System and method for presenting support services

摘要

A system that incorporates teachings of the present disclosure may include, for example, system having a controller to receive from a set-top box (STB) a request for assistance, identify a subscriber account associated with the STB, identify from the subscriber account a subscription grade, select one of a plurality of subscriber support services according to the subscriber grade, and establish communications between the STB and the selected subscriber support service. Other embodiments are disclosed.

主权项

1. A system, comprising:
a memory for storing instructions; and a controller coupled to the memory, wherein the controller, responsive to executing the instructions, performs operations comprising: receiving from a set-top box a request for assistance; identifying a subscriber account associated with the set-top box; identifying, from the subscriber account, a media service procured by the subscriber; determining a history of purchases of media content at the set-top box; determining a credit history of the subscriber at the set-top box; monitoring for a service upgrade payment at the set-top box; determining an upgraded support service for the subscriber according to the media service procured by the subscriber, the history of purchases of media content, the credit history and the monitoring for the service upgrade payment; selecting a subscriber support service level of a plurality of subscriber support service levels according to the upgraded support service; establishing communications with the set-top box at the subscriber support service level, wherein the communications enable an un-queued video support service at the set-top box, wherein the un-queued video support service comprises a video communication session with a human agent, and wherein the communications further enable an interactive voice response system accessible from the set-top box for servicing the request for assistance; and scheduling communications between the set-top box and a selected subscriber support service based on the subscriber support service level, wherein the un-queued video support service comprises a picture-in-picture video communication session with the human agent, wherein each of the plurality of subscriber support services levels is associated with the upgraded support service, wherein the determining of the upgraded support service is based on a reward system wherein points are provided for pre-determined subscriber activities that correspond with business goals, wherein the interactive voice response system utilizes voice recognition and synthesized voice responses, wherein the system operates in a media communication system corresponding to a broadcast television system or a cellular communication system, and wherein the media services comprise a cellular communications service, a cable television service, or a satellite television service.