Claims:1. An executive assignment system for real time assignment of at least one field executive of one or more field executives for performing servicing of at least one device of one or more devices, the executive assignment system comprising:
a collection module in a processor of the executive assignment system, the collection module being configured for collecting a first set of information associated with each of the one or more field executives in real time and wherein each of the one or more field executives being associated with a baseline score;
a creation module in the processor of the executive assignment system, the creation module being configured for creating an executive profile for each of the one or more field executives, wherein the executive profile being created based on the first set of information associated with the one or more field executives;
a receiving module in the processor of the executive assignment system, the receiving module being configured for receiving a service request from a user of one or more users for servicing of a device of the one or more devices associated with the user, wherein the service request being received in real time;
a selection module in the processor of the executive assignment system, the selection module being configured for selecting a first set of field executives of the one or more field executives capable of handling the service request for the device of the one or more devices, wherein the first set of field executives being selected based on the first set of information associated with the one or more field executives;
an analyzing engine in the processor of the executive assignment system, the analyzing engine being configured for analyzing a second set of information associated with the first set of field executives, wherein the second set of information corresponds to a real time status information associated with the first set of field executives; and
an assignment module in the processor of the executive assignment system, the assignment module being configured for assigning at least one field executive of the first set of field executives for performing the servicing of the device of the one or more devices associated with the user of the one or more users, wherein the assignment being done based on the analysis of the second set of information and wherein the assignment being done in real time and wherein the at least one field executive being assigned based on a maximum number of request handling capacity, a weightage assigned to the first set of field executives and a choice of the user based on a real time recommendation of the at least one field executive, an efficiency score, a fraud detection score and a pre-defined criteria.
2. The executive assignment system as recited in claim 1, further comprising a segregation module in the processor of the executive assignment system, the segregation module being configured for segregating each field executive of the one or more field executives based on the first set of information.
3. The executive assignment system as recited in claim 1, wherein the first set of information comprises a profile information of the one or more field executives and information related to past experience, wherein the first set of information comprises a name, an age, gender, e-mail address, phone number, one or more skills, an area of expertise, one or more issues skilled to handle, ability to handle stock keeping unit associated with the one or more devices, a type of request capable to handle, average time taken to finish a job in past, a turnaround time, number of service requests handled, a customer rating and the maximum number of requests capable to handle in a day.
4. The executive assignment system as recited in claim 1, wherein the first set of field executives being selected based on a matching of a set of data of the first set of information with one or more issues associated with the device of the one or more devices, wherein the set of data comprises the one or more skills, the area of expertise, the one or more issues skilled to handle and the type of request capable to handle.
5. The executive assignment system as recited in claim 1, wherein the second set of information comprises a current location of the first set of field executives at time of the service request, an availability status of the first set of field executives in real time at the time of the service request, number of service requests under progress in the real time, number of service requests accepted by the first set of field executives and a range of time of a day during which the first set of field executives operate.
6. The executive assignment system as recited in claim 1, wherein the pre-defined criteria comprises a number of other devices added by the first set of field executives for a user at time service request handling in past, a maximum number of reminders received for the first set of field executives in the past, securing customer rating within 24 hours of completion of service request in the past, completion of service request within maximum pre-defined time limit, number of service request rejections made by the first set of field executives, total number of requests assigned to other field executives, an upper limit of service requests to be handled by the first set of field executives and a lower limit of service requests to be handled by the first set of field executives and wherein the maximum pre-defined time limit being defined by the first set of field executives based on a type of request.
7. The executive assignment system as recited in claim 1, wherein the weightage and the efficiency score being assigned based on the first set of information, the second set of information, the pre-defined criteria and manual requests assigned to the first set of field executives and wherein the fraud detection score being assigned based on the customer rating, number of customer escalations, highest number of request cancellations, frequency of logging out of service management application during working hours, higher number of discounts provided to customers and determination of unrealistic turnaround time for the first set of field executives and wherein the baseline score being set when a new field executive being hired, wherein the baseline score being set based on a total number of jobs completed in past, maximum productivity per day and an area of operation and wherein the baseline score being set for allowing reasonable chance of job assignment to the new field executive.
8. The executive assignment system as recited in claim 1, further comprising a prediction module in the processor of the executive assignment system, the prediction module being configured for predicting one or more top field executives for service requests in future, wherein the prediction being done for prediction of future attendance and time to accept a service request based on past history of the one or more field executives and ability to handle an assigned request.
9. The executive assignment system as recited in claim 1, further comprising an updating module in the processor of the executive assignment system, the updating module being configured for updating the first set of information, the second set of information, the baseline score, the efficiency score, the one or more top field executives, the weightage, the fraud detection score, the service request, the assigned field executive, the executive profile and the pre-defined criteria.
