Mobile care engine system
Contents
1. 0034 The reference value data preferably comprises optimized values of any of the following 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 0035 The display may comprise a customer service representative graphical user interface or it may comprise a display on the mobile device itself 0036 Preferably the analytics engine uses a rule set to perform the comparing identifying and highlighting func tions The rule set preferably comprises rules that are to be processed in a preselected order The rules preferably use an IF THEN syntax in which 0037 the IF portion of each rule comprises a comparison between a profile data field and a refer ence value field for a particular mobile device and 0038 the THEN portion of each rule passes an inconsistency value to the identifying means if an inconsistency is determined in the IF portion 0039 In order to allow authoring and editing the rule set the mobile care engine system preferably further comprises a rules authoring interface US 2005 0149368 Al 0040 Although a smartphone is used as the preferred embodiment in the present application other types of mobile devices can also be used2. 0146 ODBC Open Database Connectivity a standard database access method 0147 JDBC Java Database Connectivity 0148 0149 MCF Mobile Care Framework 0150 MCE Mobile Care Engine What is claimed is 1 A mobile care engine system for providing customer care to mobile devices comprising Invention Specific Acronyms a customer care application including a display a first data store containing profile data from at least one mobile device a second data store containing reference value data for the at least one 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 at least one mobile device with reference value data for the at least one mobile device an identifying means for identifying inconsistencies between the profile data and the reference value data and a highlighting means for highlighting for each said inconsistency identified the reference value data that should be activated in the mobile device wherein the inconsistency is highlighted on the display 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 dev
3. 455 423 57 ABSTRACT 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 inconsisten cies 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 Zs 400 Admin Console Preferences Help Logout Last Proftle Date Thu October 30 12 37 54 EST 2003 weber 402 mrafass data a User Manual Device Settings a 404 Type mobiledx com Email Address demo1G mobilede cam Full Name HDI Demo3 incoming Malt Port 1220 Tacoming Mail Servar reall mobditeda com Outgoing Mall Authentication password Cutgaing Mail Password smypass Outgoing Mall Port Gutgoing Mall Server Outgoing Malt Use S Outgoing Mali Usename Password Server Type Usetname demo3 mypass ipop demo3 Patent Application Publication Jul 7 2005 Sheet 1 of 4 US 2005 0149368 A1 100 Mobile Care Engine Mobile Care Data Store Rules Repository 102 1 Rule Analytics Device Profile Data Store i ior Mobile Care Engine APIs 108 li 109 Figure 1 I Rules Aut
4. Rules Compiler 307 in the Rule Server 301 is invoked whenever a new rule is received from the Rules Repository 308 or a rule is updated It parses the received rule and creates an internal tree representation of the XML elements and values It also optimizes the internal represen tation of rule sets so that they can be processed more efficiently It then forwards this data structure to the Rule Manager 305 0117 Timer 304 0118 When a scheduled date and time is reached or a specified period or interval has elapsed the Timer 304 service notifies the Rule Manager 305 By using the times tamp of the rule documents in the repository 308 the Rule Manager 305 detects changes to its rules in the Rule Reposi tory 308 0119 Rules Cache 302 0120 In order to enhance performance the most com monly used rules 303 are loaded in the cache 302 memory Since the rules 303 are running in memory any changes to rules 303 do not require system down time to upgrade the set of rules 303 0121 Rule Manager 305 0122 The Rule Manager 305 holds all current rules in their optimised internal representation A new version of an existing rule 303 replaces an older version when it is added to the Cache 302 The rule base name and version informa Jul 7 2005 tion are used in order to manage these rule updates Once customer data is gathered from a smartphone the Analytics Engine 306 can then access the rule sets 303 when they need to be pro
