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WO1998038823A2 - Systeme interactif representant du service a la clientele-abonne permettant de diagnostiquer et de resoudre des problemes concernant le fonctionnement et l'utilisation d'un appareil de telecommunications sans fil - Google Patents

Systeme interactif representant du service a la clientele-abonne permettant de diagnostiquer et de resoudre des problemes concernant le fonctionnement et l'utilisation d'un appareil de telecommunications sans fil Download PDF

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Publication number
WO1998038823A2
WO1998038823A2 PCT/GB1998/000580 GB9800580W WO9838823A2 WO 1998038823 A2 WO1998038823 A2 WO 1998038823A2 GB 9800580 W GB9800580 W GB 9800580W WO 9838823 A2 WO9838823 A2 WO 9838823A2
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WO
WIPO (PCT)
Prior art keywords
customer
customer service
service representative
user
wireless communication
Prior art date
Application number
PCT/GB1998/000580
Other languages
English (en)
Other versions
WO1998038823A3 (fr
Inventor
Mark Henry Lawrence
Original Assignee
Harris Corporation
Meddle, Alan, Leonard
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Harris Corporation, Meddle, Alan, Leonard filed Critical Harris Corporation
Priority to AU63029/98A priority Critical patent/AU6302998A/en
Publication of WO1998038823A2 publication Critical patent/WO1998038823A2/fr
Publication of WO1998038823A3 publication Critical patent/WO1998038823A3/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W24/00—Supervisory, monitoring or testing arrangements

Definitions

  • the present invention relates to telecommunication networks and systems, and is directed to an improved diagnostic and problem resolution subsystem, that is readily interfaced with one or more databases and performance monitoring and expert systems of a telecommunication service provider, and is operative to facilitate the ability of a customer service representative to interact with a user/ customer seeking resolution of an inquiry, including but not limited to a problem related to the use of equipment, particularly a wireless device, such as a portable phone, and/or telecommunication services accessible by such equipment.
  • telecommunication service providers may subscribe to a variety of services and/or employ multiple types of telecommunication equipment, such as wireline, fiber optic and wireless components that are available from a number of different sources. Since customers are usually technically unsophisticated, whenever a problem is encountered, whether it be with service, billing, or the operation of a piece of equipment, for example, the first thing a customer can be expected to do is 'call the phone company and complain'. The customer's complaint query will ordinarily be routed to a service center workstation of a customer service representative, who interacts or converses with the customer, while accessing a customer database containing the customer's account.
  • the customer service representative will often schedule a service request for the subsequent attention of a skilled technician or craftsperson.
  • the service technician may initially attempt to resolve the problem by performing diagnostic testing of the subscriber line from a dedicated network test facility; if unsuccessful, the servicing craftsperson may eventually have to travel to the customer premises and perform on-site testing of the customer's equipment.
  • Wireless communications offer an additional set of problems, not the least of which is the fact that since the communication channel is wireless, a link between the customer's wireless device (e.g. a portable cellular phone) and the telephone service provider's equipment is not continuously available, so as to prevent hard line access from a remote test subsystem at a servicing office to the customer's line or device.
  • a link between the customer's wireless device e.g. a portable cellular phone
  • the telephone service provider's equipment is not continuously available, so as to prevent hard line access from a remote test subsystem at a servicing office to the customer's line or device.
  • the present invention includes a method of using a telecommunication network having a customer service facility to which inquiries may be directed by a user of said network for resolution of a problem related to the use of a wireless communication device or telecommunication services accessible by such device, a method of obtaining a resolution of said problem comprising the steps of:
  • the invention also includes a system for diagnosing a problem related to the use of a wireless communication device employed by a customer of a telecommunication network, comprising a customer service facility to which inquiries are directed by customers of said network in the event of problems related to the use of said wireless communication device in conducting communications over said network, said customer service facility having a plurality of telecommunication workstations at which a customer service representatives may communicate with said customers, and wherein a respective workstation is operative to execute an automated diagnostic and problem resolution routine that is interfaced with one or more telecommunication databases and a network performance monitoring subsystem of said network, said routine being operative to generate a user interface at said workstation that directs a customer service representative through a series interactive communication steps with said customer to diagnose said problem, including selectively instructing said customer to place a can from said wireless communication device to a test site and thereby place said wireless communication device in a test path with performance monitoring equipment at said test site.
  • An object of the present invention is to solve the problems successfully by a new and improved automated diagnostic and problem resolution subsystem, that is readily interfaced with one or more databases and performance monitoring and expert systems of a telecommunication service provider, and is operative to facilitate the ability of a customer service representative to interact with a customer seeking the resolution of an inquiry, including but not limited to a problem related to the use of equipment, particularly a wireless phone, and/or telecommunication services accessible by such equipment.
  • the software-based mechanism of the invention facilitates customer service interaction by generating a windows-based graphics user interface on the service representative's workstation.
  • the information is displayed in a manner that will guide the service representative through a series of interactive communication steps with an inquiring customer.
  • a customer inquiry including but not limited to the use of wireless equipment and/ or telecommunication services accessible by such equipment, can be readily diagnosed and the problem resolved from the customer service representative's workstation.
  • a telecommunication system in which the invention may be installed may include one or more central offices of a telecommumcation services provider, that are wireline- linked to each other and to a number of distributed sites, such as customer premises, local retail points of sale, and one or more points of sale owned by a wireless carrier.
  • the central offices may be wireline-linked to a mobile telephone switching office, which is linked to a cellular base station 33.
  • the mobile telephone switching office is linked to a customer service facility staffed by one or more customer service representatives.
  • the service representatives' workstations are linked to and are configured to execute the automated diagnostic and problem resolution system of the invention so as to allow any customer service representative to interact with any customer seeking resolution of a question or problem, such as that related to the use of a wireless device, and/ or telecommunication services accessible by the device.
