Proactive customer care in a communication system

US11399295B2 · kind B2 · utility

Assignees

• AT&T Intellectual Property I, L.P. · US
• AT&T Mobility II LLC · US
• Purdue Research Foundation · US

Inventors

• Matthew Osinski · Westfield, US
• Jia Wang · Dover, US
• Zihui Ge · Madison, US
• Anthony Caracciolo · East Brunswick Township, US
• Chandra Thompson · College Park, US
• Benjamin Grizzle · Yukon, US
• Eric Bonitz · Pueblo, US
• Hendrik Hofman · Danville, US
• Sonia Fahmy · West Lafayette, US
• Chunyi Peng · Beijing, CN
• Bruno Ribeiro · Indaiatuba, BR
• Amit Kumar Sheoran · Palo Alto, US

Key dates

• Filing date: Oct 9, 2020
• Grant date: Jul 26, 2022
• Expiry date: Jan 21, 2041

Classification

• Technology area (CPC G): Physics
• CPC primary: G06N5/045
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

Aspects of the subject disclosure may include, for example, automatically detecting a service issue of a telecommunication system that may impact a customer of a telecommunication service provider of the telecommunication system, predicting, by the processing system, a future customer care interaction by the customer as a result of the service issue, initiating a resolution action of the telecommunication system for the service issue before the customer contacts a customer care agent of the telecommunication service provider, wherein the initiating is responsive to the predicting the future customer care interaction and modifying a component of the telecommunication system to improve efficiency of operation of the telecommunication system by reducing a number of customer care contacts by customers of the telecommunication service provider. Other embodiments are disclosed.