5. The Pattern Matcher 203 is a regular expression matcher Using the Pattern Matcher 203 all rules 204 are compared to facts 202 to decide which rules 204 should be activated 0087 Cache 202 0088 The Cache 202 contains the current state of fact 202 and the results of the current rules 204 in the agenda 205 0089 FIG 2 further illustrates the analytics process In the diagram in FIG 2 the Analytics Engine 201 takes a query as an input A query is a fact that contains some query variables which are replaced by objects in the answer of the query 0090 When the Analytics Engine 201 is invoked it retrieves an appropriate rule 204 set from the Rule Server and processes them in the correct order All the rules 204 are compared to Cache 202 using the Pattern Matcher 203 to decide which ones should be activated This unordered list of activated rules 204 is ordered to form the Agenda 205 the list of rules 204 whose right hand sides actions will be executed Once the Analytics Engine 201 decides what rule 204 to execute 206 it executes 206 that rule s 204 action part The Analytics Engine 201 preferably returns the result as an instance of ResultSet a structure very similar to the result set used in JDBC 0091 The method next and previous can be used to navigate through the result set not shown If the result set cursor is positioned on a valid position results can be fetched similar to fetching column values in
6. analytics engine in communication with the customer care application and the first and sec ond data stores comprising 0029 a comparing means for comparing profile data for the at least one mobile device with reference value data for the at least one mobile device 0030 an identifying means for identifying incon sistencies between the profile data and the refer ence value data and 0031 a highlighting means for highlighting for each said inconsistency identified the reference value data that should be activated in the mobile device wherein the inconsistency is highlighted on the display 0032 Preferably the mobile care engine system further comprises means for activating the reference value data in the mobile device to rectify the inconsistency identified The reference value data may be locally or remotely activated in the device That is the mobile device may be reconfigured or patched on site at a customer care center or device retailer or the device may be remotely reconfigured or patched using over the air transmission of information or files 0033 The profile data preferably comprises any of the following 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. data in the Mobile Care Data Store 105 0072 4 Rules and analytics are applied to this profile 0073 5 The inconsistencies in this profile are high lighted 0074 6 These inconsistencies are preferably pre sented to the CSR via the CSR GUI 109 0075 Analytics Engine 103 0076 The Analytics Engine 103 is a component of the Mobile Care Engine 101 that applies business intelligence and rules based scenario symptoms to identify common or known problems inconsistencies with a subscriber s smart phone 0077 The Analytics Engine 103 works in conjunction with the Smartphone Profiler and is an integral module of the present system 100 It can be used in conjunction with the Smartphone Profiler to present and identify current and required device information This method of analytics and presentation greatly simplifies the overall customer care process by automatically identifying inconsistencies in a smartphone subscriber s device settings 0078 Using a flexible rules based approach the Analyt ics Engine 103 can process device specific data and corre late device profile characteristics with known problems The Analytics Engine 103 preferably runs on its own process to connect to the main application server not shown The independent process enables the Analytics Engine 103 to be upgraded load balanced and failed over transparently and separately from the application engine The Analytics Engine 103 also preferably use
8. GUI 109 is a graphical user interface used by the Customer Service Representative for viewing and analysis of the smartphone s device profile data The CSR GUI 109 is preferably a web based XML driven dynamic system It displays the inconsistencies found by the Analytics Engine 103 highlighting the areas of incorrect information 0066 The screens preferably use JSPs Java Server Pages for layout and branding customizations The JSPs dynamically generate the screens and the relevant informa tion based on the access level of the Customer Service Representative The session management and transactional logic are preferably handled via the application server using EJB technologies Session Beans Entity Beans By using this method future branding and or text changes can be made without customizations to the application logic US 2005 0149368 Al 0067 The CSR GUI 109 presents the incorrect values as highlighted items thus allowing the CSR to quickly diagnose and resolve problems This automated process reduces the time spent manually collecting information and therefore reduces ACHT promoting to reduced customer care expenses 0068 A high level description of the process followed by the present system 100 is given below 0069 1 The smartphone setting profile is gathered from the device 0070 2 This profile is put in the Device Profile Data Store 106 0071 3 Using the rule set this profile is compared with the reference
