Method and device for processing complaints about mobile telephones

• US 20040132434A1
• Filed: 02/25/2004
• Published: 07/08/2004
• Est. Priority Date: 02/13/2001
• Status: Abandoned Application

• Current Assignee: T-Mobile Deutschland GmbH (Deutsche Telekom AG)
• Original Assignee: T-Mobile Deutschland GmbH (Deutsche Telekom AG)
• Inventors: Eschenbacher, Manfred
• Application Number:
  US10/467,819
• Publication Number:
  US 20040132434A1
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

The invention is concerned with a method and a system for processing complaints about mobile telephones and is characterized by the establishment of a software-based service center that can be addressed over the Internet. The service center automates the human consulting process and, in case of a detected defect, offers to place an order for a repair or suggestions for a malfunction correction by the user. The system thus ensures the complete processing of complaints about mobile telephones without the assistance of a human consultant.

Claims

1. A method for processing complaints about mobile telephones, characterized by the establishment of a service center (5) that automates the human consulting process, is addressed by the complainant (1) via the Internet (3) and, based on a problem/malfunction solution database (4), automatically performs a problem/malfunction analysis in the dialog with the complainant (1) and offers to the complainant an immediate placement of a repair order or, alternately, presents appropriate solutions for a correction of the problem/malfunction by the user.

2. A method according to claim 1, characterized in that the malfunction analysis is performed interactively with the complainant (1) through targeted questions that become increasingly more specific over the course of the session.

3. A method according to any of the above claims, characterized in that the problem/malfunction solutions database (4) is continually updated.

4. A method according to any of the above claims, characterized in that the service center (5), in the case of a detected end unit defect, automatically places an order with a repair center (7).

5. A system for processing complaints about mobile telephones, characterized by a service center (5) connected to the Internet (3) that accesses a problem/malfunction solution database (4), with the aid of which a problem/malfunction analysis is performed automatically in the dialog with the complainant (1) and corresponding solutions for solving the problem/malfunction are offered.

6. A system according to claim 5, characterized in that the service center (5) incorporates an IP tool in the form of a CBR program.