  • a first proactive subroutine of the automated diagnostic and problem resolution system of the invention various sites and equipment of a network performance subsystem employed by the telecommunication service provider to maintain network communication integrity are continuously monitored for anomalies that may impair or interrupt wireless service to one or more customers and thereby stimulate one or more complaint inquiries from customers. If one or more network anomalies or unusual conditions occur, the subroutine will declare an exception representative of a potential problem, that may give rise to one or more customer complaints.
  • One of the key features of the invention is that it automatically generates an online guide for the customer service representative.
  • This on-line guide enables the customer service representative to efficiently interact with a customer to diagnose and solve a customer perceived problem.
  • it anticipates the problem and alerts customer service representative workstations to the likelihood of incoming complaint calls related to the detected anomaly.
  • the graphic user interface displayed on the customer service representative's workstation monitor may employ a windows-based screen format.
  • a map showing the location of the customer within the network may be displayed.
  • on-line instructions associated with the respective steps of the subroutines to be described are successively displayed. This window may be used, as appropriate, to enter a response from the customer.
  • the present invention executes a utilities and customer inquiry/problem subroutine, in response to a customer logging on to a system interface, such as a remote communication terminal installed at a point of sale, and placing a digital communication form that terminal, or in response to a call from a customer (e.g., dialling a prescribed customer service access code, such as #611).
  • a system interface such as a remote communication terminal installed at a point of sale
  • a digital communication form that terminal
  • a customer e.g., dialling a prescribed customer service access code, such as #611
  • the subroutine causes a graphical user interface to be displayed at the remote terminal.
  • the customer service representative may interact with the customer as necessary.
  • the interface generated on the remote terminal is used to interrogate the customer by requesting that the customer supply various customer associated information, such as identification, equipment type or problem information. Based upon the information supplied by the customer, the subroutine will then ask the customer to select either a utility option or a call handling option.
  • utility option is meant that the customer is seeking information relating to the customer's service contract with the service provider, such as the contents of a billing statement or equipment configuration information.
  • call handling option is meant that the customer is seeking to remedy a connectivity problem, such as a degraded operation of the phone.
  • the subroutine retrieves and displays the requested information to the customer. Once the customer has received the answer to the utility inquiry, the subroutine transitions to a marketing exit step which provides the customer service representative with the ability to inform the customer of marketing information, such as service options to which the customer may wish to subscribe, as a non-limiting example, before terminating the session.
  • a marketing exit step which provides the customer service representative with the ability to inform the customer of marketing information, such as service options to which the customer may wish to subscribe, as a non-limiting example, before terminating the session.
  • This subroutine which involves interactive participation by a customer service representative, is the same on-line customer interaction guide subroutine that is automatically accessed and displayed to the customer service representative in response to a customer call inquiry.
  • the customer service representative will ask the customer for identification, to ensure accurate customer identification for security purposes in conducting an information sharing dialogue with the customer.
  • the customer's complete record, including account, service and complaint history information is then displayed within the subscriber information window of the graphic user interface.
  • the service representative is then instructed to ask the customer to describe the reason for the call. .
  • the service representative selects the appropriate option (e.g., billing, marketing promotion, equipment problem, poor line quality) within a displayed menu of purpose options that is considered to categorize the purpose of the call or problem, as described by the customer.
  • the subroutine then accesses information from a corresponding database and displays a listing of items associated related to the customer's inquiry.
  • the accessed information allows the customer service representative to verify the customer's inquiry. For example, if in the customer is complaining of a connection problem, such as a dropped call, that complaint may be verifiable from an examination of call history information stored in the network performance management system. Similarly, if the customer's inquiry relates to a class of service option, that inquiry can be readily compared with the customer's account and marketing information.
  • an auxiliary database such as an expert system, containing information relating to the customer's equipment, that may readily lead to a resolution of the problem is accessed. Interrogating an expert system containing information that has been accumulated on equipment of the type employed by the customer may reveal one or more aspects of the customer's particular equipment that have been identified as potential sources of the particular complaint.
  • the call handling subroutine further inquires whether the interaction between the customer service representative and the customer has successfully identified and solved the problem for a given diagnosis listing. If so, the database is updated and the subroutine prompts the customer service representative with the option of asking marketing questions, before terminating the call. Whether or not such questions are asked be left up to the customer service representative, based upon the previous dialogue with the customer.
  • the customer service representative may again interrogate the expert database, to determine whether another probable resolution of the problem is listed. If so, the customer service representative may select another cause option from the displayed list of diagnosis statements and interact with the customer in an attempt to resolve the problem by having the customer following the service representative's instructions, as described above. This sequence is repeated to the extent necessary until either the problem is solved or the initial call handling subroutine fails to solve the problem.
  • the customer service representative is instructed to ask the customer to assist in conducting a test of the problematic piece of subscriber equipment (portable phone).
  • the customer is requested to use that piece of equipment to dial a separate customer service number associated with a further level of problem analysis and technical service support that will place the equipment in communication with a test facility.
  • the test facility may then be able to resolve the problem without the customer having to return a piece of equipment to a service center.
  • the customer service representative informs the customer that the only practical thing is to return the phone. If the customer agrees, that consent is entered by the customer service representative in the database, and the subroutine instructs the service representative to provide prescribed usage and transport information to the customer.
  • the customer service representative is prompted to inform the customer that he may continue to use the phone and, whenever convenient, to take the phone to a service center.
  • the customer's refusal may be due to the fact that even in its degraded operational state the phone is still useful and the customer does not wish to part with the phone at present.
  • the customer service representative provides prescribed usage and transport information to the customer.
  • the initial call handling subroutine transitions to a phone test subroutine, which executes a further level of problem analysis by means of a test facility.
  • the test facility may then be able to resolve the problem without the customer having to the phone to a service center.
  • the customer Once the customer has placed a call via the equipment of interest (portable phone) to the technical support number, the customer is queried to confirm that the call has been placed to a test facility containing test equipment to which incoming calls are directed.
  • the test subroutine then branches to and runs a performance monitoring routine on the customer's phone, in order to establish that the phone has operational capability.
  • the network performance management system is interrogated to determine whether or not signals being received from the customer's phone are within prescribed ranges of acceptable operation.