9. US 20050149368A1 a Patent Application Publication co Pub No US 2005 0149368 A1 a United States Brunet et al 43 Pub Date Jul 7 2005 54 MOBILE CARE ENGINE SYSTEM 76 Inventors Jeffrey Brunet Toronto CA Ian Collins Markham CA Yousuf Chowdhary Maple CA Stephen Kim Thornhill CA Correspondence Address RENNER KENNER GREIVE BOBAK TAYLOR amp WEBER FIRST NATIONAL TOWER FOURTH FLOOR 106 S MAIN STREET AKRON OH 44308 US 21 Appl No 10 889 693 22 Filed Jul 12 2004 RO MOBILE DIAGNOSTIX Wishes Oahicas Core Acai zaun Customer Mobila Numbar 1 416 606 1516 one Seno Won secant 402 Address 250 West Beaver Creek Rd Suite 1 1 416 606 2516 Smartphone Profiter Tel 1 email f Profile History demo mobilediagnostix com Device wrc Gaer Configuration Tool F403 Device Infomation Provision Settings Personalization TSR Toolbox Compare Toal Update Manager OEM Infoj PW12081 Platform PocketPC IMEI 3513839389238588 Updates Software History AC Power Plugged in Battery Strength Signal Strength 57 0 SMS Service Center 17057965300 Voicemail Number 1 4168221123 Time Zone T S Eastern US E 5 Related U S Application Data 60 Provisional application No 60 534 426 filed on Jan 7 2004 Publication Classification 61 Int Cl H04Q 7 20 52 USE CL sciatic weenie 705 7
10. a JDBC query 0092 Each exception encountered when executing 206 a rule 204 leads to an exception thrown by the Analytics Engine 201 and the process is canceled 0093 Sample Rule 0094 Rule Deviceld 0095 Description If 0096 manufacturer equals 1 0097 AND 0098 model equals 2 US 2005 0149368 Al 0099 AND 0100 revision equals 3 0101 Then 0102 set device id to output 0103 The process flow of the Analytics Engine 201 is as outlined below 0104 1 The Analytics Engine 201 parses the rule set 204 from the rule repository 0105 2 A client issues a query to the Analytics Engine 201 The query contains variables 0106 3 The Analytics Engine 201 takes the query 0107 4 The Cache 202 contains all the pieces of information the Analytics Engine 201 is working with 0108 5 The Pattern Matcher 203 applies all the con ditions in the rule 204 to the facts in the Cache 202 0109 6 The Analytics Engine 201 decides what rule 204 to execute 206 according to the Agenda 205 0110 7 The Analytics Engine 201 executes 206 the action part of that rule 204 0111 8 The Analytics Engine 201 returns the result 0112 The diagram in FIG 3 illustrates the sub compo nents of the Rule Server 301 0113 Rule Server 301 0114 The Rule Server 301 accesses the Rules Repository 308 and loads the correct rules set into the Rules Cache 302 at start up 0115 Rule Compiler 307 0116 The
11. agnose and resolve problems The level of expertise required by the CSR to understand numerous smartphones and to search for up to date configuration data leads to increased costs in training call durations and the overall operational costs 0009 With the emergence of smartphones and wireless PDAs and their ability to download and install applications the wireless industry is poised to see explosive growth in application usage by subscribers Mobile operator customer care centers are focused on solutions for closed voice centric mobile phones This infrastructure is not suited to efficiently solve the intelligent mobile data device and application problems described above The proliferation of next generation smartphones and the complexity of issues and problem solving needed requires a customer care appli cation specifically tailored to meet these emerging business needs SUMMARY OF THE INVENTION 0010 Mobile Diagnostix Inc MDI is the owner of U S Patent Application Ser No 60 461 886 Mobile Care Framework filed Apr 11 2003 the disclosure of which is incorporated herein by reference The present invention which builds on the Mobile Care Framework leverages the power of next generation devices and wireless packet data networks to accurately analyze and diagnose issues with subscriber s smartphone configuration and application set tings 0011 It is an object of the present invention to provide a rules based
12. cessed 0123 A sample CSR GUI 400 is shown in FIG 4 In the sample the Outgoing Mail Server 405 highlighted indi cating an inconsistency and also displaying the correct value 0124 The CSR GUI 400 also shows entire profile of device gathered as description in applicants previous appli cation for the Mobile Care Framework filed Apr 11 2003 the disclosure of which is incorporated herein by reference The profile displayed includes customer contact details 401 device type 402 device information 403 and settings 404 0125 The foregoing is considered as illustrative only of the principles of the invention Further since numerous modifications and changes will readily occur to those skilled in the art it is not desired to limit the invention to the exact processes components and applications shown and described and accordingly all suitable modifications and equivalents may be resorted to falling within the scope of the invention and the appended claims and their equivalents For instance the smartphone could in fact comprise a PDA or advanced PDA a mobile terminal a camera a toy a gaming station a vending machine a vehicle an appliance such as a microwave oven or a coffee maker or practically any kind of device capable of using data transmission means for communication 0126 Glossary of Acronyms 0127 0128 ESN Electronic Serial Number It is a 32 bit identifier of a mobile device and us
