Abstract:
A method for automatically providing output for a communication related to dialup Internet services. The method includes the step of determining an in-progress customer communication is related to dialup connectivity. A service region for the customer can be ascertained. A plurality of currently published dialup access numbers for the service region can be automatically fetched. For each fetched number, a status can be identified. At least one software engine automatically process the access number and status information. The at least one software engine can automatically perform at least one programmatic action resulting in output being supplied to at least one party participating in the customer communication, even though the party has not specifically requested the output.

Description:
BACKGROUND  
       [0001]     1. Field of the Invention  
         [0002]     The present invention relates to the field of dial-up networking and, more particularly, to improving customer service using information relating to dialup access numbers in a service region.  
         [0003]     2. Description of the Related Art  
         [0004]     Dial-up Internet users access the Internet by establishing a communication link between their computer and a computing device of an Internet Service Provider (ISP). The communication link occurs across a phone line and is established when the user contacts the ISP computer device via one or more access telephone numbers. Generally, the user will be able to select one of many access number local to the user so that telephone usage charges are minimized.  
         [0005]     It is not uncommon for dial-up users to experience problems when connecting to the Internet via an access number. One typical connectivity problem is an end user problem, meaning that the user is experiencing problems with their computer, which results in the user being unable to establish a connection with the ISP computing device. Another reason that dial-up users are unable to connect to the Internet is that the access number that the user dialed is temporarily malfunctioning.  
         [0006]     For any given region, users have a choice of several different access numbers to dial for Internet service. When the customer contacts an ISP for a problem related to dial connectivity, there is no practical way to determine which access number (or numbers) the customer may be calling about without requesting the information from the caller. Many callers may be inexperienced users that have difficulty determining the access number with which they are experiencing problems. Time delays spent waiting for users to locate access numbers can be substantial, resulting in increased times spent by each live agent per call. These delays can result in increased wait times for other customers. What is needed is a means through which customers, contact center agents, and/or automated voice response systems can interact without incurring the delay time associated with customers determining a problematic access number, which conventionally are required by the automated voice response system or contact center agent in order to support a customer. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0007]     There are shown in the drawings, embodiments that are presently preferred; it being understood, however, that the invention is not limited to the precise arrangements and instrumentalities shown.  
         [0008]      FIG. 1  is a schematic diagram illustrating a system that uses information about dialup access numbers in a service region to support customer service interactions in accordance with one embodiment of the invention.  
         [0009]      FIG. 2  is a graphical user interface that presents information about dialup access numbers in a service region in accordance with one embodiment of the invention.  
         [0010]      FIG. 3  is a flow chart illustrating a method for using information about dialup access numbers in a service region to support customer service interactions in accordance with one embodiment of the invention. 
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0011]     The present invention discloses a system, a method, and an apparatus for improving customer service using information about dialup access numbers in a service region. The invention can include a software engine configured to determine a likelihood that a communication concerns a dialup access problem. When this likelihood exceeds a previously determined threshold, one or more programmatic actions can execute. For example, one of the programmatic actions can detect a service region (possibly using automatic number information extracted from the communication) for a particular ISP subscriber participating in the communication and can determine the access numbers and corresponding operational status for each access number in the service region. Another programmatic action can present the determined access numbers and statuses to a communication participant, such as an ISP subscriber, an IVR, or a customer service agent.  
         [0012]     The output can aid the output recipient during a customer service communication. For example, when a customer service agent is presented with information showing all access numbers in a caller&#39;s service region are operational, the customer service agent need not know the customer&#39;s access number to respond to a customer&#39;s problem, as it can be assumed that the customer is most likely experiencing an end-user problem. When the customer service agent is presented with information showing all access numbers in the caller&#39;s service region are out of service, the agent can assume a customer&#39;s problem is caused by a network flaw. When the customer service agent is presented with data showing some access numbers in the designated area are operational and others are not, the agent can present operational access numbers to the caller in an attempt to resolve the customer&#39;s problem.  
         [0013]      FIG. 1  is a schematic diagram illustrating a system  100  that uses information about dialup access numbers in a service region to support customer service interactions in accordance with one embodiment of the invention. The system  100  can include ISP subscribers  10 , a customer service center  12 , and a dialup access system  14 . The dialup access system  14  can grant Internet  16  access to the ISP subscribers  10 . Typically, a computer  32  attached to a modem  33  will communicatively link to a server  50  across network  72 . The server  50  will provide one or more ports to the Internet  16  that are associated with one or more dialup access numbers. The dialup access number can determine the port though which the ISP subscriber  10  is connected to the Internet  16 . The dialup access system  14  can provide several different access numbers local to the ISP Subscriber  10 . Dialup account information contained in data store  52  can be used to authorize the ISP subscriber  10 .  
