Lumen Technologies has been granted a patent for a method that allows call center users to diagnose and repair Internet service issues by accessing network switches and customer premises equipment. The system autonomously identifies issues and initiates repair procedures based on the diagnosis. GlobalData’s report on Lumen Technologies gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Lumen Technologies, Cloud gaming was a key innovation area identified from patents. Lumen Technologies's grant share as of April 2024 was 65%. Grant share is based on the ratio of number of grants to total number of patents.

Automated interface for internet service diagnostics and provisioning

Source: United States Patent and Trademark Office (USPTO). Credit: Lumen Technologies Inc

A recently granted patent (Publication Number: US11973897B2) outlines a method for diagnosing and repairing Internet service issues for customers accessing a call center. The method involves autonomously accessing network switches in a network to diagnose Internet service provided to customer premises equipment (CPE). If the CPE does not have an IP address, the system accesses other CPEs to determine the issue and initiates repair procedures accordingly. The method covers various scenarios, including diagnosing connection issues, traffic problems, and discrepancies in Internet speed or bandwidth. Additionally, the patent details the use of different technologies such as DSL, coaxial cable, fiber optics, and copper wire for Internet service provision.

The patent also describes the use of a computing system with various components like network diagnostics, provisioning, and service management systems to facilitate the diagnosis and repair process. It includes initiating repair procedures remotely, accessing databases for customer account information, and generating messages to indicate potential issues and repair actions taken. The method further involves presenting user interface options for call center users to change service features, receiving response messages, and dispatching technicians for on-site repairs if necessary. Overall, the patent aims to streamline the troubleshooting process for Internet service issues, ensuring efficient and effective resolution for customers accessing call centers for assistance.

To know more about GlobalData’s detailed insights on Lumen Technologies, buy the report here.

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GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.

GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.