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

• US 10,419,590 B2
• Filed: 04/23/2018
• Issued: 09/17/2019
• 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, Pakee
• Application Number:
  US15/960,307
• Publication Number:
  US 20180241866A1
• Time in Patent Office: 512 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

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.

Claims

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. The non-transitory storage medium as recited in claim 1, wherein when the signal indicates user rejection of the resolution, the additional operations further comprise triggering, by the server, the mobile wireless communication device to upload, to the server, additional analytics cached at the mobile wireless communication device.

3. The non-transitory storage medium as recited in claim 1, wherein when a signal is received indicating that the resolution is accepted by the user, a corresponding signal is received by the server and the problem identified by the user is then corrected, wherein correction of the problem comprises changing one or both of a wireless network communication setting, or a configuration of the wireless mobile communication device.

4. The non-transitory storage medium as recited in claim 1, wherein when a signal is received indicating that the resolution is accepted by the user, the problem identified by the user is then corrected by the server, and/or the wireless mobile communication device acting in response to user input received at the wireless mobile communication device.

5. The non-transitory storage medium as recited in claim 1, wherein initiation of the operations occurs as a result of user initialization of an application on the wireless mobile communication device.

6. The non-transitory storage medium as recited in claim 1, wherein when a signal is received indicating that the resolution has been accepted by the user, the operations further comprise storing information concerning current wireless communication network settings, and also storing information concerning a configuration of the wireless mobile communication device.

7. A method, comprising:

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.

8. The method as recited in claim 7, wherein when the signal indicates user rejection of the resolution, the additional operations further comprise triggering, by the server, the mobile wireless communication device to upload, to the server, additional analytics cached at the mobile wireless communication device.

9. The method as recited in claim 7, wherein when a signal is received indicating that the resolution is accepted by the user, a corresponding signal is received by the server and the problem identified by the user is then corrected, wherein correction of the problem comprises changing one or both of a wireless network communication setting, or a configuration of the wireless mobile communication device.

10. The method as recited in claim 7, wherein when a signal is received indicating that the resolution is accepted by the user, the problem identified by the user is then corrected by the server, and/or the wireless mobile communication device acting in response to user input received at the wireless mobile communication device.

11. The method as recited in claim 7, wherein initiation of the operations occurs as a result of user initialization of an application on the wireless mobile communication device.

12. The method as recited in claim 7, wherein when a signal is received indicating that the resolution has been accepted by the user, the operations further comprise storing information concerning current wireless communication network settings, and also storing information concerning a configuration of the wireless mobile communication device.