10. The executive assignment system as recited in claim 1, further comprising a database in the processor of the executive assignment system, the database being configured for storing the first set of information, the second set of information, the efficiency score, the one or more top field executives, the weightage, the fraud detection score, the service request, the assigned field executive, the executive profile and the pre-defined criteria.
, Description:TECHNICAL FIELD
[0001] The present invention relates to the field of device management system and, in particular, relates to a system for assignment of field executives for servicing of devices in real time.
BACKGROUND
[0002] With the advent in technological advancements over the last few years, a whole new range of devices are available in the market today. These devices are persistently utilized by customers throughout the day for performing a number of tasks. In general, these devices are found inside premises of the customers. These devices include various portable devices, electrical devices and various other types of devices. In an example, these devices include smart phone, television, washing machine, laptop, air conditioner, water purifier, refrigerator and the like. Typically, these devices are prone to facing technical problems, physical problems and other problems from time to time. So, each customer or user wants to ensure proper maintenance and working of their devices after a fixed period of time. These devices need to be serviced from time to time for continuous and unhindered functioning. Several systems are available in the art which allow the customers to get their devices repaired or perform the maintenance of their devices. These systems do not address the issue of selection of right engineer for the job, past history of servicing and interaction of the technicians with the customers.
SUMMARY
[0003] In an aspect, the present disclosure provides an executive assignment system for real time assignment of at least one field executive of one or more field executives. The assignment is done for performing servicing of at least one device of one or more devices. The executive assignment system includes a collection module in a processor. The collection module collects a first set of information associated with each of the one or more field executives in real time. In addition, the executive assignment system includes a creation module in the processor. The creation module creates an executive profile for each of the one or more field executives. Moreover, the executive assignment system includes a receiving module in the processor. The receiving module receives a service request from a user of one or more users for servicing of a device of the one or more devices associated with the user. Further, the executive assignment system includes a selection module in the processor. The selection module selects a first set of field executives of the one or more field executives capable of handling the service request for the device of the one or more devices. Furthermore, the executive assignment system includes an analyzing engine in the processor. The analyzing engine analyzes a second set of information associated with the first set of field executives. Also, the executive assignment system includes an assignment module in the processor. The assignment module assigns at least one field executive of the first set of field executives for performing the servicing of the device of the one or more devices associated with the user of the one or more users.
BRIEF DESCRIPTION OF THE FIGURES
[0004] FIG. 1Aand FIG. 1Billustrate a general overview of a system for real time assignment of one or more field executives for servicing of one or more devices, in accordance with various embodiments of the present disclosure;
[0005] FIG. 2 illustrates a block diagram of an executive assignment system, in accordance with various embodiments of the present disclosure;
[0006] FIG. 3 illustrates a block diagram showing an algorithm for the real time assignment of the one or more field executives, in accordance with various embodiments of the present disclosure; and
[0007] FIG. 4illustrates a block diagram of a computing device, in accordance with various embodiments of the present disclosure.
DETAILED DESCRIPTION
[0008] FIG. 1A illustrates a general overview of a system 100for real time assignment of one or more field executives for servicing of products, in accordance with various embodiments of the present disclosure. The system 100illustrates an interaction between various elements for performing the assignment of the one or more field executives. The system 100assists one or more users to get the products serviced or repaired by top field executives. In addition, the system 100assists the one or more users in servicing the products on timely basis. Going further, the system 100 includes one or more devices 106, a communication network 108, a device management system 110, an executive recommendation system 112 and a main server 114. In addition, the system 100includes one or more portable communication devices 118. The above stated elements of the system 100 collectively enable assignment of the one or more field executives for the servicing of the products in the real time. In addition, the servicing of the products corresponds to resolving any technical or non-technical issues encountered in the products or maintenance of the products on timely basis. In an example, a display of a smartphone not functioning properly or damage to a screen of a laptop or normal servicing of an air conditioner after a period of time.
[0009] The one or more devices 106are associated with a user 104. The user 104 is located inside a facility102 in real time. In an embodiment of the present disclosure, the user 104 may not be located inside the facility 102in real time. The facility 102 corresponds to any place, venue, indoor location and the like. In addition, the facility 102 belongs to the user 104. The user 104 is an owner of the facility 102. In an embodiment of the present disclosure, the facility 102 may not belong to the user 104. Examples of the facility 102 include but may not be limited to a residential facility, office, factory and the like. Further, the facility 102 includes the one or more devices 106. The one or more devices 106 are located inside the facility 102 in real time. In an embodiment of the present disclosure, a number of devices of the one or more devices 106 are present inside the facility 102 in real time. The user 104 may be any person or individual looking to get at least one device of the one or more devices 106 serviced from professionals. In an embodiment of the present disclosure, the user 104 may want to get the products serviced based on a real time recommendation by the device management system 110 (explained below in the patent application). The user 104 is associated with the one or more devices 106. The user 104 is an owner of each of the one or more devices 106. In an embodiment of the present disclosure, the user 104 may not be the owner of each of the one or more devices 106. Also, the user 104 wants to keep track of a current working condition of each of the one or more devices 106. The user 104 wants to ensure the servicing of the one or more devices 106on time for continuous and efficient working of the one or more devices 106.
