System and method for warranty customization based on customer need and part failure rate

Patent metadata

Field	Value
Publication number	US-11978058-B2
Application number	US-202117409861-A
Country	US
Kind code	B2
Filing date	Aug 24, 2021
Priority date	Jul 23, 2021
Publication date	May 7, 2024
Grant date	May 7, 2024

Abstract

Systems and methods provide customers with a need-based warranty using a deep learning neural network. After categorizing, a customer need is mapped to a warranty type based on the SLA needs. Warranties may then be suggested based on customer need. In another embodiment, systems and methods detect an optimal warranty based on part failure and performance of a server. A mean time to resolve or replace can be minimized in future failure instances by comparing the derived replacement time with available warranty offerings to identify potential deviations and thereby recommend an optimal warranty from the available offerings. In a further embodiment, systems and methods identify and offer additional service contracts for vender services. A warranty proposer looks for warranty types that are emitted by a warranty-types analyzer and by a technical-support analyzer. The overlapping warranty offers are provided to customers.

First claim

What is claimed is:

1. A customized warranty system for providing a warranty solution to meet needs of a customer environment, comprising:
a processor; and
a memory coupled to the processor, the memory having program instructions stored thereon that, upon execution by the processor, cause the system to:
identify a customer need from a customer need category database based on environment settings for a customer device;
determine whether the customer need is met by a current warranty for the device;
identify a criticality from the customer need using, by a deep learning neural network algorithm, workloads and historical service requirements at a data center housing the customer device;
retrieve, from a warranty category database, a proposed warranty that matches the criticality using, by the deep learning neural network algorithm, the workloads and historical service requirements at the data center housing the customer device;
recommend the proposed warranty to the customer; and
provide warranty support, in accordance with the proposed warranty, in response to acceptance of the proposed by the customer, upon part failure in the customer device to replace one or more failed parts, and/or based on performance of the customer device to improve performance of the customer device.

2. The customized warranty system of claim 1 , wherein the deep learning neural network algorithm is trained for customer need categorization using one or more parameters selected from the group: products installed, redundancy, disaster recover enablement, virtual machine priorities, workload types, and alerts.

3. The customized warranty system of claim 2 , wherein the customer need comprises a critical, high, medium, or low Service Level Agreement (SLA) need.

4. The customized warranty system of claim 1 , wherein the deep learning neural network algorithm is trained for warranty categorization using one or more parameters selected from the group: products, warranty type, criticality, and support type.

5. The customized warranty system of claim 4 , wherein the criticality comprises a critical, high, medium, or low Service Level Agreement (SLA) need.

6. The customized warranty system of claim 1 , wherein the environment settings for the device comprise one or more of redundancy, disaster recover enablement, virtual machine priorities, workload types, and alert categories.

7. The customized warranty system of claim 1 , wherein the instructions, upon execution by the processor, further cause the system to:
if the customer need is not found in a customer need database, then updating the customer need database to include a new customer need, wherein a criticality is assigned to the new customer need based on vendor historical customer data.

8. The customized warranty system of claim 1 , wherein the instructions, upon execution by the processor, further cause the system to:
if a warranty for the criticality is not found in the warranty category database, then updating the warranty category database based on vendor historical customer data.

9. The customized warranty system of claim 1 , wherein identifying the criticality from the customer need using, by the deep learning neural network algorithm, workloads and historical service requirements at a data center housing the customer device further comprises monitoring the data center and computing an actual customer need through the deep learning neural network.

10. The customized warranty system of claim 9 , wherein:
monitoring the data center comprises scanning data center for customer devices that are installed but are not defined in a service management application; and
the deep learning neural network computes the actual customer need using parameters comprising one or more of redundancy and disaster recovery enablement, and virtual machine priorities to analyze unstated customer needs.

11. The customized warranty system of claim 10 , wherein the deep learning neural network uses the virtual machine priorities to analyze unstated customer needs by determining how critical workloads get precedence over other workloads to indirectly determine unstated customer needs.

12. The customized warranty system of claim 11 , wherein presence of high priority workloads result in higher unstated customer needs.

13. The customized warranty system of claim 11 , wherein workload types are analyzed by the deep learning neural network in conjunction with the virtual machine priorities to determine unstated customer hardware needs.

14. The customized warranty system of claim 11 , wherein a predetermined number of one alert category is used by the deep learning neural network to determine the unstated customer needs.

15. A method for providing a customized warranty solution to meet needs of a customer environment, comprising:
identifying, by an Information Handling System (IHS), a customer need from a customer need category database based on environment settings for a customer device;
determining, by the IHS, whether the customer need is met by a current warranty for the device;
identifying, by the IHS using a deep learning neural network algorithm, a criticality from the customer need, based on workloads and historical service requirements at a data center housing the customer device;
retrieving, by the IHS using the deep learning neural network algorithm, from a warranty category database, a proposed warranty that matches the criticality, based on the workloads and historical service requirements at the data center housing the customer device;
recommending, by the IHS, the proposed warranty to the customer; and
providing, through the IHS, warranty support, in accordance with the proposed warranty, in response to acceptance of the proposed by the customer, upon part failure in the customer device to replace one or more failed parts, and/or based on performance of the customer device to improve performance of the customer device.

16. The method of claim 15 , wherein identifying the criticality from the customer need using, by the deep learning neural network algorithm, workloads and historical service requirements at a data center housing the customer device further comprising monitoring the data center and computing an actual customer need through the deep learning neural network.

17. The method of claim 16 , wherein:
monitoring the data center comprises scanning data center for customer devices that are installed but are not defined in a service management application; and
the deep learning neural network computes the actual customer need using:
parameters comprising one or more of redundancy and disaster recovery enablement; and
virtual machine priorities, by determining how critical workloads get precedence over other workloads to indirectly determine unstated customer needs.

18. A non-transitory computer readable medium comprising program instructions stored thereon that, upon execution by an Information Handling System (IHS), cause the IHS to:
identify a customer need from a customer need category database based on environment settings for a customer device;
determine whether the customer need is met by a current warranty for the device;
identify, by a deep learning neural network algorithm using workloads and historical service requirements at a data center housing the customer device, a criticality from the customer need;
retrieve, from a warranty category database, a proposed warranty that matches the criticality using, by the deep learning neural network algorithm, the workloads and historical service requirements at the dat

Assignees

• Dell Products Lp

Inventors

• Ganesan Vaideeswaran
• R chandrasekhar
• Ms Rekha
• Babu Harish
• Lalgoudar Praveen
• S Nikhil
• Varadharajan Pandiyan
• Velamuri Rushyendra
• Arora Nidhi Kant
• Pai Sandeep Venkatesh

Classifications

• G06Q30/012 Primary

  Providing warranty services · CPC title

• G06Q30/0207 Primary

  Discounts or incentives, e.g. coupons or rebates · CPC title

• H04L41/5012

  determining service availability, e.g. which services are available at a certain point in time · CPC title

• H04L41/5016

  based on statistics of service availability, e.g. in percentage or over a given time · CPC title

• H04L43/0805

  by checking availability · CPC title