METHODS, SYSTEMS AND COMPUTER PRODUCTS FOR VIDEO CALLING AND LIVE HELP VIA IPTV
First Claim
1. A method for providing interactive communications, the method comprising:
- establishing communications between an interactive assistant in a help desk server and a communications device via a communications network;
receiving a service request sent from a subscriber operating the communications device to the interactive assistant;
receiving a diagnostic data log to the interactive assistant from the communications device; and
servicing the communications device via the communications network by the interactive assistant based on analysis within the interactive assistant of the service request and the diagnostic data log, wherein the servicing is fulfilled in an automated process if the service request is common and the servicing is provided in a direct interactive process if the service request is unique.
1 Assignment
0 Petitions
Accused Products
Abstract
Systems, methods and computer products for querying for an interactive assistant for communication over a network via the set-top box. Communications are initiated between a subscriber and an interactive assistant. A diagnostic data log is uploaded from the set-top box to the interactive assistant. Based on the communications between the subscriber an interactive assistant and the diagnostic data log, diagnostic protocols are executed within the set-top box to generate a diagnostic report. The interactive assistant provides feedback analytics via the set-top box based on the communications between the subscriber and the interactive assistant, the diagnostic data log and the diagnostic report. Firmware solutions are downloaded to the set-top box based on results from the diagnostic report.
33 Citations
20 Claims
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1. A method for providing interactive communications, the method comprising:
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establishing communications between an interactive assistant in a help desk server and a communications device via a communications network; receiving a service request sent from a subscriber operating the communications device to the interactive assistant; receiving a diagnostic data log to the interactive assistant from the communications device; and servicing the communications device via the communications network by the interactive assistant based on analysis within the interactive assistant of the service request and the diagnostic data log, wherein the servicing is fulfilled in an automated process if the service request is common and the servicing is provided in a direct interactive process if the service request is unique. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer readable medium, providing automated interactive communications, the computer readable medium comprising including instructions for causing a computer to implement a method, the method comprising:
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establishing communication over a network between an automated interactive assistant, and a set-top box operated by a subscriber; receiving a service request sent from the subscriber operating the set-top box to the automated interactive assistant; receiving a diagnostic data log to the automated interactive assistant via the network from the set-top box; analyzing the service request within the automated interactive assistant to determine if the service request can be fulfilled with an automated process wherein a positive service profile is generated if the service quest is common and a negative service profile is generated if the service request is unique; providing feedback analytics and interactive assistance from the automated interactive assistant to the subscriber via the step-top box based on the positive service profile and the diagnostic data log; transmitting from the automated interactive assistant via the network and executing within the set-top box diagnostic protocols in response to a positive service profile to generate a diagnostic report; and transmitting firmware solutions from the automated interactive assistant to the set-top box based on the positive service profile, the diagnostic data log and the diagnostic report. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for facilitating live interactive communications, the system comprising:
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a help desk, server capable to two-way communications with a set-top box over a network; a live help application responding on the help desk server, the live help application having instructions to; enable communications between an interactive assistant provided by the help desk server and a subscriber operating the set-top box, wherein the help desk server and the interactive assistant receive a service request from the subscriber; receive a diagnostic data log from the set-top box in response to the service request and generates a diagnostic report using the diagnostic data log and the service request; analyze the diagnostic report to determine if the service request can be fulfilled using an automated process wherein a positive service profile is generated if the service quest is common and a negative service profile is generated if the service request is unique; provide feedback analytics and interactive assistance to the subscriber via the set-top box based, on the diagnostic report and the positive service profile or the negative service profile; and transmit firmware solutions to the set-top box based on the positive service profile or the negative service profile and the diagnostic report. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification