A system that provides automatic notifications by monitoring social media traffic anomalies and customer complaints.

Abstract

This invention relates to a system (1) that enables the detection of traffic and customer complaint anomalies for social media applications, verification of these anomalies and reduction of the load on the call center.

Description

1 TARIFF SOCIAL MEDIA TRAFFIC ANOMALIES AND CUSTOMER TRACKING COMPLAINTS AND PROVIDING AUTOMATIC NOTIFICATIONS A SYSTEM Technical Area This invention analyzes traffic and customer complaints for social media applications. detection of anomalies, verification of these anomalies, and call center It relates to a system that helps reduce the load on it. 10 Previous Technique Today, in the form of large-scale services such as social media applications Traffic and customer complaint monitoring systems typically monitor operator traffic and customer complaints. It operates based on feedback. Problems in known systems. usually manual or semi-automatic, based on specific threshold values. This is detected through various methods. Increased complaints and traffic anomalies trigger calls. It is monitored through complaints received by the center. However, these methods... They are generally reactive and intervene only after problems arise, and this 20 This increases customer dissatisfaction in the process. Therefore, considering the studies and shortcomings in the current technique... When this is taken into account, traffic and customers for social media applications Identifying complaint anomalies, verifying these anomalies, and call 25 a system is needed that reduces the load on the central unit It is understood. Taiwan patent number TW201403509A, which falls under the known state of the art. The document describes how to detect anomalies and issue warnings from website traffic data. It refers to a system structured to provide [this information]. This invention is a web 2 Reasonable customer usage at different times regarding the various services of the site To estimate the standard amount of behavior, website customer usage This involves using historical records. Time-lapse sampling. using this method, the website's online time is short. Bias resulting from the lack of historical trend data 5 is being reduced. The sampled data is provided to the website for statistical analysis. They are grouped according to their characteristics; this shows customer usage in different periods. It aims to solve the problem of behavioral differences. Normal distribution probability A sampling method suitable for the model is determined, and with this method, the web Reasonable customer usage at different times for various services of the sites 10 The threshold value for behavioral statistics is defined. This method is a detection and It includes a warning mechanism. The system detects when the statistics exceed a threshold value. When it detects this, it alerts maintenance and operation personnel via an alarm message. This provides information and, in this way, helps identify internal system problems or human-caused issues. The problem of abnormal usage levels arising from various factors should be addressed in a timely manner. 15 This invention eliminates the need for an automatic detection and warning mechanism. It provides. The use of each service of the website is customer-friendly. If it exceeds the critical range regarding its behavior, the system will automatically sending a timely alarm message and thus alerting the website operator By providing information, it facilitates timely intervention in the problem. 20 The system analyzes customer behavior using a time-division iterative sampling method. It calculates data samples; weekdays and holidays according to time characteristics. customer behavior is divided into two groups based on days and according to a normal distribution. It extracts the amount of information. This is in the form of weekday customer behavior information. is collected. Similarly, holiday customer behavior information is routinely collected on holidays 25 This is considered as customer behavior information. In the following formula: As shown: Timed sampling method = Previous day's website traffic / ((acceptance volume + page views) / total number of functions. Brief Description of the Invention 30 3 The purpose of this invention is to analyze traffic and customer complaints related to social media applications. detection of anomalies, verification of these anomalies, and call center a system developed to reduce the load on it to accomplish. Another purpose of this invention is to combine five-minute traffic data from operators with Identifying traffic anomalies by comparing historical median data, Comparison of general customer complaint data with the median and complaints Checking for any anomalies and global and local Downdetector By examining the complaint data, it can be determined whether there is a problem with the social media application. to confirm that there is no such problem, and if a problem is detected, the call center will contact them. an automated message informing customers that there is a problem with the relevant application. The goal is to implement a system developed to facilitate announcements. Another purpose of this invention is to detect unusual increases in operator traffic or 15 early detection of declines and problems in social media applications A system developed to provide advance information about something. to accomplish. Another aim of this invention is to detect increases in complaints based on traffic anomalies. by taking proactive actions and addressing customer dissatisfaction The goal is to implement a system developed to ensure its reduction. Another purpose of this invention is that when problems are detected automatically, the call By making informative announcements to customers calling the center, they stated that the call volume was low and the call duration was 25. a system developed to reduce their duration to accomplish. Detailed Description of the Invention 4 The "Social Media Traffic" analysis was conducted to achieve the purpose of this invention. It provides automated notifications by tracking anomalies and customer complaints. A "System" is shown in the attached figure; Figure 1; Schematic view of the system that is the subject of the invention. 