Automation of customer support sorting process
AssigneeComcast Cable Communications, LLC
InventorsBernard Burg, Ranjit Padmanabhan
Life of this patent
Estimating the term…
Abstract
Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.
Claims20
A method comprising:
- receiving status information indicating an operational state of a service network during a first time period;
- receiving communication history information indicating one or more communications received by a communication system associated with the service network, wherein the communication history information indicates a subject matter of each of the one or more communications;
- determining, based at least in part on the status information and the communication history information, a probability that the communication system will receive a communication from a first source during a second time period;
- and
- transmitting, based on a determination that the probability satisfies a threshold, a notification to the first source indicating an operational state of the service network during the second time period.
A method comprising:
- receiving status information indicating an operational state of a service network, wherein the operational state is associated with a time period;
- receiving predictive communication information indicating a probability that a communication system associated with the service network will receive a communication from a first source during the time period;
- and
- transmitting, based on the status information and the predictive communication information, a notification to the first source indicating the operational state of the service network.
A method comprising:
- receiving status information indicating an operational state of a service network during a first time period;
- receiving communication history information indicating one or more communications received by a communication system associated with the service network and received during the first time period, wherein the communication history information indicates a subject matter of the one or more communications;
- determining, based at least in part on the status information and the communication history information, a set of classification rules;
- determining, based at least in part on the set of classification rules and during a second time period different from the first time period, a service path for a received communication;
- and
- routing, based at least on the service path, the received communication within the communication system.
Dependencies are inferred from the claim text.