Method and system for root cause analysis of structured and unstructured data

• US 20030149586A1
• Filed: 11/07/2002
• Published: 08/07/2003
• Est. Priority Date: 11/07/2001
• Status: Abandoned Application

• Current Assignee: OpenSpan, Inc. (Pegasystems Incorporated)
• Original Assignee: Enkatatechnologies Incorporated
• Inventors: Chen, Michael H., Stukov, Stan N., Hildebrandt, Ronald
• Application Number:
  US10/291,236
• Publication Number:
  US 20030149586A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06F 16/284 Relational databases
• CPC Class Codes: G06F 16/35 Clustering; Classification
• CPC Class Codes: G06F 2216/03 Data mining
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/0635 Risk analysis of enterprise or organisation activities
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0283 Price estimation or determination

Abstract

An improved method (and system) of processing information for root cause analysis. The method includes inputting structured data in a first format and unstructured data from a real process from a service or manufacturing operation, e.g., call center for customer support, customer information systems for marketing, or product information systems for supply-chain. The method converts the unstructured information into a second structured format (optional). In some embodiments, there may not be any unstructured data. The method combines the structured data in first format and structured data in second format. The method then stores the structured data in the first format and the structured data in the second format into memory. A step of processing the combined data with one or more business processes (e.g., customer life cycle, a company organization, or problem-fix type) to couple the business process with the structured and unstructured data is included. The method processes information from the combined data with one or more financial models (e.g., revenue model, a cost model) to couple the financial models with the structured and unstructured data. One or more factors are identified from the real process. Such factors include a symptom, an indicator, and other descriptions of an improvement opportunity. The method determines one or more aggregate patterns coupled to the identified factors from the processed data. The method couples one of the patterns an economic value; and displays the factor and the pattern related to the factor and the economic value.

Claims

1. A method of processing information for root cause analysis, including structured data and unstructured data, the method comprising:

inputting structured data in a first format and unstructured data in a first format from a real process from a service or manufacturing operation;

converting the unstructured data in the first format into a second structured format;

collecting the structured data in first format and structured data in second format;

storing the structured data in the first format and the structured data in the second format into memory;

processing information from collected data with one or more business processes to couple the business process with the structured and unstructured data;

processing information from the collected data with one or more financial models to couple the financial process with the structured and unstructured data;

processing information from the collected data with one or more relevancy scoring models to couple the root-cause relevancy information with the structured and unstructured data.

identifying one or more factors derived from the real process;

determining one or more aggregate patterns coupled to the identified factors from the processed data;

coupling one of the patterns an economic value; and

displaying the factor and the pattern related to the factor and the economic value.

2. The method of claim 1 wherein the one or more business processes is selected from a customer life cycle, and a company organization.

3. The method of claim 1 wherein financial module is selected from a revenue model, and a cost model.

4. The method of claim 1 wherein the factor is selected from a symptom and an indicator.

5. The method of claim 1 wherein the indicator is a return.

6. The method of claim 1 wherein the factor is a field in the database.

7. The method of claim 1 wherein the structured data are in a predetermined format of a customer.

8. The method of claim 1 wherein the unstructured data are free from being provided into one or more structures.

9. The method of claim 1 wherein the displaying includes outputting.

10. The method of claim 1 wherein the unstructured data comprises electronic mail messages or information collected by a website.

11. A system including one or more memories, the one or more memories comprising:

a code directed to receiving structured data in a first format and unstructured data in a first format from a real process from a service or manufacturing operation;

a code directed to converting the unstructured data in the first format into a second structured format;

a code directed to collecting the structured data in first format and structured data in second format;

a code directed to storing the structured data in the first format and the structured data in the second format into memory;

one or more codes directed to processing information from collected data with one or more business processes to couple the business process with the structured and unstructured data;

one or more codes directed to processing information from the collected data with one or more financial models to couple the financial process with the structure and unstructured data;

a code directed to identifying one or more factors derived from the real process;

a code directed to determining one or more aggregate patterns coupled to the identified factors from the processed data;

a code directed to coupling one of the patterns an economic value; and

a code directed to displaying the factor and the pattern related to the factor and the economic value.

12. A method for tracking a call interaction through more than one activity through a contact center, the method comprising:

identifying a call from a caller at a selected process from a plurality of processes in a call center location;

forming an interaction record for the call and storing the interaction record in memory, the interaction record being directed to the call;

associating the interaction record with more than one activity through the call center;

transferring information from the association from more than one activity to the interaction record stored in memory;

receiving the information at an interaction unit; and

repeating the steps of identifying, forming, associating, transferring, and receiving for other calls numbered from 1 through N, where N is an integer greater than 1.

13. The method of claim 12 wherein the more than one activity is derived from more than one system, the system being selected from a billing system, a call tracking system, a voice response system, a call dispatch system, a home-grown system, and any other CRM or ERP system.

14. The method of claim 12 wherein memory is provided in a relational database.

15. The method of claim 12 further comprising [transferring from the system to a file and then processing the information for format]