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

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Wiatt, Tom, Dallessandro, Lona N., Mahoney, Kirk, Britt, James Austin, Bruun, James Douglas, Garcia, Rosalinda, Paden, Jonathan, Pate, Ellen, Robinson, Kristina
• Primary Examiner(s): Goins, Davetta W
• Assistant Examiner(s): ISLAM, MOHAMMAD K
• Application Number:
  US11/086,794
• Publication Number:
  US 20060215833A1
• Time in Patent Office: 2,674 Days
• Field of Search: 37926502-26601, 379/32.01, 379/100.05, 455/426.2, 370352-356
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

Claims

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.

2. The system of claim 1, wherein the at least one monitored component has at least one operating parameter and the at least one operating parameter can deviate from an average perfoiniance to a minimal performance, wherein the customer relations management module is further configured to retrieve minimal performance data.

3. The system of claim 2, wherein the customer relations management module is further configured to retrieve the minimal performance data from a plurality of network components.

4. The system of claim 1, wherein at least one of the plurality of passive listening devices is coupled to one of a subscriber computer, a subscriber modem, a service platform, a power monitor, a network traffic monitor, a status-reporting organization, a server monitor, a memory monitor, a router, a switch, a hub, a voice over interne protocol system, a messaging system, a wireless communication cell, a maintenance records department, a code violation monitor, and a quality-of-service monitor.

5. The system of claim 1, wherein data in the performance database is linked to the particular subscriber by one of a geographic location, subscriber connection data, and a list of services provided to the particular subscriber.

6. The system of claim 1, wherein each of the plurality of passive listening devices is coupled to the customer relations management module and wherein the plurality of passive listening devices are distributed throughout multiple communication networks.

7. The system of claim 1, wherein at least one of the plurality of passive listening devices is located behind a firewall.

8. The system of claim 1, wherein at least one of the plurality of passive listening devices is within a network appliance.

9. The system of claim 1, wherein each of the plurality of passive listening devices is configured to monitor the performance characteristic based on at least one of anomaly detection, heuristics, traffic pattern analysis, application analysis, payload analysis, and code violations.

10. The system of claim 1, wherein the interrogation device includes a server configured to locate, address, and receive data from at least one of the plurality of passive listening devices, the interrogation device configured to write a portion of the received data to the performance database.

11. The system of claim 1, wherein at least one of the plurality of passive listening devices is a stand alone device that is not disposed within another network component.

12. A method of providing customer service comprising:

receiving 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;

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

receiving 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 data center switch and to the plurality of passive listening devices;

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

assigning 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 transmitting 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 routing the subscriber inquiry to an agent station when the confidence level assigned to each of the responses fails to satisfy the threshold level.

13. The method of claim 12, further comprising communicating the at least one response in real time.

14. The method of claim 12, further comprising:

classifying the subscriber inquiry as a subscriber network performance issue; and

identifying a network component that could cause the subscriber network performance issue.

15. The method of claim 12, wherein stored information indicates that more than one network components provide unacceptable performance.

16. The method of claim 15, further comprising initiating display of a list identifying the more than one network components.

17. The method of claim 12, wherein each of the plurality of passive listening devices is configured to monitor at least one of a subscriber computer, a subscriber modem, a service platform, a power monitor, a network traffic monitor, a status reporting organization, a server monitor, a memory monitor, a router, a switch, a hub, a voice over internet protocol system, a messaging system, a wireless communication cell, a maintenance records department, service records, call records, weather data, a code violation monitor and a quality-of-service monitor.

18. The method of claim 12, further comprising linking the particular subscriber to a network status by one of geographic location, connection data, and subscriber services utilized.

19. The method of claim 12, further comprising receiving an identifier associated with the subscriber inquiry, wherein the identifier comprises caller identification information.

20. The method of claim 12, further comprising receiving the subscriber inquiry via an interactive voice response system.

21. The method of claim 12, further comprising receiving the subscriber inquiry via a website.

22. The method of claim 12, further comprising receiving the subscriber inquiry via a telephony service call.

23. The method of claim 12, further comprising receiving the subscriber inquiry via a voice over internet protocol call.

24. The method of claim 12, wherein each of the plurality of passive listening devices is configured to monitor the performance characteristic based on at least one of anomaly detection, heuristics, traffic pattern analysis, application analysis, payload analysis, and code violations.

25. The method of claim 12, wherein the interrogation device includes a server configured to locate, address, and receive data from at least one of the plurality of passive listening devices, the interrogation device configured to write a portion of the received data to the performance database.