Verizon Patent and Licensing Inc.

Sudarshan Chavva

Manohar R Kesireddy

Anil Krishna Guntupalli

Senthil Muthusamy

Ashok Kumar

Syam S Suri

Ehssan Ghanem

Premjith A Pullamplavil

Virendra P Shah

Huajun Shi

Kapil Gupta

Raja Sri Swaroop Mallampalli

Sharath B Vaddempudi

A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

Systems and methods for providing real-time assistance to call center agents

A method includes providing identifying information for a customer premises communication device to a provider network, wherein the customer premises communication device is a node of a customer premises network. The method may further include registering a communication channel between the customer premises communication device and the provider network. In addition, the method may include receiving at least one service alert message from the provider network using the communication channel. The type of service alert message is selected based on the customer premises communication device.

Service alert messages for customer premises communication devices

A server device is configured to store quick code information, where the quick code information includes a particular operation of a group of operations and a particular condition code of a group of condition codes; receive diagnostic information from a video client, of a group of video clients, where the diagnostic information includes a condition code that corresponds to a condition associated with the video client; determine that the condition code matches the particular condition code of particular, stored quick code information; determine, from the particular quick code information, the particular operation corresponding to the particular condition code; perform an automatic remote repair to remedy the condition, on the video client, based on the particular operation; and send, to the video client, a notification that the condition has been remedied based on the automatic remote repair when the automatic remote repair remedies the condition on the video client.

Automatic detection and remote repair of a television system condition

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Carrollton, TX, United States of America

Sudarshan Chavva