Mapping actions to tasks within customer service processing systems
First Claim
1. A method for mapping an action, occurring within a customer servicing computing system, from a meta-level domain to tasks within a system-level domain, the method comprising the steps of:
- (a) defining an action to have a plurality of meta-data fields, each said meta-data field having attributes;
(b) defining a set of task templates in said system-level domain, each template defining a sequence of tasks;
(c) for a subset of said meta-data fields, and for each field within said subset, forming a mapper key from a portion of said attributes;
(d) comparing each said mapper key with said set of templates existing in the system-level domain to identify a match; and
(e) forming a system-level task sequence to give effect to said action as the collective tasks of each matched template, whereby, for at least said subset of meta-data fields, at least one said attribute of each meta-data field describes a mandatory value, and said comparing step (d) is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value.
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Abstract
Methods and apparatus for mapping an action, occurring within a customer servicing computer system, from a meta-level domain to tasks within a system-level domain are described. The actions are defined to have a plurality of data-fields, each of which has attributes. For a subset of the meta-data fields, and for each field within the subset, the mapper key is formed from a portion of the attributes. Each mapper key is compared with a set of task templates. The task templates define a sequence of system-level domain tasks. If there is a match of all the mapper keys with a respective template, then a system-level domain task sequence is formed to give effect to the action as the collective tasks of all task templates.
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Citations
12 Claims
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1. A method for mapping an action, occurring within a customer servicing computing system, from a meta-level domain to tasks within a system-level domain, the method comprising the steps of:
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(a) defining an action to have a plurality of meta-data fields, each said meta-data field having attributes;
(b) defining a set of task templates in said system-level domain, each template defining a sequence of tasks;
(c) for a subset of said meta-data fields, and for each field within said subset, forming a mapper key from a portion of said attributes;
(d) comparing each said mapper key with said set of templates existing in the system-level domain to identify a match; and
(e) forming a system-level task sequence to give effect to said action as the collective tasks of each matched template, whereby, for at least said subset of meta-data fields, at least one said attribute of each meta-data field describes a mandatory value, and said comparing step (d) is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value. - View Dependent Claims (2, 3, 4)
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5. A customer servicing computer system, comprising:
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(a) a plurality of client machines running provisioning application software;
(b) a plurality of server machines also running said application software; and
(c) a network connecting said client machines to said server machines; and
wherein, on said computer system, actions are mapped from meta-level domain to tasks within a system-level domain such that, for each action, there exists a plurality of meta-data fields, each said meta-data field having attributes, and a set of task templates in said system-level domain, each template defining a sequence of tasks, and said system being operable to, for a subset of said meta-data fields and for each field within said subset, form a mapper key from a portion of said attributes, to compare each said mapper key with said set of templates to identify a match, and to form a system-level task sequence to give effect to said action as the collective tasks of each matched task template, wherein, for at least said subset of meta-data fields, at least one said attributes of each meta-data field describes a mandatory value, and said comparison is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value. - View Dependent Claims (6, 7, 8)
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9. A system, for mapping an action from a meta-level domain to tasks within a system-level domain, comprising:
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memory means storing said mete-level domain actions, each of which has a plurality of meta-data fields, each said meta-data field having attributes, and a set of system-level domain task templates, each template defining a sequence of tasks; and
processor means, coupled to said memory means, and operable, for a subset of said meta-data fields and for each field within said subset, to form a mapper key from a portion of said attributes, to compare each said mapper key with said set of templates to identify a match, and to form a system-level task sequence to give effect to said action as the collective tasks of each matched task template, wherein, for at least said subset of meta-data fields, at least one said attributes of each meta-data field describes a mandatory value, and said comparison is performed such that, if a direct match is not obtained, then the number of attributes is reduced and the comparison is repeated until there is a match, the minimum number of attributes that can achieve a match being said mandatory value. - View Dependent Claims (10, 11, 12)
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Specification