Defined a two-tiered tech
support service in terms of standard business processes
and system interfaces to support the nation-wide
high-speed internet service launched by @Home Network and
three major cable operators. Specified expanded services
for resolving tech support calls consistently across
multiple operations centers.
Defined an interactive
scripting engine for Level 1 Tech Support based on a
probabilistic model of case path. The web-based system
minimizes the cost of Level 1 operations, increases tech
support consistency, and streamlines the transfer to
Level 2 experts.