System, method, and computer program for identification of common root causes with sequential patterns

摘要

A system, method, and computer program product are provided for identification of common root causes with sequential patterns. In use, a plurality of customer event sequences are identified. Additionally, the plurality of customer event sequences are grouped into a hierarchical framework of patterns. Further, a root-cause analysis (RCA) is performed for the customer event sequences utilizing the hierarchical framework of patterns.

主权项

1. A computer program product embodied on a non-transitory computer readable medium, comprising computer code for:
identifying a plurality of customer event sequences, each of the plurality of customer event sequences including a plurality of events associated with a predetermined customer that occur in a particular order; grouping the plurality of customer event sequences into a hierarchical framework of patterns, including:
organizing the plurality of customer event sequences into a first set of groups based on a type of each of the plurality of events,for each of the first set of groups, organizing the plurality of customer event sequences within the group into a second set of groups based on the particular order in which the plurality of events occur for each of the plurality of customer event sequences within the group, andfor each of the second set of groups, organizing the plurality of customer event sequences within the group into a third set of groups based on a time duration of each of the plurality of events for each of the plurality of customer event sequences within the group; and performing a root-cause analysis for the customer event sequences utilizing the hierarchical framework of patterns.