US 12,332,903 B2
Predicting and preventing negative user experience in a network service
Lawrence Benjamin Goldstein, San Francisco, CA (US); Arjun Vora, San Francisco, CA (US); Jai Malkani, San Francisco, CA (US); Nikhil Joshi, San Francisco, CA (US); Eckart Walther, San Francisco, CA (US); Mahdi Namazifar, San Francisco, CA (US); Kathy Brown, San Francisco, CA (US); Praveen Kannan, San Francisco, CA (US); Arun Bodapati, San Francisco, CA (US); and Fran Bell, San Francisco, CA (US)
Assigned to Uber Technologies, Inc., San Francisco, CA (US)
Filed by Uber Technologies, Inc., San Francisco, CA (US)
Filed on Aug. 9, 2023, as Appl. No. 18/231,993.
Application 18/231,993 is a continuation of application No. 16/264,123, filed on Jan. 31, 2019, granted, now 11,775,534.
Prior Publication US 2023/0385292 A1, Nov. 30, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 16/2457 (2019.01); G06Q 50/40 (2024.01); H04L 67/50 (2022.01); G06N 20/00 (2019.01)
CPC G06F 16/24578 (2019.01) [G06Q 50/40 (2024.01); H04L 67/535 (2022.05); G06N 20/00 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A computing system implementing a network service, comprising:
a network communication interface to communicate, over one or more networks, with a service application executing on computing devices of requesting users of the network service;
one or more processors; and
one or more memory resources storing instructions that, when executed by the one or more processors, cause the computing system to:
monitor, over the one or more networks, event data corresponding to a current user experience of a requesting user during a current application session with the network service, the requesting user being matched to a matched service provider;
based on the event data, generate a first representation corresponding to the current user experience of the requesting user and a second representation corresponding to a general behavior of the matched service provider, the first representative further corresponding to historical utilization of the network service by the requesting user, and the second representation further corresponding to route information of the matched service provider;
execute a machine learning model to dynamically process the second representation to determine, based on the route information and the general behavior of the matched service provider, that the matched service provider is attempting to induce cancelation of a match between the matched service provider and the requesting user;
execute the machine learning model to dynamically process the first representation to predict a negative user experience for the requesting user within a future time frame during the current application session, the predicted negative user experience corresponding to a prediction that the requesting user will cancel the match between the matched service provider and the requesting user based, at least in part, on the matched service provider attempting to induce cancelation; and
in response to predicting the negative user experience, implement one or more corrective actions during the current application session through the service application to prevent or mitigate the predicted negative user experience.