At&t Intellectual Property I, L.p.

At+t Corp.

At&t Bell Laboratories

[24]7.ai, Inc.

24/7 Customer, Inc.

[27]7.ai, Inc.

Monowar Hossain

Paritosh Bajpay

Thiru Ilango

Chen-Yui Yang

David H Lu

Stephen J Griesmer

Steven Hart Lewis

Gregory C Sheehan

Tum J Lee

Charles Richard Cooke

Benjamin Rudman

James Gordon Beattie, Jr

Albert Friedes

Luis Figueroa

Chuan-Chuen Chang

Dooyong Lee

Mark Hunt

Thomas Alesio

Michael R Lambert

Paul Bette

Harold Guardo

Hossein Eslambolchi

Raghvendra Savoor

Xidong Wu

John McCanuel

Wen-Jui Li

Paramdeep S Sahni

Neerav Mehta

Robert J Ferro

Zhijian Xu

Alok K Gupta

Daniel Zuckerman

Anamaria Csupor

Rujuta Patel

James Beattie

Thomas Tam

Thomas Wirtz

Chao-Chun Luo

Devendra Chaudhary

Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

Automated assistance for customer care chats

A personalized data monitoring service is provided to users. Data from a user's devices is collected and compared to user-defined rules and to ranges. Notification messages may be sent to notify of the data. Data labels may be added to explain the data and any abnormal condition.

Personalized monitoring of data collected by the internet of things

A method may include receiving a chat conversation between a first user and second user pertaining to a customer service issue, determining a tagged term associated with the chat conversation based upon a tag indicator, and determining whether the tagged term relates to an existing tagged term in a set of tagged terms. When the tagged term relates to the existing tagged term, the chat conversation may be associated with the existing tagged term and a counter incremented for the existing tagged term. The method may then present a subset of the set of tagged terms.

Identifying trending issues in organizational messaging

Methods, systems, and products for personalized monitoring of data

A system for providing automated assistance to an agent includes a database that stores an automated assistance session in association with a client terminal. The automated assistance session comprises communications between the client terminal and an agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

Methods, systems, and products provide a personalized monitoring service. Data is collected and compared to user-defined rules and ranges of data. User-defined labels may be applied to the data and to the ranges. Notification messages may be sent to any recipient to notify of the data. The labels explain the data and any abnormal condition.

An apparatus provides automated assistance to an agent. The apparatus includes a receiver that receives a client communication from a client terminal via a network. A processor processes the client communication and determines a plurality of agent statements based on the client communication. The plurality of agent statements is displayed on a display. An input receives an agent communication from the agent. The agent communication is selected from a custom statement input by the agent and one of the plurality of agent statements selected by the agent. A transmitter transmits the agent communication to the client terminal via the network.

A method and apparatus for addressing a congestion condition in a communication network are disclosed. For example, the method receives an alert for at least one of: a trunk or a Permanent Virtual Circuit (PVC), where the trunk or the PVC is associated with a route. The method determines whether the alert is associated with a congestion condition by determining whether a trunk utilization has exceeded a first predetermined threshold for the trunk or for the at least one trunk supporting the PVC. The method then rebuilds the route if the first predetermined threshold is exceeded for the trunk or for the at least one trunk supporting said PVC.

Method and apparatus for managing packet congestion

Methods and apparatus to detect and restore flapping circuits in IP aggregation network environments are disclosed herein. An example method for use in maintaining a communication network includes retrieving information related to an operating state of a device associated with a network disturbance; determining whether the information related to the operating state of the device is indicative of a flapping condition; when the operating state information indicates that the flapping condition is present in the network, determining a cause of the flapping condition; when the cause of the flapping condition is a physical cause, selecting a first recovery procedure; and when the cause of the flapping condition is a logical cause, selecting a second recovery procedure different from the first recovery procedure.

Methods and apparatus to detect and restore flapping circuits in IP aggregation network environments

A method and system of managing network alarms including associating an alarm type with a plurality of network alarms using information associated with the plurality of network alarms, the information comprising a quantity of the plurality of network alarms and a cause of the network alarms; and processing the plurality of network alarms based on the alarm type associated therewith.

Method and system for detecting and managing a fault alarm storm

An arrangement compensates for the fact that multiple entities may generate distinct call data records for the same call. In the arrangement a consolidated call data records database receives multiple call data records and analyzes them to determine which, if any, are related to the same call. Where multiple call data records are discovered to be associated with the same call the consolidated database links those call data records.

Method and apparatus for consolidating call data records

Systems and methods for managing problems that are determined to be chronic problems with network devices or circuits are disclosed. The systems and methods receive data indicating a problem with a network device or circuit and determine based on the data a first action to be performed on the network device or circuit. Upon determining that a recurring problem exists for the network device or circuit, a rule set is used to determine if the data indicates a chronic problem. Upon determining that a chronic problem exists for the network device or circuit, the rule set is used to determine a monitoring period for the network device or circuit. Further, within the monitoring period a performance indicator that indicates that the network equipment or circuit is performing acceptably or unacceptably is used to determine further actions for the network device or circuit.

Common chronics resolution management

Growing community of inventors

Middletown, NJ, United States of America

Monowar Hossain