Dynamic distributed customer issue analysis

• US 7,353,230 B2
• Filed: 04/18/2005
• Issued: 04/01/2008
• Est. Priority Date: 04/18/2005
• Status: Expired due to Fees

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Oggerino, Christopher Paul, Hamilton, William Eugene Gunnther
• Primary Examiner(s): Lee; Wilson
• Assistant Examiner(s): CABUCOS, MARIE G
• Application Number:
  US11/109,236
• Publication Number:
  US 20060235709A1
• Time in Patent Office: 1,079 Days
• Field of Search: 707/3, 707/6, 707/10, 707/103, 705/9, 395/183.15, 714/57
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

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.

Claims

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.

2. The method of claim 1 wherein the problem type classification list is displayed at the nodes using a drop down menu and the method further comprises:

the nodes automatically updating and extending the drop down menu to include the new problem type selection responsive to receiving the updated problem type classification list.

3. The method of claim 2 further comprising:

receiving classification reports from the nodes, wherein the classification reports indicate that at least one of the summaries was reclassified from an original problem type classification to a different problem type classification during the review by the nodes; and

storing the classification reports in the computerized database.

4. The method of claim 3 wherein the summaries represent reported issues for products belonging to a same product family and the problem type selections describe known hardware and software issues for the products.

5. The method of claim 4 wherein the problem type selections describe the known issues by indicating a subsystem of the product and an issue number.

6. The method of claim 1 wherein the selection of the subset of summaries is controlled by signals originating from a supervising one of the nodes.

7. An apparatus, comprising:

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.

8. The apparatus of claim 7 wherein the reviewing nodes collaborate by categorizing the selected case summaries using the same problem type list.

9. The apparatus of claim 7 wherein the distributed case summaries include information derived from customer contacts, and at least one of the distributed case summaries includes an initial problem type categorization that is designated by the customer contacts and different than the problem type categorization selected by the reviewing node.

10. The apparatus of claim 9 wherein each distributed case summary is associated with a unique case number and the processors are further operable to:

obtain financial information corresponding to at least a portion of the unique case numbers; and

distribute the financial information to the reviexving nodes.

11. The apparatus of claim 7 wherein the processor are further operable to select the case summaries to be reviewed by filtering a database of case summaries according to model number.

12. The apparatus of claim 7 wherein the selected case summaries are distributed as disjoint subsets.

13. The apparatus of claim 7 wherein the updated problem type list is transferred to all the reviewing nodes.

14. A system, comprising:

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.

15. The system of claim 14 further comprising:

means for receiving classification reports from the nodes, wherein the classification reports indicate that at least one of the summaries was reclassified from an original problem type classification to a different problem type classification during the review by the nodes; and

means for storing the reports in the computerized database.

16. The system of claim 14 wherein the problem type classification list is displayed at the nodes using a graphical selection menu and the system further comprises:

means for automatically updating and extending the graphical selection menu to include the new problem type selection responsive to receiving the updated problem type classification list.

17. The system of claim 16 wherein the summaries represent reported issues for products belonging to a same product family and the problem type selections describe known hardware and software issues for the products.

18. The system of claim 17 wherein the problem type selections describe the known issues by indicating a subsystem of the product and an issue reference indicator.

19. The system of claim 14 wherein the selection of the subset of summaries is controlled by signals originating from a supervising one of the nodes.