Automated Chatbot Troubleshooting for Service Networks
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Solution Overview
Problem
The complexity of service provider network systems and consumer premise equipment requires highly trained technicians for installation and troubleshooting, leading to a high volume of costly support calls to call centers, which are resource-intensive and inefficient.
Innovation Solution
An interactive troubleshooting system utilizing a robotic chat application with flow definitions and XQuery capabilities, allowing technicians to interact with the system via chat-enabled devices to diagnose and resolve issues autonomously, reducing the need for human intervention and call center support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If highly trained technicians are used for installation and troubleshooting, then problem-solving capability is improved, but labor cost and time consumption increase
Solution Approach 1:
The system enables technicians to perform self-service troubleshooting through an automated chatbot that guides them through diagnostic flows, eliminates the need for highly trained specialists, and reduces dependency on expensive human expertise while maintaining effective problem-solving capability
Solution Approach 2:
The patent replaces the mechanical system of human expert technicians with an automated intelligent system that uses chatbot technology, diagnostic algorithms, and automated service provisioning to perform troubleshooting functions previously requiring human expertise
2Reliability
If call centers with trained personnel are established, then support quality is improved, but resource consumption and operational cost increase
Solution Approach 1:
The system replaces call center personnel with an automated self-service chatbot that handles troubleshooting independently, eliminating the need for trained support staff while maintaining consistent support quality across all technician interactions
Solution Approach 2:
The chatbot creates virtual copies of expert troubleshooting knowledge and service provisioning capabilities, making expert-level support available on-demand without requiring physical presence of trained personnel at call centers
3Loss of energy
If automated troubleshooting systems are implemented, then operational cost is reduced, but system complexity increases
Solution Approach 1:
The system employs a universal chatbot platform that handles multiple troubleshooting scenarios, diagnostic functions, and service provisioning tasks through a single interface, reducing overall system complexity compared to multiple specialized systems
Data Source
AI summary
An approach provides interactive troubleshooting. A robotic chat application receives a service inquiry over a chat session from a chat-enabled device, wherein the service inquiry is associated with a service provider network. A troubleshooting engine collects information from a user of the chat-enabled device regarding the service inquiry. The robotic chat application retrieves a flow definition and an associated query corresponding to the service inquiry based upon the collected information. The troubleshooting engine generates a command, based on the query, for resolving the service inquiry.