Proactive customer care in a communication system

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 interacti...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser:	Hofman, Hendrik, Fahmy, Sonia, Wang, Jia, Grizzle, Benjamin, Sheoran, Amit Kumar, Osinski, Matthew, Ge, Zihui, Caracciolo, Anthony, Peng, Chunyi, Ribeiro, Bruno, Thompson, Chandra, Bonitz, Eric
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION WIRELESS COMMUNICATIONS NETWORKS
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Beschreibung
Zusammenfassung:	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.