Customer service call routing

摘要

Customer service calls to media service providers are addressed by remotely monitoring and diagnosing the customer's installed equipment. Such remote diagnosis decreases the need for assistance from customer service representatives and on-site repair technicians. In a method of operating a customer service routing system for a media service provider, subscriber equipment is first identified and then data specific to the subscriber equipment is collected. Relevant data can be maintained as an equipment health history in a database that is updated periodically by automatic monitoring. The database can be located within a remote server. Equipment data can be extracted automatically and relayed directly to the subscriber, thereby bypassing interaction with a customer service representative.

主权项

1. A customer service routing system, comprising:
a plurality of subscriber equipment for a subscriber, including a content receiver in communication with at least one other subscriber equipment and a display, the content receiver configured to receive video media content for presentation on the display; an interactive response system that selects a plurality of interactive queries for the subscriber in response to a communication from the subscriber, the plurality of interactive queries are selected based on an equipment-of-interest of the plurality of subscriber equipment that has a potential problem; and a health server in communication with the content receiver and the interactive response system, the health server including:
a microprocessor; anda processor-readable non-transitory medium having computer-executable instructions stored thereon that cause the microprocessor to:
receive health status information for the plurality of subscriber equipment from the content receiver, wherein the health status information includes information regarding interruptions in television signals provided to the content receiver and a signal strength of television signals received by the content receiver;determine the equipment-of-interest from the plurality of subscriber equipment based on the health status information;generate an informational response to correct the potential problem of the equipment-of-interest based on the equipment status information; and provide the informational response to the interactive response system for communicating to the subscriber.