Provided herein are systems, methods and computer program product for operating a multi-application interactive support and communication interface of a multi-application interactive support and communication system. In providing a multi-application interactive support and communication interface, the system can be configured to receive a dynamic support request, the dynamic support request comprising a support user account identifier and support user issue data. The system is configured to output, to a computer interface, the multi-application interactive support and communication interface comprising a plurality of support user data elements and a multi-sector graphical interface element, wherein the multi-sector graphical interface element is configured to facilitate operator interaction with multiple service applications. In another example embodiment, the system is further configured to update the plurality of support user data elements of the multi-application interactive support and communication interface based on the support user account identifier and the support user issue data.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.

A method for the cognitive debugging of a managed system includes first receiving an event in an event management system. Thereafter, a context for the event is extracted therefrom and the context is mapped to both one or more components of a managed computing system and also one or more corresponding debug mode commands for each of the components. Consequently, a debug mode is enabled in each of the components and the corresponding debug mode commands are issued for each of the components so as to provoke a generation of one or more log entries. The generated log entries then are matched to a pre-stored log entry amongst a multiplicity of pre-stored log entries and at least one problem resolution document stored in connection with the matched pre-stored log entry is transmitted to an operator of the event management system.

A method and a system are described for providing operational business service verification in a telecommunication network. The method comprises the steps of: (i) receiving information which relates to transactions from a plurality of information sources, wherein the transactions are associated with one or more pre-defined applications; (ii) based upon the information received, determining whether that at least one pre-defined transaction criterion has been met; and (iii) if the at least one pre-defined transaction criterion has been met, providing verification of the legitimacy of the respective transaction that relate to that pre-defined application.

A system and methods for providing service assurance using real-time monitoring, management and maintenance capabilities to provide customers and vendors with information related to the state of the service. The service assurance domain implements end-to-end functionality with a level of granularity sufficient to diagnose issues to the device and call/session level.

In some examples, a server may determine that a case, created to address an issue of a computing device, is closed and perform an analysis of a communication session between a user and a technician and the steps taken by the technician to resolve the issue. Machine learning may be used on results of the analysis to predict potential pain points. For example, steps that take longer than average and during which particular words spoken by the user increase in pitch and/or volume may be predicted to be potential pain points. The machine learning may create questions for inclusion in a custom survey based on the potential pain points. The custom survey may be presented to the user. The answers may be correlated with the potential pain points to determine actual pain points in the steps taken to resolve the issue.

A system to provide end users with recommendations on improving the quality of the incident management process is provided. A computer device identifies a set of historical incident reports, wherein the historical incident reports identify: (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve. The computing device trains a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve based, at least in part, on the identified set of historical incident reports. The computing device assigns a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.

The preferred embodiments of the present invention are directed to a network tracing engine for tracing and depicting a topology (i.e. a network configuration) of a network using, for example, a network diagram. The network tracing engine preferably queries/telnets to interfaces of routers associated with one or more source-to-destination paths in a network concurrently and independently to ensure proper configuration of the routers and/or to generate a true depiction of a routing configuration without redundantly querying routers.

Systems and methods to provide integrated incident management for hybrid landscapes are provided. In example embodiments, an incident ticket is received, at a communication hub, from a first component of a first landscape indicating an incident. A second component in a second landscape is determined to which to route incident information including the incident ticket. The determination of the second component is based on an attribute extracted from the incident ticket. The incident information is transmitted to the second component by the communication hub. A solution for the incident ticket is received from the second component based on the second component having the solution or is received from a component of a service backbone based on the component of the service backbone having the solution by the communication hub, and the solution is forwarded to at least one of the first component or the second component.