Xerox Corporation

Shi Zhao

Sudhendu Rai

Shanmuga-Nathan Gnanasambandam

Wei Hua Peng

Han Ye

Gueyoung Jung

Andres Quiroz Hernandez

Diane Marie Foley

Haengju Lee

Changjun Wu

James J Quackenbush

Amarnath Purohit

Gary Morey

David Cacciola

David Thomas Ashby

William Voll

Methods and systems of performing data mining may include receiving a plurality of web log records and a plurality of call log records; associating one or more web log records with a call log record, wherein the associated user for each of the associated one or more web log records and the call log record are the same; identifying one or more patterns among the web log records for the plurality of call log records, wherein each pattern comprises one or more web accesses, a time stamp at which each of the one or more web accesses is performed and the call topic for the call log record; identifying one or more web log records associated with a new call, and predicting a call topic for the new call based on at least one pattern and the one or more web log records.

Systems and methods for behavioral pattern mining

A method and system for processing informational items originating from a plurality of information sources into a derived document for topical analysis thereof. Informational items are collated from a one of the sources in accordance with a predetermined plurality of relevant attributes and a key property value of common to select ones of the relevant attributes. Informational items are then grouped from the plurality of sources associated with the key common property value to form a document, wherein the informational items therein are marked on the informational source thereof. The document is then analyzed for topical identification.

Multi-source contextual information item grouping for document analysis

A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.

Methods and systems for assessing the efficiency of call center operations

In some aspects of the present application, a method for identifying significant events related to machine problems. The method includes receiving one or more machine problems; determining one or more machine problem classifications based on the one or more machine problems; generating a probability distribution that the one or more machines problems are related to the one more machine problem classifications; determining if one or more events are associated with the one or more machine problems during a predetermined time interval; and determining if the one or more events are significantly related to the one or more machine problem classifications using a statistical algorithm.

Identification of significant sequences of fault codes by statistical hypothesis testing

A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.

Call center issue resolution estimation based on probabilistic models

A method of estimating the cost of a target print job may include identifying a target print job having a document type and one or more attributes, for each attribute of the target print job, determining a correlation between the attribute and a cost of the target print job using a plurality of historical print jobs associated with the document type, and identifying one or more of the attributes as cost drivers based on the correlation of the attribute to the cost of the target print job. The method may include identifying one or more relevant historical print jobs from the plurality of historical print jobs based on values for the identified cost drivers, estimating a cost of the target print job using the one or more relevant historical print jobs, and displaying the estimated cost associated with the target print job.

System and method of estimating the cost of a print job

A method of recommending vendors to bid on a print job may include identifying a print job for which a recommendation of vendors to bid on the print job is desired and identifying one or more vendors as potential bidders for the print job. The method may include, for each identified vendor, determining, by a computing device, a bidding probability associated with the vendor, a winning probability associated with the vendor, a recommendation probability associated with the vendor, and identifying the vendor as a recommended vendor based on the associated recommendation probability. The method may include notifying a user of the recommended vendors.

Methods and systems for recommending vendors to submit bids for a print job

A system for determining price models of a print market port including a processor and a computer-readable storage medium in communication with the processor, wherein the computer-readable storage medium comprises one or more programming instructions for: partitioning a job dataset into a plurality of categories, each of the plurality of categories having a pricing model; determining one or more factors within the job dataset that influence a price of each job; developing an input/output model for each job in the job dataset that influences the price of the job; performing an iteration to compute a prediction error for each job in the job dataset that influences the price of the job; removing one or more jobs from a subsequent iteration that include prediction errors that exceed a prediction error threshold; and performing a plurality of iterations on remaining jobs until a predetermined average error prediction is reached.

System for selecting an optimal sample set of jobs for determining price models for a print market port

A remote diagnostic system and method based on device data classification. Device diagnostic data with respect to a device can be acquired and a conditional probability look up table can be constructed for each fault code associated with the device diagnostic data by a classification module. A score function can then be created by summing the conditional probabilities and an occurrence of the fault code can be mapped to a service call category with a numerically highest score function. The fault occurrence data in association with a number of time stamps and device identifiers can be stored in a data warehouse. The occurrence of fault code can be matched with respect to a solution set which can be automatically dispatched to a customer via a communications link.

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Rochester, NY, United States of America

Shi Zhao