Dynamic distributed customer issue analysis
First Claim
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1. A method, comprising:
- populating a computer database with a plurality of summaries, the summaries representing information obtained from customer contacts communicating with customers regarding problems with purchased products;
selecting a subset of the summaries for review and classification by nodes that are located remotely with respect to each other;
distributing, across a computer network and to the nodes, a problem type classification list together with the subset of case summaries, the problem type classification list including a plurality of problem type selections to be used by the nodes when classifying the distributed case summaries;
receiving a communication from one of the nodes, the communication identifying a problem type that is not represented by the problem type selections included in the problem type classification list; and
distributing an updated problem type classification list to all the nodes responsive to receiving the communication, the updated problem type classification list including a new problem type selection representing the problem type identified by the received communication;
wherein the nodes perform a collaborated classification of the summaries by making selections from the updated problem type classification list.
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Abstract
Methods and systems for managing a distributed and dynamic review of a set of information are described. A set of information instances (e.g., case summaries) are distributed over a computer system network to reviewer nodes. A list of review items (e.g., problem types) against which the information instances are to be reviewed are also distributed over the computer system network to the reviewer nodes. An updated list of review items is distributed over the computer system network to the reviewer nodes each time a change to the list of review items is received from any of the reviewer nodes.
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Citations
19 Claims
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1. A method, comprising:
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populating a computer database with a plurality of summaries, the summaries representing information obtained from customer contacts communicating with customers regarding problems with purchased products; selecting a subset of the summaries for review and classification by nodes that are located remotely with respect to each other; distributing, across a computer network and to the nodes, a problem type classification list together with the subset of case summaries, the problem type classification list including a plurality of problem type selections to be used by the nodes when classifying the distributed case summaries; receiving a communication from one of the nodes, the communication identifying a problem type that is not represented by the problem type selections included in the problem type classification list; and distributing an updated problem type classification list to all the nodes responsive to receiving the communication, the updated problem type classification list including a new problem type selection representing the problem type identified by the received communication; wherein the nodes perform a collaborated classification of the summaries by making selections from the updated problem type classification list. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An apparatus, comprising:
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one or more processors; and a memory coupled to the processors comprising instructions executable by the processors, the processors operable when executing the instructions to; select case summaries to be reviewed by a plurality of remote reviewing nodes; analyze the selected case summaries to identify problem types associated with the selected case summaries; generate an initial problem type list to be selected from by the remote reviewing nodes when categorizing the selected case summaries according to problem type, the initial problem type list being customized according to the analysis such that the initial problem type list includes only the problem types identified during the analysis; distribute the initial problem type list and information representing the selected case summaries to the reviewing nodes; receive a communication indicating that one of the reviewing nodes has associated, with the selected case summaries, a new problem type that is not included in the initial problem type list; and generate and distribute an updated problem type list to be selected from by the remote reviewing nodes when categorizing the selected case summaries according to problem type, the updated list of problem types including the new problem type. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A system, comprising:
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means for populating a computer database with a plurality of summaries, the summaries representing information obtained from customer contacts communicating with customers regarding problems with purchased products; means for selecting a subset of the summaries for review and classification by nodes; means for distributing a problem type classification list and the subset of case summaries to the nodes, the problem type classification list including a plurality of problem type selections to be used by the nodes when classifying the distributed case summaries; means for receiving a communication identifying a problem type that is not represented by the problem type selections included in the problem type classification list; and means for distributing an updated problem type classification list to the nodes responsive to receiving the communication, the updated problem type classification list including a new problem type selection representing the problem type identified by the received communication; wherein the nodes perform a collaborated classification of the summaries according to the problem type selections included in the updated problem type classification list. - View Dependent Claims (15, 16, 17, 18, 19)
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Specification