Methods, systems and computer products for video calling and live help via IPTV
First Claim
1. A method for providing interactive communications, the method comprising:
- establishing communications between an interactive assistant in a server and a communications device via a communications network;
receiving a service request sent to the interactive assistant from a subscriber operating the communications device;
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.
1 Assignment
0 Petitions
Accused Products
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.
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Citations
20 Claims
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1. A method for providing interactive communications, the method comprising:
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establishing communications between an interactive assistant in a server and a communications device via a communications network; receiving a service request sent to the interactive assistant from a subscriber operating the communications device; 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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A tangible computer readable medium providing automated interactive communications, the tangible computer readable medium comprising instructions for causing a computer to implement a method, the method comprising:
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establishing communications between an interactive assistant in a server and a communications device via a communications network; receiving a service request sent to the interactive assistant from a subscriber operating the communications device; 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. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for facilitating live interactive communications, the system comprising:
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a server; an interactive assistant on the server, the interactive assistant executing instructions to perform; establishing communications between the interactive assistant on the server and a communications device via a communications network; receiving a service request sent to the interactive assistant from a subscriber operating the communications device; 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. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification