The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 24, 2023
Filed:
May. 07, 2021
Sap SE, Walldorf, DE;
Rahul Tiwari, Bengaluru, IN;
Devashish Biswas, Haridwar, IN;
SAP SE, Walldorf, DE;
Abstract
A technology for assessing client experience in incident management can be implemented. The technology can fetch an event log entry from a first database comprising a plurality of event log entries generated by a client, wherein the event log entry is associated with a timestamp, an event descriptor, and a prescribed target time to close the event log entry. The technology can extract a communication message sent by the client from the event descriptor, determine a polarity score based on sentiment analysis of the communication message, determine a client experience index (CEI) based on the polarity score, save the CEI in an event record in a second database, determine an aggregated CEI based on an average of a plurality of CEIs determined for the corresponding plurality of event log entries, and output the aggregated CEI.