Mobile care engine system

• US 20050149368A1
• Filed: 07/12/2004
• Published: 07/07/2005
• Est. Priority Date: 01/07/2004
• Status: Active Grant

• Current Assignee: Qualcomm, Inc.
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Collins, Ian, Chowdhary, Yousuf, Brunet, Jeffrey, Kim, Stephen
• Granted Patent: US 7,643,826 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: H04W 24/00 Supervisory, monitoring or testing arrangements

Abstract

A mobile care engine system is provided for delivering customer care to mobile devices, comprising. The mobile care engine system compares profile data from a mobile device with reference data and highlights any inconsistencies between the data, so that the device can be optimized. The inconsistencies are preferably determined using rule-based processing, and are automatically highlighted on the device display itself, or on a display of a customer service representative interface. Optionally, the system allows for corrective patches or settings to be sent to the device.

Claims

1. A mobile care engine system for providing customer care to mobile devices, comprising:

a customer care application including a display;

a first data store containing profile data from at least one mobile device;

a second data store containing reference value data for the at least one mobile device;

an analytics engine in communication with the customer care application and the first and second data stores, comprising;

a comparing means for comparing profile data for the at least one mobile device with reference value data for the at least one mobile device;

an identifying means for identifying inconsistencies between the profile data and the reference value data; and

a highlighting means for highlighting, for each said inconsistency identified, the reference value data that should be activated in the mobile device, wherein the inconsistency is highlighted on the display.

2. The mobile care engine system of claim 1, wherein the mobile care engine system further comprises means for activating the reference value data in the mobile device to rectify the inconsistency identified.

3. The mobile care engine system of claim 2, wherein the reference value data is locally activated in the mobile device.

4. The mobile care engine system of claim 2, wherein the reference value data is remotely activated in the mobile device.

5. The mobile care engine system of claim 1, wherein the profile data comprises configuration settings, resident applications and version numbers, make and model of the mobile device, total and available memory, total and available storage, battery life, connection strength, connection settings, user requests, usage statistics, soft reset count, recently used applications, memory heap.

6. The mobile care engine system of claim 1, wherein the reference value data comprises optimized values of configuration settings, resident applications and version numbers, make and model of the mobile device, total and available memory, total and available storage, battery life, connection strength, connection settings, user requests, usage statistics, soft reset count, recently used applications, memory heap.

7. The mobile care engine system of claim 1, wherein the display comprises a customer service representative graphical user interface.

8. The mobile care engine system of claim 1, wherein the display comprises a display on the mobile device.

9. The mobile care engine system of claim 1, wherein the analytics engine uses a rule set.

10. The mobile care engine system of claim 9, wherein the rule set comprises rules that are to be processed in a preselected order.

11. The mobile care engine system of claim 9, wherein each rule has an “

IF . . . THEN”

syntax.

12. The mobile care engine system of claim 11, wherein the “

IF”

portion of each rule comprises a comparison between a profile data field and a reference value field for a particular mobile device.

13. The mobile care engine system of claim 11, wherein the “

THEN”

portion of each rule passes an inconsistency value to the identifying means if an inconsistency is determined in the “

IF”

portion.

14. The mobile care engine system of claim 9, wherein the mobile care engine further comprises a rules authoring interface for authoring and editing the rule set.

15. The mobile care engine system of claim 1, wherein the mobile device comprises a smartphone.

16. The mobile care engine system of claim 1, wherein the mobile device comprises a personal data assistant.

17. The mobile care engine system of claim 1, wherein the mobile device comprises a wireless-networked computer.

18. The mobile care engine system of claim 17, wherein the computer is embedded within an appliance.