Systems and methods for predictive analysis of technical support issues
AssigneeVonage America Inc.
InventorsLisa M. Venezia, Eric Verbel, Kavitha Sreenath, Jose Martinez
Life of this patent
Estimating the term…
Abstract
Embodiments of the present invention generally relate to a method and system for predictive analysis of technical issues in a technical support environment. In some embodiments, the method may include receiving information associated with a first technical support issue reported by a customer, associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data, and transmitting at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent workstation.
Claims19
A method for predictive analysis of technical support issues of a telecommunication system in a technical support environment, comprising:
- receiving information associated with a first technical support issue reported by a customer;
- associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data;
- determining a confidence level for each of the at least one categories associated with the first technical support issue, wherein the confidence level is an indicator that provides a measure of likelihood that the associated at least one category includes a probable cause of the first technical support issue;
- and
- transmitting at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent.
A system for predictive analysis of technical support issues of a telecommunication system in a technical support environment, comprising:
- a) at least one processor;
- b) at least one input device coupled to at least one network;
- and
- c) at least one storage device storing processor executable instructions which, when executed by the at least one processor, performs a method including:
- receiving information associated with a first technical support issue reported by a customer;
- associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data;
- determining a confidence level for each of the at least one categories associated with the first technical support issue, wherein the confidence level is an indicator that provides a measure of likelihood that the associated at least one category includes a probable cause of the first technical support issue;
- and
- transmitting at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent workstation.
A method for predictive analysis of technical support issues of a telecommunication system in a technical support environment, comprising:
- receiving a report of a first technical support issue from a customer via a customer device, wherein the report is received via one of a phone call or a live chat;
- receiving identifying information associated with the customer;
- receiving information associated with a first technical support issue reported by the customer;
- associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data obtained for a predetermined time period;
- and
- transmitting the identifying information associated with the customer and at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent while in communication with the customer.
Dependencies are inferred from the claim text.