Methods, systems and computer products for video calling and live help via IPTV

• US 8,351,577 B2
• Filed: 07/03/2007
• Issued: 01/08/2013
• Est. Priority Date: 07/03/2007
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property, Inc. (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Cassanova, Jeffrey
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US11/773,095
• Publication Number:
  US 20090009586A1
• Time in Patent Office: 2,016 Days
• Field of Search: 348/14.04, 379/88.13, 379/1.01, 379/9.03, 379/9.02, 379/10.01, 379/27.01, 379/27.02, 379/27.03, 379/28, 379/32.01
• US Class Current: 379/1.01
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/611 for multicast or broadcast systems for broadcast or conference H04L12/18; arrangements for broadcast or distribution combined with broadcast H04H20/00; arrangements for broadcast applications with a direct linkage to broadcast information or to broadcast space-time H04H60/00; selective distribution of broadcast services, e.g. multimedia broadcast multicast service [MBMS], H04W4/06
• CPC Class Codes: H04N 21/44213 Monitoring of end-user related data arrangements for monitoring the users' behaviour or opinions in broadcast systems H04H60/33
• CPC Class Codes: H04N 7/141 between two video terminals, e.g. videophone telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085

Abstract

Systems, methods and computer products for querying for an interactive assistant for communication over a network via the set-top box. Communications are initiated between a subscriber and an interactive assistant. A diagnostic data log is uploaded from the set-top box to the interactive assistant. Based on the communications between the subscriber an interactive assistant and the diagnostic data log, diagnostic protocols are executed within the set-top box to generate a diagnostic report. The interactive assistant provides feedback analytics via the set-top box based on the communications between the subscriber and the interactive assistant, the diagnostic data log and the diagnostic report. Firmware solutions are downloaded to the set-top box based on results from the diagnostic report.

Claims

1. A method for providing interactive communications, the method comprising:

establishing communications between an interactive assistant in a help desk server and a communications device via a communications network;

receiving a service request sent from a subscriber operating the communications device to the interactive assistant;

receiving a diagnostic data log to the interactive assistant from the communications device; and

servicing the communications device via the communications network by the interactive assistant based on analysis within the interactive assistant of the service request and the diagnostic data log;

wherein the servicing is fulfilled in an automated process when the service request is common and the servicing is provided in a direct interactive process when the service request is unique;

wherein the interactive assistant is an automated computer program that analyzes communications of the subscriber, the diagnostic data log, and a diagnostic report to determine various pre-recorded presentations for correcting problems with the communications device of the subscriber; and

wherein the various pre-recorded presentations are on-demand video presentations demonstrating methods for correcting the problems of the communications device of the subscriber.

2. The method according to claim 1, further comprising receiving a query from the interactive assistant for permission to allow remote access control of the communications device.

3. The method according to claim 2, wherein the interactive assistant acquires remote access control of the communications device to guide the subscriber through an interactive session with scenarios for correcting the problems within the communications device.

4. The method according to claim 3, wherein a session recorder records the interactive session for later playback by the subscriber.

5. The method according to claim 1, wherein the various pre-recorded presentations comprise an automated trouble shooting tool acquiring remote access control of the communications device to perform a process for operating the communications device to:

perform properly;

upload firmware; and

provide information demonstrating how the subscriber should correct the problems with the communications device.

6. A non-transitory computer readable medium providing automated interactive communications, the non-transitory computer readable medium comprising including instructions for causing a computer to implement a method, the method comprising:

establishing communication over a network between an automated interactive assistant and a set-top box operated by a subscriber;

receiving a service request sent from the subscriber operating the set-top box to the automated interactive assistant;

receiving a diagnostic data log to the automated interactive assistant via the network from the set-top box;

analyzing the service request within the automated interactive assistant to determine when the service request can be fulfilled with an automated process wherein a positive service profile is generated when the service request is common and a negative service profile is generated when the service request is unique;

providing feedback analytics and interactive assistance from the automated interactive assistant to the subscriber via the step-top box based on the positive service profile and the diagnostic data log;

transmitting from the automated interactive assistant via the network, and executing within the set-top box, diagnostic protocols in response to the positive service profile to generate a diagnostic report; and

transmitting firmware solutions from the automated interactive assistant to the set-top box based on the positive service profile, the diagnostic data log, and the diagnostic report;

wherein the automated interactive assistant analyzes the positive service profile, the negative service profile, the diagnostic data log, and the diagnostic report to determine various pre-recorded presentations for correcting problems of the set-top box; and

wherein the various pre-recorded presentations are on-demand video presentations demonstrating methods for correcting the problems of the set-top box of the subscriber.

7. The computer readable medium according to claim 6, wherein the automated interactive assistant queries the subscriber for permission to allow remote access control of the set-top box.

8. The computer readable medium according to claim 7, wherein the automated interactive assistant acquires remote access control of the set-top box to guide the subscriber through an interactive session with scenarios for correcting the problems within the set-top box.

9. The computer readable medium according to claim 8, wherein a session recorder records the interactive session for later playback by the subscriber.

10. The computer readable medium according to claim 6 wherein the various pre-recorded presentations include a process wherein the automated interactive assistant acquires remote access control of the set-top box to perform a process for configuring the set-top box to:

perform properly;

upload firmware; and

provide information demonstrating how the subscriber should correct the problems with the set-top box.

11. A system for facilitating live interactive communications, the system comprising:

a help desk server capable of two-way communications with a set-top box over a network;

a live help application responding on the help desk server, the live help application having instructions to;

enable communications between an interactive assistant provided by the help desk server and a subscriber operating the set-top box, wherein the help desk server and the interactive assistant receive a service request from the subscriber;

receive a diagnostic data log from the set-top box in response to the service request and generate a diagnostic report using the diagnostic data log and the service request;

analyze the diagnostic report to determine when the service request can be fulfilled using an automated process wherein a positive service profile is generated when the service request is common and a negative service profile is generated when the service request is unique;

provide feedback analytics and interactive assistance to the subscriber via the set-top box based on the diagnostic report and the positive service profile when generated and the negative service profile when generated; and

transmit firmware solutions to the set-top box based on the positive service profile when generated and the negative service profile when generated and the diagnostic report;

wherein the interactive assistant is an automated computer program that analyzes communications of the subscriber, the diagnostic data log, and the diagnostic report to determine various pre-recorded presentations for correcting problems with the set-top box of the subscriber; and

wherein the various pre-recorded presentations are on-demand video presentations demonstrating methods for correcting the problems of the set-top box of the subscriber.

12. The system according to claim 11, wherein diagnostic protocols are transmitted from the help desk server for execution within the set-top box in response to the positive service profile to generate the diagnostic report.

13. The system according to claim 11, wherein the negative service profile prompts the help desk server to initiate the two-way communications with a live help desk assistant for communications with the subscriber via the set-top box.

14. The system according to claim 13, wherein the live help desk assistant queries the subscriber for permission to allow remote access control of the set-top box.

15. The system according to claim 12, wherein an automated help desk assistant acquires remote access control of the set-top box to guide the subscriber through an interactive session with scenarios for correcting the problems within the set-top box.

16. The system according to claim 15, wherein a session recorder records the interactive session for later playback by the subscriber.