Call Center API Interface for Automated Service Issue Resolution
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Solution Overview
Problem
Conventional call centers lack the ability for agents to access all aspects of customer services, leading to inconsistent and inefficient responses to service issues, and require truck rolls for simple fixes, increasing costs and decreasing customer satisfaction.
Innovation Solution
Implementing a call center-based automated interface via APIs that allows agents to autonomously collect, analyze, and address service issues using automation bots, providing a unified interface for service diagnostics and provisioning.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional call center systems are used, then agents can handle customer calls, but agents cannot access billing systems, network switches, or service provisioning details, requiring truck rolls for simple fixes
Solution Approach 1:
The patent introduces an automated interface system as an intermediary between call center agents and complex network systems. This interface collects data from billing systems, network switches, and provisioning systems, then presents it in a unified manner to agents, eliminating the need for direct complex integrations while enabling comprehensive access.
Solution Approach 2:
The system segments the complex network infrastructure into separate data sources (billing systems, network switches, provisioning systems) and uses an automated interface to collect and present this data independently to agents, allowing agents to access specific information without understanding the underlying complexity of each system.
2Productivity
If truck rolls are used for simple fixes, then field technicians can resolve issues, but costs increase and response times decrease
Solution Approach 1:
The patent enables the system to diagnose and resolve service issues automatically without requiring field technician intervention. The automated interface allows agents to access real-time service data, initiate diagnostics, and trigger provisioning changes directly through the system, making the system self-sufficient for routine issues.
Solution Approach 2:
The system performs preliminary diagnostics and data collection automatically when an issue is reported, before any field technician arrives. Service status is assessed in advance using collected data from network elements, and resolution actions can be initiated immediately through the automated interface, eliminating waiting time.
3Reliability
If conventional call center systems are used, then agents can respond to customer calls, but responses vary between agents resulting in inconsistent service quality
Solution Approach 1:
The automated interface provides a universal, standardized way for all agents to access and present service information regardless of their individual expertise. The system collects data from multiple sources (billing, network, provisioning) and presents it through a consistent interface, ensuring uniform service quality across all agents.
Solution Approach 2:
The system provides real-time feedback to agents through the automated interface, displaying current service status, network element states, and provisioning details. This feedback mechanism ensures all agents work with the same up-to-date information, eliminating variations in service response and improving consistency.
Data Source
AI summary
Novel tools and techniques are provided for implementing call center-based automated interface between call center agents and network orchestration systems, in some cases, via application programming interfaces (“APIs”). In various embodiments, an automated services platform may collect, from data sources, data associated with services provided by a service provider. The collected data may be autonomously analyzed to identify any issues with provisioning a service(s) to a customer. If so, one or more automation actions may be autonomously identified to address the determined issue(s). The automated services platform may autonomously send instructions to automation bots to perform the identified one or more automation actions, and may generate and present a UI on a user terminal operated by a user, the UI displaying information regarding at least one of the at least one issue, the affected service(s), the identified one or more automation actions, or the automation bots, and/or the like.