  • the test subroutine causes the network performance management system to measure how the network is responding to the phone under test, namely whether network parameters are within specified acceptable ranges or is there anomalous behaviour, indicating a problem in the network itself, and the network performance management system is interrogated for the presence of a fault.
  • the source of the fault - the phone or the network - is identified and the database is updated to reflect the detected fault. If the fault lies with the customer's phone, the customer service representative instructs the customer that the phone has been found to be faulty and must be replaced.
  • the service representative informs the customer that the phone is in proper working order, and may advise the customer that steps are being taken to correct the fault in the network.
  • the time to correct the fault may vary, with an indication of the repair or correction time being supplied by the network performance management system.
  • the test subroutine causes the channel between the phone and the network to be routed to a test set.
  • the network performance management system is again interrogated and parametric tests are executed from the test set on the terminated channel.
  • the test set is then interrogated to determine whether the measured parametric data gathered by the test set indicates an operational anomaly with the phone.
  • the database is updated to reflect the detected faulty phone, and the customer service representative instructs customer that the phone has been found to be faulty and must be replaced. If the test set is unable to confirm the presence of a fault in the customer phone, the customer service representative supplies usage information to the customer. In addition, the customer service representative advises the customer that he may continue to use the phone, but to take the phone to a service center if the problem persists.
  • FIGURE 1 is a simplified diagrammatic illustration of a wireless telecommunication system
  • FIGURES 2-5 are flow charts of subroutines employed in the automated telecommunication diagnostic and problem resolution system of the invention.
  • FIGURE 6 shows an example of a graphic user interface that may be displayed on a customer service representative's workstation monitor by the diagnostic and problem resolution system of the invention.
  • FIGURE 7 is a diagrammatic representation of a system embodying the present invention.
  • the present invention resides primarily in what is effectively a set of software modules that are installed in and executable by a supervisory control computer of a telecommunication service facility, for controllably and automatically accessing each of customer information, network performance and equipment evaluation, legacy and expert subsystems and databases, as well as enabling connectivity between a customer's equipment and a test facility.
  • the subsystems and databases themselves may include those customarily provided by both telecommunication service providers and equipment manufacturers and will vary among providers and manufacturers.
  • the software-based system of the present invention is operative to generate a windows- based graphics user interface on a customer service representative's workstation, containing banner, window and key icons, the contents of which serve to guide a customer service representative through a series of interactive communication steps with an inquiring customer.
  • the customer's inquiry (complaint), including but not limited to the use of wireless equipment and/ or telecommunication services accessible by such equipment, can be readily diagnosed and the problem resolved directly or indirectly from the customer service representative's workstation.
  • FIG. 1 is a diagrammatic illustration of a wireless telecommunication system comprised of one or more central offices (COs) 11 of a telecommunication services provider, that are linked by wireline communication paths (trunks) to each other and via wirelines to a number of distributed sites, such as a customer premises 13, shown as having a plain old telephone service (POTS) phone 15, and a cellular phone 17, a local retail point of sales site 19 and a point of sales site 21 owned by a wireless carrier.
  • POTS plain old telephone service
  • Typical customer equipment sold by the point of sales sites include, but are not limited to devices, such as portable cellular phones 17, hand held personal computers (HHPC)s 25.
  • the central offices 11 are also shown as being linked by a wireline trunks to a mobile telephone switching office (MTSO) 31 which, in turn, is linked to a cellular base station 33, through which wireless (radiowave) communications are conducted with wireless transceiver devices, including hand held cellular phones and other types of equipment, such as a vehicle- installed radiophone in a vehicle 23.
  • MTSO mobile telephone switching office
  • the mobile telephone switching office 31 is (usually wireline) linked to a customer service facility 35 that is staffed by one or more customer service representatives 36 at a plurality of workstations 37.
  • the customer service workstations 37 are linked to and are configured to execute the automated diagnostic and problem resolution system of the present invention to be described below with reference to Figures 2-6, so as to allow any customer service representative to interact with any customer seeking resolution of a question or problem, such as that related to the use of a wireless device, and/ or telecommunication services accessible by the device.
  • the telecommunication service provider employs a network performance monitoring subsystem that is operative to continuously monitor various network and communication sites and equipment.
  • this network performance subsystem is monitored, as shown at step 101, for the occurrence of anomalies that may impair or interrupt wireless service to one or more customers and thereby stimulate one or more complaint inquiries from customers.
  • the proactive subroutine interrogates data and interrupts generated by the network monitoring subsystem associated with network paths and components and looks for anomalies and parameter unusual conditions. If one or more network anomalies or unusual conditions occur, then in step 105, the subroutine will declare an exception, namely a condition representative of a potential problem that may give rise to one or more customer complaints, such as would occur in the case of a base station power failure.
  • the proactive subroutine continues to loop through the network performance monitoring sequence of steps 101-103. However, if an exception is noted in step 105, the subroutine transitions to step 107, and the exception data is used as a vector to access a database containing customer service representative procedure rules associated with the exception. In addition, in step 109, an alarm pointer to customer service representative workstations is generated. What constitutes an exception is definable by the telecommunications carrier. For example, a base station power failure would constitute a catastrophic interruption of service and would constitute an exception.
  • the failure or unacceptably degraded operation of a given piece of base station equipment such as downconverter module, for example, may not necessarily invoke an exception, if that piece of equipment has an auxiliary back-up unit, that is switched in its place when a degradation or failure occurs, and service to the customer is not interrupted or substantially adversely affected.
  • an event may invoke a trouble ticket for repair or replacement by a field technician, it need not alert the customer service representative, since the customer's use of the service has not been effectively impaired.
  • a key feature is the fact that it automatically generates an on-line guide for the customer service representative.
  • this online guide (to be described in detail below with reference to the flow charts in Figures 3-5) enables the customer service representative to efficiently interact with a customer to diagnose and solve a customer perceived problem.
