System and method to manage problems with network-based services
AssigneeAT&T Intellectual Property I, L.P.
InventorsJames Fan, Jennifer K. Lam
Life of this patent
Estimating the term…
Abstract
A method includes receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services, receiving a request from the customer for self-service problem resolution via the access interface, identifying a workflow related to the problem, obtaining the workflow from a second layer of the problem management system, providing a diagnostic tool to the customer via the access interface, according to the workflow, and providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.
Claims20
A method of managing problems with network-based services, the method comprising:
- receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services;
- receiving a request from the customer for self-service problem resolution via the access interface;
- identifying, by utilizing instructions from memory that are executed by a processor, a workflow related to the problem;
- obtaining the workflow from a second layer of the problem management system;
- providing a diagnostic tool to the customer via the access interface, according to the workflow;
- and
- providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.
A problem management device comprising:
- a memory that stores instructions;
- and
- a processor that executes the instructions to implement a system architecture that includes:
- a first horizontal layer including a plurality of access interfaces, wherein each access interface receives a problem report from a customer, wherein the problem report indicates that the customer is having a problem with a network-based service of a plurality of network-based services;
- a task management domain at the first horizontal layer that performs operations comprising:
- obtaining a workflow from a second horizontal layer of the problem management system;
- and
- providing a diagnostic tool from the second layer to the customer via the access interface, according to the workflow;
- and
- an agent support platform that provides the diagnostic tool to an agent via another access interface after the customer contacts the agent.
A problem management system, comprising:
- a system architecture that includes:
- a first horizontal layer including a plurality of access interfaces, wherein each access interface receives a problem report from a customer, wherein the problem report indicates that the customer is having a problem with a network-based service of a plurality of network-based services;
- a task management domain at the first horizontal layer that obtains a workflow from a second horizontal layer of the problem management system, and provides a diagnostic tool from the second layer to the customer via the access interface, according to the workflow, wherein the diagnostic tool is provided by utilizing instructions from memory that are executed by a processor;
- and
- an agent support platform that provides the diagnostic tool to an agent via another access interface after the customer contacts the agent.
Dependencies are inferred from the claim text.