SCHEDULING TASKS TO OPERATORS

• US 20150161555A1
• Filed: 07/10/2012
• Published: 06/11/2015
• Est. Priority Date: 07/10/2012
• Status: Abandoned Application

• Current Assignee: Google Inc. (Alphabet Inc.)
• Original Assignee: Google Inc. (Alphabet Inc.)
• Inventors: Cui, Ming, Xu, Cheng
• Application Number:
  US13/545,825
• Publication Number:
  US 20150161555A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment

Abstract

Tasks are assigned to operators for performing the tasks during a work period, for example, a shift. A model is generated for predicting the time taken by operators for completing a given task. A mapping from a subset of tasks to the operators is determined so as to maximize a total value of tasks from the subset. The tasks are assigned to operators based on the mapping. An example of tasks assigned to operators is fixing of defects identified in business listings associated with maps. The defects are associated with value determined based on various factors including the location of the business, the number of times the business listing is requested, the number of times the defect was reported, or the type of information in the business listing that is incorrect.

Claims

1. A method performed by a computer system for assigning tasks to operators, the method comprising:

receiving by the computer system a set of pending tasks and a set of operators for performing tasks in a work shift, wherein the tasks comprise actions for fixing defects in map data displayed by an online mapping system, wherein a defect is associated with a business listing displayable on a map;

for each pending task associated with a defect, determining a value of the task based on user interactions associated with the business listing of the defect;

for each pending task, predicting by the computer an amount of time required by each operator to complete the task, using a model trained from historical data describing tasks previously completed by members of the set of operators;

determining by the computer system, a subset of the pending tasks to be performed during the work shift and a mapping from the subset of the pending tasks to operators, each task associated with an operator for performing the task during the work shift, so as to maximize a total value of the subset of tasks;

assigning tasks to the associated operators for completion during the work shift based on the mapping; and

storing in the computer system information identifying the assigned tasks and the associated operators.

2. The computer implemented method of claim 1, wherein the value of each task is determined based on priority with which the task needs to be resolved.

4. The computer implemented method of claim 1, wherein the value of each task is determined based on a click through rate of a web page associated with the business listing.

5. The computer implemented method of claim 1, wherein the value of each task is determined based on a number of times the defect was reported.

6. The computer implemented method of claim 1, wherein the value of each task is determined based on a location of the business.

7. The computer implemented method of claim 6, wherein the value of a task associated with a business listing in a heavily populated location is higher than a value of a task associated with a business listing in a less populated location.

8. The computer implemented method of claim 1, wherein the value of each task is determined based on a number of times the business listing is requested by users.

9. The computer implemented method of claim 1, wherein a feature of the defect used for training the model comprises a type of information of the business listing determined to be incorrect.

10. The computer implemented method of claim 9, wherein the type of information of the business listing comprises one or more of a phone number, a postal address, a web address, or hours or operation.

3. (canceled)

11. A computer-implemented system for assigning tasks to operators, the system comprising:

one or more computer processors; and

one or more non-transitory computer-readable storage mediums storing computer program modules configured to execute on the one or more computer processors, the computer program modules comprising at least;

a task scheduler module configured to;

receive a set of pending tasks and a set of operators for performing tasks in a work shift, wherein the tasks comprise actions for fixing defects in map data displayed by an online mapping system, wherein a defect is associated with a business listing displayable on a map;

for each pending task associated with a defect, determine a value of the task based on user interactions associated with the business listing of the defect;

an operator model configured to;

predict an amount of time required by each operator to complete each pending task, the operator model trained using historical data describing tasks previously completed by members of the set of operators;

a task assignment model configured to;

determine a subset of the pending tasks to be performed during the work shift and a mapping from the subset of the pending tasks to operators, each task associated with an operator for performing the task during the work shift, so as to maximize a total value of the subset of tasks;

assign tasks to the associated operators for completion during the work shift based on the mapping; and

store in the computer system information identifying the assigned tasks and the associated operators.

13. The computer implemented system of claim 11, wherein the value of each task is determined based on a significance score of the business associated with the defect.

14. The computer implemented system of claim 11, wherein a feature of the defect used for training the model comprises a type of information of the business listing determined to be incorrect.

15. The computer implemented system of claim 14, wherein the type of information of the business listing comprises one or more of a phone number, a postal address, a web address, or hours or operation.

12. (canceled)

16. A computer program product having a non-transitory computer-readable storage medium storing computer-executable code for assigning tasks to operators, the code comprising:

a task scheduler module configured to;

receive a set of pending tasks and a set of operators for performing tasks in a work shift, wherein the tasks comprise actions for fixing defects in map data displayed by an online mapping system, wherein a defect is associated with a business listing displayable on a map;

for each pending task associated with a defect, determine a value of the task based on user interactions associated with the business listing of the defect;

an operator model configured to;

for each pending task, predict an amount of time required by each operator to complete the task, the operator model trained using historical data describing tasks previously completed by members of the set of operators;

a task assignment model configured to;

determine a subset of the pending tasks to be performed during the work shift and a mapping from the subset of the pending tasks to operators, each task associated with an operator for performing the task during the work shift, so as to maximize a total value of the subset of tasks;

assign tasks to the associated operators for completion during the work shift based on the mapping; and

store in the computer system information identifying the assigned tasks and the associated operators.

18. The computer program product of claim 16, wherein the value of each task is determined based on a significance score of the business associated with the defect.

19. The computer program product of claim 16, wherein a feature of the defect used for training the model comprises a type of information of the business listing determined to be incorrect.

20. The computer program product of claim 19, wherein the type of information of the business listing comprises one or more of a phone number, a postal address, a web address, or hours or operation.

21. The computer program product of claim 16, wherein the value of each task is determined based on a click through rate of a web page associated with the business listing.

22. The computer program product of claim 16, wherein the value of each task is determined based on a number of times the defect was reported.

23. The computer program product of claim 16, wherein the value of each task is determined based on a number of times the business listing is requested by users.

17. (canceled)