Self-care self-tuning wireless communication system

• US 9,591,494 B2
• Filed: 10/12/2015
• Issued: 03/07/2017
• Est. Priority Date: 12/09/2014
• Status: Active Grant

• Current Assignee: AT&T Mobility LLC (AT&T, Inc.)
• Original Assignee: Carrier Iq
• Inventors: Mikkelsen, Frederick, Gutierrez, Alberto Jr.
• Primary Examiner(s): Fang, Keith
• Application Number:
  US14/880,350
• Publication Number:
  US 20160165460A1
• Time in Patent Office: 512 Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/0803 Configuration setting
• CPC Class Codes: H04M 1/724 User interfaces specially adapted for cordless or mobile telephones
• CPC Class Codes: H04W 24/02 Arrangements for optimising operational condition
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 64/00 Locating users or terminals or network equipment for network management purposes, e.g. mobility management
• CPC Class Codes: H04W 8/20 Transfer of user or subscriber data
• CPC Class Codes: H04W 8/205 Transfer to or from user equipment or user record carrier

Abstract

A customer self-service tuning system assists a mobile device user in adjusting his network settings and device configuration. Device, network and performance metrics are stored for a population. Over time all of these suggest changes in the device or network that change measured performance. The potential improvement(s) are presented to the user for selection. Performance measurements are taken and the user can choose to go forward with the new configuration or to revert. Each time a user requests self-care service, a new cohort is extracted from the then current overall population and analyzed for similarity to the user at that point in time. Each time an improvement is selected, the history of device states and network states is augmented. Identified variances are transformed into an action plan specific to a user and implemented on the device or network upon concurrence.

Claims

1. A method for operation of a customer service self-care server comprising:

receiving a request from a mobile wireless device;

receiving a selection on an application installed on the mobile wireless device;

receiving a package of metrics and device state information from the mobile wireless device;

selecting a cohort of substantially similar mobile wireless devices by;

comparing a current configuration of the mobile wireless device with a past devstate and netstate of each of a population of mobile wireless devices to identify a first subset of mobile wireless devices whose past devstate and netstate are substantially similar to the current configuration of the mobile wireless device;

selecting the first subset of mobile wireless devices for further analysis; and

comparing a current configuration of the mobile wireless device with a current devstate and current netstate of the mobile wireless devices in the first subset of mobile wireless devices to identify a second selected subset of mobile wireless devices (i) whose respective past devstate and netstate are substantially similar to the current configuration of the mobile wireless device and (ii) whose current respective devstate and netstate are different from the current configuration of the mobile wireless device, the second selected subset defining the cohort;

transmitting information concerning potential performance improvements; and

transforming a network account and its device configuration.

2. The method of claim 1 wherein transmitting information concerning potential performance improvements comprises:

associating improvements in performance with changes in devstate and netstate in the mobile wireless devices included in the cohort; and

transmitting a list of selectable improvements.

3. The method of claim 1 wherein transforming a network account and its mobile wireless device configuration comprises:

receiving a command to transform account and configuration.

4. The method of claim 1 wherein transforming a network account and its mobile wireless device configuration comprises:

adjusting server-side network account setting to new netstate.

5. The method of claim 1 wherein transforming a network account and its mobile wireless device configuration comprises:

transmitting a prompt to amend settings of the mobile wireless device.

6. The method of claim 1 wherein transforming a network account and its mobile wireless device configuration comprises:

reiterating performance measurements.

7. The method of claim 1 wherein transforming a network account and its mobile wireless device configuration comprises:

reverting settings by accessing a stored prior state of the mobile wireless device.

8. The method of claim 1 further comprising:

generating and transmitting a service ticket number that corresponds to the request received from the wireless mobile device; and

receiving either a command to continue the service ticket, or a command to discard the service ticket.

9. The method of claim 3 further comprising adding transformation information concerning a network account and mobile wireless device configuration to a history of netstates and devstates of the mobile wireless devices in the cohort.

10. The method of claim 1 wherein a new cohort is selected each time that a request is received from a mobile wireless device.

11. A non-transitory storage medium having stored therein computer-executable instructions which, when executed by one or more hardware processors, perform the following processes:

receiving a request from a mobile wireless device;

receiving a selection on an application installed on the mobile wireless device;

receiving a package of metrics and device state information from the mobile wireless device;

selecting a cohort of substantially similar mobile wireless devices by;

comparing a current configuration of the mobile wireless device with a past devstate and netstate of each of a population of mobile wireless devices to identify a first subset of mobile wireless devices whose past devstate and netstate are substantially similar to the current configuration of the mobile wireless device;

selecting the first subset of mobile wireless devices for further analysis; and

comparing a current configuration of the mobile wireless device with a current devstate and current netstate of the mobile wireless devices in the first subset of mobile wireless devices to identify a second selected subset of mobile wireless devices (i) whose respective past devstate and netstate are substantially similar to the current configuration of the mobile wireless device and (ii) whose current respective devstate and netstate are different from the current configuration of the mobile wireless device, the second selected subset defining the cohort;

transmitting information concerning potential performance improvements; and

transforming a network account and its mobile wireless device configuration.

12. The non-transitory storage medium of claim 11 wherein transmitting information concerning potential performance improvements comprises:

associating improvements in performance with changes in devstate and netstate of the mobile wireless devices included in the cohort; and

transmitting a list of selectable improvements.

13. The non-transitory storage medium of claim 11 wherein transforming a network account and its mobile wireless device configuration comprises:

receiving a command to transform a network account and mobile wireless device configuration; and

adding transformation information concerning a network account and mobile wireless device configuration to a history of netstates and devstates of the mobile wireless devices in the cohort.

14. The non-transitory storage medium of claim 11 wherein transforming a network account and its mobile wireless device configuration comprises:

adjusting server-side network account setting to new netstate.

15. The non-transitory storage medium of claim 11 wherein transforming a network account and its mobile wireless device configuration comprises:

transmitting a prompt to amend settings of the mobile wireless device.

16. The non-transitory storage medium of claim 11 wherein transforming a network account and its mobile wireless device configuration comprises:

reiterating performance measurements.

17. The non-transitory storage medium of claim 11 wherein transforming a network account and its mobile wireless device configuration comprises:

reverting settings by accessing a stored prior state of the mobile wireless device.

18. The non-transitory storage medium of claim 11 wherein the processes further comprise:

generating and transmitting a service ticket number that corresponds to the request received from the wireless mobile device; and

receiving either a command to continue the service ticket, or a command to discard the service ticket.

19. The non-transitory storage medium of claim 11 wherein a new cohort is selected each time that a request is received from a mobile wireless device.

20. A server, comprising:

one or more hardware processors; and

the non-transitory storage medium of claim 11.