At&t Intellectual Property I, L.p.

At&t Mobility Ii LLC

Purdue Research Foundation

Anthony Caracciolo

Zihui Ge

Sarat Puthenpura

He Yan

Mira Desta

Brian Heard

Jia Wang

Matthew Osinski

Hendrik Hofman

Amit Kumar Sheoran

Sonia Fahmy

Chunyi Peng

Benjamin Grizzle

Bruno Ribeiro

Eric Bonitz

Chandra Thompson

A method and apparatus for providing trouble isolation are disclosed. For example, the method monitors a plurality of sessions for a user group for detecting an abnormal cause code associated with the user group, determines a root cause for the abnormal cause code when a deviation is determined to have occurred for the cause code of the user group, wherein the root cause identifies either an issue associated with the communications network or an issue associated with user endpoint devices of the user group, and generates a ticket indicating the root cause.

Method and apparatus for providing trouble isolation via a network

Aspects of the subject disclosure may include, for example, automatically detecting a service issue of a telecommunication system that may impact a customer of a telecommunication service provider of the telecommunication system, predicting, by the processing system, a future customer care interaction by the customer as a result of the service issue, initiating a resolution action of the telecommunication system for the service issue before the customer contacts a customer care agent of the telecommunication service provider, wherein the initiating is responsive to the predicting the future customer care interaction and modifying a component of the telecommunication system to improve efficiency of operation of the telecommunication system by reducing a number of customer care contacts by customers of the telecommunication service provider. Other embodiments are disclosed.

Proactive customer care in a communication system

Growing community of inventors

East Brunswick, NJ, United States of America

Anthony Caracciolo