Adaptive feedback control in e-service management

• US 20020128991A1
• Filed: 10/26/2001
• Published: 09/12/2002
• Est. Priority Date: 10/27/2000
• Status: Active Grant

• Current Assignee: BoxTone Incorporated (Blackberry Limited)
• Original Assignee: Earl D. Cox, Shi-Yue Qiu, Xindong Wang
• Inventors: Qiu, Shi-Yue, Wang, Xindong, Cox, Earl D.
• Granted Patent: US 6,856,983 B2
• Time in Patent Office: Days
• US Class Current: 706/52
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method and system is described that adaptively adjusts an eService management system by using feedback control. Behavior experts are distributed at different levels of the hierarchy of the eService management system. Within the hierarchy, feed-forward reasoning is performed from lower level behavior experts to the higher level behavior experts. A method for identifying bottlenecks is described and utilized. The performance of these behavior experts is compared with various objective functions. The discrepancies are used to adjust the system.

Claims

1. A method for adaptively adjusting an eService management system by using feedback control, comprising:

distributing behavior expert objects at different levels of a hierarchy of an eService management system;

performing, within the hierarchy, feed-forward reasoning from lower level behavior experts to higher level behavior experts;

comparing the performance of these behavior experts with various objective functions;

identifying bottlenecks by back-propogating the objective function; and

using comparison discrepancies to adjust the system.

2. A system is described that adaptively adjusts an eService management system by using feedback control, comprising

means for distributing behavior expert objects at different levels of a hierarchy of an eService management system;

means for performing, within the hierarchy, feed-forward reasoning from lower level behavior experts to higher level behavior experts;

means for comparing the performance of these behavior experts with various objective functions;

means for identifying bottlenecks by back-propogating the objective function; and

means for using comparison discrepancies to adjust the system.