Wireless Device Expert System
First Claim
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1. A diagnostic system for diagnosing faults in a wireless device, the diagnostic system comprising:
- a processor;
a module interface communicatively coupled to the processor and configured to communicatively couple the processor to a plurality of diagnostic modules;
an input/output module communicatively coupled to the processor and configured to communicatively couple the processor to a user testing the wireless device;
a tangible storage medium having stored thereon a data repository, the data repository configured to correlate wireless device faults with probable causes;
the tangible storage medium further having stored thereon software instructions executable by the processor that, when executed, are configured to instruct the processor to;
receive a complaint from the user, the complaint comprising data and attributes;
compare the complaint data and complaint attributes respectively to records of the data repository, and based on the comparison, select one or more diagnostic modules to query for a proposed resolution;
provide at least one of the complaint data or complaint attributes to the selected module or modules over the module interface;
receive from the module, over the module interface, a diagnostic report including at least one proposed resolution;
ranking the proposed resolutions according to probable causation of the complaint; and
providing to the user, over the input/output module, a recommended resolution.
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Abstract
A wireless expert system connects to a plurality of diagnostic modules and is configured to receive a complaint from a user of a wireless device, the complaint comprising data and attributes. The expert system executes a two-phase process. In the first phase, the complaint is analyzed to determine which of the diagnostic modules should be run. In the second phase, the selected diagnostic modules are run, and the user is provided with a recommended corrective action. If the action is successful, the expert system is updated with the successful resolution, providing additional assurance for future analyses.
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Citations
24 Claims
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1. A diagnostic system for diagnosing faults in a wireless device, the diagnostic system comprising:
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a processor; a module interface communicatively coupled to the processor and configured to communicatively couple the processor to a plurality of diagnostic modules; an input/output module communicatively coupled to the processor and configured to communicatively couple the processor to a user testing the wireless device; a tangible storage medium having stored thereon a data repository, the data repository configured to correlate wireless device faults with probable causes; the tangible storage medium further having stored thereon software instructions executable by the processor that, when executed, are configured to instruct the processor to; receive a complaint from the user, the complaint comprising data and attributes; compare the complaint data and complaint attributes respectively to records of the data repository, and based on the comparison, select one or more diagnostic modules to query for a proposed resolution; provide at least one of the complaint data or complaint attributes to the selected module or modules over the module interface; receive from the module, over the module interface, a diagnostic report including at least one proposed resolution; ranking the proposed resolutions according to probable causation of the complaint; and providing to the user, over the input/output module, a recommended resolution. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A method of diagnosing a fault on a wireless device, performable by an expert system, the method comprising the steps of:
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receiving a complaint; based on the complaint, selecting at least one diagnostic module from a plurality of available diagnostic modules for analysis of the complaint; providing the complaint to the selected diagnostic modules; receiving from the selected diagnostic modules at least one recommended resolution; ranking the recommended resolutions according to probability; and providing the most probable recommended resolution as a recommended action for correcting the fault. - View Dependent Claims (19, 20, 21)
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22. A wireless device expert system for evaluating faults in a wireless device, the expert system comprising:
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a logic unit configured to communicatively couple to a plurality of diagnostic modules; a hardware diagnostic module configured to evaluate hardware functionality of the wireless device; a third-party application module configured to evaluate third-party applications installed on the wireless device; a network diagnostic module configured to test connectivity between the wireless device and a carrier network; a firmware compliance module configured to evaluate the installed firmware on the wireless device; a data repository including statistical correlations between faults and causes; wherein the logic unit is configured to; receive a complaint indicating a fault with the wireless device; based on the complaint, select at least one diagnostic module to query for potential resolutions; query the selected diagnostic modules; receive from the selected diagnostic modules at least one recommended resolution; rank the recommended resolutions according to probability provided by the data repository; and provide the first-ranked resolution as the recommended resolution. - View Dependent Claims (23, 24)
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Specification