Mobile care engine system
First Claim
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1. A mobile care engine system for providing customer care to mobile devices, comprising:
- a first data store containing profile data from a mobile device;
a second data store containing reference value data for the 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 mobile device with reference value data for the mobile device; and
an identifying means for identifying inconsistencies between the profile data and the reference value data;
a graphical user interface GUI of a Customer Service Representative CSR, the GUI presenting the inconsistencies as highlighted items on a display so the CSR can accurately identify the inconsistencies for a subscriber of the mobile device, wherein the inconsistencies are highlighted on the display by indicating at least one of (i) correct information according to the reference value data; and
(ii) a corrective action that can be initiated through the customer care application, wherein the inconsistencies are also provided to a display on the mobile device.
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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.
29 Citations
19 Claims
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1. A mobile care engine system for providing customer care to mobile devices, comprising:
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a first data store containing profile data from a mobile device; a second data store containing reference value data for the 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 mobile device with reference value data for the mobile device; and an identifying means for identifying inconsistencies between the profile data and the reference value data; a graphical user interface GUI of a Customer Service Representative CSR, the GUI presenting the inconsistencies as highlighted items on a display so the CSR can accurately identify the inconsistencies for a subscriber of the mobile device, wherein the inconsistencies are highlighted on the display by indicating at least one of (i) correct information according to the reference value data; and
(ii) a corrective action that can be initiated through the customer care application, wherein the inconsistencies are also provided to a display on the mobile device. - 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, comprising:
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collecting configuration settings from a mobile phone; retrieving a set of latest configuration settings from a database; comparing at a server the configuration settings of the mobile phone to the latest configuration settings; determining at the server inconsistencies between the configuration settings of the mobile phone to the latest configuration settings; and presenting the inconsistencies as highlighted items on a display to a Customer Service Representative CSR so the CSR can accurately determine the inconsistencies for a subscriber of the mobile phone, wherein the inconsistencies are also provided to a display on the mobile phone. - View Dependent Claims (19)
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Specification