International Business Machines Corporation

Raymund J R Lin

Amnon Ribak

Yoav Rubin

Susan L Spraragen

A system for describing and analyzing service-related human experience in organizational or commercial environments based on a hierarchical model of needs (e.g. Maslow's hierarchy of needs) is provided herein. The system may include a classifier configured to classify experience states based on a predefined hierarchical model of needs, to yield a classification; a modeler configured to model a real-life environment into a model that includes a set of process instances associated with users; and an experience notation generator configured to: extract experience-related data associated with the users from the model, based on the classification; and represent the experience-related data of each one of the process instance as a non-textual time series, based on the classification. Optionally, the time series may be used to produce reports using an analyzer. The reports may be applied to a remedy engine to generate recommendations for improving the human experience.

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Taipei, Taiwan

Raymund J R Lin