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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
First Claim
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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:

  • 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.

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