[0010] Further, the user 104wants to seek information related to the working of the one or more devices 106from a remote location. Each of the one or more devices 106 includes one or more devices utilized by the user 104on a consistent basis. In addition, the one or more devices 106 include various household devices required for performing various day to day tasks. Moreover, the one or more devices 106 include one or more fixed devices 106a and one or more portable devices 106b. The one or more fixed devices 106aare fixed at one place inside the facility 102. In addition, some of the devices of the one or more fixed devices 106a are movable inside the facility 102only.The one or more fixed devices 106a are operable inside the facility 102 only due to constant need of electricity. The one or more portable devices 106b can be moved from one place to another and inside and outside of the facility 102. In addition, the one or more portable devices 106b include one or more portable communication devices. Moreover, the one or more devices 106 include one or more electronic devices, one or more electrical devices and various other types of devices. The one or more devices 106 include but may not be limited to smart phone, television, air conditioner, washing machine, refrigerator, laptop, desktop computer, water purifier, microwave, digital camera, router, printer, audio devices. Each of the one or more devices 106 consumes a specific amount of electrical energy for operation in real time.
[0011] Each of the one or more devices 106is associated with a brand. In addition, each of the one or more devices 106has a specific price. In general, the user 104is interested in buying devices in a specific price range. Also, the user 104 gives preference to a particular brand of products. In an example, the user 104 is interested in buying smart phones in a range of 10000-15000. In another example, the user 104 is interested in buying air conditioner of Voltas or a Dell laptop. Further, the user 104 is interested in buying a specific category of products in real time. In an example, the user 104is interested in buying a 32 inch LED television. Furthermore, each of the one or more devices 106has a pre-determined period of time after which the one or more devices 106 should be serviced. The pre-determined period of time corresponds to a service period recommended by a manufacturer of the one or more devices 106. In an example, an air conditioner should be serviced after every six months. In addition, a number of devices of the one or more devices 106 require servicing in case of any technical problem or any other problem encountered in real time. In an example, a display screen of a smart phone is broken or a laptop may not be functioning properly or any other technical or non-technical problem in the working of the one or more devices 106.
[0012] The user 104 is associated with a portable communication device. The portable communication device is a part of the one or more devices 106. In an example, the portable communication device is a smart phone. In another example, the portable communication device is a tablet. In yet another example, the portable communication device is an electronic wearable device. The user 104 accesses the portable communication device in real time. In addition, the portable communication device includes an application installed on the portable communication device. The portable communication device is utilized for viewing a status of the one or more devices 106 in real time. The status is accessible through the application dedicated for management of the one or more devices 106.The portable communication device is connected to the internet in real time. Further, the portable communication device is associated with a specific type of operating system. The specific type of operating system includes an android operating system, a windows operating system, a mac operating system and the like. Moreover, the portable communication device is connected to the internet through the communication network. Further, the portable communication device is connected to the internet through a data connection provided by a telecom service provider. The telecom service provider is associated with a subscriber identification module card located inside the portable communication device. Furthermore, the portable communication device may be connected to the internet through a WiFi connection.
[0013] The portable communication device is associated with the device management system 110. In addition, the portable communication device is associated with the device management system 110 through the communication network 108. The device management system 110 includes the executive assignment system 112. Moreover, the portable communication device is associated with the executive assignment system 112. In an embodiment of the present disclosure, the communication network 108 enables the portable communication device to gain access to the internet. Moreover, the communication network 108 provides a medium for transfer of information between the portable communication device and the device management system 112. Also, the communication network 110 provides a medium for transfer of information between the portable communication device 108 and the executive assignment system 112.
[0014] Further, the one or more portable communication devices 118 are associated with the executive assignment system 112. In addition, the one or more portable communication devices 118 are associated with a corresponding one or more field executives 120. In an embodiment of the present disclosure, each field executive of the one or more field executives 120 is associated with a corresponding portable communication device of the one or more portable communication devices 118. Each of the one or more field executives 120is a person or an individual having an expertise in resolving issues related to a specific type of device. In addition, a field executive may have an expertise is resolving issues related to different types of devices. The one or more field executives 120 are registered on the platform associated with the device management system 110. In an embodiment of the present disclosure, the one or more field executives 120access the device management platform through an application installed on the corresponding one or more portable communication devices 118. The application provides a dedicated platform for responding to real time requests of the one or more users for servicing of the products. The one or more portable communication devices118 are connected to the internet in real time. Further, the one or more portable communication devices 118are associated with a specific type of operating system. The specific type of operating system includes an android operating system, a windows operating system, a mac operating system and the like.
