US 12,271,906 B2
System and method for managing issues through resource optimization
Ming Qian, Allston, MA (US); Anne-Marie Mcreynolds, San Jose, CA (US); and Christopher O'Bryon Hill, Bellevue, WA (US)
Assigned to Dell Products L.P., Round Rock, TX (US)
Filed by Dell Products L.P., Round Rock, TX (US)
Filed on Dec. 22, 2022, as Appl. No. 18/145,081.
Prior Publication US 2024/0211963 A1, Jun. 27, 2024
Int. Cl. G06Q 10/06 (2023.01); G06Q 10/0631 (2023.01); G06Q 10/0639 (2023.01); G06Q 30/01 (2023.01); G06Q 30/015 (2023.01)
CPC G06Q 30/015 (2023.01) [G06Q 10/063112 (2013.01); G06Q 10/06398 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for managing customer-encountered issues using service agents, the method being performed by a response management system (RMS) embodied by a data processing system and comprising:
obtaining, by the data processing system, the customer encountered issues, wherein the customer-encountered issues are stored in a storage of the data processing system and a processing of each of the customer-encountered issues requires consumption of a first quantity of limited computing resources of the processor and the storage, and wherein a first number of the customer-encountered issues is resolved per a unit of time based on the first quantity;
performing, by a processor of the data processing system performing the method, a multiphase optimization procedure to reduce the required consumption from the first quantity of limited computing resources to a second quantity lower than the first quantity such that a second number of the customer-encountered issues is resolved per the unit of time based on the second quantity wherein the second number is larger than the first number, the multiphase optimization procedure comprising:
identifying, as a first phase of the multiphase optimization procedure, a portion of the service agents that are qualified to handle a customer-encountered issue of the customer-encountered issues;
ranking, during a second phase of the multiphase optimization procedure, the service agents of the portion of the service agents based on efficiency estimates for resolving the customer-encountered issue by the service agents to obtain a first ranking;
further ranking, during the second phase of the multiphase optimization procedure, the service agents of the portion of the service agents based on alignment between the customer-encountered issue and previously resolved customer-encountered issues to obtain a second ranking, wherein all rankings performed during the second phase are performed independently of a scheduling availability of the portion of the service agents; and
selecting, during a third phase of the multiphase optimization procedure, a service agent of the service agents to remediate the customer-encountered issue based on the first ranking and the second ranking, wherein the scheduling availability of the portion of the service agents is assessed for the first time during the third phase; and
assigning, by the processor, the selected service agent to work and resolve the customer-encountered issue.