AUTOMATIC COMPLETION OF FAILED SELF-CARE RESOLUTION ATTEMPT FOR INTERACTIVE SYSTEMS

• US 20160149768A1
• Filed: 11/26/2014
• Published: 05/26/2016
• Est. Priority Date: 11/26/2014
• Status: Abandoned Application

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: HOOSHIARI, Alireza, FAN, James W.
• Application Number:
  US14/554,541
• Publication Number:
  US 20160149768A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/5064 Customer relationship management

Abstract

A system receives a communication from a user via a first communication channel used by users to automatically resolve an issue. The system monitors, using a processor of a computer, interaction between the user and the system during the communication. Then, as a result of the monitoring, a failed attempt by the user to resolve an issue is identified. The failed attempt is categorized into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided. A second communication is then established with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.

Claims

1. A method of automatically completing a self-care attempt by a user, comprising:

receiving a communication from a user via a first communication channel comprising a system configured to be used by users to automatically resolve an issue;

monitoring, using a processor of a computer, interaction between the user and the system during the communication;

identifying, as a result of the monitoring, a failed attempt by the user to resolve an issue;

categorizing the failed attempt into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided;

establishing the second communication with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.

2. The method of claim 1, further comprising:

monitoring user activity involving a device of the user; and

sending a notification to the device of the user when the monitoring the user activity indicates that the device is in use,

wherein the notification comprises an identifier to allow the user to begin the second communication at a location in the interaction at which the failed attempt ended.

3. The method of claim 2, wherein the device comprises a television and the notification comprises sending a message to be displayed on the television.

4. The method of claim 2,

wherein the first communication channel comprises a web portal, and

wherein the device comprises a portable communications device.

5. The method of claim 1, further comprising:

monitoring a communication channel of the user distinct from the first communication channel, after the failed attempt, to determine if the user attempted to pursue additional actions related to the issue, after the failed attempt.

6. The method of claim 1, further comprising:

initiating an interactive voice response communication to the user; and

resolving the issue.

7. The method of claim 1, further comprising:

automatically contacting the user, based on the categorizing, via the second communication channel; and

beginning to resolve the issue beginning at a position in the interaction at which the failed attempt to resolve the issue ended.

8. The method of claim 1, further comprising:

sending an identifier to the user based on the categorizing;

receiving the second communication from the user; and

attempting to resolve the issue beginning at a position in the interaction at which the failed attempt to resolve the issue ended.

9. The method of claim 1, further comprising:

determining a communication address at which to contact the user; and

initiating an outbound communication to the user at the communication address.

10. The method of claim 1, further comprising:

requesting authorization from the user to automatically to resolve the issue without further action on the part of the user;

resolving the issue if authorization from the user is received, and if authorization from the user is not received;

sending an identifier to the user;

receiving the second communication from the user;

attempting to resolve the issue beginning at a position in the interaction at which the failed attempt to resolve the issue ended.

11. The method of claim 10, wherein the second communication of the user is initiated in response to user selection of a link sent to the user with the identifier.

12. The method of claim 1, wherein the categorizing is based upon a determined simplicity of resolving the issue.

13. The method of claim 1, further comprising initiating the second communication to the user via a social media application in order to resolve the issue.

14. The method of claim 1, wherein the identifying is based upon one of a timeout and an idle user device condition.

15. The method of claim 1, further comprising initiating the second communication to the user based upon a detected user activity after termination of the interaction.

16. The method of claim 1, further comprising contacting the user to initiate the second communication after a delay beginning after the failed attempt;

and

monitoring user email activity associated with the issue during the delay.

17. The method of claim 1, further comprising contacting the user to initiate the second communication after a delay beginning after the failed attempt;

and

monitoring user text messaging activity associated with the issue during the delay.

18. The method of claim 16, further comprising using information obtained from the monitoring in performing the categorizing.

19. A computer system, comprising:

a memory that stores instructions for completing a failed attempt of a user to resolve an issue using a self-care system, and

a processor that executes the instructions,

wherein, when executed by the processor, the instructions cause the processor to perform operations comprising;

receiving a communication from a user via a first communication channel comprising a system configured to be used by users to automatically resolve an issue;

monitoring, using a processor of a computer, interaction between the user and the system during the communication;

identifying, as a result of the monitoring, a failed attempt by the user to resolve an issue;

categorizing the failed attempt into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided;

establishing the second communication with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.

20. A tangible computer-readable storage medium encoded with an executable computer program for providing automatically completing a self-care attempt by a user and that, when executed by a processor, causing a computer apparatus to perform a process comprising:

receiving a communication from a user via a first communication channel comprising a system configured to be used by users to automatically resolve an issue;

monitoring, using a processor of a computer, interaction between the user and the system during the communication;

identifying, as a result of the monitoring, a failed attempt by the user to resolve an issue;

categorizing the failed attempt into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided;

establishing the second communication with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.