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

• US 20130267209A1
• Filed: 04/10/2013
• Published: 10/10/2013
• Est. Priority Date: 04/10/2012
• Status: Active Application

• Current Assignee: Seven Networks LLC (SoftBank Group Corp.)
• Original Assignee: Seven Networks Inc
• Inventors: Bott, Ross
• Granted Patent: US 10,263,899 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: H04L 43/045 for graphical visualisation of monitoring data
• CPC Class Codes: H04L 43/062 related to network traffic
• CPC Class Codes: H04L 43/067 using time frame reporting
• CPC Class Codes: H04L 43/0876 Network utilisation, e.g. volume of load or congestion level
• CPC Class Codes: H04L 47/2416 Real-time traffic
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

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.

Claims

1. A mobile device having thereon accessible mobile device applications that provides information to a mobile device customer service provider, the mobile device comprising:

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 in conjunction with management and optimization of traffic to or from the mobile device;

transmit via the radio at least some of the data pertaining to use of the mobile device to the service provider.

2. The mobile device of claim 1, wherein the processor is further caused to identify a customer service request sent by a user from the mobile device;

and identify a nature of the customer service request, wherein the data is relevant to the identified nature.

3. The mobile device of claim 1, wherein the data includes a first amount of data traffic sent to or from the mobile device.

4. The mobile device of claim 1, wherein the data includes optimization efficiency data of the mobile device based upon the management and optimization of traffic to or from the mobile device.

5. The mobile device of claim 1, wherein the data includes signaling connections made by the mobile device and a second amount of time the mobile device is connected to a mobile network.

6. The mobile device of claim 1, wherein the data includes a third amount of battery consumption data for the mobile device.

7. The mobile device of claim 1, wherein the processor is further caused to analyze the data and generate one or more reports based on the data;

and to transmit one or more reports to the service provider.

8. A machine readable medium storing instructions which when executed by a machine, cause the machine to:

collect data in conjunction with management and optimization of traffic to or from the plurality of mobile devices over a given mobile network over a period of time;

transmit at least some of the data to a service provider of one of a plurality of mobile networks accessed by the plurality of mobile devices.

9. The machine readable medium of claim 8, wherein the machine is further caused to:

generate one or more reports from the data, wherein the data includes mobile device application data and mobile device type data; and

transmit at least some of the one or more reports to the service provider.

10. The machine readable medium of claim 9, wherein the transmission of the at least some of the data and the at least some of the one or more reports is sent periodically.

11. The machine readable medium of claim 9, wherein the transmission of the at least some of the data and the at least some of the one or more reports is sent upon request by the service provider.

12. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device applications that had a highest connection optimization and an efficiency achieved for each of a number of mobile device applications over a period of time.

13. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device applications that had a largest number of users and a particular number of users of each of a number of mobile device applications over a period of time.

14. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device applications that had a highest data consumption and an amount of data consumed by each of a number of mobile device applications over a period of time.

15. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device applications that had the greatest amount of network connection time and an amount of network connection time associated with each of a number of mobile device applications over a period of time.

16. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device types that had a highest connection optimization and an efficiency achieved for each of a number of mobile device types over a period of time.

17. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device types that had a largest number of users and a particular number of users of each of a number of mobile device types over a period of time.

18. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device types that had a highest data consumption and an amount of data consumed by each of a number of mobile device types over a period of time.

19. The machine readable medium of claim 9, wherein the one or more reports includes a number of mobile device types that a highest battery power consumption rate and a battery consumption rate for each of a number of mobile device types over a period of time.

20. A system for providing information from a server to a mobile device customer service provider, the system comprising:

means for aggregating at the server data from multiple mobile devices operating across multiple mobile networks, wherein the data is collected in conjunction with management and optimization of traffic to or from the multiple mobile devices over a given mobile network over a period of time;

means for providing by the server at least some of the data to the customer service provider.

21. The system of claim 20, wherein the aggregated data includes a number of users of the multiple mobile devices.

22. The system of claim 20, wherein the aggregated data includes optimization efficiency data of the multiple mobile devices running a traffic management optimization program.

23. The system of claim 20, wherein the aggregated data includes an amount of data traffic sent to or from the multiple mobile devices.

24. The system of claim 20, wherein the aggregated data includes at least one of, applications accessed on the multiple mobile devices or types of the multiple mobile devices accessing the multiple mobile networks.

