Patent ID: 11948117
Assignee: ACCENTURE GLOBAL SOLUTIONS LIMITED
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 13:
14. A system, comprising:
a memory having stored thereon executable instructions;
a processor circuitry in communication with the memory, the processor circuitry when executing the instructions configured to:
obtain service ticket data for service tickets processed by a plurality of service providers, each of the plurality of service providers comprising one or more service units, wherein a service ticket is transferred between service units of the plurality of service providers;
extract service unit record data for each service unit and ticket status change record data from the service ticket data;
aggregate the service unit record data and the ticket status change record data based on timing of transferring the service ticket between the service units;
calculate ticket level performance metric data for the plurality of service providers based on the aggregated record data;
generate ticket level performance scores for the plurality of service providers based on the ticket level performance metric data;
obtain service level performance metric data for the plurality of service providers;
generate service level performance scores for the plurality of service providers based on the service level performance metric data;
obtain service feedback performance metric data for the plurality of service providers;
generate service feedback performance scores for the plurality of service providers based on the service feedback metric data;
merge the ticket level performance metric data, the ticket level performance scores, the service level performance metric data, the service level performance scores, the service feedback performance metric data and the service feedback performance scores to generate a set of performance vectors; and
identify a first ranking engine and a second ranking engine to be executed by the processor circuitry, the first ranking engine comprises an unsupervised machine learning model trained to evaluate overall performance of a service provider, and the second ranking engine comprises an artificial neural network model trained to evaluate overall performance of a service provider;
compare evaluation accuracy of the first ranking engine with evaluation accuracy of the second ranking engine;
select an executing ranking engine from the first ranking engine and the second ranking engine based on a result of the comparison;
input the set of performance vectors into the executing ranking engine executed by the processor circuitry to evaluate overall performance of the plurality of service providers; and
display evaluation results of the overall performance of the plurality of service providers via a user interface;
in response to the first ranking engine being selected as the executing ranking engine, train the artificial neural network model in the second ranking engine with the evaluation results as training data.