Predictive service for smart routing

Patent metadata

Field	Value
Publication number	US-10715670-B2
Application number	US-201816194180-A
Country	US
Kind code	B2
Filing date	Nov 16, 2018
Priority date	Nov 16, 2018
Publication date	Jul 14, 2020
Grant date	Jul 14, 2020

Abstract

Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.

First claim

What is claimed is:

1. A method, comprising:
receiving an incoming contact from an electronic device in communication with a distributed network;
identifying a user associated with the electronic device;
collecting data related to the user and the electronic device;
determining a likely subject of the incoming contact from the collected data;
determining whether the likely subject of the incoming contact is isolated to the electronic device or is common to one or more secondary devices that are proximate to the electronic device; and
connecting the electronic device to an appropriate network agent based on the likely subject of the incoming contact and whether the likely subject of the incoming contact is isolated to the electronic device or is common to the one or more secondary devices.

2. The method as recited in claim 1 , further comprising:
identifying the one or more secondary devices that are proximate to the electronic device, based at least in part on the one or more secondary devices and the electronic device using a common base station.

3. The method as recited in claim 1 , wherein the likely subject of the incoming contact relates to a technical subject, and
wherein, connecting the electronic device to the appropriate network agent further comprises connecting the electronic device to a technical network agent.

4. The method as recited in claim 1 , further comprising:
determining a user location associated with the electronic device, based at least in part on the collected data, and
wherein, connecting the electronic device to the appropriate network agent further comprises connecting the electronic device to a network agent responsible for the user location.

5. The method as recited in claim 1 , wherein the collected data further comprises at least two of the following data sets: a support history data of the user;
electronic device data; user account data; and network data.

6. The method as recited in claim 1 , wherein the distributed network further comprises a cellular network.

7. The method as recited in claim 1 , further comprising:
determining a user location associated with the electronic device, based at least in part on the collected data;
determining whether the likely subject of the incoming contact relates to a technical issue or to a business issue,
wherein, connecting the electronic device to the appropriate network agent further comprises connecting the electronic device to a technical network agent that is responsible for technical issues arising in the user location in response to the incoming contact relating to the technical issue, and
wherein, connecting the electronic device to the appropriate network agent further comprises connecting the electronic device to a business network agent that is responsible for business issues arising in the user location in response to the incoming contact relating to the business issue.

8. A system, comprising:
a network facilitating communications with multiple electronic devices;
multiple user support services pods, each pod including multiple user support agents trained to handle user support issues arising from use of a primary electronic device a secondary electronic device that uses a common base station with the primary electronic device;
a server, comprising:
a communication interface configured to recognize an incoming communication from the primary electronic device;
a data retriever configured to collect data from the primary electronic device and the secondary electronic device;
a diagnostics module configured to determine a likely subject of the incoming communication from the collected data;
the diagnostic module further configured to determine whether the likely subject of the incoming communication is isolated to the primary electronic device or is common to the secondary electronic device; and
a router configured to connect the incoming communication with an appropriate network agent based on the likely subject and whether the likely subject of the incoming communication is isolated to the primary electronic device or is common the secondary electronic device.

9. The system as recited in claim 8 , wherein:
the diagnosis module is further configured to determine a likely subject by comparing similar data from the primary electronic device and the secondary electronic device.

10. The system as recited in claim 8 , wherein the data collected by the data retriever includes at least two sets of the following data sets: support history associated with the primary electronic device; primary electronic device data; account data associated with the primary electronic device; and network data of the network utilized by the primary electronic device.

11. The system as recited in claim 8 , wherein the primary electronic device and the secondary electronic device further comprise cellular devices, and the network further comprises a cellular network.

12. The system as recited in claim 8 , wherein:
each user support services pod includes technical user support agents and business user support agents;
the diagnostics module is further configured to determine if the likely subject is a technical matter or a business matter; and
the router is further configured to connect the incoming communication with a technical user support agent if the likely subject is a technical matter, and to connect the incoming communication with a business user support agent if the likely subject is a business matter.

13. The system as recited in claim 8 , wherein the router is further configured to connect the incoming communication with a user support agent situated in a pod in a same location as the primary electronic device, the same location being based at least in part on the pod and the primary electronic device using a common base station.

14. The system as recited in claim 13 , wherein a location of the primary electronic device is determined by a base station to which the primary electronic device is connected.

15. A method, comprising:
receiving a contact from a primary device;
collecting data from the primary device;
identifying one or more secondary devices that are proximate to located car the primary device based at least in part on the one or more secondary devices and the primary device sharing use of a common base station;
collecting data from the one or more secondary devices;
determining whether a likely subject of the contact is isolated to the primary device or is common to the one or more secondary devices, based at least in part on the data collected from the primary device and the one or more secondary devices;
determining an appropriate user support group to receive the contact from the primary device based at least in part on whether the likely subject of the contact is isolated to the primary device or is common to the one or more secondary devices; and
causing the contact from the primary device to be routed to the appropriate user support group.

16. The method as recited in claim 15 , wherein determining whether the likely subject of the contact is isolated to the primary device or is common to the one or more secondary devices further comprises:
determining that a Short Messaging Service (SMS) messaging service is not operable on the primary device; and
determining that the SMS messaging service is operable on the one or more secondary devices.

17. The method as recited in claim 15 , wherein:
the primary device is a cell phone and the one or more secondary devices are cell phones.

18. The method as recited in claim 15 , furth

Assignees

• T Mobile Usa Inc

Inventors

• Yokel Ryan
• Bourcelot Rudy
• Ellison James
• Werdell Joel
• Stamm Robert

Classifications

• H04W4/12

  Messaging; Mailboxes; Announcements · CPC title

• H04W4/02

  Services making use of location information · CPC title

• H04W4/00

  Services specially adapted for wireless communication networks; Facilities therefor · CPC title

• H04W8/18

  Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data · CPC title

• H04M3/546

  in private branch exchanges · CPC title