System and method for measurement of call deflection

• US 20060126808A1
• Filed: 12/13/2004
• Published: 06/15/2006
• Est. Priority Date: 12/13/2004
• Status: Abandoned Application

• Current Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Chowdhury, Shatadru, Gomez, Olivia Jennine, Konduru, Sreenivas, Wilburn, Donn Jr., Daluyaya, Alvin, Demicheva, Lidiya, Sullivan, Marc Andrew, Scott, Charles, Klein, Adam Lee, McAfee, Wesley, Dallessandro, Lona Noelle
• Application Number:
  US10/920,719
• Publication Number:
  US 20060126808A1
• Time in Patent Office: Days
• US Class Current: 379/133
• CPC Class Codes: H04M 15/16 according to connection obtained
• CPC Class Codes: H04M 15/41 Billing record details, i.e. parameters, identifiers, structure of call data record [CDR]
• CPC Class Codes: H04M 15/43 Billing software details
• CPC Class Codes: H04M 2215/0164 Billing record, e.g. Call Data Record [CDR], Toll Ticket[TT], Automatic Message Accounting [AMA], Call Line Identifier [CLI], details, i.e. parameters, identifiers, structure
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

The disclosure is directed to a method of providing computer assisted user support to a computer user. The method includes collecting customer identification information for a user of a computer assisted user support tool. The method further includes collecting trouble report information in response to use of the computer assisted user support tool. The trouble report information is associated with a particular class of reportable trouble items. In addition, the method includes comparing the customer identification information and the trouble report information to a data log of a customer support call center.

Claims

1. A method of providing computer assisted user support to a computer user, the method comprising:

collecting customer identification information for a user of a computer assisted user support tool;

collecting trouble report information in response to use of the computer assisted user support tool, the trouble report information associated with a particular class of reportable trouble items;

comparing the customer identification information and the trouble report information to a data log of a customer support call center.

2. The method of claim 1, further comprising determining and storing call deflection data based on the comparison of the customer support call center data log with the collected customer identification information and the trouble report information.

3. The method of claim 1, wherein the particular class of reportable trouble items is related to lack of network connectivity.

4. The method of claim 1, wherein the particular class of reportable trouble items is related to email problems.

5. The method of claim 1, wherein the computer assisted user support tool is a self-help software tool provided in connection with a communication service.

6. The method of claim 5, wherein the communication service is a digital subscriber line (DSL) service.

7. The method of claim 1, further comprising providing a report of the number of support calls to the customer support call center that were deflected as a result of use of the computer assisted user support tool.

8. The method of claim 7, further comprising determining a measurement of cost savings resulting from use of the computer assisted user support tool based on the number of deflected customer support calls.

9. A method of measuring call deflections from use of a computer self-help tool, the method comprising:

collecting data from the computer self-help tool, the data including a customer identifier, a reported trouble issue, and a resolution action for the reported trouble issue;

comparing the data from the computer self-help tool to a call center data log to determine whether the customer called the call center for support with respect to the reported trouble issue or whether the call was deflected by use of the computer self-help tool; and

recording measurement data with respect to a result of comparing the call center data log and the data from the computer self-help tool.

10. The method of claim 9, further comprising determining a first cost savings estimate by multiplying the average cost of call center support for a first type of reported trouble issue with the number of recorded deflected calls having the first type of the reported trouble issue.

11. The method of claim 10, further comprising determining a second cost savings estimate by multiplying the average cost of call center support for a second type of reported trouble issue with the number of recorded deflected calls having the second type of the reported trouble issue.

12. The method of claim 11, further comprising adding the first cost savings estimate and the second cost savings estimate to provide a total cost savings estimate.

13. The method of claim 9, wherein the call center data log is limited to a particular set of data corresponding to calls received within a selected time frame.

14. The method of claim 13, wherein the selected time frame is less than one month.

15. The method of claim 11, wherein the first type of reported trouble issue relates to internet connectivity and the second type of reported trouble issue relates to email.

16. The method of claim 9, wherein the customer identifier is a telephone number.

17. The method of claim 9, wherein the computer self-help tool is a self-help software tool provided in connection with a communication service.

18. The method of claim 17, wherein the communication service is a broadband data communication service.

19. A computer system having a computer readable memory, the computer readable memory including software instructions operable to perform the method comprising:

collecting customer identification information for a user of a computer assisted user support tool;

collecting trouble report information in response to use of the computer assisted user support tool, the trouble report information associated with a particular class of reportable trouble items; and

comparing the customer identification information and the trouble report information to a data log of a customer support call center.

20. A computer system having a computer readable memory, the computer readable memory including software instructions operable to perform the method comprising:

collecting data from a computer self-help tool, the data including a customer identifier, a reported trouble issue, and a resolution action for the reported trouble issue;

comparing the data from the computer self-help tool to a call center data log to determine whether the customer called the call center for support with respect to the reported trouble issue or whether the call was deflected by use of the computer self-help tool; and

recording measurement data with respect to a result of comparing the call center data log and the data from the computer self-help tool.

21. A computer system comprising:

a self help software server configured to receive customer identification information from a self help software;

a call center management system configured to receive telephone call information associated with a customer support call; and

a data warehouse system configured to receive the customer identification information and configured to receive the telephone call information, wherein the customer identification information and the telephone call information are accessible for determining effectiveness of the self help software via an interface configured to access the data warehouse.

22. The computer system of claim 21, further comprising a self help software database accessible to the self help software server and configured to store the customer identification information.

23. The computer system of claim 21, wherein the self help software server is configured to receive trouble issue data from the self help software.

24. The computer system of claim 23, wherein the call center management system is configured to receive the customer identification information and the trouble issue data.

25. The computer system of claim 24, wherein the call center management system is configured to compare the telephone call information to the trouble issue data to determine whether the customer support call is associated with a trouble issue identified to the self help software.

26. The computer system of claim 21, further comprising a reporting system configured to access the data warehouse system and configured to display measurement data associated with the effectiveness of the self help software.