Closed-loop self-care apparatus and messaging system for customer care of wireless services

• US 10,079,927 B2
• Filed: 12/09/2014
• Issued: 09/18/2018
• Est. Priority Date: 10/16/2012
• Status: Active Grant

• Current Assignee: AT&T Mobility IP LLC (AT&T, Inc.)
• Original Assignee: Carrier Iq
• Inventors: Liu, Chenhui, Mikkelsen, Frederick Peter, Gutierrez, Jr., Alberto
• Primary Examiner(s): Fang, Keith
• Application Number:
  US14/565,294
• Publication Number:
  US 20150099494A1
• Time in Patent Office: 1,379 Days
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 1/724 User interfaces specially adapted for cordless or mobile telephones
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 64/00 Locating users or terminals or network equipment for network management purposes, e.g. mobility management
• CPC Class Codes: H04W 8/20 Transfer of user or subscriber data

Abstract

A system communicatively couples a server to a plurality of mobile wireless device clients to receive and track customer care related information which has been captured on any one of the clients. The server uses information sent by a client to initiate a customer care request ticket and responds to the client request with a ticket number and request description compiled using the information from the client. A system receives from a mobile device user a request to tuneup, a devstate extracted from a cache stored in the mobile device, and proposes at least one delta devstate operation to resolve the perception; making an adjustment or guiding the user to make an adjustment to execute the proposed delta operation; and at the end of an evaluation period, offers to revert to the stored prior state; to accept the delta state; or to continue the tuneup process.

Claims

1. A method of operation for a Self-Care TuneUp apparatus, comprising:

receiving a device state, user description, and a trigger from a mobile user device coupled to a wireless communication network;

reading the present settings and conditions of a user'"'"'s network account and wireless communication network location from a NetState store;

initiating TuneUp ticket number;

operating a Perception-TuneUp Engine circuit to determine at least one likely description of perceived dissatisfaction of a user which could be ameliorated by a proposed change to wireless communication network settings or mobile user device configuration;

transmitting to a TuneUp agent operable on said mobile user device for agreement, rejection, or continuation, the description and proposed change to the wireless communication network settings or mobile user device configuration determined by the Perception-TuneUp Engine circuit;

receiving from said TuneUp agent, at least one of agreement to the proposed change to the wireless communication network settings or mobile user device configuration, rejection of the proposed change to the wireless communication network settings or mobile user device configuration, or additional user description of perceived dissatisfaction for further operation of the Perception-TuneUp Engine circuit to determine a second proposed change to the wireless communication network settings or mobile user device configuration, and the method further comprising;

upon receiving rejection from the TuneUp agent operable on a mobile user device, closing the TuneUp ticket number;

upon receiving additional user description of perceived dissatisfaction, continuing operation of the Perception-TuneUp Engine;

upon receiving agreement to at least one first proposed change to the wireless communication network settings or mobile user device configuration, storing into a PreviousState store current wireless communication network settings and mobile user device configuration;

changing by a Network Operator or assisting the user to change wireless communication network settings and mobile user device configuration as proposed; and

setting a timer for an Evaluation Engine circuit to cause the TuneUp agent to present to the mobile user device a selection of;

Acceptance, to close the ticket number, Revert, to return the mobile user device to the stored Previous State and close the ticket number, and Continue TuneUp, to provide for additional user description of perceived dissatisfaction and continuing operation of the Perception-TuneUp Engine.

2. The method as recited in claim 1, wherein the additional user description takes the form of one or more of text, voice, or one or more menu selections.

3. The method as recited in claim 2, wherein one or more of the menu selections are based on a current wireless communication network setting and a mobile user device configuration.

4. The method as recited in claim 1, wherein part of the method is performed by a processor that is communicatively coupled to a plurality of wireless mobile user devices.

5. The method as recited in claim 1, wherein the method is performed on-demand in response to initiation by a user of the mobile user device.

6. The method as recited in claim 1, wherein the method further comprises correlating a subscriber associated with the mobile user device to a set of known problems.

7. The method as recited in claim 1, wherein a TuneUp ticket corresponding to the TuneUp ticket number is automatically generated.

8. The method as recited in claim 1, wherein the proposed change is taken from a map that correlates solutions with problems.

9. The method as recited in claim 1, further comprising configuring a list of care request options from which the user of the user mobile device can choose.

10. A non-transitory storage medium having stored therein computer-executable instructions which, when executed by one or more hardware processors, implement and/or cause the implementation of the following operations:

receiving a device state, user description, and a trigger from a mobile user device coupled to a wireless communication network;

reading the present settings and conditions of a user'"'"'s wireless communication network account and wireless communication network location from a NetState store;

initiating TuneUp ticket number;

operating a Perception-TuneUp Engine circuit to determine at least one likely description of the user'"'"'s perceived dissatisfaction which could be ameliorated by a proposed change to wireless communication network settings or mobile user device configuration;

transmitting to a TuneUp agent operable on said mobile user device for agreement, rejection, or continuation, the description and proposed change to the wireless communication network settings or mobile user device configuration determined by the Perception-TuneUp Engine circuit; and

receiving from said TuneUp agent, at least one of agreement to the proposed change to the wireless communication network settings or mobile user device configuration, rejection of the proposed change to the wireless communication network settings or mobile user device configuration, or additional user description of perceived dissatisfaction for further operation of the Perception-TuneUp Engine circuit to determine a second proposed change to the wireless communication network settings or mobile user device configuration, and the operations further comprise;

upon receiving rejection from the TuneUp agent operable on a mobile user device, closing the TuneUp ticket number;

upon receiving additional user description of perceived dissatisfaction, continuing operation of the Perception-TuneUp Engine;

upon receiving agreement to at least one first proposed change to the wireless communication network settings or mobile user device configuration, storing into a PreviousState store current wireless communication network settings and mobile user device configuration;

changing by the Network Operator or assisting the user to change wireless communication network settings and mobile user device configuration as proposed; and

setting a timer for an Evaluation Engine circuit to cause the TuneUp agent to present to the mobile user device a selection of;

Acceptance, to close the ticket number, Revert, to return the mobile user device to the stored Previous State and close the ticket number, and Continue TuneUp, to provide for additional user description of perceived dissatisfaction and continuing operation of the Perception-TuneUp Engine.

11. The non-transitory storage medium as recited in claim 10, wherein the additional user description takes the form of one or more of text, voice, or one or more menu selections.

12. The non-transitory storage medium as recited in claim 11, wherein one or more of the menu selections are based on a current wireless communication network setting and a mobile user device configuration.

13. The non-transitory storage medium as recited in claim 10, wherein the operations are performed on-demand in response to initiation by a user of the mobile user device.

14. The non-transitory storage medium as recited in claim 10, wherein the operations further comprise correlating a subscriber associated with the mobile user device to a set of known problems.

15. The non-transitory storage medium as recited in claim 10, wherein a TuneUp ticket corresponding to the TuneUp ticket number is automatically generated.

16. The non-transitory storage medium as recited in claim 10, wherein the proposed change is taken from a map that correlates solutions with problems.

17. The non-transitory storage medium as recited in claim 10, wherein the operations further comprise configuring a list of care request options from which the user of the user mobile device can choose.

18. A server, comprising:

one or more hardware processors; and

the non-transitory storage medium as recited in claim 10.