         [0014]     The customer service center  12  can receive ISP subscriber  10  calls pertaining to dialup services and can help the ISP subscriber  10  establish dial-up service. Support functions of the customer service center  12  can be handled using one or more live agents  40  and/or an Interactive Voice Response system  42 . The live agents  40  and the IVR  42  can utilize data supplied by data store  46  when interacting with an ISP subscriber  10 . Data store  46  can include customer specific data, network specific data, service specific data, historical data, or the like. Interface  48  can be designed to permit the IVR  42  to interface with ISP Subscriber  10  or agent  40 . The agent  40  can also be provided with a computer  41 , which is part of a customer support information system. The computer  41  can include a graphical user interface  43 , though which the agent  40  can interact.  
         [0015]     The customer service center  12  can also include a software engine  47 , which can be hosted on a server of the customer service center  12 . The software engine  47  can situationally provide the agent  40 , the IVR  42 , and/or the ISP Subscriber  10  with information concerning access numbers within the service region of the ISP subscriber  10 .  
         [0016]     To illustrate by example, a voice connection  20  can be established between the ISP subscriber  10  and the customer service center  12 . Automatic number identification (ANI) information can be extracted from the voice connection  20  and sent to the software engine  47 . The software engine  47  can determine a service region associated with the calling number. The software engine  47  can then access the dialup access system  14  to fetch a list of access numbers in the service region as well as additional information about each access number. This information can be used to support the voice connection  20  in various manners.  
         [0017]     For example, the information can be used by IVR  42  to predict that the ISP Subscriber  10  is attempting to report a dialup problem. The IVR  42  can responsively prompt the ISP subscriber  10  for input as to whether the ISP subscriber  10  is experiencing dialup problems. Such reactive prompting can speed up telephone communications with the IVR  42 .  
         [0018]     In another example, the information can be supplied to interface  43  of computer  41 , which the agent  40  can use. This data conveyance can occur over a data communication link, while the voice connection  20  is in-progress. The agent  40  can use this information to expedite telephone calls with the ISP subscriber  10 .  
         [0019]     In still another example, the information can be presented to the ISP subscriber  10  directly. The information can be visually presented upon an interface  36  of computer  32  or can be audibly presented using device  30 .  
         [0020]     The customer service center  12  can be linked to the dialup access center  14  through network  74 . Information in data store  46  and  52  can be shared across this link. Additionally, once the ISP Subscriber  10  is connected to the Dial Access System  14 , client based routines and data within computer  32  can be accessed by the IVR  42 , computer  41 , and server  50  across network  72  and  74  as needed assuming proper authorization is provided.  
         [0021]     As used herein, voice link  20  can be a standard public switched telephone network (PSTN) connection, which is typically a circuit-switched connection. The voice link  20  is not limited in this regard, however, and a packet-based connection that utilizes a technology like Voice over Internet Protocol (VoIP) can also form the voice link  20 .  
         [0022]     Networks  70 ,  72 ,  74 , and  16  can be implemented as any of a variety of fashions so long as content is conveyed using encoded electromagnetic signals. Further, any of a variety of communication devices, such as customer premise equipment (CPE), computers, modems, routers, switches, or the like, can be included within networks  70 ,  72 ,  74 , and  16 .  
         [0023]     Each of the networks  70 ,  72 ,  74 , and  16  can convey content in a packet-based or circuit-based manner. Additionally, each of the networks  70 ,  72 ,  74 , and  16  can convey content via landlines or wireless data communication methods. For example, each of the networks  70 ,  72 ,  74 , and  16  can separately include an Intranet, a local area network, a wide area network, or a combination thereof. In another example, each of the networks  70 ,  72 ,  74 , and  16  can include a telephony network, like a mobile wireless network or a public switched telephone network (PSTN).  
         [0024]     The data stores  46  and  52  can store information in any recording medium, such as a magnetic disk, an optical disk, a semiconductor memory, or the like. Further, each of the data stores  46  and  52  can utilize any information retention technique including a file-based storage technique or a database storage technique. Moreover, each of the data stores  46  and  52  can be a storage area fixed to a geographical location or a storage area distributed across a network space.  
         [0025]     It should be appreciated that the arrangements shown in  FIG. 1  are for illustrative purposes only and that the invention is not limited in this regard. The functionality attributable to the various components can be combined or separated in different manners than those illustrated herein. For instance, the dialup access system  14  can be integrated with the customer service center  12  in one embodiment of the invention disclosed herein.  
         [0026]      FIG. 2  is a graphical user interface  200  that presents information about dialup access numbers in a service region in accordance with one embodiment of the invention. In one embodiment the graphical user interface (GUI)  200  can receive output provided by the software engine  47  of system  100 . As such, GUI  200  can represent interface  43  or interface  36  shown in system  100 .  
         [0027]     GUI  200  can display a caller name  205 , a caller account  210 , a communication type  215 , and a call originating number  220 . The caller name  205  can specify that the name of a caller currently participating in a customer support communication session, supported by GUI  200 . The caller account  210  can be an access account through which the named caller receives dialup service. The communication type  215  can indicate the type of communication session that GUI  200  supports. Communication types can include, but are not limited to, phone communications, chat communications, instant message communications, teleconferencing, co-browsing sessions, and the like. The call originating number  220  can display the number (assuming the supported communication is a phone communication) of an ongoing communication. In one embodiment, the call originating number  220  can be replaced by or supplemented with a service region field (not shown).  
