METHOD AND SYSTEM OF IDENTIFICATION AND CLASSIFICATION OF CAUSES OF USER CLAIMS IN SELF-SERVICE DEVICES

摘要

FIELD: data processing.;SUBSTANCE: invention relates to systems and methods for identifying the causes of claims and incidents in the network of self-service devices. In a method for identifying and classifying the causes of user complaints in self-service devices, receive a set of user complaints in chronological order. Allocate a group of claims for analysis based on the requirements for the type and number of operations. Operation is obtained that corresponds to a claim from the group of claims outlined in the previous step, and the operation is analyzed by applying text syntax. Perform line-by-line reading operations and determine the user's session of the user based on the operation. Identify the cause of the error by the user operation and carry out the classification of user complaints on the basis of user operations for which errors occurred in the self-service device.;EFFECT: technical results are improving the quality of analysis of customer requests, improving the accuracy and speed of analysis of claims of users of self-service devices.;10 cl, 4 dwg