公开(公告)号：US20170262868A1

公开(公告)日：2017-09-14

申请号：US15064642

申请日：2016-03-09

Applicant: XEROX CORPORATION

Inventor： Geetha Manjunath ,  Avinash Sharma ,  Narayanan Unny Edakunni ,  Divanshu Gupta ,  Manoj Gupta ,  Shruti Kunde ,  Rong Zhou

IPC: G06Q30/02 ,  G06F17/30 ,  G06Q30/00

CPC classification number: G06Q30/0201 ,  G06F16/3344 ,  G06F16/8358 ,  G06F16/9024 ,  G06F16/90335 ,  G06F16/9038 ,  G06F16/907 ,  G06Q30/016

Abstract: A method and a system are provided to derive one or more observations between a plurality of parameters in customer care data. The method includes receiving customer care data from a plurality of data sources. Thereafter the customer care data is transformed to create a plurality of data structures utilizing one or more semantic web protocols. The plurality of data structures represents a relationship between one or more parameters in the customer care data. Thereafter a subset of data structures is extracted from the plurality of data structures based on a query received via a query interface. One or more graph analytics techniques are applied on the subset of data structures to determine one or more observations associated with the subset of data structures. Thereafter the one or more observations pertaining to the subset of data structures are displayed on a display screen.

公开(公告)号：US20170032391A1

公开(公告)日：2017-02-02

申请号：US14810508

申请日：2015-07-28

Applicant: XEROX CORPORATION

Inventor： Avinash Sharma ,  Narendra Annamaneni ,  Divanshu Gupta ,  Geetha Manjunath

IPC: G06Q30/02

CPC classification number: G06Q30/0202 ,  G06Q30/0204 ,  G06Q50/01

Abstract: A method and a system are provided for customer churn prediction. The method includes creating a graph comprising a plurality of nodes and a plurality of edges. At least one edge of the plurality of edges in the graph connects more than two nodes of the plurality of nodes. Each of the plurality of nodes represents a customer. Thereafter, a similarity matrix representative of a similarity between each of a plurality of customers is determined based on the graph. Further, the similarity matrix is decomposed into a first matrix and a second matrix. A third matrix is determined based on the first matrix, the second matrix, and a scaling parameter. The third matrix is utilized to identify a set of potential churn customers from the plurality of customers. Thereafter, the set of potential churn customers is presented on a user-computing device.

Abstract translation: 提供了一种用于客户流失预测的方法和系统。 该方法包括创建包括多个节点和多个边缘的图形。 图中的多个边缘的至少一个边缘连接多个节点的多于两个节点。 多个节点中的每一个代表客户。 此后，基于该图来确定表示多个客户中的每一个之间的相似度的相似度矩阵。 此外，相似性矩阵被分解为第一矩阵和第二矩阵。 基于第一矩阵，第二矩阵和缩放参数来确定第三矩阵。 第三矩阵用于识别来自多个客户的一组潜在的流失客户。 此后，一组潜在的流失客户被呈现在用户计算设备上。