13. e 101 consists of a Rule Server 102 and Analytics Engine 103 0049 Rules Repository 104 0050 The Rules Repository 104 contains the domain knowledge coded in the form of rules Generally the rules are written in a high level business language that relates to the domain storing the rules in the repository 104 Both the Mobile Care Engine 101 and the Rules Authoring Interface 108 employ the Rules Repository 104 0051 Data Stores 105 106 0052 Data Stores 105 106 include one or more data bases used to 0053 store the Reference Values i e actual required values for different fields e g SMIP Server Gateway IP addresses User name Pass words etc and 0054 gather classify and store device profile data that has been collected from various devices over a period of time Jul 7 2005 0055 Preferably the system 100 includes two data stores 0056 1 A Mobile Care Data Store 105 to store device Reference Values as they should be and 0057 2 A Device Profile Data Store 106 to store device profiles as Gathered Values gathered from individual devices 106 0058 Preferably the Data Stores 105 106 are hosted by a JDBC compliant database system Connection from the application server not shown is preferably handled by a connection pool not shown where a set number of con nections are established by the application server and dis tributed to threads requiring a database connection Co
14. ed in TDMA CDMA or an AMPS networks 0129 IMEI International Mobile Equipment Identity It is a 56 bit identifier used in the GSM networks 0130 OSS Operational Support Systems 0131 BSS Business Support Systems 0132 OTA Over the Air is a standard for the transmis sion and reception of application related information in a wireless communications system In addition to short messages and small graphics such files can contain instructions for subscription activation banking trans actions ringtones and Wireless Access Protocol WAP Settings 0133 WAP Wireless Application Protocol 0134 GSM Global System for Mobile Communica tions 0135 GPRS General Packet Radio Service A GSM based packet data protocol using up to all 8 of the time slots in a GSM Channel 0136 SMS Short Message Service 0137 CDMA Code Division Multiple Access 0138 1XRTT CDMA2000 Radio Transmission Tech nology 1X RTT a wide band spread spectrum radio interface that uses Code Division Multiple Access Industry Specific Acronyms US 2005 0149368 Al CDMA technology to meet the needs for third gen eration 3G wireless communications systems 0139 ACHT Average Call Handling Time 0140 MIDP Mobile Information Device Profile 0141 BREW Binary Runtime Environment for Wire less 0142 CSR Customer Service Representative 0143 GUI Graphical User Interface 0144 XML Extensible Markup Language 0145 JSP Java Server Pages
15. horing Interface Patent Application Publication Jul 7 2005 Sheet 2 of 4 US 2005 0149368 A1 200 Analytics Engine 204 rule rt fact f1 rule r2 fact f2 rule r3 fact f3 Pattern Matcher Cache Rules 1 f2 ri f2 f3 r2 Agenda f1 2 ri Execution Figure 2 Patent Application Publication Jul 7 2005 Sheet 3 of 4 US 2005 0149368 A1 300 Rule Server 2306 Analytics Engine Rules Repository Rule Manager 307 Figure 3 Patent Application Publication Jul 7 2005 Sheet 4 of 4 MOBILE DIAGNOSTIX Whedon Catocar Cam Aate mion Smartphone Profiter Customer Profile Profile History Configuration Too Provision Settings Personalization CSA Toolbox Compare Tool Update Manager Updates Software History tet 2 2 905 326 9110 email demo mobilediagnastix com Device HTC Gilder Device Infomation x 403 Customer Mobile Number t 416 606 1516 Dare pane on Ament Address 250 West Beaver Creek Rd Suite 1 Te fet 416 606 1516 Span Seng SMS Service Center 17087969300 Voicemail Number se Power Battery Strength 100 T S Eastern us Time Zone T S Eastern US Figure 4 US 2005 0149368 A1 400 Admin Consote Preferences t Help Logout tasi Profile Date Thu October 30 12 37 51 EST 2003 402 mreiage data gence Upaate Profile Use Manual Device Settings Pa 404 mobiled
16. ice Jul 7 2005 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 appli cations and version numbers make and model of the mobile device total and available memory total and available storage battery life connection strength connection set tings 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 configu ration 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 display comprises a customer service representative graphi cal user interface 8 The mobile care engine system of claim 1 wherein the display comprises a display on the mobile device 9 The mobile care engine system of claim 1 wherein the analytics engine uses a rule set 10 The mobile care engine system of claim 9 wherein the rule set comprises rules that are to be processed in a preselected order 11 The mobile care engine system of cla
