Issue response and prediction

Patent metadata

Field	Value
Publication number	US-9684904-B2
Application number	US-201414551042-A
Country	US
Kind code	B2
Filing date	Nov 23, 2014
Priority date	Jun 19, 2014
Publication date	Jun 20, 2017
Grant date	Jun 20, 2017

Abstract

Systems and methods of presentation of a response related to a dispute element are herein disclosed. A request from a device associated with a first user is received. The request including a request to access a customer service page with information related to a transaction between the first user and a second user. Transaction characteristics of the transaction and user characteristics of the first user may be identified. A dispute element associated with the transaction is detected based on the transaction characteristics and the user characteristics of the first user. A response related to the detected dispute element is generated. Presentation of the response related to the detected dispute element is caused.

First claim

What is claimed is:

1. A method comprising:
receiving a request from a device associated with a first user, the request including a request to access a customer service page with information related to a transaction between the first user and a second user;
identifying transaction characteristics of the transaction between the first user and the second user and user characteristics of the first user;
detecting, using one or more processors, a dispute element associated with the transaction between the first user and the second user based on the transaction characteristics and the user characteristics of the first user;
generating a response related to the detected dispute element; and
causing presentation of the response related to the detected dispute element on the device associated with the first user, wherein the presentation of the response related to the detected dispute element is caused without receiving information about the dispute element from the device associated with the first user.

2. The method of claim 1 further comprising:
causing presentation of the customer service page on the device associated with the first user in response to the request; and
receiving browsing activity of the first user with the customer service page from the device associated with the first user, and wherein the detecting the dispute element is further based on the received browsing activity of the first user with the customer service page.

3. The method of claim 1 , wherein the identifying the user characteristics of the first user includes determining a frequency at which the first user engages in transactions with other users.

4. The method of claim 1 , wherein the identifying the transaction characteristics of the transaction includes identifying an event that occurs during the transaction.

5. The method of claim 1 , wherein the identifying the user characteristics of the first user includes identifying behavior of the first user in previous transactions.

6. The method of claim 1 further comprising:
identifying a rule that indicates pre-defined criteria corresponding to the dispute element, and wherein the detecting the dispute element includes determining that at least one of the transaction characteristics or the user characteristics match with the pre-defined criteria.

7. The method of claim 1 , wherein the detecting the dispute element based on the transaction characteristics and the user characteristics includes calculating a value that represents a probability that the dispute element corresponds to the received request.

8. The method of claim 7 , wherein the detecting the dispute element based on the transaction characteristics and the user characteristics includes assigning weights to each of the transaction characteristics and the user characteristics, and wherein the calculating the value is based on the assigned weights.

9. The method of claim 1 , wherein the generating the response includes generating an indication that is displayed on a portion of the customer service page that corresponds to the detected dispute element.

10. The method of claim 1 , wherein the generating the response includes generating a description of a solution that includes instructions on how to resolve the detected dispute element.

11. The method of claim 1 , wherein the generating the response includes generating a picture of an item associated with the transaction between the first user and the second user.

12. The method of claim 1 , wherein, further comprising:
receiving feedback regarding the second user in a previous transaction, and wherein the detecting the dispute element is further based on the feedback regarding the second user in the previous transaction.

13. A system comprising:
a reception module configured to receive a request from a device associated with a first user, the request including a request to access a customer service page with information related to a transaction between the first user and a second user;
an identification module configured to identify transaction characteristics of the transaction between the first user and the second user and user characteristics of the first user;
an issue detection module configured to detect a dispute element associated with the transaction between the first user and the second user based on the transaction characteristics and the user characteristics of the first user;
a generation module configured to generate a response related to the detected dispute element; and
a presentation module configured to cause presentation of the response related to the detected dispute element on the device associated with the first user, wherein the presentation of the response related to the detected dispute element is caused without receiving information about the dispute element from the device associated with the first user.

14. The system of claim 13 , wherein the presentation module is further configured to cause presentation of the customer service page on the device associated with the first user in response to the request, and wherein the reception module is further configured to receive browsing activity of the first user with the customer service page from the device associated with the first user, and wherein the issue detection module is further configured to detect the dispute element based on the received browsing activity of the first user with the customer service page.

15. The system of claim 13 , wherein the identification module is further configured to determine a frequency at which the first user engages in transactions with other users.

16. The system of claim 13 , wherein the identification module is further configured to identify a rule that indicated pre-defined criteria corresponding to the dispute element, and wherein the issue detection module is further configured to determine that at least one of the transaction characteristics or the user characteristics match with the pre-defined criteria.

17. The system of claim 13 , wherein the generation module is further configured to generate an indication that is displayed on a portion of the customer service page that corresponds to the detected dispute element.

18. A non-transitory machine-readable medium storing instructions that, when executed by one or more processors of a machine, cause the machine to perform operations comprising:
receiving a request from a device associated with a first user, the request including a request to access a customer service page with information related to a transaction between the first user and a second user;
identifying transaction characteristics of the transaction between the first user and the second user and user characteristics of the first user;
detecting a dispute element associated with the transaction between the first user and the second user based on the transaction characteristics and the user characteristics of the first user;
generating a response related to the detected dispute element; and
causing presentation of the response related to the detected dispute element on the device associated with the first user, wherein the presentation of the response related to the detected dispute element is caused without receiving information about the dispute element from the device associated with the first user.

Assignees

• Ebay Inc

Inventors

• Wen Ping
• Bustos Albert
• Nemazie Baback
• Kannan Prakasam
• Ali Shahid
• Tooman Brenda

Classifications

• G06Q30/016 Primary

  After-sales · CPC title