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Customer service support system

A technology of customer and task scheduling, applied in the field of information systems, which can solve problems such as troublesome, unpredictable or adjustable, and inability to optimally match problems with personnel, resources, and compromised system efficiency

Inactive Publication Date: 2006-10-04
SIEMENS MED SOLUTIONS HEALTH
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  • Summary
  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0004] Known information systems respond to problems by allocating and managing people and resources in a reactive manner, which is often a manual, time-consuming and inefficient process
[0005] Known information systems usually employ subjective criteria to manage people with individual obligations and preferences, which leads to suboptimal matching of problems with people, resources and compromised system efficiencies
[0006] Known information systems employ manual personnel management methods and tabulations, which are cumbersome and time-consuming in operation, and fail to anticipate or adjust for the multiple variables affecting workload variations

Method used

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Examples

Experimental program
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Embodiment Construction

[0029] figure 1 A customer service support system ("system") 100 is shown. The system 100 includes an input processor 102 , a question processor 104 , a repository 106 , a task scheduling processor 108 and a user interface 110 . Repository 106 also includes problem identification data 136 , product category 138 , problem severity rating 140 , and worker information 142 . The user interface 110 also includes a data input device 114 , a display generator 116 and a data output device 118 .

[0030] The system 100 may be used by any type of business and is designed for use by healthcare providers responsible for the health and / or well-being of those in their care. Healthcare providers can provide services aimed at maintaining a patient's mental, emotional, and physical well-being. Examples of healthcare providers include hospitals, nursing homes, assisted living care facilities, home healthcare facilities, hospice facilities, critical care facilities, healthcare clinics, physic...

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PUM

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Abstract

A system for processing data identifying issues including problems comprises an input processor, an issue processor, and a task scheduling processor. The input processor receives issue identification data identifying a type of issue to be processed. The issue processor parses the issue identification data, and associates a product category with the type of issue based on parsed issue identification data. The task scheduling processor assigns a worker to attend to the issue in response to the product category, and initiates generation of a record of the assignment.

Description

[0001] Cross References to Related Applications [0002] This application is a non-provisional application of Provisional Application Serial No. 60 / 498,946 filed August 29, 2003 by James Douglas et al. technical field [0003] The present invention generally relates to information systems. More specifically, the present invention relates to customer service support systems. Background technique [0004] Known information systems respond to problems by allocating and managing personnel and resources in a reactive manner, which is often a manual, time-consuming and inefficient process. [0005] Known information systems often employ subjective criteria to manage people with individual obligations and preferences, which results in a non-optimal matching of problems with people, resources and compromised system efficiencies. [0006] Known information systems employ manual personnel management methods and tabulations, which are cumbersome and time-consuming to operate, and can...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/00G06F
CPCG06Q10/06G06Q10/063112
Inventor J·杜格拉斯J·安托尼尼J·塔塔斯乔尔R·E·邦尼特
Owner SIEMENS MED SOLUTIONS HEALTH
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