17. ifying the support experience for subscribers and support technicians alike 0023 The present invention preferably employs a rules based engine to review the configuration data collected by a Smartphone Profiler such as the Smartphone Profiler described in U S Provisional Patent Application Ser No 60 525 794 filed Dec 1 2003 the disclosure of which is incorporated herein by reference to identify inconsistencies in the configuration settings or highlight known bugs fixes with various smartphone settings or downloaded applica tions services These inconsistencies or known limitations bugs are presented to the CSR for diagnostics and further troubleshooting The present invention provides a solution focused primarily on the mobile market applying an under standing of the mobile service provider s business pro cesses The invention seeks to employ intelligent rules matching processes to simplify customer care of mobile devices and decrease customer care costs 0024 According to a first aspect of the invention a mobile care engine system is provided for providing cus tomer care to mobile devices such as smartphones The mobile care engine system comprises 0025 play a customer care application including a dis Jul 7 2005 0026 a first data store containing profile data from at least one mobile device 0027 a second data store containing reference value data for the at least one mobile device 0028 an
18. im 9 wherein each rule has an IF THEN syntax 12 The mobile care engine system of claim 11 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 13 The mobile care engine system of claim 11 wherein the THEN portion of each rule passes an inconsistency value to the identifying means if an inconsistency is deter mined in the IF portion 14 The mobile care engine system of claim 9 wherein the mobile care engine further comprises a rules authoring interface for authoring and editing the rule set 15 The mobile care engine system of claim 1 wherein the mobile device comprises a smartphone 16 The mobile care engine system of claim 1 wherein the mobile device comprises a personal data assistant 17 The mobile care engine system of claim 1 wherein the mobile device comprises a wireless networked computer 18 The mobile care engine system of claim 17 wherein the computer is embedded within an appliance
19. k for analyzing downloaded device specific profile data and identifying known problems or incorrect device settings 0014 Analyzing the downloaded device profile data from wireless devices and presenting the inaccuracies as high lighted items to the CSR will result in faster more efficient and more accurate customer support for the rapid resolution of problems Benefits of this method include 0015 Reduced overall resolution times 0016 Reduced Average Call Handling Times ACHT 0017 Reduced number of call escalations 0018 Superior method of diagnosis through auto matically applying rules based scenarios to identify inconsistencies in current configuration settings 0019 Reduction in human error 0020 Increased customer satisfaction 0021 The present invention the overall system of which can be understood as a Mobile Care Engine System preferably works in conjunction with a resident database of reference values which may be frequently updated by the service provider and peer development community with device configuration settings known bugs problems and upgraded software hardware information 0022 The present invention alleviates the difficulties faced both by end users and CSRs who must wade through highly technical web sites complex documentation or long and cryptic question and answer sessions to get the information they need The present invention aims to streamline this process simpl
20. nnec tion from the Mobile Care Engine 101 is preferably handled by a dedicated connection for each analytics engine 103 process 0059 Once device data is collected 106 the Analytics Engine 103 compares the data against the Reference Val ues 105 for validation purposes and highlights the incon sistencies in the profile For example if the firmware version collected from the subscriber s device is v1 0 and the Analytics Engine 103 identifies the latest version to be 1 1 it is highlighted in the CSR GUI 109 This leads to easier resolution of a customer s problem and the issue can further be resolved by uploading the latest version of the firmware to the subscriber s device 0060 Mobile Care Engine APIs 107 0061 The Mobile Care Engine MCE APIs 107 expose the mobile care engine 101 for connecting with external components As shown in FIG 1 the Mobile Care Engine 101 exposes an API for connectivity with any external applications either synchronously preferably using Remote Method Invocation RMI or asynchronously preferably using Java Message Service JMS As an example both the Rules Authoring Interface 108 and the CSR GUI 109 use the MCE APIs 107 for interaction with the internal components 0062 Rules Authoring Interface 108 0063 The Rules Authoring Interface 108 is the mecha nism of creating deleting and modifying rules that are stored in the Rules Repository 104 0064 CSR GUI 109 0065 The CSR
21. of technological change has become apparent in the mobile industry Mobile data networks have been deployed around the world These networks provide fast reliable packet data to subscriber s mobile devices At the same time intelligent mobile devices smartphones have emerged as capable computing platforms with considerable processing power onboard storage and memory 0005 Smartphones are devices running feature rich oper ating systems such as Symbian PalmOS Microsoft WinCE BREW Binary Runtime Environment for Wireless and Java MIDP compliant devices Due to the complex nature and multitude of new features these smartphones are diffi cult to configure compounded with limited keyboards entering information such as personal details and configu ration settings is not only difficult but also highly prone to human errors A combination of complex features and asso ciated configuration requirements provides the opportunity to exponentially improve upon the customer support solu tions for wireless network operators Intelligent client based OSS systems have now become possible 0006 With the wide availability of downloadable ser vices and applications available for smartphone users and the increasing costs of customer care ensuring efficient and less cumbersome support when problems arise is an increas ing necessity In contrast to traditional customer service applications that are available in contact centers or cus tomer ca
