Customer initiated mobile diagnostics service
First Claim
1. A customer initiated mobile diagnostics service system, comprising:
- a database containing diagnostic data;
a computer system; and
an application, that when executed on the computer system,receives an enrollment message from a portable electronic device to self-enroll for diagnostic services,sends a message to activate diagnostics software on the portable electronic device upon the portable electronic device'"'"'s self-enrollment,subsequently receives a plurality of notifications of a plurality of service problems experienced by the portable electronic device from one of the portable electronic device, a service vendor, or another component,analyzes data stored by at least one of the portable electronic device or the database to identify one of more root causes of the plurality of service problems in response to receipt of the plurality of notifications of the plurality of service problems, wherein the analyzed data comprises voice and data communications activity and operating conditions that are monitored over time during times of normal operation of the portable electronic device and when the plurality of service problems occur, andsends information to the portable electronic device comprising resolutions of the plurality of service problems based on the one or more root causes in response to identifying the one or more root causes.
6 Assignments
0 Petitions
Accused Products
Abstract
A customer initiated mobile service diagnostics system is provided. The system comprises a database containing diagnostic data, a computer system, and an application, that when executed on the computer system, receives a message from a portable electronic device enrolling for diagnostic services. The system also sends a message to activate diagnostics software on the portable electronic device and receives notification of at least one service problem experienced by the portable electronic device. The system also analyzes data stored by at least one of the portable electronic device and the database to identify the root cause of the at least one service problem. The system also sends information to the portable electronic device providing resolution of the root cause of the at least one service problem.
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Citations
18 Claims
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1. A customer initiated mobile diagnostics service system, comprising:
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a database containing diagnostic data; a computer system; and an application, that when executed on the computer system, receives an enrollment message from a portable electronic device to self-enroll for diagnostic services, sends a message to activate diagnostics software on the portable electronic device upon the portable electronic device'"'"'s self-enrollment, subsequently receives a plurality of notifications of a plurality of service problems experienced by the portable electronic device from one of the portable electronic device, a service vendor, or another component, analyzes data stored by at least one of the portable electronic device or the database to identify one of more root causes of the plurality of service problems in response to receipt of the plurality of notifications of the plurality of service problems, wherein the analyzed data comprises voice and data communications activity and operating conditions that are monitored over time during times of normal operation of the portable electronic device and when the plurality of service problems occur, and sends information to the portable electronic device comprising resolutions of the plurality of service problems based on the one or more root causes in response to identifying the one or more root causes. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A processor-implemented method for providing customer initiated mobile diagnostics service, comprising:
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receiving, by a diagnostics server, a request to self-enroll for diagnostics service from a portable electronic device; activating, by the diagnostics server, diagnostics software on the portable electronic device providing diagnostics service on the portable electronic device upon the portable electronic device'"'"'s self-enrollment; subsequently receiving, by the diagnostics server, a plurality of messages reporting a plurality of service problems on the portable electronic device from at least one of the portable electronic device, a service vendor, or another component; aggregating, by the diagnostics server, data stored in at least one of the portable electronic device or a database about the services in use by the portable electronic device at the time of the plurality of service problems in response to receiving the plurality of messages; aggregating, by the diagnostics server, data about the positioning of the portable electronic device and network conditions at the time of the plurality of service problems; analyzing, by the diagnostics server, the data about the positioning and services in use by the portable electronic device and the network conditions at the time of the plurality of service problems to identify one or more root causes of the plurality of service problems, wherein the analyzed data comprises voice and data communications activity and operating conditions that are monitored over time during times of normal operation of the portable electronic device and when the plurality of service problems occur; and sending, by the diagnostics server, an informative message to the portable electronic device containing information on the one or more root causes of the plurality of service problems to prevent a future service problem. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A processor-implemented method for providing customer initiated mobile service diagnostics, comprising:
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receiving, by a diagnostics server, a request to self-enroll for diagnostics service from a portable electronic device; activating, by the diagnostics server, diagnostics software on the portable electronic device providing diagnostics service on the portable electronic device upon the portable electronic device'"'"'s self-enrollment; identifying, by a diagnostics server, a plurality of occurrences of a plurality of service problems experienced by a portable electronic device; sending, by the diagnostics server, a confirmation message to the portable electronic device confirming the plurality of service problems in response to identifying the plurality of occurrences of the plurality of service problems; identifying, by the diagnostics server, services in use by the portable electronic device at the time of the plurality of occurrences of the plurality of service problems; identifying, by the diagnostics server, the location of the portable electronic device at the time of the plurality of occurrences of the plurality of service problems; analyzing, by the diagnostics server, the data about the location and the services in use by the portable electronic device and network conditions at the time of the plurality of service problems to identify one or more root causes of the plurality of service problems, wherein the data comprises voice and data communications activity and operating conditions that are monitored over time during times of normal operation of the portable electronic device and when the plurality of service problems occur, determining, by the diagnostics server, the one or more root causes of the plurality of service problems based on at least one of the services in use by the portable device or the location of the portable electronic device; identifying, by the diagnostics server, a vendor of electronic services associated with the one or more root causes in response to the determination of the one or more root causes; and sending, by the diagnostics server, an informative message to the portable electronic device providing information about the one or more root causes of the plurality of service problems. - View Dependent Claims (16, 17, 18)
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Specification