公开(公告)号：US09313676B2

公开(公告)日：2016-04-12

申请号：US14090567

申请日：2013-11-26

Applicant: Vonage America Inc.

Inventor： Lisa M. Venezia ,  Eric Verbel ,  Kavitha Sreenath ,  Jose Martinez

IPC: H04M11/00 ,  H04W24/04 ,  H04M3/51

CPC classification number: H04W24/04 ,  G06Q10/06 ,  G06Q30/016 ,  H04M3/5175 ,  H04M2215/32

Abstract: 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.

Abstract translation: 本发明的实施例通常涉及用于技术支持环境中的技术问题的预测分析的方法和系统。 在一些实施例中，所述方法可以包括接收与由客户报告的第一技术支持问题相关联的信息，所述信息基于对接收到的信息和系统操作状态数据的历史的分析将至少一个类别与第一技术支持问题相关联， 以及将与所述第一技术支持问题相关联的信息的至少一部分和所述相关联的至少一个类别发送到代理工作站。