Method and System for Automated Service Climate Measurement Based on Social Signals

• US 20080040199A1
• Filed: 02/16/2007
• Published: 02/14/2008
• Est. Priority Date: 06/09/2006
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Pinhanez, Claudio Santos
• Granted Patent: US 8,121,890 B2
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

A computer-implemented method for measuring a system includes providing an automated service climate measurement system (ASCMS) comprising an evaluation function, receiving customer input by the ASCMS, measuring a service climate variable of the customer input, determining a social-signal feature of the customer input, correlating the social-signal feature with the service climate variable, and determining a value of the evaluation function based on the correlation of the feature to the service climate variable.

Claims

1. A system for measuring a service comprising;

a computer-readable program code embodying an automated service climate measurement system (ASCMS);

a processor for processing the ASCMS and customer input to determine a measure of service climate experienced by the customer; and

a service system for receiving the measure of service climate and adjusting the service according to the measure.

2. The system of claim 1, wherein the ASCMS further comprises an evaluation module comprising a computer-readable code embodying a map from a social-signal feature of the measure of service climate to a service climate variable.

3. The system of claim 1, wherein the ASCMS further comprises:

a social-signal feature extraction system which processes the customer input to output a set of values associated to different social-signal features of the customer input;

a service climate measurement module for determining the measure of service climate, wherein the service climate measurement module maps the social-signal features to the measure of service climate.

4. The system of claim 3, wherein the ASCMS further comprises a database storing previously determined sets of values of the social-signal features and uses subsets of the previously determined sets of values to determine a function F for determining the measure of service climate.

5. The system of claim 1, further comprising an automated service climate adaptation system for generating an action to change the service system.

6. The system of claim 5, wherein the automated service climate adaptation system further comprises:

a database of a set of action rules;

a rule matching and selection module for determining which rules in the database of the set of action rules have triggering preconditions that match the service climate measure and selecting a subset of the action rules; and

a rule application module which parses the subset of action rules and generates an action.

7. A computer-implemented method for measuring a system comprising:

providing an automated service climate measurement system (ASCMS) comprising an evaluation function;

receiving customer input by the ASCMS;

measuring a service climate variable of the customer input;

determining a social-signal feature of the customer input;

correlating the social-signal feature with the service climate variable; and

determining a value of the evaluation function based on the correlation of the social-signal feature to the service climate variable.

8. The computer-implemented method of claim 7, further comprising determining a second social-signal feature of the customer input upon determining that no feature is correlated with the service variable.

9. The computer-implemented method of claim 8, wherein a correlation is determined within a predetermined threshold.

10. The computer-implemented method of claim 7, wherein the social-signal feature is extracted from the customer input.

11. The computer-implemented method of claim 7, wherein the social-signal feature is retrieved from a database.

12. The computer-implemented method of claim 7, wherein the ASCMS performs method step comprising extracting the social-signal feature from the customer input.

13. A computer readable medium embodying instructions executable by a processor to perform a method for measuring a system, the method comprising:

providing an automated service climate measurement system (ASCMS) comprising an evaluation function;

receiving customer input by the ASCMS;

measuring a service climate variable of the customer input;

determining a social-signal feature of the customer input;

correlating the social-signal feature with the service climate variable; and

determining a value of the evaluation function based on the correlation of the social-signal feature to the service climate variable.

14. The method of claim 13, further comprising determining a second social-signal feature of the customer input upon determining that no feature is correlated with the service variable.

15. The method of claim 14, wherein a correlation is determined within a predetermined threshold.

16. The method of claim 13, wherein the social-signal feature is extracted from the customer input.

17. The method of claim 13, wherein the social-signal feature is retrieved from a database.

18. The method of claim 13, wherein the ASCMS performs method step comprising extracting the social-signal feature from the customer input.