System and method for automating customer relations in a communications environment

摘要

A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.