Network event driven customer care system and methods

• US 20070165818A1
• Filed: 01/09/2006
• Published: 07/19/2007
• Est. Priority Date: 01/09/2006
• Status: Abandoned Application

• Current Assignee: AT&T Knowledge Ventures, L.P. (AT&T, Inc.)
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Meng, Kevin, Savoor, Raghvendra, Wong, Peter
• Application Number:
  US11/327,928
• Publication Number:
  US 20070165818A1
• Time in Patent Office: Days
• US Class Current: 379/201.120
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

The present disclosure provides systems and methods for informing customers and taking other corrective actions upon the occurrence of a network event that may affect the provision of a network service, such as Internet Service, VOIP, VOD, IPTV etc. The system includes a processor and computer programs that contain instruction that are executed by the processor to determine the occurrence of a network event and its effect on one or more services and on the network elements and sends appropriate messages to the affected customers and call centers and updates relevant databases.

Claims

1. A computer readable medium accessible to a processor comprising a computer program embedded within the computer readable medium, the computer program comprising:

a set of instructions to receive a signal relating to occurrence of a network event;

a set of instructions to determine if the network event is a service affecting event;

a set of instructions to determine customers affected by the network event; and

a set of instructions to send a message relating to the affected service.

2. The computer readable medium of claim 1, wherein the computer program further comprises a set of instructions to access a customer-to-network map to identify the customers affected by the network event.

3. The computer readable medium of claim 1, wherein the computer program further comprises a set of instructions that sends the message to one of (i) a customer premise equipment, (ii) a voice recognition system, and (iii) a customer care database.

4. The computer readable medium of claim 1, wherein the computer program further comprises a set of instructions that determines a change in status of the network event and sends a message relating to the change in the status.

5. The computer readable medium of claim 1, wherein the computer program further comprises a set of instructions to determine an extent of the affected service.

6. The computer readable medium of claim 5, wherein the extent of the affected service determined is one of (i) a partial disruption of the service, (ii) a complete disruption of the service, and (iii) an identity of a network element that is associated with the network event.

7. The computer readable medium of claim 1, wherein the computer program further comprises a set of instructions that determines if the network event is a service affecting event as one (i) in real-time, (ii) using a predictive model, and (iii) based on historical data.

14. The method of claim 7 further comprising determining when the network event no longer is a service affecting event and sending a message that indicates that the service is no longer affected by the network event.

15. The method of claim 14 further comprising updating the customer-to-network map when the network event is no longer a service affecting event.

8. A method for providing a service over a communications network, comprising;

determining occurrence of a network event;

determining if the network event is a service affecting event; and

initiating a response relating to customers affected by the network event.

9. The method of claim 8, wherein determining the occurrence of the network event is one of (i) determining the occurrence in real-time, and (ii) predicting the occurrence based on a predefined rule.

10. The method of claim 8, wherein initiating the response comprises sending a message to one of (i) a customer call center that is adapted to receive communication from the customers, (ii) an interactive voice recognition system that is operative to communicate with the customers, and (iii) the customers.

11. The method of claim 8 further comprising:

determining a customer-to-network map that defines a network path utilized to provide the service to the customers; and

determining the customers affected by the network event associated with the network path that provides the service to the customers.

12. The method of claim 8 further comprising:

providing a database that stores a relationship among a plurality of network elements that provide the service;

providing a database that stores customer information; and

correlating the relationship among the plurality of network elements with the customer information to determine the customers affected by the occurrence of the network event.

13. The method of claim 12, wherein the customer information includes at least one of (i) a customer identification, (ii) a service provided to a customer, (iii) a transport link providing the service to a customer, (iv) a customer preference relating to receiving a notification, (v) an identification of a customer premise equipment receiving the service, and (vi) a network switch that routes the service to a customer.

17. The system of claim 11, wherein the first database comprises a customer-to-network map that defines a network path that provides the network service to the plurality of customers.

18. The system of claim 17, wherein the processor further determines identity of customers from the plurality of customers that are affected by the occurrence of the network event.

16. A system for use in a communications network, comprising:

a first database that stores information about network elements and transport links that provide a network service to a plurality of customers;

a second database that stores information relating to the plurality of customers;

a server having a processor that has access to a computer program and the first and second databases, the processor utilizing the computer program to determine occurrence of a network event and to send a message in response to the occurrence of the network event.

19. The system of claim 16, wherein the processor sends the message to one of (i) a customer device, (ii) a third database that is accessible to a service representative from a remote location, and (iii) a voice recognition system.

20. The system of claim 16, wherein the processor determines if the network event is a service affecting event in real-time or predicts by utilizing a rule.