[0015] The application installed on the one or more portable communication devices118is dedicated specially for the one or more field executives 120. Further, the one or more field executives 120access the application on the corresponding one or more portable communication devices 118 in real time. The application is accessed whenever any request for service or repairing is received (provided below in the patent application).The device management system 110is a platform for real time management of the one or more devices 106 of the user 104. In addition, the device management system 110 is a single platform for managing all the devices located inside the facility 102 in the real time. Moreover, the user 104 accesses the device management system 110 through the application installed on the portable communication device. Further, the device management system 110 includes the executive assignment system 112. The executive assignment system 112 performs the real time assignment of the one or more field executives 120for the servicing of the one or more devices 106. In addition, the executive assignment system 112assigns the one or more field executives 120 based on a profile and real time status associated with the one or more field executives 120(mentioned in detail below in the patent application).
[0016] Further, the executive assignment system 112assigns top rated field executives based on performance and feedback by customers in past. The executive assignment system 112 ensures best field executives are dispatched for completion of service requests in time and providing top notch service quality. Further, the device management system 110 is associated with the main server 114. In addition, the executive assignment system 112 is associated with the main server 114. In an embodiment of the present disclosure, the device management system 110 is located in the main server 114. In another embodiment of the present disclosure, the device management system 110is located in the portable communication device. The main server 114handles each operation and task performed by the device management system 110 and the executive assignment system 112. The main server 114stores one or more instructions for performing the various operations of the device management system 110 and the executive assignment system 112. The main server 114 is located remotely from the facility 102.The device management system 110 and the executive assignment system 112are associated with the administrator 116. The administrator 116 is any person or individual who monitors the working of the device management system 110 and the executive assignment system 112 in real time. The administrator 116 monitors the working of the device management system 110 and the executive assignment system 112 through a portable communication device. The portable communication device includes a laptop, a desktop computer, a tablet, a personal digital assistant and the like.
[0017] It may be noted that in FIG. 1A and FIG. 1B, the user 104is associated with the one or more devices 106; however, a person skilled in the art would appreciate that there are more number of users associated with more number of devices. Also, it may be noted that in FIG. 1A and FIG. 1B, the executive assignment system 112assigns the one or more field executives 120 based on a service request from the user 104; however, a person skilled in the art would appreciate that the executive assignment system 112assigns the one or more field executives 120 for more number of users.
[0018] FIG. 2 illustrates a block diagram 200 of the executive assignment system 112, in accordance with various embodiments of the present disclosure. It may be noted that to explain the system elements of the FIG. 2, references will be made to the system elements of the FIG. 1A and FIG. 1B. The block diagram 200illustrates one or more components of the executive assignment system 112. The one or more components of the executive assignment system 112include a collection module 202, a creation module 204, a segregation module 206, a receiving module 208 and a selection module 210. In addition, the one or more components includeananalyzingengine212, an assignment module 214, a prediction module 216, an updating module 218 and a database 220. The above stated components of the executive assignment system 112 enable the assignment of at least one field executive for the servicing of a device of the one or more devices 106in the real time. The user 104 accesses the application associated with the device management system 110 on the portable communication device. The device management system 110 registers the user 104 on the device management platform. The user 104 is registered based on a set of data associated with the user 104of the one or more users in real time. In addition, the set of data is provided by the user 104 in the real time. The set of data corresponds to demographic information associated with the user 104. Moreover, the set of data includes name, age, gender, address, mobile number, a current location and an e-mail address of the user104.In an embodiment of the present disclosure, the set of data is collected for registration of the user 104 on the device management platform.
[0019] Further, the device management system 110gathers another set of data associated with the one or more devices 106 in real time. Each of the one or more devices 106 is associated with the user 104of the one or more users. In an embodiment of the present disclosure, the set of data for each of the one or more devices 106is manually provided by the user 104 in the real time. In an embodiment of the present disclosure, the device management system 110prompts the user 104to enter the set of data related to the one or more devices 106in the real time. In an embodiment of the present disclosure, the device management system 110provides an interface for the user 104to enter the information related to the one or more devices 106.The set of data associated with the one or more devices 106 includes standard information of the one or more devices 106 and a past set of information of the one or more devices 106. In addition, the second set of data includes a present set of information of the one or more devices 106. The second set of data includes a number of the one or more devices 106associated with the user104, a brand associated with each of the one or more devices 106and warranty information of the one or more devices106. In addition, the second set of data includes a price of each of the one or more devices106, a category of the one or more devices106, a model number of the one or more devices 106and a serial number of the one or more devices106.
