REPUTATION MANAGEMENT USING EVOLVING REPUTATION SCORES

• US 20130304900A1
• Filed: 05/14/2012
• Published: 11/14/2013
• Est. Priority Date: 05/14/2012
• Status: Abandoned Application

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Trabelsi, Slim, Montagnon, Gilles, Bezzi, Michele
• Application Number:
  US13/471,078
• Publication Number:
  US 20130304900A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 67/1057 involving pre-assessment of levels of reputation of peers

Abstract

An evidence monitor may monitor interactions between at least one service provider and at least one service consumer during a time period. The evidence monitor may receive negative feedback from the at least one service consumer regarding a corresponding interaction of the interactions. A reputation engine may increase a reputation score of the at least one service provider during the time period in accordance with a growth rate, as the interactions occur during the time period. The reputation engine may also decrease the reputation score of the at least one service provider in response to the negative feedback and in accordance with a negative feedback response characteristic.

Claims

1. A system including instructions recorded on a non-transitory computer readable storage medium and executable by at least one processor, the system comprising:

an evidence monitor configured to cause the at least one processor to monitor interactions between at least one service provider and at least one service consumer during a time period, and further configured to cause the at least one processor to receive negative feedback from the at least one service consumer regarding a corresponding interaction of the interactions; and

a reputation engine configured to cause the at least one processor to increase a reputation score of the at least one service provider during the time period in accordance with a growth rate, as the interactions occur during the time period, and further configured to cause the at least one processor to decrease the reputation score of the at least one service provider in response to the negative feedback and in accordance with a negative feedback response characteristic.

2. The system of claim 1, wherein the reputation engine is configured to resume, after the receiving of the negative feedback, an increase of the reputation score of the at least one service provider in accordance with a redemption rate.

3. The system of claim 2, wherein the redemption rate is different from the growth rate.

4. The system of claim 1, wherein the interactions include commercial transactions involving a purchase of a service provided by the service provider.

5. The system of claim 1, wherein the evidence monitor is configured to monitor the interactions and to calculate negative feedback based thereon and provide the calculated negative feedback to the reputation engine, and wherein the reputation engine is configured to decrease the reputation engine based on the calculated negative feedback.

6. The system of claim 1, wherein the time period is defined in terms of a quantity of the interactions.

7. The system of claim 1, wherein the reputation engine is configured to calculate the reputation score within a range of minimum and maximum values, including automatically increasing the reputation score over time in the absence of negative feedback.

8. The system of claim 7, wherein the negative response feedback characteristic causes the decrease of the reputation score to be large relative to the growth rate and the range of minimum and maximum values.

9. The system of claim 1, wherein the reputation engine is configured to increase the reputation score based on the equation:

10. The system of claim 1, wherein the reputation engine is configured to provide the reputation score to the service provider and/or the at least one consumer, in response to a request therefrom.

11. A computer-implemented method for causing at least one processor to execute instructions recorded on a computer-readable storage medium, the method comprising:

monitoring interactions between at least one service provider and at least one service consumer during a time period;

increasing a reputation score of the at least one service provider during the time period in accordance with a growth rate, as the interactions occur during the time period;

receiving negative feedback from the at least one service consumer regarding a corresponding interaction of the interactions; and

decreasing the reputation score of the at least one service provider in response to the negative feedback and in accordance with a negative feedback response characteristic.

12. The method of claim 11, comprising resuming, after the receiving of the negative feedback, an increase of the reputation score of the at least one service provider in accordance with a redemption rate.

13. The method of claim 11, wherein increasing the reputation score comprises calculating the reputation score within a range of minimum and maximum values, including automatically increasing the reputation score over time in the absence of negative feedback.

14. A computer program product, the computer program product being tangibly embodied on a non-transitory computer-readable medium and comprising instructions that, when executed, are configured to cause at least one processor to:

monitor interactions between at least one service provider and at least one service consumer during a time period;

increase a reputation score of the at least one service provider during the time period in accordance with a growth rate, as the interactions occur during the time period;

receive negative feedback from the at least one service consumer regarding a corresponding interaction of the interactions; and

decrease the reputation score of the at least one service provider in response to the negative feedback and in accordance with a negative feedback response characteristic.

15. The computer program product of claim 14, wherein the instructions, when executed, are further configured to resume, after the receiving of the negative feedback, an increase of the reputation score of the at least one service provider in accordance with a redemption rate.

16. The computer program product of claim 14, wherein the instructions, when executed, are further configured to calculate the reputation score within a range of minimum and maximum values, including automatically increasing the reputation score over time in the absence of negative feedback.

17. The computer program product of claim 16, wherein the negative response feedback characteristic causes the decrease of the reputation score to be large relative to the growth rate and the range of minimum and maximum values.

18. The computer program product of claim 14, wherein the interactions include commercial transactions involving a purchase of a service provided by the service provider.

19. The computer program product of claim 14, wherein the instructions, when executed, are further configured to increase the reputation score based on the equation:

20. The computer program product of claim 14, wherein the instructions, when executed, are further configured to provide the reputation score to the service provider and/or the at least one consumer, in response to a request therefrom.