Using information about dialup access numbers in a service region to support customer service interactions

• US 20060083219A1
• Filed: 10/14/2004
• Published: 04/20/2006
• Est. Priority Date: 10/14/2004
• Status: Abandoned Application

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Li, Wei, Sams, Bobby, Paden, Jonathan, Collins, Dennis, Ramos, Ed
• Application Number:
  US10/965,418
• Publication Number:
  US 20060083219A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 12/5692 Selection among different networks
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 7/0024 Services and arrangements where telephone services are combined with data services arrangements which combine a telephonic equipment and a computer H04M7/0012

Abstract

A method for automatically providing output for a communication related to dialup Internet services. The method includes the step of determining an in-progress customer communication is related to dialup connectivity. A service region for the customer can be ascertained. A plurality of currently published dialup access numbers for the service region can be automatically fetched. For each fetched number, a status can be identified. At least one software engine automatically process the access number and status information. The at least one software engine can automatically perform at least one programmatic action resulting in output being supplied to at least one party participating in the customer communication, even though the party has not specifically requested the output.

Claims

1. A method for automatically providing output for a communication related to dialup Internet services comprising the steps of:

determining an in-progress customer communication is related to dialup connectivity;

ascertaining a service region for a customer corresponding to the customer communication;

automatically fetching a plurality of currently published dialup access numbers for the service region;

responsive to the fetching step, automatically identifying a status for each of the fetched dialup access numbers;

automatically processing information returned by the fetching and identifying steps within at least one software engine; and

responsive to the processing step, automatically performing at least one programmatic action resulting in output being automatically supplied to at least one party participating in the customer communication, wherein the party has not specifically requested that the output be provided.

2. The method of claim 1, wherein the in-progress customer communication includes a voice communication link between the customer and a customer service agent and includes a data communication link between the at least one software engine and a computing device used by the party to whom the output is supplied.

3. The method of claim 2, wherein the at least one party includes the customer.

4. The method of claim 2, wherein the at least one party includes the customer service agent.

5. The method of claim 2, wherein the at least one party includes the customer and the customer service agent.

6. The method of claim 1, wherein the party supplied with the output is the customer, and wherein the in-progress customer communication includes a data communication link between the at least one software engine and the customer, the output being supplied to a computing device that the customer is using, where the at least one software engine is remotely located from the computing device.

7. The method of claim 1, wherein the output is presented within a graphical user interface of a customer service agent, wherein the in-progress customer communication is between the customer and the customer service agent.

8. The method of claim 7, wherein the in-process communication includes a voice communication link involving the customer, and wherein ascertaining step is performed based upon input provided by the customer to an automated voice system, the method further comprising the step of:

transferring the voice communication link from the automated voice response system to the customer service agent.

9. The method of claim 7, wherein the output presented within the graphical user interface includes display elements showing each of the fetched dialup access numbers and associated status indicators.

10. The method of claim 9, wherein the graphical user interface further includes display elements showing a grade and a protocol for each presented dialup access number.

11. The method of claim 9, wherein the graphical user interface further includes display elements showing a city an a provider for each presented dialup access number.

12. The method of claim 9, wherein the display items are color coded by access number with different colors representing different operational states of the access numbers.

13. The method of claim 9, wherein the graphical user interface includes a display item for reporting a problem with an associated dialup access number, the selection of which initiates a problem reporting process.

14. The method of claim 1, further comprising the steps of:

automatically fetching a plurality of non-published dialup access numbers for the service region; and

automatically identifying a status for each of the fetched non-published dialup access numbers, wherein processing performed by the at least one software engine utilizes the fetched non-published dialup access numbers and associated status information.

15. The method of claim 1, the automatically processing step further comprising the step of:

assigning a likelihood percentage that the in-process customer communication involves a connectivity problem, wherein the likelihood percentage determines whether one of the at least one programmatic action is to be automatically performed.

16. The method of claim 1, wherein the at least one programmatic action is a problem reporting action configured to enable the customer to report a problem with a customer specified access number.

17. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:

determining an in-progress customer communication is related to dialup connectivity;

ascertaining a service region for a customer corresponding to the customer communication;

automatically fetching a plurality of currently published dialup access numbers for the service region;

responsive to the fetching step, automatically identifying a status for each of the fetched dialup access numbers;

automatically processing information returned by the fetching and identifying steps within at least one software engine; and

responsive to the processing step, automatically performing at least one programmatic action resulting in output being automatically supplied to at least one party participating in the customer communication, wherein the party has not specifically requested that the output be provided.

18. A system for supporting customers of dialup internet services comprising:

a software engine disposed within a back-end component of a customer support information system that is configured to determine a likelihood that an in-progress customer communication involves a connectivity problem based upon operational status of a plurality of access numbers in a service region for an Internet service provider subscriber corresponding to the customer communication, wherein the software engine is further configured to automatically execute at least one programmatic action resulting in output that is supplied to at least one party participating in the in-progress customer communication, and wherein the automatic execution of the at least one programmatic action is dependant upon the determined likelihood.

19. The system of claim 18, further comprising:

an agent graphical user interface for presenting the output of the software engine to a customer support agent, wherein the in-process customer communication is a voice communication between the customer support agent and the Internet service provider subscriber, wherein the agent graphical user interface is a front-end component paired to the backend component in which the software engine is disposed.

20. The system of claim 18, further comprising:

an interactive voice response system acting as a party to the in-process customer communication that presents the output to the Internet service provider subscriber, wherein the interactive voice response system includes a front-end component paired to the backend component in which the software engine is disposed.