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System and method for automating customer relations in a communications environment

  • US 8,223,954 B2
  • Filed: 03/22/2005
  • Issued: 07/17/2012
  • Est. Priority Date: 03/22/2005
  • Status: Active Grant
First Claim
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1. A system for providing automated customer support comprising:

  • a customer relations management module configured to;

    receive a signal from each of a plurality of passive listening devices coupled to a data center switch, each of the passive listening devices configured to monitor a performance characteristic of at least a portion of a communication network and to output the signal in response to the monitored performance characteristic, each of the passive listening devices responsive to interrogation by an interrogation device and configured to receive queries from the interrogation device in response to a subscriber inquiry;

    identify at least one monitored component of the communication network that provides service to a particular subscriber making the subscriber inquiry;

    receive historical subscriber-specific performance data related to the particular subscriber and associated with the at least one monitored component from a performance database accessible to the customer relations management module and to each of the passive listening devices;

    generate a list of responses to the subscriber inquiry based on an analysis of data located in the performance database;

    assign a confidence level to each particular response in the list of responses based on a likelihood of the particular response addressing the subscriber inquiry;

    automatically transmit at least one of the responses to the particular subscriber when the confidence level assigned to the at least one response satisfies a threshold level; and

    automatically route the subscriber inquiry to an agent station when the confidence level assigned to each of the responses fails to satisfy the threshold level.

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