SYSTEM AND METHOD OF DIAGNOSIS OF INCIDENTS AND TECHNICAL SUPPORT REGARDING COMMUNICATION SERVICES

• US 20130173479A1
• Filed: 07/08/2011
• Published: 07/04/2013
• Est. Priority Date: 08/12/2010
• Status: Abandoned Application

• Current Assignee: Telefonica SA
• Original Assignee: Jose Maria Rey Poza, Juan A. Paz Salgado, Mario Lopez Gallego, Montero Duran, Jose Manuel
• Inventors: Paz Salgado, Juan A., Montero Duran, Jos Manuel, Rey Poza, Jose Maria, Lopez Gallego, Mario
• Application Number:
  US13/816,363
• Publication Number:
  US 20130173479A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04L 43/55 Testing of service level quality, e.g. simulating service usage
• CPC Class Codes: H04M 2203/352 In-call/conference information service
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• 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

Abstract

System and method of diagnosis of incidents and provision of technical support in a communication service which gathers information both from the user and from previous incidents whose information is stored in a database, and provides an identification of the problem, as well as a solution if possible, by dynamically determining data about the incident and requesting information according to the data.

Claims

1. A system of diagnosis of incidents and provision of technical support regarding communication services supported on a communication network comprising:

communication apparatus adapted to receive information of incidents and concerns from a user of the communication service and to send diagnosis information and information requests to the user;

a database adapted to store information about previous incidents reported by the user;

reasoning apparatus adapted to;

determine data about the incident from the received information, from the stored information, and from previously determined data;

determine diagnosis information from the determined data;

determine information requests to be sent to the user from the determined data.

2. A system of diagnosis of incidents and provision of technical support according to claim 1, wherein the system further comprises testing apparatus adapted to run tests on the communication network and/or on automatic systems and network devices connected to the communication network and wherein the reasoning apparatus is also adapted to determine tests to be run and to determine data from the run tests.

3. A system of diagnosis of incidents and provision of technical support according to claim 2, wherein the testing apparatus is also adapted to run tests on user end devices.

4. A system of diagnosis of incidents and provision of technical support according to claim 1, wherein the system further comprises a pattern analyzer adapted to determine behavioural patterns within historic data.

5. A system of diagnosis of incidents and provision of technical support according to claim 1, wherein the communication apparatus is adapted to receive the information from the user and to send the diagnosis information and the information requests to the user via a web interface.

6. A system of diagnosis of incidents and provision of technical support according to claim 1, wherein the communication apparatus is also adapted to send configuration commands to modify a configuration of a user end devices and/or in a device of the communication network according to the diagnosis information.

7. A method of diagnosis of incidents and provision of technical support regarding a communication service supported on communication network comprising:

receiving information related to incidents and concerns from a user of the communication network;

retrieving from a database information about previous incidents reported by the user;

determining data about the incident or concern from the received information, from the retrieved information, and from previously determined data;

determining information requests to be sent to the user from the determined data and sending information requests to the user; and

determining diagnosis information from the determined data and sending diagnosis information to the user.

8. A method of diagnosis of incidents and provision of technical support according to claim 7, wherein the method further comprises determining tests to be run from the determined data;

running the tests on the communication network, and/or on automatic systems and network devices connected to the communication network and determining data from the run tests.

9. A method of diagnosis of incidents and provision of technical support according to claim 8, wherein the method further comprises running tests on user end devices.

10. A method of diagnosis of incidents and provision of technical support according to claim 7, wherein the method further comprises determining user behavioural patterns by means of a pattern analyzer.

11. A method of diagnosis of incidents and provision of technical support according to claim 7, wherein the steps of receiving the information from the user and sending the diagnosis information and the information requests to the user are performed by a web interface.

12. A method of diagnosis of incidents and provision of technical support according to claim 7, wherein the method further comprises sending configuration commands to modify a configuration of a user end device and/or a device of the communication network according to the diagnosis information.