Patent ID: 8724795

Claim:
A call center problem resolution system, comprising: a knowledge dictionary, wherein the knowledge dictionary comprises information about communication networks and communication devices, wherein the information is tagged for searching based on a context of a call; a computer system comprising at least one processor and a memory; a data store coupled to the computer system; and an application stored in the memory that, when executed by the processor, receives call information comprising a calling number, wherein the call is directed to a call center, retrieves communication equipment information based on the calling number, retrieves communication service plan information based on the calling number, retrieves communication network operations information based on the communication service plan information, receives a plurality of words describing a problem experienced by communication equipment associated with the calling number, based on at least one of the plurality of words describing the problem, the communication network operations information, the communication service plan information, the communication equipment information, or searching the knowledge dictionary, identifies a plurality of information items, determines a prioritized order of the plurality of information items based on an identity of an information source that contributed a corresponding information item of the plurality of information items and at least one of an identity of a call agent handling the call, how quickly previous calls with similar symptoms were resolved, or how successfully previous calls with similar symptoms were resolved, and presents the plurality of information items in the prioritized order to the call agent.