IDENTIFICATION AND CLASSIFICATION OF THE REASONS FOR USER COMPLAINTS IN SELF-SERVICE DEVICES

摘要

The invention relates to systems and methods for identifying the causes of complaints and incidents in a network of self-service devices. In a method for identifying and classifying the reasons for user complaints in self-service devices, a set of user complaints is collected in chronological order. A group of complaints is selected for analysis on the basis of a requirement with respect to the type and number of operations. An operation is obtained which corresponds to a complaint from the group of complaints selected in the preceding step, and the operation is analyzed using syntax analysis. A line-by-line reading of the operation is carried out, and a user client session is determined on the basis of the operation. The reason for the occurrence of an error in the user operation is identified, and the user complaints are classified on the basis of user operations in which errors occurred in the self-service device.