Call volume reduction based upon a propensity to call in connection with a reason code

Patent metadata

Field	Value
Publication number	US-9998596-B1
Application number	US-201615375503-A
Country	US
Kind code	B1
Filing date	Dec 12, 2016
Priority date	Dec 12, 2016
Publication date	Jun 12, 2018
Grant date	Jun 12, 2018

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.

First claim

What is claimed is:

1. A device deployed in a telecommunication service provider network, the device comprising:
a processor; and
a computer-readable storage medium storing instructions which, when executed by the processor, cause the processor to perform operations, the operations comprising:
identifying a reason code associated with a plurality of calls from a plurality of customers to a customer call center;
determining a set of shared traits among the plurality of customers, wherein the set of shared traits is based upon first network event data and first customer account data associated with the plurality of customers, wherein the determining the set of shared traits comprises generating a first multi-dimensional vector having a plurality of dimensions, wherein a value of the first multi-dimensional vector associated with one of the plurality of dimensions represents a shared trait of the set of shared traits;
determining a customer with a propensity to call score that exceeds a threshold score and with a customer profile that matches the set of shared traits, wherein the customer profile is based upon second network event data and second customer account data associated with the customer, wherein the customer profile is determined to match the set of shared traits by generating a second multi-dimensional vector having the plurality of dimensions, wherein a value of the second multi-dimensional vector associated with one of the plurality of dimensions represents a customer trait of the customer profile corresponding to the set of shared traits, wherein the customer profile is determined to match the set of shared traits when a distance between the second multi-dimensional vector and the first multi-dimensional vector is less than a threshold distance; and
delivering a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

2. The device of claim 1 , wherein the operations further comprise:
selecting the threshold score, wherein the threshold score is selected to achieve a target reduction of a number of calls to the customer call center associated with the reason code.

3. The device of claim 1 , wherein the propensity to call score of the customer is determined based upon a number of past calls of the customer to the customer call center and the customer profile.

4. The device of claim 1 , wherein the operations further comprise:
determining the communication modality for the customer, wherein the communication modality is determined based upon an effectiveness score for past presentations of a plurality of customer service contents to the customer via the communication modality.

5. The device of claim 4 , wherein the communication modality comprises:
an email;
a short message service message;
a multimedia messaging service message;
a social media post;
an automated voice message; or
a video message.

6. The device of claim 1 , wherein both the first network event data and the second network event data comprise:
call detail records;
trouble ticket system reports;
billing system reports;
provisioning system reports;
television viewing records; or
clickstream records.

7. The device of claim 1 , wherein both the first customer account data and the second customer account data comprise records storing customer characteristics of the customer that include at least one of:
a name;
an age;
an address;
subscription information;
identifications of customer devices;
a billing history;
a payment history; or
purchasing and ordering information.

8. The device of claim 1 , wherein records of the plurality of calls are tagged with the reason code by an interactive voice response system or a customer service agent of the customer call center.

9. A method comprising:
identifying, by a processor of a telecommunication service provider network, a reason code associated with a plurality of calls from a plurality of customers to a customer call center;
determining, by the processor, a set of shared traits among the plurality of customers, wherein the set of shared traits is based upon first network event data and first customer account data associated with the plurality of customers, wherein the determining the set of shared traits comprises generating a first multi-dimensional vector having a plurality of dimensions, wherein a value of the first multi-dimensional vector associated with one of the plurality of dimensions represents a shared trait of the set of shared traits;
determining, by the processor, a customer with a propensity to call score that exceeds a threshold score and with a customer profile that matches the set of shared traits, wherein the customer profile is based upon second network event data and second customer account data associated with the customer, wherein the customer profile is determined to match the set of shared traits by generating a second multi-dimensional vector having the plurality of dimensions, wherein a value of the second multi-dimensional vector associated with one of the plurality of dimensions represents a customer trait of the customer profile corresponding to the set of shared traits, wherein the customer profile is determined to match the set of shared traits when a distance between the second multi-dimensional vector and the first multi-dimensional vector is less than a threshold distance; and
delivering, by the processor, a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

10. The method of claim 9 , further comprising:
selecting the threshold score, wherein the threshold score is selected to achieve a target reduction of a number of calls to the customer call center associated with the reason code.

11. The method of claim 9 , wherein the propensity to call score of the customer is determined based upon a number of past calls of the customer to the customer call center and the customer profile.

12. The method of claim 9 , further comprising:
determining the communication modality for the customer, wherein the communication modality is determined based upon an effectiveness score for past presentations of a plurality of customer service contents to the customer via the communication modality.

13. The method of claim 12 , wherein the communication modality comprises:
an email;
a short message service message;
a multimedia messaging service message;
a social media post;
an automated voice message; or
a video message.

14. The method of claim 9 , wherein both the first network event data and the second network event data comprise:
call detail records;
trouble ticket system reports;
billing system reports;
provisioning system reports;
television viewing records; or
clickstream records.

15. A non-transitory computer-readable storage medium storing instructions which, when executed by a processor of a telecommunication service provider network, cause the processor to perform operations, the operations comprising:
identifying a reason code associated with a plurality of calls from a plurality of customers to a customer call center;
determining a set of shared traits among the plurality of customers, wherein the set of shared traits is based upon first network event data and first customer account data associated with the plurality of customers, wherein the determining the set of shared traits comprises generating a first multi-dimensional vector having a plurality of dimensions, wherein a value of the first multi-dimensional vector associated with one of

Assignees

• At & T Ip I Lp

Inventors

• Dunmire David
• Krishna Sanjay
• Green Don
• Roberts John
• Aspley Anna

Classifications

• H04M3/5158 Primary

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title

• H04M2203/555

  Statistics, e.g. about subscribers but not being call statistics · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title