SENTIMENT BASED DYNAMIC NETWORK MANAGEMENT SERVICES

• US 20130191520A1
• Filed: 01/20/2012
• Published: 07/25/2013
• Est. Priority Date: 01/20/2012
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Khouri, Felix, Tsunehiro, Patrick, White, David C. Jr., Santuka, Vivek
• Granted Patent: US 9,154,384 B2
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 41/5067 Customer-centric QoS measurements
• CPC Class Codes: H04L 41/509 wherein the managed service relates to media content delivery, e.g. audio, video or TV

Abstract

In one embodiment, a method includes receiving data for a customer, the data associated with a customer network, calculating at a network device, a sentiment for the customer based on the data, and modifying network management services for the customer based on the sentiment. An apparatus for sentiment based dynamic network management services is also disclosed.

Claims

1. A method comprising:

receiving data for a customer, said data associated with a customer network;

calculating at a network device, a sentiment for the customer based on said data; and

modifying network management services for the customer based on said sentiment.

2. The method of claim 1 wherein said network management services comprises content for display at a customer device.

3. The method of claim 2 wherein said content comprises a web page.

4. The method of claim 2 wherein said content comprises a user interface configured for receiving a request for services from the customer.

5. The method of claim 2 wherein said content comprises a plurality of network objects associated with network devices and contact objects associated with customer support and wherein at least one of said network objects and contact objects are modified based on said sentiment.

6. The method of claim 1 wherein modifying said network management services comprises modifying a response time for said network services.

7. The method of claim 1 wherein a customer support contact is selected for said network management services based on said sentiment.

8. The method of claim 1 wherein said data comprises data associated with network devices in the network.

9. The method of claim 1 wherein said sentiment comprises a satisfaction level for the customer.

10. The method of claim 1 wherein said data comprises attributes associated with customer support and calculating said sentiment comprises starting with a baseline sentiment value and deducting from the baseline value based on said attributes.

11. The method of claim 10 wherein a percentage of the deduction from the baseline value may be recovered after a specified period of time or occurrence of an event.

12. An apparatus comprising:

an analytic module for receiving data for a customer, said data associated with a customer network, and calculating a sentiment for the customer based on said data;

a services module for modifying network management services for the customer based on said sentiment; and

memory for storing said data.

13. The apparatus of claim 12 wherein said network management services comprises content for display at a customer device.

14. The apparatus of claim 13 wherein said content comprises a web page.

15. The apparatus of claim 13 wherein said content comprises a user interface configured for receiving a request for services from the customer.

16. The apparatus of claim 13 wherein said content comprises a plurality of network objects associated with network devices and contact objects associated with customer support and wherein at least one of said network objects and contact objects are modified based on said sentiment.

17. The apparatus of claim 12 wherein said sentiment comprises a satisfaction level for the customer.

18. The apparatus of claim 12 wherein said data comprises attributes associated with customer support and calculating said sentiment comprises starting with a baseline sentiment value and deducting from the baseline value based on said attributes.

19. The apparatus of claim 18 wherein a percentage of the deduction from the baseline value may be recovered after a specified period of time or occurrence of an event.

20. Logic encoded on one or more tangible computer readable media for execution and when executed operable to:

receive data for a customer, said data associated with a customer network;

calculate a sentiment for the customer based on said data; and

modify network management services for the customer based on said sentiment.