  • this online guide (to be described in detail below with reference to the flow charts in Figures 3-5) enables the customer service representative to efficiently interact with a customer to diagnose and solve a customer perceived problem.
  • a network anomaly such as that caused by an minor equipment failure at a base station, for example
  • it anticipates the problem and alerts customer service representative workstations to the likelihood of incoming complaint calls related to the detected anomaly.
  • this alert may be supplied as a bold/flashing audio-visual message to each workstation.
  • the alert may be produced as a noticeable but not distracting visual alarm indicator, such as a highlighted or slowly blinking red region on a prescribed portion (e.g., upper corner region) of the workstation's display graphic user interface, so as not to interfere with the current task of the customer service representative.
  • the customer service representative in response to receiving an incoming customer (complaint) call such as by the customer dialling a prescribed number, such as #611 (which complaint has some likelihood of being caused by the exception), the customer service representative has the ability to immediately access (as by a point and click on the displayed alarm indicator, for example) a set of rules or procedures that have been predefined by the carrier for each type of exception. Typically, although not necessarily, a respectively different set of procedures will be defined for a respectively different type of alarm. Invoking the alarm indicator will call up a menu of pending alarms from which the customer service representative may choose.
  • This not only enhances the efficiency with which the customer service representative is able to respond to the customer's inquiry, but, because of the automatically generated on-line guide, it enables the customer service representative to quickly interact with the customer to diagnose or identify the probable source of the problem, and to indicate how much time may be required for its resolution. Since the network monitoring system knows the number of any incoming call, that number may be compared with those having been determined to affected by the exception (for example those in a given area code or central office), to determine whether that number is affected by the exception, and to thereby control the procedure set to be supplied to the customer service representative. Once the exception has been corrected, the alarm is terminated, and the routine returns to step 101.
  • Figure 3 is a flow chart of a utilities and customer inquiry/ problem subroutine, that is executable by the automated diagnostic and problem resolution system of the invention, in response to a customer logging on to a system interface, such as a remote communication terminal installed at the local retail point of sales site 19 or the point of sales site 21 owned by a wireless carrier, diagrammatically illustrated in Figure 1, reference above, and calling the customer service facility 35.
  • a system interface such as a remote communication terminal installed at the local retail point of sales site 19 or the point of sales site 21 owned by a wireless carrier, diagrammatically illustrated in Figure 1, reference above, and calling the customer service facility 35.
  • the subroutine In response to being accessed in step 201, the subroutine is operative to cause a graphical user interface to be displayed at the remote terminal.
  • the generated interface interrogates the customer at step 203 by requesting that the customer supply various customer associated information, such as identification, equipment type or problem information.
  • step 205 of the subroutine will then ask the customer to select either a utility option or a call handling option.
  • utility option is meant that the customer is seeking information relating to the customer's service contract with the service provider, such as the contents of a billing statement or equipment configuration information.
  • a call handling option such as a degraded operation of the phone, will evoke the call handling subroutine of Figure 4.
  • step 207 the subroutine retrieves the requested information and displays the information in step 209. In addition, as part of the displayed information, the customer is asked if more information is desired. If the answer to the query message in step 211 is YES, the routine loops back to step 201. If the answer to the query message in step 211 is NO, the routine transitions to a marketing exit step 213, which provides the customer service representative with the ability to inform the customer of marketing information, such as service options to which the customer may wish to subscribe, as a non- limiting example, before terminating the session.
  • a marketing exit step 213 which provides the customer service representative with the ability to inform the customer of marketing information, such as service options to which the customer may wish to subscribe, as a non- limiting example, before terminating the session.
  • This call handling subroutine which involves interactive participation by a customer service representative, is the same online customer interaction guide subroutine that is automatically accessed and displayed to the customer service representative in response to a customer call inquiry.
  • the graphic user interface displayed on the customer service representative's workstation monitor may employ a windows-based screen format, such as, but not limited to that diagrammatically illustrated in Figure 6.
  • a Callmap graphically depicting the location of the customer within the network may be displayed, as shown at 60.
  • on-line instructions associated with the respective steps of the subroutines to be described are successively displayed in a Process Flow window 61.
  • this window may be used, as appropriate, to enter a response from the customer.
  • the process initially provides for the identification of the customer.
  • this and other customer identification information will have been provided in step 203 of the flow chart of Figure 3.
  • Figure 6 shows the customer identification contained in a Subscriber Information window 62.
  • the number of the calling subscriber line circuit may have been obtained from an examination of caller ID information.
  • the customer service representative asks the customer for identification, to ensure accurate customer identification for security purposes in conducting an information sharing dialogue with the customer.
  • step 303 Given the requested customer identification information, in step 303 the customer's complete record (which typically may contain account, service and complaint history information) is accessed and displayed within the subscriber information window, in step 305.
  • step 307 (using the subroutine directs the customer service representative to ask the customer to describe the reason for the call.
  • the service representative selects the appropriate option (e.g., billing, marketing promotion, equipment problem, poor line quality) within a displayed menu of purpose options that is considered to categorize the purpose of the call or problem as described by the customer.
  • the appropriate option e.g., billing, marketing promotion, equipment problem, poor line quality
  • the subroutine accesses information from a corresponding database and displays a listing of items associated related to the customer's inquiry. For example, if the customer's inquiry involves a line quality complaint, and there has been a recent anomaly in that portion of the network serving the calling customer, then, the displayed listing will contain information accessed from the network performance management system related to that problem. (In the screen example of Figure 6, the currently displayed inquiry purpose window 63 provides a menu of performance-related options). In step 313, the accessed information allows the customer service representative to verify the customer's inquiry.
  • an auxiliary database such as an expert system, containing information relating to the customer's equipment, that may readily lead to a resolution of the problem is accessed in step 315. For example, in the example of a dropped call, where the network performance management system reveals no problem with the network in step 313, it may be inferred that the problem resides elsewhere, such as in the customer's equipment.
  • Interrogating an expert system containing information that has been accumulated on equipment of the type employed by the customer may reveal one or more aspects of the customer's particular equipment (such as a poor quality attachment of a portable phone's antenna, or a jittery battery terminal connector) that have been identified as potential sources of the particular complaint.
