Centralized rules repository for smart phone customer care
First Claim
1. A telecommunications network for providing mobile device diagnostic services, comprising:
- a respective local rules repository associated with one or more wireless operators providing wireless service, wherein each respective rules repository is configured to store a respective set of local rules;
a centralized rules repository in communication with each of the respective local rules repositories to, thereby, bi-directionally exchange one or more rules, said centralized rules repository configured to store a set of centralized rules; and
a respective computer-implemented customer service application associated with the one or more wireless operators and in communication with the respective local rules repository of the associated wireless operator, said customer service application configured to access the respective local rules repository to provide mobile device diagnostic services.
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Accused Products
Abstract
A telecommunications network includes a plurality of operators, each performing customer service activities. Each operator uses an analytics engine to apply troubleshooting rules to help diagnose customer problems. In addition to a local rules repository at each of the different operators, a centralized rules repository is used to collect domain knowledge of the different operators. Additionally, rules generated by software vendors and device manufacturers are also included in the centralized rules repository. By accessing this centralized rules repository, the local rules repositories can be updated with rules from these other sources, thereby increasing the rules available for each individual operator.
1195 Citations
29 Claims
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1. A telecommunications network for providing mobile device diagnostic services, comprising:
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a respective local rules repository associated with one or more wireless operators providing wireless service, wherein each respective rules repository is configured to store a respective set of local rules; a centralized rules repository in communication with each of the respective local rules repositories to, thereby, bi-directionally exchange one or more rules, said centralized rules repository configured to store a set of centralized rules; and a respective computer-implemented customer service application associated with the one or more wireless operators and in communication with the respective local rules repository of the associated wireless operator, said customer service application configured to access the respective local rules repository to provide mobile device diagnostic services. - View Dependent Claims (2, 3, 4, 5)
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6. A centralized rules repository in a telecommunications network for providing mobile device diagnostic services, the repository comprising:
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a computer-implemented storage configured to store a first set of rules and distribute a second set of rules; and a respective first communications link with each of one or more wireless operators, wherein each respective first communications link is configured to receive first incoming rules from a particular wireless operator and to transmit outgoing rules to that particular wireless operator. - View Dependent Claims (7, 8, 9, 10)
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11. A method for providing customer service diagnostics in a wireless telecommunications network, the method comprising the steps of:
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storing at a central rules repository a set of rules; distributing a respective subset of the set of rules to each of a plurality of wireless operators; receiving incoming rules from a particular wireless operator; and transmitting outgoing rules to the particular wireless operator. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A customer service system of a wireless operator for providing mobile device diagnostic services, comprising:
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an analytics engine configured to diagnose a mobile device based on a plurality of rules; a computer-implemented local rules repository in communication with the analytics engine and configured to store the plurality of rules; and a communications link between the local rules repository and a centralized rules repository, wherein the centralized rules repository includes computer-implemented storage to store additional rules, and wherein the communications link is to receive incoming rules from the local rules repository and to transmit outgoing rules to the local rules repository. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25)
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26. A centralized rules repository used by a plurality of service providers to provide customer support, comprising:
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a computer-implemented storage configured to store a first set of rules and distribute a second set of rules; and a respective communications link with each of the plurality of service providers, wherein each respective communications link is configured to receive incoming rules from a local rules repository of a particular service provider and to transmit outgoing rules to the local rules repository of that particular service provider. - View Dependent Claims (27, 28, 29)
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Specification