Process for automatically handling electronic requests for notification of unsolicited commercial email and other service disruptions
First Claim
1. A method comprising:
- receiving, by way of a computing device, a complaint about an incident on a computer network;
identifying a category of the complaint, the category being at least a security-related complaint;
validating the complaint by determining whether the complaint includes information relating to a source of the complaint;
identifying the source of the complaint;
determining whether the complaint is serious based at least in part on a type of attempted unauthorized access;
sending a message to the source of the complaint when it is determined that the complaint is not serious; and
terminating service to the source of the complaint when it is determined that the complaint is serious.
8 Assignments
0 Petitions
Accused Products
Abstract
A system and method for automatically processing and responding to large volumes of customer requests regarding Unsolicited Commercial Email (UCE) and other service disruptions. The process combines manual and automated steps, and includes routing, filtering, aggregating, validating, ticketing, custom and automated responses, tracking, analyzing, and closing each validated request. The process can be used by the Customer Support Center (CSC) of the Internet Service Provider (ISP) to insure that all complaints are handled successfully, that promotion of complaints is done correctly, that legal aspects of certain criminal or fraud related incidents are handled correctly, and that portions of the processing of complaints are handled automatically.
59 Citations
29 Claims
-
1. A method comprising:
-
receiving, by way of a computing device, a complaint about an incident on a computer network; identifying a category of the complaint, the category being at least a security-related complaint; validating the complaint by determining whether the complaint includes information relating to a source of the complaint; identifying the source of the complaint; determining whether the complaint is serious based at least in part on a type of attempted unauthorized access; sending a message to the source of the complaint when it is determined that the complaint is not serious; and terminating service to the source of the complaint when it is determined that the complaint is serious. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
-
-
16. A system, comprising:
-
a plurality of computers connected over a network; a complainant that experiences a service issue; a service provider that provides service to the complainant via the network, wherein the service provider receives a complaint from the complainant relating to the service issue, validates the complaint by determining whether the complaint includes information relating to a source of the complaint, identifies a source of the service issue, identifies a category of the complaint, the category being at least a security-related complaint, determines whether the complaint is serious based at least in part a type of attempted unauthorized access, when it is determined that the complaint is serious, the service provider terminates service to the source of the service issue, when it is determined that the complaint is not serious, the service provider determines whether a duplicate complaint exists, determines whether a number of the duplicate complaints reaches a predetermined threshold if a duplicate complaint exists, and terminates service to the source of the service issue if the number of duplicate complaints reaches the predetermined threshold. - View Dependent Claims (17, 18, 19, 20, 21, 22)
-
-
23. A method comprising:
-
receiving, by way of a computing device, a complaint from a complainant about an incident on a computer network; validating the complaint in part by determining whether evidence of the incident is attached to the complaint; identifying a source of the incident based on the evidence; identifying a category of the complaint, the category being at least one of an Unsolicited Commercial Email (UCE) complaint and a security-related complaint; when the complaint is a security-related complaint, determining whether the complaint is serious based at least in part on a type of attempted unauthorized access; when the complaint is an Unsolicited Commercial Email (UCE) complaint, determining whether the complaint is serious by determining whether a duplicate complaint exists; and if a duplicate complaint exists, determining whether a number of duplicate complaints for the incident reaches a predetermined threshold; and terminating service to the source of the incident when it is determined that the complaint is serious. - View Dependent Claims (24, 25, 26, 27, 28, 29)
-
Specification