  • the customer's particular equipment such as a poor quality attachment of a portable phone's antenna, or a jittery battery terminal connector
  • the information supplied by the expert system in step 315 will provide a list of potential causes of the problem and associated questions to present to the customer in order to diagnose the cause of the problem and what steps may be taken to remedy the complaint.
  • the expert system may reveal that one of the defects for the particular piece of equipment used by the customer is a loose antenna, which may cause a call to be dropped.
  • each entry will also provide an explanation of how to correct for the listed defect, such as by tightening a rotatable fitting.
  • step 317 the customer service representative selects from a displayed list of diagnosis statements 65 and interacts with the customer in an attempt to resolve the problem by having the customer following the instructions of the customer service representative (e.g., manually tighten the phone's antenna fixture) .
  • step 319 the subroutine inquires whether the interaction between the customer service representative and the customer has successfully identified and solved the problem for a given diagnosis listing. If the answer to step 319 is YES, the database is updated in step 321 and, at exit step 323, the subroutine prompts the customer service representative with the option of asking marketing questions, before terminating the call. Whether or not such questions are asked be left up to the customer service representative, based upon the previous dialogue with the customer.
  • step 319 the subroutine transitions to step 325, where the customer service representative may again interrogate the expert database, to determine whether another probable resolution of the problem is listed. If the answer to step 325 is YES, the subroutine transitions to step 327, where customer service representative selects again from the displayed list of diagnosis statements and interacts with the customer in an attempt to resolve the problem by having the customer following the service representative's instructions, as described above. This sequence is repeated to the extent necessary until either the problem is solved by the subroutine transitioning to exit step 323, or the answer to step 325 is NO.
  • step 325 the subroutine transitions to step 327, where the customer service representative is instructed to ask the customer to assist in conducting a test of the problematic piece of subscriber equipment (portable phone).
  • the customer is requested to use that piece of equipment to dial a separate customer service number associated with a further level of problem analysis and technical service support detailed in the flow chart shown in Figure 5, to be described, that will place the equipment in communication with a test facility.
  • the test facility may then be able to resolve the problem without the customer having to return a piece of equipment (e.g., cell phone) to a service center.
  • a piece of equipment e.g., cell phone
  • step 331 the subroutine instructs the customer service representative to advise the customer that the only practical thing is to return the phone. If the customer agrees, then in step 333, that consent is entered by the customer service representative in the database, and the subroutine instructs the service representative to provide prescribed usage and transport information to the customer. The subroutine then transitions to exit step 323.
  • the subroutine advances to step 335, which instructs the service representative to advise the customer that he may continue to use the phone and, whenever convenient, to take the phone to a service center (e.g., company depot or point of sale).
  • a service center e.g., company depot or point of sale.
  • the customer may indicate that even in its degraded operational state the phone is still useful and the customer does not wish to part with the phone at present.
  • the subroutine transitions to step 337, and instructs the service representative to provide prescribed usage and transport information to the customer. The subroutine then transitions to exit step 323.
  • the customer may realize that the only practical thing is to return the phone.
  • the answer to the customer query step in step 335 is an agreed to return of the phone
  • the subroutine transitions to step 321, wherein the database is updated. It then transitions to exit step 323, before terminating the session.
  • the subroutine of Figure 4 transitions to the phone test subroutine of the flow chart of Figure 5, which executes a further level of problem analysis by means of a test facility.
  • the test facility may then be able to resolve the problem without the customer having to return a piece of equipment (e.g., cell phone) to a service center.
  • step 327 the subroutine transitions to step 327 of a test access routine of Figure 5, where the customer is queried to confirm that the call has been placed to a test facility containing test equipment to which incoming calls are directed.
  • step 403 the subroutine then branches to and runs a performance monitoring routine on the customer's phone, in order to establish that the phone has operational capability.
  • step 405 the network performance management system is interrogated to determine whether or not signals being received from the customer's phone are within prescribed ranges of acceptable operation (e.g., proper power level).
  • step 407 the subroutine causes the network performance management system to measure how the network is responding to the phone under test, namely whether network parameters are within specified acceptable ranges or is there anomalous behaviour, indicating a problem in the network itself.
  • step 409 the network performance management system is interrogated for the presence of a fault. If a fault is confirmed in step 411, then in step 413, the source of the fault (either the phone or the network) is identified and the database is updated to reflect the detected fault. If the fault lies with the customer's phone, the subroutine generates a message in step 415 instructing the customer service representative to advise the customer that the phone has been found to be faulty and must be replaced. If the fault lies with the network, the subroutine generates a message in step 417 instructing the customer service representative to advise the customer that the phone is in proper working order, and that steps are being taken to correct the fault in the network.
  • the time to correct the fault may vary, with an indication of the repair or correction time being supplied by the network performance management system.
  • the subroutine then transitions to a marketing exit step 419, which informs the customer of marketing information, such as service options to which the customer may wish to subscribe, as a non- limiting example, before terminating the session.
  • step 411 has failed to confirm a fault in the network or the phone
  • the subroutine transitions to step 421, which causes the channel between the phone and the network to be routed to a test set.
  • step 423 the network performance management system is again interrogated and in step 425 parametric tests are executed from the test set on the terminated channel.
  • step 425 the network performance management system is again interrogated and in step 425 parametric tests are executed from the test set on the terminated channel.
  • the subroutine interrogates the test set in step in step 427 to determine whether the measured parametric data gathered by the test set indicates an operational anomaly with the phone. If a fault is confirmed in step 431, then in step 433, the database is updated to reflect the detected faulty phone, and the subroutine generates a message instructing the customer service representative to instruct the customer that the phone has been found to be faulty and must be replaced.
  • the subroutine then transitions to marketing exit step 419. If the test set is unable to confirm the presence of a fault in the customer phone, the subroutine transitions from step 431 to step 435, wherein the customer service representative provides usage information to the customer. In addition, in step 437, the customer service representative is instructed to advise the customer that he may continue to use the phone, but to take the phone to a service center (e.g., company depot or point of sale) if the problem persists. The subroutine then transitions to step 439, to update the customer database, and then to marketing exit step 419.
