Call Center API Interface for Automated Service Provisioning Fixes
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Solution Overview
Problem
Conventional call centers lack the ability for agents to access comprehensive service information, leading to inconsistent and often ineffective responses to customer issues, necessitating truck rolls for simple fixes, which increase costs and decrease customer satisfaction.
Innovation Solution
Implementing a call center-based automated interface via APIs that allows agents to autonomously identify issues and control automation bots to address service provisioning problems, providing uniform access to all service aspects and integrating issue information into a user interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional call center systems are used, then agents can handle customer calls, but they lack access to comprehensive service information and must initiate truck rolls for simple fixes
Solution Approach 1:
The patent introduces an automated services platform as an intermediary system that bridges call center agents and network orchestration systems. This platform provides agents with automated access to comprehensive service information from multiple data sources (billing systems, network switches, provisioning systems) without requiring manual intervention or truck rolls, thereby resolving the contradiction between ease of operation and time loss
Solution Approach 2:
The system enables self-service automation where the automated services platform autonomously collects data from multiple sources, analyzes service status, identifies issues, and executes resolution actions without requiring agent intervention for routine tasks. This eliminates unnecessary truck rolls while maintaining agent capability for complex issues
2Reliability
If conventional call center systems are used, then agents can respond to customer issues, but responses are inconsistent and ineffective
Solution Approach 1:
The automated services platform implements feedback mechanisms by continuously collecting data from multiple sources, analyzing service status, and providing real-time information to agents about customer issues and resolution status. This feedback loop ensures consistent and informed responses from all agents while improving overall effectiveness through automated coordination
Solution Approach 2:
The platform provides universal access to all service information (billing, network, provisioning) through a single integrated interface for all agents regardless of their specific role or the complexity of the issue. This multi-functional access ensures consistent responses across all agents while improving productivity through comprehensive information availability
3Ease of repair
If truck rolls are dispatched for simple fixes, then field technicians can resolve issues, but costs increase and customer satisfaction decreases
Solution Approach 1:
The patent replaces the mechanical system of physical truck rolls with an automated digital system. The automated services platform collects service data electronically from network switches and provisioning systems, analyzes issues, and executes resolution actions remotely, eliminating the need for field technicians to physically visit customer premises for routine issues
Solution Approach 2:
The automated services platform acts as an intermediary between customer issues and resolution actions, coordinating data collection from multiple sources, analysis, and execution of fixes without requiring physical intervention. This intermediary system enables remote resolution of issues that would otherwise require truck rolls, reducing costs and improving customer satisfaction
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.