| 发明名称 | Systems and methods for predictive analysis of technical support issues | ||
| 摘要 | Embodiments of the present invention generally relate to a method and system for predictive analysis of technical issues in a technical support environment. In some embodiments, the method may include receiving information associated with a first technical support issue reported by a customer, associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data, and transmitting at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent workstation. | ||
| 申请公布号 | US9313676(B2) | 申请公布日期 | 2016.04.12 |
| 申请号 | US201314090567 | 申请日期 | 2013.11.26 |
| 申请人 | Vonage America Inc. | 发明人 | Venezia Lisa M.;Verbel Eric;Sreenath Kavitha;Martinez Jose |
| 分类号 | H04M11/00;H04W24/04;H04M3/51 | 主分类号 | H04M11/00 |
| 代理机构 | Moser Taboada | 代理人 | Moser Taboada ;Pagnotta Joseph |
| 主权项 | 1. A method for predictive analysis of technical support issues of a telecommunication system in a technical support environment, comprising: receiving information associated with a first technical support issue reported by a customer; associating at least one category with the first technical support issue based on an analysis of the received information and a history of system operation status data; determining a confidence level for each of the at least one categories associated with the first technical support issue, wherein the confidence level is an indicator that provides a measure of likelihood that the associated at least one category includes a probable cause of the first technical support issue; and transmitting at least a portion of the information associated with the first technical support issue and the associated at least one category to an agent. | ||
| 地址 | Holmdel NJ US | ||