[0020] Further, the set of data includes an IMEI number of the one or more devices106, a service history of the one or more devices106, a history of the user 104with the one or more brands and billing history of the one or more devices106. Furthermore, the set of data includes a current bill of the one or more devices106, a standard service recommendation period of the one or more devices106 and a service due information of the one or more devices106. Also, the set of data includes standard values of a set of parameters associated with the one or more devices106. In an embodiment of the present disclosure, the set of data may be fetched automatically from third party websites. In an embodiment of the present disclosure, one or more data of the second set of data for the portable communication device is fetched automatically. For example, a brand, a model number and the like of a smartphone is fetched automatically when a user accesses the application for a first time. In an embodiment of the present disclosure, the billing history is provided by the user 104by uploading images of current one or more bills and past one or more bills. In an embodiment of the present disclosure, the service history of the one or more devices 106 may be fetched from a server associated with a company associated with the one or more devices 106. In an embodiment of the present disclosure, the user 104 may possess more than one quantity of a type of device. In an example, the user 104 may possess two air conditioners, two smartphones, two laptops and the like. The user 104 may or may not provide the information about all the devices present in the facility 102based on his or her choice.
[0021] Further, the device management system 110creates a user profile associated with the user 104of the one or more users. The user profile is created based on the set of data associated with the user 104and the set of data associated with the one or more devices 106of the user104. The user profile is created in real time. In an embodiment of the present disclosure, the user profile includes a device profile and a demographic profile of the user 104. In an embodiment of the present disclosure, the device management system 110segregates a profile of each type of device. In an example, the device management system 110segregates the profile for the smartphone, air conditioner and television. Going further, the collection module 202collectsa first set of information associated with each of the one or more field executives 120in real time. The first set of information includes a profile information of the one or more field executives 120and information related to past experience. The first set of information includes a name, an age, gender, e-mail address, phone number, one or more skills, an area of expertise and one or more issues skilled to handle. In addition, the first set of information includes an ability to handle stock keeping unit associated with the one or more devices106, a type of request capable to handle and average time taken to finish a job in past. The type of request capable to handle includes installation request, routine service request, repair service request, pick and drop service request. Moreover, the first set of information includes a turnaround time, number of service requests handled, a customer rating and the maximum number of requests capable to handle in a day. In an embodiment of the present disclosure, the first set of information is provided manually by the one or more field executives 120. In another embodiment of the present disclosure, the first set of information is fetched automatically. In yet another embodiment of the present disclosure, a part of the first set of information is learned through various machine learning algorithms and past history of the one or more field executives 120. In an embodiment of the present disclosure, the one or more field executives 120 register on the platform associated with the executive assignment system 112 based on the first set of information. The one or more field executives 120 provide the first set of information through an interface associated with the application of the executive assignment system 112. In addition, each of the one or more field executives 120 is associated with a baseline score. The baseline score is set when a new field executive is hired. The baseline score is set based on a total number of jobs completed in past, maximum productivity per day and an area of operation. In addition, the baseline score is set for allowing reasonable chance of job assignment to the new field executive. In an embodiment of the present disclosure, the baseline score is set to avoid preference being given to field executives with bigger service history. In an embodiment of the present disclosure, the baseline score is set based on a formula given below:
Baseline Score = [[b[/(1 + no of completed jobs) + (!servicelocation.IsNonPartner)*[np]) + MaxProductivityPerDay*[m] + [r]/Radius
[0022] In an embodiment of the present disclosure, the baseline score is an initial score. In addition, the baseline score is updated after completion of each job. The baseline score is updated based on a customer rating, turn around time, number of gadgets added and the like. In an embodiment of the present disclosure, the baseline score decreases proportionately as the number of jobs completed increases which decrease an initial advantage given to the new engineer. Moreover, the baseline score is updated periodically based on a formula given below:
New Baseline Score = Baseline Score + [j]*(No of jobs completed) + [cr] * (Average Customer Rating) + [tat]/(Turn Around Time) + [g] *(no of gadgets added)
[0023] The creation module 204creates an executive profile for each of the one or more field executives120. The executive profile is created based on the first set of information associated with the one or more field executives120. The segregation module 206segregates each field executive of the one or more field executives 120based on the first set of information. In an example, the segregation is done for dividing each field executive based on the area of expertise, the one or more skills, an area of operation and the like. Each field executive with similar skills and expertise is segregated and placed under a common category. The receiving module 208receives a service request from the user 104of the one or more users for servicing of a device of the one or more devices 106associated with the user104. In an example, the user 104 sends a request for servicing of an air conditioner or the user 104 sends a request for repairing of a television. The service request is received in real time. In an embodiment of the present disclosure, the service request is received after a real time recommendation of service of the one or more devices 106 to the user 104 in the real time. In an embodiment of the present disclosure, the recommendation of service is done based on analysis of the set of data associated with the one or more devices 106. In an embodiment of the present disclosure, the analysis is done for checking a current operational state of the one or more devices 106. In addition, the analysis is done for checking an amount of energy usage by each of the one or more devices 106 and a pattern of use of the one or more devices 106. Moreover, the analysis is done for checking performance of the one or more devices 106and a comparison of performance of the one or more devices 106of corresponding brand with other one or more devices of different brands.
