Mobile care engine system
View Patent ↗A mobile care engine system is provided for delivering customer care to mobile devices, comprising. The mobile care engine system compares profile data from a mobile device with reference data and highlights any inconsistencies between the data, so that the device can be optimized. The inconsistencies are preferably determined using rule-based processing, and are automatically highlighted on the device display itself, or on a display of a customer service representative interface. Optionally, the system allows for corrective patches or settings to be sent to the device.
1. A mobile care engine system for providing customer care to mobile devices, comprising:
a first data store containing profile data from a mobile device;
a second data store containing reference value data for the mobile device;
an analytics engine in communication with the customer care application and the first and second data stores, comprising:
a comparing means for comparing profile data for the mobile device with reference value data for the mobile device; and
an identifying means for identifying inconsistencies between the profile data and the reference value data;
a graphical user interface GUI of a Customer Service Representative CSR, the GUI presenting the inconsistencies as highlighted items on a display so the CSR can accurately identify the inconsistencies for a subscriber of the mobile device, wherein the inconsistencies are highlighted on the display by indicating at least one of (i) correct information according to the reference value data; and (ii) a corrective action that can be initiated through the customer care application, wherein the inconsistencies are also provided to a display on the mobile device.
2. The mobile care engine system of claim 1 , wherein the mobile care engine system further comprises means for activating the reference value data in the mobile device to rectify the inconsistency identified.
3. The mobile care engine system of claim 2 , wherein the reference value data is locally activated in the mobile device.
4. The mobile care engine system of claim 2 , wherein the reference value data is remotely activated in the mobile device.
5. The mobile care engine system of claim 1 , wherein the profile data comprises configuration settings, resident applications and version numbers, make and model of the mobile device, total and available memory, total and available storage, battery life, connection strength, connection settings, user requests, usage statistics, soft reset count, recently used applications, memory heap.
6. The mobile care engine system of claim 1 , wherein the reference value data comprises optimized values of configuration settings, resident applications and version numbers, make and model of the mobile device, total and available memory, total and available storage, battery life, connection strength, connection settings, user requests, usage statistics, soft reset count, recently used applications, memory heap.
7. The mobile care engine system of claim 1 , wherein the inconsistencies are automatically analyzed and presented to the CSR to reduce manual effort to determine the inconsistencies.
8. The mobile care engine system of claim 1 , wherein the analytics engine uses a rule set.
9. The mobile care engine system of claim 8 , wherein the rule set comprises rules that are to be processed in a preselected order.
10. The mobile care engine system of claim 8 , wherein each rule has an “IF . . . THEN” syntax.
11. The mobile care engine system of claim 10 , wherein the “IF” portion of each rule comprises a comparison between a profile data field and a reference value field for a particular mobile device.
12. The mobile care engine system of claim 10 , wherein the “THEN” portion of each rule passes an inconsistency value to the identifying means if an inconsistency is determined in the “IF” portion.
13. The mobile care engine system of claim 8 , wherein the mobile care engine further comprises a rules authoring interface for authoring and editing the rule set.
14. The mobile care engine system of claim 1 , wherein the mobile device comprises a smartphone.
15. The mobile care engine system of claim 1 , wherein the mobile device comprises a personal data assistant.
16. The mobile care engine system of claim 1 , wherein the mobile device comprises a wireless-networked computer.
17. The mobile care engine system of claim 16 , wherein the computer is embedded within an appliance.
18. A method, comprising:
collecting configuration settings from a mobile phone;
retrieving a set of latest configuration settings from a database;
comparing at a server the configuration settings of the mobile phone to the latest configuration settings;
determining at the server inconsistencies between the configuration settings of the mobile phone to the latest configuration settings; and
presenting the inconsistencies as highlighted items on a display to a Customer Service Representative CSR so the CSR can accurately determine the inconsistencies for a subscriber of the mobile phone, wherein the inconsistencies are also provided to a display on the mobile phone.
19. The method of claim 18 further comprising:
analyzing by the server the inconsistencies;
presenting analyzed data of the inconsistencies to the CSR who can explain to the subscriber the inconsistencies in the configuration settings of the mobile phone.