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

• US 8,654,929 B2
• Filed: 11/06/2012
• Issued: 02/18/2014
• Est. Priority Date: 07/03/2007
• Status: Expired due to Fees

• 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:
  US13/670,036
• Publication Number:
  US 20130312021A1
• Time in Patent Office: 469 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 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.

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

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

5. The method of claim 1, wherein the communications device is a set-top box.

6. The method of claim 5, wherein the set-top box is connected to a display screen.

7. The method of 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.

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:

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.

9. The tangible computer readable medium of claim 8, further comprising sending a query from the interactive assistant for permission to allow remote access control of the communications device.

10. The tangible computer readable medium of claim 9, 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.

11. The tangible computer readable medium of claim 10, wherein a session recorder records the interactive session for later playback by the subscriber.

12. The tangible computer readable medium of claim 8, wherein the communications device is a set-top box.

13. The tangible computer readable medium of claim 12, wherein the set-top box is connected to a display screen.

14. The tangible computer readable medium of claim 8, 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.

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

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.

16. The system of claim 15, wherein the interactive assistant sends a query from the interactive assistant for permission to allow remote access control of the communications device.

17. The system of claim 16, 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.

18. The system of claim 17, wherein a session recorder records the interactive session for later playback by the subscriber.

19. The system of claim 15, wherein the communications device is a set-top box.

20. The system of claim 19, wherein the set-top box is connected to a display screen.