[0024] In an embodiment of the present disclosure, the performance and the current operational state is determined based on an Internet of Things (hereinafter “IOT”) capability of the one or more devices 106. In an embodiment of the present disclosure, each of the one or more devices 106 is equipped with one or more data collecting sources connected to the main server 114. The one or more data collecting sources transmit real time operational information of the one or more devices 106 in real time. Furthermore, the one or more data collecting sources includes one or more sensors and one or more actuators. Further, the one or more data collecting sources are present inside the facility 102. In general, sensors are devices which generates electrical signal from a physical condition or event. The one or more data collecting sources monitors working status of the one or more devices 106 in real time. In addition, the one or more data collecting sources monitors the operating behaviour of the one or more devices 106 in real time. In an embodiment of the present disclosure, the one or more data collecting sources is installed inside each device of the one or more devices 106. In another embodiment of the present disclosure, each data collecting source of the one or more data collecting sources is installed outside each device of the one or more devices 106.In an example, the device management system 110 analyses that a service due date of an air conditioner has passed and recommends the user to get the air conditioner serviced. In another example, the device management system 110analyses past problems occurring in a television and recommends the user to get the television repaired on time or serviced on time in order for continuous functioning. In yet another example, the device management system 110 analyses a high electricity consumption rate in the past month based on the one or more bills and recommends the user to get the air conditioner changed or serviced. In an embodiment of the present disclosure, the user 104 sends a request for the servicing of the one or more devices 106manually.
[0025] The selection module 210selects a first set of field executives of the one or more field executives 120capable of handling the service request for the device of the one or more devices. The first set of field executives is selected based on the first set of information associated with the one or more field executives120. The first set of field executives are selected based on a matching of a set of data of the first set of information with one or more issues associated with the device of the one or more devices106. The set of data includes the one or more skills, the area of expertise, the one or more issues skilled to handle and the type of request capable to handle. In an example, the service request is received for repairing of a washing machine. The executive assignment system 112selects the first set of field executives who are equipped in handling the repairing work of the television. The analyzing engine 212analyzes a second set of information associated with the first set of field executives. The second set of information corresponds to real time status information associated with the first set of field executives. The real time status information corresponds to a work load of each of the first set of field executives at a time when the service request is received. The second set of information includes a current location of the first set of field executives at time of the service request and an availability status of the first set of field executives in real time. In an embodiment of the present disclosure, the current location includes a set of PIN codes, latitude and longitude. In addition, the second set of information includes a number of service requests under progress in the real time and number of service requests accepted by the first set of field executives. Moreover, the second set of information includes a range of time of a day during which the first set of field executives operate. In an embodiment of the present disclosure, the first set of information is fetched from a database associated with the main server 114.
[0026] The assignment module 214assigns at least one field executive of the first set of field executives for performing the servicing of the device of the one or more devices 106associated with the user 104of the one or more users. The assignment is done based on the analysis of the second set of information. In addition, the assignment is done in real time. The at least one field executive is assigned based on a maximum number of request handling capacity and a weightage assigned to the first set of field executives. Moreover, the field executive is assigned based on a choice of the user 104based on the real time recommendation of the at least one field executive, an efficiency score, a fraud detection score and a pre-defined criteria. The efficiency score corresponds to a score for defining an efficiency of the first set of field executives based on time taken for servicing, condition of the devices serviced after some time, time of arrival, customer rating and the like. The fraud detection score is a score used for determination whether the field executive is attending to the request or not and completing the service in realistic time or not. The pre-defined criteria includes a number of other devices added by the first set of field executives for a user at time of handling service request in past. In addition, the pre-defined criteria includes a maximum number of reminders received for the first set of field executives in the past and securing customer rating within 24 hours of completion of service request in the past. Moreover, the pre-defined criteria includes a completion of service request within maximum pre-defined time limit, number of service request rejections made by the first set of field executives and total number of requests assigned to other field executives. The total number of requests assigned to other field executives corresponds to requests assigned to executives with relatively lower number of service requests or who have less work. Further, the pre-defined criteria includes an upper limit of service requests to be handled by the first set of field executives and a lower limit of service requests to be handled by the first set of field executives. The maximum pre-defined time limit is defined by the first set of field executives based on a type of request. The upper limit corresponds to a maximum number of requests that the field executive will handle in a single day. The lower limit corresponds to a minimum number of requests that the field executive will handle in a single day. In an embodiment of the present disclosure, the upper limit and the lower limit is defined by the first set of field executives on each day at start of the day. The maximum pre-defined limit of work is based on a type of service request. In an embodiment of the present disclosure, the maximum pre-defined time limit is defined by the first set of field executives. In another embodiment of the present disclosure, the maximum pre-defined time limit is defined automatically by the executive assignment system 112 based on a past history of each field executive during servicing of the devices.
[0027] The customer (the user 104) may provide the rating to the selected field executive based on a behaviour, arrival time, time taken to finish the service or repair and the like. In an embodiment of the present disclosure, if a customer rates the selected field executive before completion of 24 hours after the service is done, the selected field executive is rated higher. In an embodiment of the present disclosure, the weightage and the efficiency score is assigned based on the first set of information, the second set of information, the pre-defined criteria and manual requests assigned to the first set of field executives. The fraud detection score is assigned based on the customer rating, number of customer escalations, highest number of request cancellations and frequency of logging out of service management application during working hours. In addition, the fraud detection score is assigned based on higher number of discounts provided to customers and determination of unrealistic turnaround time for the first set of field executives. The executive assignment system 112 determines a most efficient field executive in real time based on a plurality of factors. The determination of the most efficient field executive is done for the real time assignment of the field executive. The plurality of factors includes an average time for the service for a pre-defined period of time and a number of gadgets added by the field executives for the one or more users for the pre-defined period of time. In an example, the pre-defined period of time is last 90 days. In addition, the plurality of factors includes a number of times when the same device has been repaired and same issues occurring in the device within at least 30 days of earlier service. In an embodiment of the present disclosure, the device is recognized based on a serial number of the device. Accordingly, the field executive with more number of service requests for same device is eliminated. Moreover, the plurality of factors includes a maximum number of reminders or escalations auto generated by the executive assignment system 112for one or more field executives. In an embodiment of the present disclosure, the one or more field executives with less number of reminders and escalations have better efficiency score. Further, the plurality of factors includes receiving a rating by the customer within 24 hours of the service request, completion of requests within pre-defined time limit and number of requests rejected by the one or more field executives 120. In an embodiment of the present disclosure, the efficiency score is low if the customer rating is not provided within 24 hours. In an embodiment of the present disclosure, the efficiency score is high if the service is completed within the pre-defined time limit. In an embodiment of the present disclosure, the efficiency score is high if the number of service request rejections is less.
[0028] In an embodiment of the present disclosure, the efficiency score is updated periodically based on a formula given below.
Efficiency Score = New Baseline Score + [gr]*(Time elapsed between service completion and customer rating in hours) – [cs] *(no of cancelled requests) + [pr]/ (Jobs completed / productivity per day) – [pd]*(max productivity – average productivity per day) – [es]*(no of escalations) – [f]*(fraud score)
[0029] In an embodiment of the present disclosure, values in square braces ([]) are scalar integer values which assign weightage to every parameter. In an embodiment of the present disclosure, the scalar integer values evolve as data increases. In an embodiment of the present disclosure, the efficiency score is updated periodically based on a decreasing order of time taken for the customer rating, cancelled requests, unaccepted requests and ratio of completed jobs to productivity per day. In an embodiment of the present disclosure, the efficiency score is updated periodically based on a difference between max productivity and average productivity per day, number of escalations and penalty for the fraud score. The prediction module 216 predicts one or more top field executives for service requests in future. The prediction is done for prediction of future attendance and time to accept a service request based on past history of the one or more field executives 120and ability to handle an assigned request. The updating module 218updates the first set of information, the second set of information, the baseline score, the efficiency score, the one or more top field executives, the weightage and the fraud detection score. In addition, the updating module 218updates the service request, the assigned field executive, the executive profile and the pre-defined criteria. The database 220stores the first set of information, the second set of information, the efficiency score, the one or more top field executives, the weightage and the fraud detection score. In addition, the database 220stores the service request, the assigned field executive, the executive profile and the pre-defined criteria.
[0030] FIG. 3 illustrates a block diagram 300 showing an algorithm for the real time assignment of the one or more field executives, in accordance with various embodiments of the present disclosure. The block diagram 300 shows various elements or steps executed for the real time assignment of the one or more field executives. The executive assignment system 112receives a service request 302 in real time. The executive assignment system 112 has a plurality of field executives E1-EN who are registered on the device management platform. In addition, the executive assignment system 112performs geographical filtering 304, availability filtering 306, skill set filtering 308 and miscellaneous filtering 310. The availability filtering 304 corresponds to filtering the list of plurality of field executives E1-ENbased on attendance, availability for the given day and maximum number of requests capable to handle in the given day at the time. The geographical filtering 306 corresponds to filtering the list of plurality of field executives E1-ENbased on the current location and the set of PIN codes. The skill set filtering 308 corresponds to fileting the list of the plurality of field executives E1-ENbased on the skill set, the request type capable to handle, the product stock keeping unit skilled to handle and the issues skilled to handle. The miscellaneous filtering 310corresponds to filtering the list of the plurality of field executives based on the elimination of the worst performer from a quality standpoint. The worst performer is inferred based on the repair of same device as per serial number, same symptom within 30 days or earlier request completion and the servicing of same customer previously with a rating of 2 or less.