5 The parts shown in the figure are individually numbered, and these numbers correspond to... The corresponding answers are given below. 1. System 10 2. Electronic Devices 3. Interface 4. Server 5. Processor Traffic and customer complaint anomalies related to social media applications to detect, verify, and monitor these anomalies on the call center. The system in question, developed to ensure the reduction of the load (1); - exchanging data using any remote communication protocol at least one electronic device configured to perform (2), 20 - to be carried out on the electronic device (2), detected anomaly and to present warnings created based on increases in complaints at least one interface configured (3), - using any communication protocol with electronic devices (2) to establish a connection and through this established connection, the interface (3) and 25 staying in contact, operators, number of users, data social media application traffic data in the form of transfer amounts and customer complaints in terms of number of complaints and types of complaints. Collecting data every five minutes, “Downdetector.com” and Customer complaints from sources like “downdetector.web.tr” 30 at least one server configured to receive and transmit data (4), - obtained from historical data sets obtained via server (4) Using the traffic and complaint data collected, every five minutes The median expected traffic and complaint values ​​for the period is 5. to generate using calculation methods, expected values, actual values Comparing with traffic and complaint data, calculated using the median. the difference between expected values ​​and actual values To identify traffic and complaint anomalies by calculation, When anomalies are identified, a 10% response is given at both local and global levels. To check for malfunctions, visit "Downdetector.com". Integrated with “downdetector.web.tr” platforms, it offers global and monitoring increases in social media complaints at the local level, if The platforms “Downdetector.com” and “downdetector.web.tr” If there is an increase in complaints and a complaint across Türkiye is 15 If an anomaly is found, it is configured to generate an alarm, at least It contains a processor (5). The electronic device (2) in the system (1) which is the subject of the invention, any remote communication to exchange data using the protocol and have at least one 20 The application is configured to run. Electronic device (2), tablet, It is a device in the form of a desktop computer and / or a portable computer. Electronics device (2) to run the interface (3) and processor (5) on it is structured. Electronic device (2), located in the known state of the art. 25 Connecting to the server (4) using any remote communication protocol It is structured accordingly. The interface (3) in the system (1) which is the subject of the invention, on the electronic device (2) It is structured to be executed. The interface (3), detected anomalies and 30 to present warnings created based on increases in complaints. It is being structured. 6 The server (4) in the system in question (1) is located in the known state of the art. the field connects with electronic devices (2) using any communication protocol to establish and communicate with the interface (3) and processor (5) through this established connection It is configured to be in this state. Server (4), operators, user 5 social media application traffic data in the form of number and amount of data transfer, and Customer complaint data, including the number of complaints and types of complaints, is updated every five minutes. to gather them, “Downdetector.com” and “downdetector.web.tr” to receive customer complaint data from sources and transmit it to the processor (5) It is being structured. 10 The processor (5) located in the system (1) which is the subject of the invention, obtained from the server (4) Using traffic and complaint data obtained from historical datasets, every five Calculating the median of expected traffic and complaint values ​​for a minute-by-minute period. to generate expected values, actual traffic and complaint data using this method 15 It is structured to compare with the median. The processor (5) calculates with the median. By calculating the difference between expected and actual values, traffic and to identify complaint anomalies, and when anomalies are identified, both local and... It is configured to check for global-level malfunctions. The processor (5) uses the platforms “Downdetector.com” and “downdetector.web.tr” and 20 To monitor increases in social media complaints at global and local levels in an integrated manner. if you have a complaint on the "Downdetector.com" and "downdetector.web.tr" platforms If there is an increase and an anomaly in complaints across Türkiye, then it's alarming. It is configured to produce. The processor (5), if there is traffic and complaint If an anomaly is detected, and “Downdetector.com” and “downdetector.web.tr” 25 If the increase in complaints on these platforms also confirms this situation, then the call by enabling automated announcements for customer calls coming into the center To ensure that a malfunction related to the social media application is reported. It is structured accordingly. The processor (5) is designed to address the detected anomalies and the increase in complaints. Based on this, ensure that the relevant technical teams are automatically informed. 30 It is structured accordingly. 7 Industrial application of the invention In the system that is the subject of the invention (1) traffic and customers for social media applications Identifying complaint anomalies, verifying these anomalies, and call 5 This helps to reduce the load on the central hub. Based on these fundamental concepts, the subject of this meeting is "Social Media Traffic Anomalies". A system that tracks customer complaints and provides automated notifications. It is possible to develop a wide variety of applications related to (1)”, and the invention is herein 10 It cannot be limited to the examples given; it is essentially as stated in the claims.

