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

Claim 0:
1. A method comprising:
obtaining, with a processor circuitry, 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;
extracting, with the processor circuitry, service unit record data for each service unit and ticket status change record data from the service ticket data;
aggregating, with the processor circuitry, the service unit record data and the ticket status change record data based on timing of transferring the service ticket between the service units;
calculating, with the processor circuitry, ticket level performance metric data for the plurality of service providers based on the aggregated record data;
generating, with the processor circuitry, ticket level performance scores for the plurality of service providers based on the ticket level performance metric data;
obtaining, with the processor circuitry, service level performance metric data for the plurality of service providers;
generating, with the processor circuitry, service level performance scores for the plurality of service providers based on the service level performance metric data;
obtaining, with the processor circuitry, service feedback performance metric data for the plurality of service providers;
generating, with the processor circuitry, service feedback performance scores for the plurality of service providers based on the service feedback metric data;
merging, with the processor circuitry, 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
identifying, with the processor circuitry, 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;
comparing, with the processor circuitry, evaluation accuracy of the first ranking engine with evaluation accuracy of the second ranking engine;
selecting, with the processor circuitry, an executing ranking engine from the first ranking engine and the second ranking engine based on a result of the comparison;
inputting, with the processor circuitry, 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
displaying, with the processor circuitry, 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, training, with the processor circuitry, the artificial neural network model in the second ranking engine with evaluation results outputted by the first ranking engine as training data.