25. The system of claim 20, wherein the aggregated data includes battery consumption data for the multiple mobile devices accessing the multiple mobile networks.

26. The system of claim 20, further comprising means for tracking data in conjunction with management and optimization of traffic to or from the multiple mobile devices over a given mobile network over a period of time.

27. The system of claim 26, further comprising means for generating one or more trend charts and ranking reports based on at least a subset of the aggregated data and tracked data.

28. The system of claim 26, further comprising using big data technologies for extracting useful information from the aggregated data and tracked data and performing trending of historical records.

29. The system of claim 26, further comprising advanced trend reports from the aggregated data and tracked data, wherein the advanced trend reports include at least one of multiple trend efficiency reports, multiple trend data reports, multiple trend battery and signaling reports, and multiple trend user reports;

and transmitting at least a subset of the advanced trend reports to the service provider.

30. The system of claim 26, further comprising advanced rankings reports from the aggregated data and tracked data, wherein the advanced rankings reports include at least one of:

top bearers reports, top hosts reports, and top protocol reports; and

transmitting at least a subset of the advanced rankings reports to the service provider.

31. A method of providing mobile device application information for a plurality of mobile device across a plurality of mobile networks, the method comprising:

collecting mobile device application data and mobile device type data in conjunction with management and optimization of traffic to or from the plurality of mobile devices over a given mobile network over a period of time;

generating one or more reports from the mobile device application data and the mobile device type data;

transmitting at least a subset of the one or more reports to a service provider of one of the plurality of mobile networks.

32. The method of claim 31, wherein the service provider uses the at least a subset of one or more reports responsive to a mobile device user'"'"'s customer service request.

33. The method of claim 31, wherein the service provider uses the at least a subset of one or more reports for monitoring the one of the plurality of mobile networks.

34. The method of claim 31, wherein the transmission of the at least a subset of one or more reports is responsive to a query from the service provider.

35. The method of claim 31, further comprising generating trend charts from the mobile device application data and mobile device type data;

and transmitting at least some of the trend charts to the service provider.

36. The method of claim 31, further comprising generating cumulative area charts from the mobile device application data and mobile device type data;

and transmitting at least some of the cumulative area charts to the service provider.

37. The method of claim 31, wherein the one or more reports include at least one of advanced trend reports or advanced ranking reports from the mobile device application data and mobile device type data, wherein the advanced trend reports include at least one of multiple trend efficiency reports, multiple trend data reports, multiple trend battery and signaling reports, and multiple trend user reports;

wherein the advanced rankings reports include at least one of;

top bearers reports, top hosts reports, and top protocol reports; and

transmitting at least some of the one or more reports to the service provider.

38. The method of claim 31, further comprising performing custom analyses of the mobile application data and mobile device type data, wherein the custom analyses can include at least one of:

trending across single or multiple dimensions simultaneously;

time-of-day, day-of-the-week analyses with trending over time;

time-series analyses;

predictive analyses;

alerts for crossing trend lines and changing trends; and

data feed customer relationship management, network operations, or policy management in real-time, on an hourly, daily, weekly or monthly basis; and

transmitting at least some of the custom analyses to the service provider.

39. A method of providing information pertaining to network impact of traffic management and optimization to or from one or more mobile devices over a mobile network, the method comprising:

obtaining data in conjunction with management and optimization of traffic to or from one or more mobile devices, wherein the data includes pre-optimization data and post-optimization data;

generating one or more reports from the obtained data, wherein the one or more reports include a comparison of pre-optimization data and post-optimization data;

providing access to the one or more reports to a service provider of the mobile network.

40. The method of claim 39, wherein the one or more reports includes a comparison over a period of time of a total amount of traffic sent to or from the one or mobile devices over the mobile network and a saved total amount of traffic not sent to or from the one or mobile devices as a result of managing and optimizing traffic to or from the one or more mobile devices.

41. The method of claim 39, wherein the one or more reports includes a comparison over a period of time of a number of actual connections made between the one or mobile devices and the mobile network and a saved number of connections not needed between the one or mobile devices and the mobile network as a result of managing and optimizing traffic to or from the one or more mobile devices.

42. The method of claim 39, wherein the one or more reports includes a comparison over a period of time of an actual time the one or mobile devices are connected to the mobile network and a saved amount of time that the one or mobile devices does not need to be connected to the mobile network as a result of managing and optimizing traffic to or from the one or more mobile devices.