INTELLIGENT CUSTOMER SERVICE/CALL CENTER SERVICES ENHANCED USING REAL-TIME AND HISTORICAL MOBILE APPLICATION AND TRAFFIC-RELATED STATISTICS COLLECTED BY A DISTRIBUTED CACHING SYSTEM IN A MOBILE NETWORK
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Accused Products
Abstract
Systems and methods of enhanced customer service for mobile carriers using real-time and historical mobile application and traffic or optimization data associated with mobile devices in a mobile network are disclosed. The data can be tracked by a client-side and/or a server-side reporting engine and usage analytics engine. Reports can also be generated by the system from the data and provided to the customer service/call center, such as trend charts showing optimization efficiency of traffic over a network and battery consumption vs. application load for a mobile device as a function of time.
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Citations
54 Claims
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1-27. -27. (canceled)
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28. A method of providing information from a mobile device to a service provider of a mobile network, the method comprising:
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collecting data at a client-side proxy in conjunction with management and optimization of traffic to or from the mobile device, wherein the management and optimization of traffic to or from the mobile device is performed by a service provider and the client-side proxy and is based upon analysis of at least one of;
mobile device application behavior, mobile device user behavior, and mobile network conditions;detecting, at the client-side proxy, a customer service request sent to the service provider from the mobile device; identifying a nature of the customer service request from the detected customer service request based on the collected data; and transmitting at least some of the collected data pertaining to use of the mobile device to the service provider, wherein the transmitted collected data is used by the service provider when responding to the customer service request. - View Dependent Claims (29, 30, 31, 32, 33, 34)
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35. A method of providing information from a server to a mobile device service provider, the method comprising:
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collecting, at the server, data in conjunction with management and optimization of traffic over one or more mobile networks to or from a plurality of mobile devices, wherein the management and optimization of traffic to or from each mobile device is performed by a service provider and a client-side proxy on each of the mobile devices and is based upon analysis of at least one of;
mobile device application behavior, mobile device user behavior, and mobile network conditions;detecting, at the server, a customer service request sent to the service provider from a respective mobile device; identifying a nature of the customer service request from the detected customer service request based on the collected data; and transmitting at least some of the collected data pertaining to use of the plurality of mobile devices to the service provider, wherein the transmitted collected data is used by the service provider when responding to the customer service request. - View Dependent Claims (36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50)
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51. A mobile device having thereon accessible mobile device applications that provides information to a mobile device customer service provider, the mobile device comprising:
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a radio configured to transmit information to the customer service provider; a processor; a first memory unit having instructions stored thereon which when executed by the processor, causes the processor to; collect data at a client-side proxy in conjunction with management and optimization of traffic to or from the mobile device, wherein the management and optimization of traffic to or from the mobile device is performed by a service provider and the client-side proxy and is based upon analysis of at least one of;
mobile device application behavior, mobile device user behavior, and mobile network conditions;detect, at the client-side proxy, a customer service request sent to the service provider from the mobile device; identify a nature of the customer service request from the detected customer service request based on the collected data; and transmit via the radio at least some of the collected data pertaining to use of the mobile device to the service provider, wherein the transmitted collected data is used by the service provider when responding to the customer service request. - View Dependent Claims (52, 53, 54)
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Specification