Automation of customer support sorting process

Abstract

Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.

1 . A method comprising:
 determining an operational status of a network;   determining, based on historical data, whether a communication system associated with the network will receive a communication from a first source; and   sending, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network.   
     
     
         2 . The method of  claim 1 , further comprising:
 receiving user information indicating a usage of the communication system associated with the first source.   
     
     
         3 . The method of  claim 1 , wherein the historical data indicates one or more communications received by the communication system associated with the network and a subject matter of each of the one or more communications. 
     
     
         4 . The method of  claim 1 , further comprising:
 sending, based on a determination that a probability, associated with the communication, satisfies a predetermined threshold, the notification to a second source indicating an operational status of the network.   
     
     
         5 . The method of  claim 1 , wherein the notification comprises at least one of a voice message, an email, an on-screen television notification, or a short message service (SMS) text message. 
     
     
         6 . The method of  claim 1 , wherein the operational status is associated with error data indicative of an interruption of an operation of the network. 
     
     
         7 . The method of  claim 6 , further comprising:
 identifying, based at least in part on the error data, an event of interest corresponding to the operational status of the network; and   determining an association between subject matter of one or more communications indicated in the historical data and the event of interest.   
     
     
         8 . The method of  claim 1 , wherein the first source comprises a user device. 
     
     
         9 . A system comprising:
 at least one least one first source; and   at least one computing device associated with a network, wherein the computing device is configured to:
 determine an operational status of the network; 
 determine, based on historical data, whether a communication system associated with the network will receive a communication from the first source; and 
 send, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network. 
   
     
     
         10 . The system of  claim 9 , wherein the computing device is further configured to:
 receive user information indicating a usage of the communication system associated with the first source.   
     
     
         11 . The system of  claim 9 , wherein the historical data indicates one or more communications received by the communication system associated with the network and a subject matter of each of the one or more communications. 
     
     
         12 . The system of  claim 9 , wherein the computing device is further configured to:
 send, based on a determination that a probability, associated with the communication, satisfies a predetermined threshold, the notification to a second source indicating an operational status of the network.   
     
     
         13 . The system of  claim 9 , wherein the notification comprises at least one of a voice message, an email, an on-screen television notification, or a short message service (SMS) text message. 
     
     
         14 . The system of  claim 9 , wherein the operational status is associated with error data indicative of an interruption of an operation of the network. 
     
     
         15 . The system of  claim 14 , wherein the computing device is further configured to:
 identify, based at least in part on the error data, an event of interest corresponding to the operational status of the network; and   determine an association between subject matter of one or more communications indicated in the historical data and the event of interest.   
     
     
         16 . A non-transitory computer-readable medium storing instructions that, when executed, cause:
 determining an operational status of a network;   determining, based on historical data, whether a communication system associated with the network will receive a communication from a first source; and   sending, based on determining that the communication system will receive the communication from the first source, a notification to the first source indicating a status associated with the operational status of the network.   
     
     
         17 . The non-transitory computer-readable medium of  claim 16 , further comprising:
 receiving user information indicating a usage of the communication system associated with the first source.   
     
     
         18 . The non-transitory computer-readable medium of  claim 16 , wherein the historical data indicates one or more communications received by the communication system associated with the network and a subject matter of each of the one or more communications. 
     
     
         19 . The non-transitory computer-readable medium of  claim 16 , further comprising:
 sending, based on a determination that a probability, associated with the communication, satisfies a predetermined threshold, the notification to a second source indicating an operational status of the network.   
     
     
         20 . The non-transitory computer-readable medium of  claim 16 , wherein the operational status is associated with error data indicative of an interruption of an operation of the network.