Intelligent customer service/call center services enhanced using real-time and historical mobile application and traffic-related statistics collected by a distributed caching system in a mobile network

• US 9,912,599 B2
• Filed: 10/31/2014
• Issued: 03/06/2018
• Est. Priority Date: 04/10/2012
• Status: Active Grant

• Current Assignee: Seven Networks LLC (SoftBank Group Corp.)
• Original Assignee: Seven Networks LLC (SoftBank Group Corp.)
• Inventors: Bott, Ross, Backholm, Ari, Luna, Michael
• Primary Examiner(s): Fan, Hua
• Application Number:
  US14/529,527
• Publication Number:
  US 20150052260A1
• Time in Patent Office: 1,222 Days
• 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 method of providing information from a server to a mobile device service provider, the method comprising:

collecting, at the server, data in conjunction with management and optimization of traffic over one or more mobile networks to or from a plurality of mobile devices, wherein the management and optimization of traffic to or from each mobile device is performed by a service provider and a client-side proxy on each of the mobile devices and is based upon analysis of at least one of;

mobile device application behavior, mobile device user behavior, and mobile network conditions;

detecting, at the server, a customer service request sent to the service provider from a respective mobile device;

identifying a nature of the customer service request from the detected customer service request based on the collected data;

transmitting at least some of the collected data pertaining to use of the plurality of mobile devices to the service provider, wherein the transmitted collected data is used by the service provider when responding to the customer service request;

receiving a first request for information from the service provider for monitoring a given mobile network, wherein the at least some of the collected data is responsive to the first request; and

aggregating from the plurality of mobile devices further data pertaining to use of the plurality of mobile devices,

wherein the aggregated data comprises battery consumption data for the plurality of mobile devices.

2. The method of claim 1, further comprising receiving a second request for information from the service provider for servicing a customer service request, wherein the at least some of the collected data is responsive to the second request.

3. The method of claim 1, wherein the transmission of the at least some of the collected data to the service provider is initiated by the server periodically.

4. The method of claim 1, wherein the collected data includes data from a period of at least a year.

5. The method of claim 1, wherein the collected data comprises a number of users of the plurality of mobile devices.

6. The method of claim 1, wherein the collected data comprises optimization efficiency data of the multiple mobile devices based upon the management optimization of traffic to or from the plurality of mobile devices.

7. The method of claim 1, wherein the collected data comprises an amount of data traffic sent to or from the plurality of mobile devices.

8. The method of claim 1, wherein the collected data comprises at least one of, applications accessed or used on the plurality of mobile devices or types of the plurality of mobile devices accessing the one or more mobile networks.

9. The method of claim 1, further comprising generating by the server one or more trend charts or cumulative area charts of at least a subset of the collected data;

and providing the one or more trend charts or cumulative area charts to the service provider.

10. The method of claim 1, further comprising generating one or more ranking reports of top ranked mobile devices based on at least a subset of the collected data;

and providing the one or more ranking reports to the service provider.

11. The method of claim 1, further comprising advanced rankings reports from the collected 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.

12. The method of claim 1, further comprising using big data technologies for extracting useful information from the collected data and performing trending of historical records.

13. The method of claim 1, further comprising performing a custom analysis of the collected 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 results of the custom analysis to the service provider.