Closed-loop self-care apparatus and messaging system for customer care of wireless services
First Claim
1. A non-transitory storage medium having stored therein computer-executable instructions which, when executed by one or more hardware processors, facilitate an improvement in a wireless communication service provided to a user of a mobile wireless communication device, by performing the operations:
- receiving, from a mobile wireless communication device, a request for assistance concerning a problem identified by a user of the mobile wireless communication device;
receiving, from a cache of a mobile wireless communication device, analytics that correspond to the problem identified by the user;
creating, at the server, a service ticket corresponding to the user-identified problem;
identifying a probable cause of the problem, wherein the identification is based on the analytics received by the server from the mobile wireless communication device;
based on the probable cause, identifying a resolution to the user-identified problem;
enabling the user to accept or reject the resolution; and
receiving, from the mobile wireless communication device, a signal indicating either user acceptance or rejection of the resolution, wherein when the signal indicates user rejection of the resolution, repeating the following additional operations until the problem is resolved;
identifying another probable cause of the problem, wherein the identification is based on additional analytics received by the server from the mobile wireless communication device;
based on the another probable cause, identifying another resolution to the user-identified problem; and
enabling the user to accept or reject the another resolution.
2 Assignments
0 Petitions
Accused Products
Abstract
In one example, performance of a method facilitates an improvement in a wireless communication service provided to a user of a mobile wireless communication device, and includes receiving a user input signal indicating a perception by the user that performance of a mobile wireless communication device is unsatisfactory, retrieving, in response to receipt of the user input signal, device configuration information, and information concerning the location of a mobile wireless communication device at about the time that the user input signal was received, presenting the user with a list of user-selectable problem descriptions, and receiving a user input signal indicating user selection of one of the listed problem descriptions, transmitting, to a server, a request for assistance concerning the user-identified problem, and uploading, to the server, cached analytics stored at a mobile wireless communication device and corresponding to the selected problem description.
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Citations
12 Claims
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1. A non-transitory storage medium having stored therein computer-executable instructions which, when executed by one or more hardware processors, facilitate an improvement in a wireless communication service provided to a user of a mobile wireless communication device, by performing the operations:
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receiving, from a mobile wireless communication device, a request for assistance concerning a problem identified by a user of the mobile wireless communication device; receiving, from a cache of a mobile wireless communication device, analytics that correspond to the problem identified by the user; creating, at the server, a service ticket corresponding to the user-identified problem; identifying a probable cause of the problem, wherein the identification is based on the analytics received by the server from the mobile wireless communication device; based on the probable cause, identifying a resolution to the user-identified problem; enabling the user to accept or reject the resolution; and receiving, from the mobile wireless communication device, a signal indicating either user acceptance or rejection of the resolution, wherein when the signal indicates user rejection of the resolution, repeating the following additional operations until the problem is resolved; identifying another probable cause of the problem, wherein the identification is based on additional analytics received by the server from the mobile wireless communication device; based on the another probable cause, identifying another resolution to the user-identified problem; and enabling the user to accept or reject the another resolution. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method, comprising:
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receiving, from a mobile wireless communication device, a request for assistance concerning a problem identified by a user of the mobile wireless communication device; receiving, from a cache of a mobile wireless communication device, analytics that correspond to the problem identified by the user; creating, at the server, a service ticket corresponding to the user-identified problem; identifying a probable cause of the problem, wherein the identification is based on the analytics received by the server from the mobile wireless communication device; based on the probable cause, identifying a resolution to the user-identified problem; enabling the user to accept or reject the resolution; and receiving, from the mobile wireless communication device, a signal indicating either user acceptance or rejection of the resolution, wherein when the signal indicates user rejection of the resolution, repeating the following additional operations until the problem is resolved; identifying another probable cause of the problem, wherein the identification is based on additional analytics received by the server from the mobile wireless communication device; based on the another probable cause, identifying another resolution to the user-identified problem; and enabling the user to accept or reject the another resolution. - View Dependent Claims (8, 9, 10, 11, 12)
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Specification