[0031] The executive assignment system 112fetches a subset of one or more field executives in a given radius. The one or more field executives are fetched based on the skill set and the miscellaneous filtering 310. The subset of the one or more field executives is associated with a static score 312. The static score 312is set based on the previous service history. In an embodiment of the present disclosure, the static score is the baseline score (as described above in the detailed description of FIG. 2). The executive assignment system 112calculates a request handling score 314 based on schedule of the current day, number of requests under progress, number of requests accepted and completion of job as per the maximum limit defined. Further, the executive assignment system 112calculates a prediction score 316 for the subset of the one or more field executives. The prediction score 316 is calculated based on the prediction of the best field executive for future requests, prediction of attendance based on past history, ability to handle the request assigned and prediction of the time to accept a future date request. Furthermore, the executive assignment system 112 calculates a negative action score 318 based on rejection of maximum number of incoming requests and business for the day at the time of request assignment. In addition, the negative action score 318 is calculated based on the maximum number of auto generated reminders or escalations received by the one or more field executives. In an embodiment of the present disclosure, each field executive has the negative action score 318. The negative action score 318is subtracted from a total score. In an embodiment of the present disclosure, each field executive criteria provides a score calculated based on existing data. The criteria are assigned a weight. In an example, the negative action score 318 has two criteria c1 and c2. The negative action score 318 is derived as
[x1]*(c1) + [x2]*(c2)
Where x1 and x2 are individual scalar weights
[0032] In an embodiment of the present disclosure, every criteria is a part of a module which has a assigned weight. In an example,
Score = [w1] *(SS) + [w2]*(RS) – [w3]*(NAS)
Where w, w2 and w3 are individual scalar weights
SS is static score
RS is request handling score
NAS is negative action score
[0033] In an embodiment of the present disclosure, a priority list of one or more field executives is created in decreasing order based on the filtering and the scores. In an embodiment of the present disclosure, the notification of the service assignment is sent out based on the priority list. In an embodiment of the present disclosure, the values in square braces ([]) are scalar integer values which assign weightage to every parameter. In an embodiment of the present disclosure, each weight is dynamic and evolves based on real time machine learning algorithms. In an embodiment of the present disclosure, the machine learning algorithms include linear regression algorithm, logistic regression or convolutional neural networks algorithm.
[0034] FIG. 4 illustrates a block diagram of a computing device 400, in accordance with various embodiments of the present disclosure. The computing device 400 includes a bus 402 that directly or indirectly couples the following devices: memory 404, one or more processors 406, one or more presentation components 408, one or more input/output (I/O) ports 410, one or more input/output components 412, and an illustrative power supply 414. The bus 402 represents what may be one or more busses (such as an address bus, data bus, or combination thereof). Although the various blocks of FIG. 4 are shown with lines for the sake of clarity, in reality, delineating various components is not so clear, and metaphorically, the lines would more accurately be grey and fuzzy. For example, one may consider a presentation component such as a display device to be an I/O component. Also, processors have memory. The inventors recognize that such is the nature of the art, and reiterate that the diagram of FIG. 4 is merely illustrative of an exemplary computing device 400 that can be used in connection with one or more embodiments of the present invention. Distinction is not made between such categories as “workstation,” “server,” “laptop,” “hand-held device,” etc., as all are contemplated within the scope of FIG. 4 and reference to “computing device.”The computing device 400 typically includes a variety of computer-readable media. The computer-readable media can be any available media that can be accessed by the computing device 400 and includes both volatile and nonvolatile media, removable and non-removable media. By way of example, and not limitation, the computer-readable media may comprise computer storage media and communication media. The computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer-readable instructions, data structures, program modules or other data. The computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by the computing device 400. The communication media typically embodies computer-readable instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and includes any information delivery media. The term “modulated data signal” means a signal that has one or more of its characteristics set or changed in such a manner as to encode information in the signal. By way of example, and not limitation, communication media includes wired media such as a wired network or direct-wired connection, and wireless media such as acoustic, RF, infrared and other wireless media. Combinations of any of the above should also be included within the scope of computer-readable media.
[0035] Memory 404 includes computer-storage media in the form of volatile and/or nonvolatile memory. The memory 404 may be removable, non-removable, or a combination thereof. Exemplary hardware devices include solid-state memory, hard drives, optical-disc drives, etc. The computing device 400 includes one or more processors that read data from various entities such as memory 404 or I/O components 412. The one or more presentation components 408 present data indications to a user or other device. Exemplary presentation components include a display device, speaker, printing component, vibrating component, etc. The one or more I/O ports 410 allow the computing device 400 to be logically coupled to other devices including the one or more I/O components 412, some of which may be built in. Illustrative components include a microphone, joystick, game pad, satellite dish, scanner, printer, wireless device, etc.