公开(公告)号：US10412218B2

公开(公告)日：2019-09-10

申请号：US16005479

申请日：2018-06-11

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US20180295237A1

公开(公告)日：2018-10-11

申请号：US16005479

申请日：2018-06-11

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M2203/555

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US20180167504A1

公开(公告)日：2018-06-14

申请号：US15375503

申请日：2016-12-12

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M2203/555

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US10798242B2

公开(公告)日：2020-10-06

申请号：US16564943

申请日：2019-09-09

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US10699703B2

公开(公告)日：2020-06-30

申请号：US15925529

申请日：2018-03-19

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Don Green ,  Mazin E. Gilbert ,  David Kapilow ,  Kelley Mantione ,  Sanjay Krishna ,  Wen-Ling Hsu ,  Cheryl Brooks ,  Christopher Rath ,  Tan Xu

IPC: G10L15/08 ,  H04M3/22 ,  H04M3/523 ,  G10L15/06

Abstract: Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.

公开(公告)号：US09998596B1

公开(公告)日：2018-06-12

申请号：US15375503

申请日：2016-12-12

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  H04M3/5183 ,  H04M2203/555

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US20190394332A1

公开(公告)日：2019-12-26

申请号：US16564943

申请日：2019-09-09

Applicant: AT&T Intellectual Property I, L.P.

Inventor： David Dunmire ,  Sanjay Krishna ,  Don Green ,  John Roberts ,  Anna Aspley

IPC: H04M3/51

Abstract: Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

公开(公告)号：US20190287517A1

公开(公告)日：2019-09-19

申请号：US15925529

申请日：2018-03-19

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Don Green ,  Mazin E. Gilbert ,  David Kapilow ,  Kelley Mantione ,  Sanjay Krishna ,  Wen-Ling Hsu ,  Cheryl Brooks ,  Christopher Rath ,  Tan Xu

IPC: G10L15/08 ,  G10L15/06 ,  H04M3/523 ,  H04M3/22

Abstract: Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.