  • a service center e.g., company depot or point of sale
  • the 'NTF' problems of wireless communication service providers are successfully addressed by the automated diagnostic and problem resolution system of the present invention, which is readily interfaced with one or more databases and performance monitoring and expert systems of a telecommunication service provider, and is operative to facilitate the ability of a customer service representative to interact with a customer seeking the resolution of an inquiry, including but not limited to a problem related to the use of equipment, such as a wireless phone, and/ or telecommunication services accessible by such equipment.
  • the software-based mechanism of the invention facilitates customer service interaction by generating a windows-based graphics user interface on the service representative's workstation. The information is displayed in a manner that will guide the service representative through a series of interactive communication steps with an inquiring customer- As a result, a customer inquiry may be readily diagnosed and the problem resolved from the customer service representative's workstation.
  • a system for diagnosing a problem related to the use of a wireless communication device, such as a cellular phone, of a customer of a telecommunication network includes a customer service facility to which inquiries are directed by customers of the network in the event of problems with their cellular phones.
  • the customer service facility has a plurality of workstations from which customer service representatives interact with customers to diagnose and resolve problems.
  • a workstation executes an automated diagnostic and problem resolution routine that is interfaced with one or more telecommunication databases and a network performance monitoring subsystem. This diagnostic routine generates a user interface that directs the customer service representative through a series interactive communication steps with a customer to diagnose the problem.
  • Harris' SmartCare System empowers your customer care agents to generate revenues by cross-selling and up-selling your service features and calling plans. It also guides your agents step-by-step through the telemarketing process. Now, even new agents can add to your bottom line.
  • SmartCare system increase the efficiency of your customer care agents by guiding them through all customer calls, including those currently being transferred to expensive experts. Realise a 20% to 30% reduction in average call handling times within weeks. Increase job satisfaction and reduce turnover by empowering agents in resolve 30% of all trouble reports during the first call. Reduce your agents' training time from months to days.
  • the SmartCare system from Harris Corporation creates competitive advantage by reengineering the Interface between your two most important assets - your subscribers and your employees.
  • the SmartCare system has built-in best practices, for handling calls that generate revenues, reduce costs and exceed your customers' service expectations. Harris will work with you to customize these best practices into processes that achieve your strategic objectives.
  • the field of invention is the use of an expert system by employees of wireless and wireline carriers, particularly customer service representatives and field technicians to increase revenues, reduce costs, and increase service quality by reengineering their customer care processes.
  • NTF' no trouble found
  • NTF no trouble found
  • the carriers are forcing the point of sale (“POS”) to purchase equipment that the POS cannot afford.
  • POS point of sale
  • the POS makes their income from selling air-time and accessories. They regard testing phones as a complex burden and a major distraction from their core business.
  • Carriers are now addressing the NTF filtering problem by moving phone testing to regional depots from the point of sale.
  • the main advantage of this strategy is that it transfers the burden of testing to the wireless carrier from the POS.
  • the disadvantages include:
  • the POS accepts and forwards NTF phones to the depot.
  • Carriers must handle and refurbish NTF phones before using them to replenish the pool of loaner phones.
  • the pool of loaner phones is larger than necessary because sufficient loaner phones are required to substitute for the large number of NTF phones that are accepted from customers.
  • the purpose of the advanced customer care system is to improve the efficiency, proactiveness and level of competence of customer service representatives, field technicians and other employees of wireless and related companies.
  • the architecture of the customer service expert is depicted in Attachment 1.
  • a summary of the rules and flow are depicted in attachments 2 and 3.
  • the main components of the expert system environment include: advanced customer care system; the wireless phone; the Hand Held PC ("HHPC”); the Cellular Test Set; the Cellular Network - including a cell site and a mobile telephone switching office (“MTSO”); the Wireline Network, including the central office (“CO”), trunk network and local loops; the user; and the customer service representative.
  • a number of different levels of access, diagnosis and intelligence gathering are offered, including the following:
  • Level 1 Access The customer calls the customer service representative with a query. In the case of a suspected phone problem the customer service representative will interrogate the customer to determine the phone model.
  • the expert system is coded with the most probable faults associated with each model of phone. The expert system uses this information to prompt the customer service representative to ask the customer a sequence of questions that will help confirm or eliminate the most probable faults for that model of phone.
  • Level 2 Access The customer uses a hand-held personal computer ("HHPC") to gain direct access to the expert system.
  • the HHPC presents a user friendly graphical user interface that displays the expert system's sequence of questions and enables the user to select among multiple choice answers. These answers will help the expert system confirm or eliminate the most probable reasons for a query, such as a suspected faulty phone.
  • the HHPC could also offer the customer a number of utilities such as access to general information about his service and the ability to effect a periodic performance check on a phone. However, to run an annual phone check, level 3 access is required.
  • Level 3 Access while speaking with a customer service representative or using a HHPC to access the expert system directly, the customer also uses the mobile phone under text to access the wireless network.
  • the expert system can retrieve, from the network, information about the communication characteristics of the phone or even redirect, to a test set, the channel used by the "phone under test". This test set may be located at the cell site or a more appropriate site and can be used to implement more detailed measurements of the phone's performance.
  • the expert system can interrogate network components to help determine whether the customer's complaint is caused by the network rather than the phone. Relevant information can be revealed to the customer by the customer service representative or via the HHPC. For example, a particular cell site may have been experiencing technical difficulties which interrupted communications at the time the customer thought her phone had a problem.
  • the expert system can present to the customer service representative, or directly to the HHPC, a number of special offers that may appeal to the customer based on the wireless carrier's marketing objectives and the customer's profile (codified in the expert system).
  • the expert system also can ask the customer a number of questions that will help improve the carrier's knowledge of market needs and trends. This information can be used to reduce subscriber acquisition and retention costs.