         [0028]     GUI  200  can present a table  225  of dialup access numbers within the same service region as the call originating number  220 . For each dialup access number, values for an associated city, state, number, protocol, provider, status, directory, and grade can be included. A problem reporting button can also be included, the selection of which enables the user of GUI  200  to report a problem with the associated access number.  
         [0029]     In one embodiment, each access number displayed in table  225  can be color coded to indicate an operational status of the access number. For example, as shown by description  230 , green can indicate an access number is online and operational. Yellow can indicate the access number is known to have intermittent problems and should not be used if an alternative access number is a available. Red can indicate that the access number is currently down or out of operation.  
         [0030]      FIG. 3  is a flow chart illustrating a method  300  for using information about dialup access numbers in a service region to support customer service interactions in accordance with one embodiment of the invention. The method  300  can be performed in the context of any of a variety of automated systems where ISP subscribers are provided with support. In one embodiment, the method  300  can be performed in the context of a customer support system, such as system  100 . In another embodiment, the method  300  can display output upon a GUI, such as GUI  200 .  
         [0031]     The method  300  can begin in step  305 , where an in-process customer communication can be detected. This communication can, for example, be a telephone communication between a ISP subscriber and an IVR or customer service agent. In step  310 , a service region for the ISP subscriber can be ascertained. This service region can be the region containing access numbers local to the ISP subscriber. In step  315 , published and non-published dialup access numbers can be fetched for the service region. Published numbers include those access numbers that are typically presented to ISP subscribers. Non-published dialup access numbers can include additional access numbers that can be used within the service region. Non-published dialup access numbers can, for example, include access numbers provided by third party supplies that an ISP can contractually utilize when necessary.  
         [0032]     In step  320 , an operational status for each of the access numbers can be identified. This identification can include interrogating ports within the ISP infrastructure associated with the access numbers to obtain a current operational status. In step  325 , a software engine can be used to process access number information. Step  330  represents one of the processes that can be performed by the software engine.  
         [0033]     In step  330 , the software engine can determine by processing the access number information a likelihood that the in-process communication involves a connectivity problem. In step  335 , the likelihood percentage can be compared to one or more threshold values. Each threshold value can be associated with one or more programmatic actions, triggered when the threshold is exceeded.  
         [0034]     For example, when many access numbers in the service region from which the caller is calling are out of service, there can be a high likelihood that the in-process communication relates to a connectivity problem. Consequently, when a previously established likelihood threshold is exceeded, an IVR (involved in the in-process communication) can preemptively ask the calling ISP subscriber if the subscriber is experiencing a connectivity problem.  
         [0035]     It should be appreciated that when many access numbers in the service region from which the caller is calling are in service, there can be a low likelihood that the in-progress communication relates to a network-caused connectivity problem. Consequently, when a caller informs an IVR (involved in the in-process communication) that the caller is having problems connecting to the ISP provider, the IVR can present messages designed to identify and ameliorate an end-user problem.  
         [0036]     In step  340 , the programmatic actions associated with exceeded thresholds can be executed. In step  345 , at least one destination for output generated by the programmatic actions can be determined. Destinations can include a customer support agent computer, an ISP subscriber computer, an IVR interface, and combinations thereof. In step  350 , the output can be supplied to the selected destinations. For example, when the output is supplied to a GUI like GUI  200 , the GUI can present the output information, thereby facilitating the customer support communication already in progress.  
         [0037]     It should be appreciated that the steps detailed within method  300  represent one illustrative embodiment of the inventive arrangements disclosed herein. The scope of the invention is to be construed as including adaptive deviations of the method  300  that are essentially the same as steps detailed herein.  
         [0038]     The present invention can be realized in hardware, software, or a combination of hardware and software. The present invention can be realized in a centralized fashion in one computer system or in a distributed fashion where different elements are spread across several interconnected computer systems. Any kind of computer system or other apparatus adapted for carrying out the methods described herein is suited. A typical combination of hardware and software can be a general-purpose computer system with a computer program that, when being loaded and executed, controls the computer system such that it carries out the methods described herein.  
         [0039]     The present invention also can be embedded in a computer program product, which comprises all the features enabling the implementation of the methods described herein, and which when loaded in a computer system is able to carry out these methods. Computer program in the present context means any expression, in any language, code or notation, of a set of instructions intended to cause a system having an information processing capability to perform a particular function either directly or after either or both of the following: a) conversion to another language, code or notation; b) reproduction in a different material form.  
         [0040]     This invention can be embodied in other forms without departing from the spirit or essential attributes thereof. Accordingly, reference should be made to the following claims, rather than to the foregoing specification, as indicating the scope of the invention.