design bots and the delivery bots assist and replace roles and responsibilities in operations organization to manually scanning data to piece together insights that need to be acted up based in different classes of situations comprising time of day, different operational teams, different customers, different states of the business, different states of resources and different states of the inventory, associated with the service delivery.

19. The method of claim 11, wherein the design bots and the delivery bots facilitate automatic reminders, notifications and escalations to the operations roles, teams, managers, and customers on important events and conditions of the service delivery providing for process efficiency improvements, to create customer delight, to assist the customer, or to assist the operations roles involved.

20. The method of claim 11, wherein the method automatically acts as a personal assistant to each customer and customer type across all processes involved where different design bots and delivery bots monitor, analyze and collaborate for great customer experience consistently.