Browse Prior Art Database

Methods and Systems for Automated Issue Resolution

IP.com Disclosure Number: IPCOM000225818D
Publication Date: 2013-Mar-07

Publishing Venue

The IP.com Prior Art Database

Related People

Eli Jacobi: CONTACT

Related Documents

F012/440: IP.COM

Abstract

Methods and systems for resolving problems are disclosed. The methods and systems receive a communication regarding a first symptom of an underlying problem. In addition, the methods and systems perform operations to resolve the problem. If the problem is resolved, the methods and systems identify the problem by comparing the performed operations to a model. The methods and systems wait for a first amount of time and, after waiting for the first amount of time, determine whether a second symptom indicative of the problem is present. In some embodiments, if the problem is present the methods and systems attempt to resolve the problem. In addition, in some embodiments, if the problem is not present, the methods and systems mark the problem as resolved.

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methods and systems for automated issue resolution

 

DESCRIPTION

Technical Field

[0001] The present disclosure relates to the field of issue resolution and, more particularly, methods and systems for detecting symptoms indicative of one or more underlying problems and resolving one or more problems based, for example, on past problem resolution.

Background

[0002] Companies commonly employ customer service representatives (CSRs) to speak with, and resolve issues or problems for, customers.  Customer Relationship Management (CRM) software has been developed that assists CSRs when attempting to resolve issues for customers.  For example, CRM software may allow CSRs to record notes regarding a call with a customer.  In addition, CRM software may allow CSRs to record a reason code indicating a suspected problem underlying a customer’s call.  However, CRM software is typically heavily dependent upon a representative’s individual ability to determine a problem underlying a customer’s call.  Thus, an inexperienced CSR may not be able to efficiently resolve a customer’s problem.  Similarly, an experienced CSR may not be able to efficiently resolve a customer’s problem when the problem is uncommon or complex.

[0003] In addition, traditional CRM software does not determine whether a customer’s problem is permanently resolved.  In particular, while a problem may be temporarily fixed when a CSR is on the phone with a customer, the problem may reoccur.  Companies have traditionally relied on surveys and follow-up calls to determine whether a problem has reoccurred.  However, surveys and follow-up calls can be subjective and expensive.

[0004] To avoid the subjectivity and expense of surveys and follow-up calls, companies often forgo proactive monitoring of issue resolution.  Rather, some companies may wait for customers to call back about a problem that has reoccurred.  However, requiring active customer involvement can be frustrating and time consuming for customers.

SUMMARY

[0005] In one disclosed embodiment, a method for resolving problems is disclosed.  The method comprises receiving a communication regarding a first symptom of an underlying problem.  In addition, the method comprises performing operations to resolve the problem and, if the problem is resolved, identifying the problem, using a processor, by comparing the performed operations to a model.  In addition, the method comprises waiting for a first amount of time, and, after waiting for the first amount of time, determining whether a second symptom indicative of the problem is present.

[0006] In another disclosed embodiment, a system for resolving problems is disclosed.  The system comprises a processor, a memory, and program stored in the memory.  The program code, when executed by the processor, causes the system to receive a communication regarding a first symptom of an underlying problem, perform operations to resolve the problem, and, if the problem is resolved, i...