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:
- determining an operational status of a network;
- determining, based on historical data, whether a communication system associated with the network will receive a communication from a first source;
- and
- sending, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network.
A system comprising:
- at least one least one first source;
- and
- at least one computing device associated with a network, wherein the computing device is configured to:
- determine an operational status of the network;
- determine, based on historical data, whether a communication system associated with the network will receive a communication from the first source;
- and
- send, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network.
A non-transitory computer-readable medium storing instructions that, when executed, cause:
- determining an operational status of a network;
- determining, based on historical data, whether a communication system associated with the network will receive a communication from a first source;
- and
- sending, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network.
Dependencies are inferred from the claim text.