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1. WO2020223184 - ANALYTICAL MODEL TRAINING METHOD FOR CUSTOMER EXPERIENCE ESTIMATION

Publication Number WO/2020/223184
Publication Date 05.11.2020
International Application No. PCT/US2020/030182
International Filing Date 28.04.2020
IPC
G06Q 10/00 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
G06Q 30/00 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
CPC
G06N 20/00
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
NCOMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
20Machine learning
G06Q 10/063116
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
06311Scheduling, planning or task assignment for a person or group
063116Schedule adjustment for a person or group
G06Q 10/20
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
20Product repair or maintenance administration
G06Q 30/016
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30Commerce, e.g. shopping or e-commerce
01Customer relationship, e.g. warranty
016Customer service, i.e. after purchase service
G06Q 50/01
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
50Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
01Social networking
Applicants
  • CATERPILLAR INC. [US]/[US]
Inventors
  • CHOUGULE, Rahul G.
  • RAMASWAMY, Abhishek
  • MANI, Dhakshinamoorthy A.
  • MOHAN, Prithvi
  • JIROVEC, Andrew G.
  • GANDHI, Ankurkumar D.
  • PRICHODKO, Jeanne T.
Agents
  • CHITGOPEKAR, Sucheta
  • BECKMAN, William A.
  • CARTER, Janda M.
  • EARLE, Kevin C.
  • ROBERSON, Keith P.
Priority Data
16/400,89901.05.2019US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) ANALYTICAL MODEL TRAINING METHOD FOR CUSTOMER EXPERIENCE ESTIMATION
(FR) PROCÉDÉ D'APPRENTISSAGE DE MODÈLE ANALYTIQUE POUR ESTIMATION DE L'EXPÉRIENCE CLIENT
Abstract
(EN)
An analytical model training method includes generating a modified set of machine repair records by associating a machine with at least one of i) one or more defects associated with the machine, ii) a repair of the one or more defects, and iii) one or more repair characteristics. An analytical model training system generates a training model based from the modified set of repair records and a set of survey records indicative of reported experience values. The system isolates at least one time-based machine operation parameter associated with machine operation from a set of machine operation records. A modified set of machine operation records is generated that includes a plurality of values associated with the at least one time-based machine operation parameter. An analytical model is configured to output an estimate of customer experience based at least partly on a second set of machine repair records.
(FR)
L'invention concerne un procédé d'apprentissage de modèle analytique qui comprend la génération d'un ensemble modifié d'enregistrements de réparation d'engin par association d'un engin avec au moins l'un parmi i) un ou plusieurs défauts associés à l'engin, ii) une réparation du ou des défauts et iii) une ou plusieurs caractéristiques de réparation. Un système d'apprentissage de modèle analytique génère un modèle d'apprentissage sur la base de l'ensemble modifié d'enregistrements de réparation et d'un ensemble d'enregistrements d'enquête indiquant des valeurs d'expérience rapportées. Le système isole au moins un paramètre temporel de fonctionnement de l'engin associé au fonctionnement de l'engin parmi un ensemble d'enregistrements de fonctionnement de l'engin. Un ensemble modifié d'enregistrements de fonctionnement de l'engin est généré, lequel ensemble comprend une pluralité de valeurs associées audit ou auxdits paramètres temporels de fonctionnement de l'engin. Un modèle analytique est conçu pour délivrer une estimation de l'expérience client sur la base, au moins en partie, d'un second ensemble d'enregistrements de réparation d'engin.
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