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Evaluating vendor communications for accuracy and quality

  • US 10,395,330 B2
  • Filed: 02/17/2016
  • Issued: 08/27/2019
  • Est. Priority Date: 02/17/2016
  • Status: Active Grant
First Claim
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1. A method, in a data processing system comprising a processor and a memory, the memory comprising instructions executed by the processor to cause the processor to implement an accuracy and quality evaluation engine for monitoring quality and correctness of content in communications handled by a vendor, wherein the accuracy and quality evaluation engine operates to:

  • sampling, by sampling logic within the accuracy and quality evaluation engine, a set of communications handled by the vendor to generate a sample set of communications;

    extracting, by a quality characteristics extractor within the accuracy and quality evaluation engine, content from the sample set of communications;

    comparing, by accuracy evaluator within the accuracy and quality evaluation engine, the extracted content with expected content of communications handled by the vendor;

    analyzing, by quality evaluator within the accuracy and quality evaluation engine, the extracted content and the expected content thereby, identifying differences between the extracted content and the expected content based on results of the analysis;

    determining, by the quality evaluator, a level of significance of the differences;

    extracting, by the quality characteristics extractor, one or more quality characteristics of the sample set of communications, wherein the one or more quality characteristics of the sample set of communications comprises at least one of a speed of transmission of the communications, dropped data packets associated with the communications, audio output quality features of the communications, a number of confirmations of receipt received in response to the communications, or a number of responses received to the communications;

    determining, by the quality evaluator, a level of quality of the sample set of communications based on the extracted one or more quality characteristics; and

    modifying, by the accuracy and quality evaluation engine, the communications or an operation of the vendor, based on the determined level of significance of differences and the level of quality.

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