Device Profile-Based Rule Making for Customer Care
A method is provided for delivering customer care to a user of a mobile device. A first device profile of the mobile device is collected. Based on aspects of this first device profile displayed on a customer care interface, and a problem report, a fix is provided to the mobile device with respect to the problem report. After the fix, a second device profile is collected. The system determines at least one difference between the first device profile and the second device profile. This difference is used to automatically generate a proto-rule for future fixes based on the problem report. In this way, automatic rule-making is possible. An editor is also provided so that the proto-rule can be edited.
1 . A computer-implemented method of providing customer care to a user of a mobile device, comprising:
collecting at a computing device a first device profile of the mobile device;
receiving from the mobile device in communication with the computing device a problem report;
based on aspects of the first device profile displayed on a customer care interface on the computing device, providing a fix to the mobile device with respect to the problem report;
collecting at the computing device a second device profile of the mobile device;
determining using the computing device at least one difference between the first device profile and the second device profile;
automatically generating using the computing device a proto-rule for future fixes based on the problem report and the at least one difference; and
providing an editor at the computing device for editing the proto-rule.
2 . The method of claim 1 , further comprising seeking feedback from the user to determine if the fix addressed the problem report, and generating the proto-rule only if the feedback is positive.
3 . The method of claim 2 , wherein if the feedback is negative, attempting another fix of the mobile device.
4 . The method of claim 1 , wherein differences between the first device profile and the second device profile are displayed on the customer care interface.
5 . The method of claim 1 , wherein the proto-rule has an “IF . . . THEN” syntax.
6 . The method of claim 5 , wherein the “IF” portion of the proto-rule is based on the problem report and at least one aspect of the first device profile.
7 . The method of claim 6 , wherein the “THEN” portion of the proto-rule is based on the at least one difference.
8 . The method of claim 1 , wherein the first device profile is collected when a customer care session is initiated by the user.
9 . The method of claim 1 , wherein the first device profile is collected automatically at a predetermined time.
10 . The method of claim 1 , wherein the problem report is a request for device improvement or performance enhancement.
11 . The method of claim 1 , wherein the problem report is automatically triggered or generated on the mobile device.
12 . The method of claim 1 , wherein the fix comprises changing a setting or value in the device profile.
13 . The method of claim 1 , wherein the fix comprises providing the mobile device with access to at least one updated software module.
14 . The method of claim 1 , wherein the fix is implemented automatically following analysis of the first device profile.
15 . The method of claim 1 , wherein the fix is selectable from among a set of potential fixes displayed on the customer care interface.
16 . The method of claim 1 , further comprising identifying potential fixes with respect to the problem report by automated analysis having regard to a rule set.
17 . The method of claim 16 , wherein an edited proto-rule can be implemented such that the rule becomes part of the rule set used to identify potential fixes.
18 . The method of claim 1 , further comprising making the proto-rule available for editing by users distributed across a communications network.