  • a mission-critical business system that creates competitive advantage by reengineering the interface between a carrier's two most important assets, its employees and its subscribers.
  • the SmartCareTM System deploys artificial intelligence in an expert system to enable regular customer care agents ("CCAs") to perform like customer service experts.
  • CCAs customer care agents
  • the questions and statements that the CCA needs to pose to the subscriber, to extract or impart information, are scripted on the screen of the CCA's terminal.
  • the SmartCareTM System also interfaces with the carrier's legacy systems to automatically retrieve data, such as status of account or most recent reported trouble, to facilitate the inquiry resolution process. This "gateway" function eliminates the need for CCAs to learn a different interface for each legacy system.
  • the SmartCareTM System also enables management to trace the performance of each CCA using a number of metrics.
  • the combination of the expert rules and process flows empowers the CCA to provide service that is more efficient, accurate and consistent.
  • the SmartCareTM rules and flows also empower CCAs to perform tasks that currently require experts, such as telemarketing professionals, technical support engineers and billing and activation specialists.
  • the benefits of the SmartCareTM System include:
  • Empower CCAs to perform selling, activation, billing, diagnosis, resolution and audit trail tasks.
  • Harris Corp's SmartCareTM Advanced Customer Care System consists of the following modules.
  • the Decision Tree Module scripts a sequence of questions and statements to guide your CCAs through telemarketing and proactive maintenance of premium accounts. It also guides CCAs through discovery, diagnosis, resolution, cross selling and audit trail for incoming calls.
  • the Gateway Module enables your CCAs to use one Man Machine Interface ("MMT') to gain real time access to information from your multi-vendor legacy systems.
  • MMT' Man Machine Interface
  • the Expert System Module analyzes data gathered from the subscriber and your legacy systems, then uses pre-defined decision criteria to conclude each customer contact.
  • the Datamining and Data Warehouse Module automatically monitors legacy data for predefined conditions and trends then recommends telemarketing actions and proactive "telemaintenance" calls to premium accounts.
  • the data warehouse logs critical events for use by the expert system.
  • the Audit Trail and Trouble Ticketing Module enables a record of all customer contacts to be logged in accordance with a carrier's standard operating practices.
  • the Remote Access Module enables remote users to access Harris Corp's SmartCareTM System via your intranet or over the internet using a regular or hand held P.C.
  • the Test Head Module enables on-line diagnostic testing of phones and facilities.
  • the Executive Module enables system administrators to monitor and maintain the SmartCareTM System and enables supervisors to monitor and measure the performance of customer care agents and other employees that use the system, such as technical specialists.
  • This level of capability can be thought of as a fourth level in which there is no human interaction at all required for the system to perform its functions. That is the system decides to access data, analyzes and processes the data, makes decisions about what to do based on the results of those decisions, and acts on those decisions all autonomously.
  • the type of actions the system can take include the following : alert a human; run a test; change its own configuration; change the configuration of the outside world (within the boundaries of its authority) e.g. modify the network, modify a database, etc. Learning:
  • the system can learn and improve its own behaviour. For example, using learning heuristics, the system can tell if certain user functions are consistently performed in the same way, create its own rules to automate those functions and instantaneously be more tailored and efficient for the user. The system can observe diagnostic paths that it has not seen before that are successful and capture them for future use.
  • the system can process historical data about customers and users in a manner to be useful in strategic decision makers and provide that information in a graphical and user friendly way.
  • the system can even be programmed to watch for trends, and alert both tactical and strategic decision makers about potential problems or opportunities.
  • Artificial intelligence and user interface automation techniques can be applied to create an intelligent interface that serves to minimize the workload of the user while maximizing the user's situation awareness. This can be achieved by understanding (both via the user log-on data and the way the user is interacting with the system) the skill level and situational data needs of the user in context and providing just the right level of information in the best format.
  • the display can be tailored as a function of user skill, workload, type, and data needs.
  • the system could automatically create training scenarios from real life scenarios.
  • the system could modify the scenarios in real time if they seem to be too challenging or easy for the use based on how the user is interacting with the system.
  • CCA supervisors could observe (watch and listen) training scenarios remotely from their own terminals and thereby observe performance without affecting it by their presence.
  • Training sessions can be logged and replayed for both the trainee and the trainer.
  • the system could analyze the training session and provide suggestions or pointers to the trainee.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

L'invention concerne un système permettant de diagnostiquer un problème relatif à l'utilisation d'un appareil de communication sans fil, tel qu'un téléphone cellulaire, par un abonné d'un réseau de télécommunication. Ledit système comporte une installation service à la clientèle vers laquelle les abonnés du réseau orientent les demandes de renseignements en cas de problèmes avec leurs téléphones cellulaires. L'installation service à la clientèle est dotée d'un pluralité de postes de travail à partir desquels les représentants du service à la clientèle interagissent avec les abonnés en vue de diagnostiquer et de résoudre les problèmes. En réponse à un appel entrant provenant d'un abonné, un poste de travail exécute un sous-programme de diagnostic automatisé et de résolution de problème couplé à une ou plusieurs bases de données de télécommunications et à un sous-système de contrôle de la performance du réseau. Ce sous-programme de diagnostic génère une interface utilisateur qui oriente le représentant du service à la clientèle à travers une série d'étapes de communication interactive avec un abonné et ce, en vue de diagnostiquer le problème.
