System and method of diagnosis of incidents and technical support regarding communication services
OwnerJuan A. Paz Salgado, José Manuel Montero Duran +2inventors
InventorsJuan A. Paz Salgado, José Manuel Montero Duran, Jose Maria Rey Poza, Mario Lopez Gallego
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Abstract
System and method of diagnosis of incidents and provision of technical support in a communication service which gathers information both from the user and from previous incidents whose information is stored in a database, and provides an identification of the problem, as well as a solution if possible, by dynamically determining data about the incident and requesting information according to the data.
Claims12
A system of diagnosis of incidents and provision of technical support regarding communication services supported on a communication network comprising:
- communication apparatus adapted to receive information of incidents and concerns from a user of the communication service and to send diagnosis information and information requests to the user;
- a database adapted to store information about previous incidents reported by the user;
- reasoning apparatus adapted to:
- determine data about the incident from the received information, from the stored information, and from previously determined data;
- determine diagnosis information from the determined data;
- determine information requests to be sent to the user from the determined data.
A method of diagnosis of incidents and provision of technical support regarding a communication service supported on communication network comprising:
- receiving information related to incidents and concerns from a user of the communication network;
- retrieving from a database information about previous incidents reported by the user;
- determining data about the incident or concern from the received information, from the retrieved information, and from previously determined data;
- determining information requests to be sent to the user from the determined data and sending information requests to the user;
- and
- determining diagnosis information from the determined data and sending diagnosis information to the user.
Dependencies are inferred from the claim text.