Claims

8 REQUESTS 1. Traffic and customer complaints regarding social media applications. the detection of anomalies, the verification of these anomalies, and the call Developed to reduce the load on the central unit; 5 - exchanging data using any remote communication protocol at least one electronic device configured to perform (2), - to be carried out on the electronic device (2), detected anomaly and to present warnings created based on increases in complaints At least one interface configured (3), 10 - using any communication protocol with electronic devices (2) to establish a connection and through this established connection, the interface (3) staying in contact, operators, number of users, data social media application traffic data in the form of transfer amounts and customer complaints in the form of number of complaints and types of complaints 15 Collecting data every five minutes, “Downdetector.com” and Customer complaints from sources like “downdetector.web.tr” at least one server configured to receive and transmit data (4) containing and; - 20 obtained from historical datasets obtained via server (4) Using the traffic and complaint data collected, every five minutes median expected traffic and complaint values ​​for the period to generate using calculation methods, expected values, actual values Comparing with traffic and complaint data, calculated using the median. The difference between expected and actual values ​​is 25. To identify traffic and complaint anomalies by calculation, When anomalies are identified, a response is given at both local and global levels. To check for malfunctions, visit "Downdetector.com". Integrated with “downdetector.web.tr” platforms, it offers global and monitoring increases in social media complaints at the local level, if 30 The platforms “Downdetector.com” and “downdetector.web.tr” 9 If there is an increase in complaints and a complaint across Türkiye... If an anomaly is found, it is configured to generate an alarm, at least a system (1) characterized by a processor (5).

2. Data exchange using any remote communication protocol 5 to perform, to run at least one application on the tablet, a device in the form of a desktop computer and / or a portable computer A system like the one in Claim 1, characterized by an electronic device (2) (1).

3. 10 configured to run the interface (3) and the processor (5) on it an electronic device (2) characterized by a device such as in Claim 1 or 2 system (1).

4. Connect to the server (4) using any remote communication protocol. 15 characterized by the electronic device (2) configured to establish A system like the one in claim 3 (1).

5. Interface (3) configured to be run on electronic device (2) as in any of the above claims characterized by system (1). 20 6. Created based on the identified anomalies and increases in complaints. characterized by the interface (3) structured to present warnings a system like any of the above requests (1).

7. Using any communication protocol with the electronic device (2) to establish a connection and through this established connection the interface (3) and the processor Server configured to be in communication with (5) (4) as in any of the above characterized claims system (1). 30 8. Operators are asked to provide social media information such as the number of users and the amount of data transferred. Media application traffic data and number of complaints, types of complaints Collecting customer complaint data in this format every five minutes, 5 from sources such as “downdetector.com” and “downdetector.web.tr” to receive customer complaint data and transmit it to the processor (5) from the above requests characterized by the configured server (4) a system like any other (1).

9. Traffic obtained from historical datasets obtained from server (4) 10 and using complaint data, expected results for each five-minute period Generating traffic and complaint data using the median calculation method. Comparing expected values ​​with actual traffic and complaint data. The above is characterized by the processor (5) which is configured to do so. a system like any of the requests (1). 15 10. Expected values ​​and actual values ​​calculated using the median. Identifying traffic and complaint anomalies by calculating the difference between them. When anomalies are detected, it indicates a malfunction at both the local and global levels. 20 characterized by the processor (5) configured to check that it is not a system like any of the above-mentioned requests (1).

11. Integrated with “Downdetector.com” and “downdetector.web.tr” platforms. to monitor increases in social media complaints at both global and local levels, if you have 25 on the "Downdetector.com" and "downdetector.web.tr" platforms If there is an increase in complaints and a complaint anomaly across Türkiye... If present, it is characterized by the processor (5) configured to generate an alarm. a system like any of the above-mentioned requests (1). 11 12. If a traffic and complaint anomaly is detected and reported on “Downdetector.com” And the increase in complaints on platforms like “downdetector.web.tr” also points to this. If this confirms the situation, it automatically answers customer calls coming into the call center. by enabling an announcement to be made regarding the social media application Processor configured to report when a malfunction occurs (5) 5 as in any of the above claims characterized by system (1).

13. Based on the identified anomalies and increases in complaints, the relevant technical 10 configured to automatically notify teams in any of the above requests characterized by processor (5) such a system (1). 20 30

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