PCT/GB1998/000580 1997-02-25 1998-02-25 Systeme interactif representant du service a la clientele-abonne permettant de diagnostiquer et de resoudre des problemes concernant le fonctionnement et l'utilisation d'un appareil de telecommunications sans fil WO1998038823A2 (fr)

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AU63029/98A AU6302998A (en) 1997-02-25 1998-02-25 Customer service representative interactive system for diagnosing and resolving problems in the operation and use of wireless telecommunication equipment

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US3900697P 1997-02-25 1997-02-25
US60/039,006 1997-02-25
US5400697P 1997-07-29 1997-07-29
US60/054,006 1997-07-29

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WO2000035221A1 (fr) * 1998-12-10 2000-06-15 Nokia Networks Oy Procede et appareil de detection de pannes
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WO2002049382A1 (fr) * 2000-12-11 2002-06-20 E-Plus Mobilfunk Gmbh & Co. Kg Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau
WO2002065740A2 (fr) * 2001-02-13 2002-08-22 T-Mobile Deutschland Gmbh Procede et dispositif de traitement de reclamations relatives a des telephones mobiles
EP1309214A1 (fr) * 2001-11-05 2003-05-07 Nokia Corporation Remise de données de tests de fonctionnement, d'auto test et de performance à un reseau mobile en reponse à un message de demande crypte
EP1542485A1 (fr) * 2003-12-11 2005-06-15 Swisscom AG Système, procédé et appareils pour assistance à distance d'abonnés dans un réseau mobile
WO2007091777A1 (fr) * 2006-02-08 2007-08-16 Innowireless Co., Ltd Procédé d'enregistrement chronologique à distance de données de surveillance à des fins de diagnostic pour réseau de télécommunication mobile
US7643826B2 (en) * 2004-01-07 2010-01-05 Hewlett-Packard Development Company, L.P. Mobile care engine system
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EP2133794A3 (fr) * 2008-06-11 2012-01-04 Vodafone Holding GmbH Analyse d'un comportement erroné d'un terminal de communication fonctionnant dans un réseau de communication
US9081638B2 (en) 2006-07-27 2015-07-14 Qualcomm Incorporated User experience and dependency management in a mobile device
US9692896B2 (en) 2008-05-09 2017-06-27 Oracle International Corporation Communication dashboard with dynamically configured interface
US20180293530A1 (en) * 2017-04-05 2018-10-11 Afiniti International Holdings, Ltd. Techniques for behavioral pairing in a dispatch center system
CN113033844A (zh) * 2021-04-23 2021-06-25 贵州兴泰科技有限公司 一种设备检修服务系统及方法
CN115834421A (zh) * 2022-11-24 2023-03-21 中盈优创资讯科技有限公司 一种网络故障自动查询和回复的方法及装置

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FR2785752A1 (fr) * 1998-11-05 2000-05-12 Cit Alcatel Systeme de diagnostic pour reseaux de telecommunication ouverts
EP0999715A1 (fr) * 1998-11-05 2000-05-10 Alcatel Système de diagnostic pour réseaux de télécommunication ouverts
US6807416B2 (en) 1998-12-10 2004-10-19 Nokia Corporation Troubleshooting method and apparatus
WO2000035221A1 (fr) * 1998-12-10 2000-06-15 Nokia Networks Oy Procede et appareil de detection de pannes
EP1162852A1 (fr) * 2000-06-09 2001-12-12 Telefonaktiebolaget L M Ericsson (Publ) Procédé et système pour supporter une unité de communication mobile
WO2001095652A1 (fr) * 2000-06-09 2001-12-13 Telefonaktiebolaget Lm Ericsson (Publ) Procede et systeme de prise en charge d'une unite de communications mobile
WO2002049382A1 (fr) * 2000-12-11 2002-06-20 E-Plus Mobilfunk Gmbh & Co. Kg Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau
DE10107352B4 (de) * 2001-02-13 2007-11-22 T-Mobile Deutschland Gmbh Verfahren und Einrichtung zur Bearbeitung von Reklamationen an Mobiltelefonen
WO2002065740A2 (fr) * 2001-02-13 2002-08-22 T-Mobile Deutschland Gmbh Procede et dispositif de traitement de reclamations relatives a des telephones mobiles
WO2002065740A3 (fr) * 2001-02-13 2003-10-16 T Mobile Deutschland Gmbh Procede et dispositif de traitement de reclamations relatives a des telephones mobiles
EP1309214A1 (fr) * 2001-11-05 2003-05-07 Nokia Corporation Remise de données de tests de fonctionnement, d'auto test et de performance à un reseau mobile en reponse à un message de demande crypte
US7369846B2 (en) 2001-11-05 2008-05-06 Nokia Corporation Delivery of mobile station operational and self-performance test results to network in response to encrypted request message
EP1542485A1 (fr) * 2003-12-11 2005-06-15 Swisscom AG Système, procédé et appareils pour assistance à distance d'abonnés dans un réseau mobile
US7643826B2 (en) * 2004-01-07 2010-01-05 Hewlett-Packard Development Company, L.P. Mobile care engine system
WO2007091777A1 (fr) * 2006-02-08 2007-08-16 Innowireless Co., Ltd Procédé d'enregistrement chronologique à distance de données de surveillance à des fins de diagnostic pour réseau de télécommunication mobile
US7729948B1 (en) * 2006-03-24 2010-06-01 Sprint Communications Company L.P. Systems and methods for enabling customer care assistance with self-service transactions
US9081638B2 (en) 2006-07-27 2015-07-14 Qualcomm Incorporated User experience and dependency management in a mobile device
US9692896B2 (en) 2008-05-09 2017-06-27 Oracle International Corporation Communication dashboard with dynamically configured interface
EP2133794A3 (fr) * 2008-06-11 2012-01-04 Vodafone Holding GmbH Analyse d'un comportement erroné d'un terminal de communication fonctionnant dans un réseau de communication
US20180293530A1 (en) * 2017-04-05 2018-10-11 Afiniti International Holdings, Ltd. Techniques for behavioral pairing in a dispatch center system
US10970658B2 (en) * 2017-04-05 2021-04-06 Afiniti, Ltd. Techniques for behavioral pairing in a dispatch center system
US20210192424A1 (en) * 2017-04-05 2021-06-24 Afiniti, Ltd. Techniques for behavioral pairing in a dispatch center system
CN113033844A (zh) * 2021-04-23 2021-06-25 贵州兴泰科技有限公司 一种设备检修服务系统及方法
CN115834421A (zh) * 2022-11-24 2023-03-21 中盈优创资讯科技有限公司 一种网络故障自动查询和回复的方法及装置

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