22. re centers today CSRs Customer Service Repre sentatives must undertake the extensive and time consum ing task of asking customers complex questions pertaining to their wireless devices for problem diagnosis This requires CSRs to be experts on smartphones and their applications and also requires customers to spend increased time on the telephone to receive support for their applications The result is increased support costs increased call handling times complex diagnostic processes and overall frustration 0007 The current method of gathering and obtaining smartphone information required for diagnostics is manual Jul 7 2005 and therefore complex time consuming and prone to human errors This problematic approach is an ineffective method of just in time customer support and does not guarantee effective problem resolution These current customer sup port methods leave both the subscribers and customer sup port staff frustrated In addition obtaining diagnostic infor mation requires a specialized support staff and contact centers must therefore hire and train specialized staff for specific tasks For the service provider this means increased hiring and operational costs 0008 The customer support process is increasing in complexity Once device specific profiles have been obtained from subscriber devices then must begin the arduous task of identifying inconsistencies in the subscrib er s configuration data in order to di
23. s its own rule compiler to allow for complex rules and filters 0079 The Analytics Engine 103 compares the latest information pertaining to data applications 105 for example latest version numbers device configuration set tings and other configuration data required for operation of data services with the ones gathered from the device 106 The inconsistencies are then highlighted and presented in the CSR GUI 109 Alternatively or in addition the inconsis tencies may be highlighted on a display on the device itself or otherwise presented or communicated to the subscriber for instance using a web application phone or interactive voice response IVR system The transaction may be CSR assisted or by selfcare Jul 7 2005 0080 As shown in FIG 2 the Analytics Engine 201 preferably consists of the following sub components 0081 Execution Context 206 0082 The Execution Context 206 represents the runtime environment for the Analytics Engine s 201 execution During the Analytics Engine s 201 execution cycle an Execution Context 206 would hold a physical grouping between a specific instance of the agenda 205 and the working memory More than one Execution Context 206 can simultaneously exist and share the same rules set 204 0083 Agenda 205 0084 The Agenda 205 tracks the prioritised rules 204 selected by the Analytics Engine 201 during the Pattern Matching 203 logic cycle 0085 Pattern Matcher 203 0086
24. software solution that analyzes and compares a subscriber s configuration settings against a set of refer ence or latest device specific configuration settings to opti mize execution of data services and applications The ana lyzed data is then presented to the CSR who can explain to the subscriber the inconsistencies in their smartphone con figuration settings As used herein the words subscriber user and customer are intended to have the same mean ing which is the individual who owns or uses a mobile device such as a smartphone and who subscribes to a mobile service Given the number of smartphones available in the market and the varying degrees of next generation services our invention provides an automated method of analyzing matching and presenting device inconsistencies to the CSR This automatic analysis and comparison of data reduces the manual effort in performing lengthy comparison and reduces support times and overall costs 0012 It is a further object of the present invention to use data analysis to target the specific intricacies of smartphone customer care US 2005 0149368 Al 0013 It is a further object of the present invention to focus on the unique requirements of mobile service provid ers Using rich analytics processes targeted specifically to engage in complete customer lifecycle management for the wireless market the present invention is a key component of the Mobile Care Framewor
25. such as a personal data assistant PDA or any type of wireless networked computer includ ing a computer embedded in an appliance For instance the smartphone could in fact comprise a PDA or advanced PDA a mobile terminal a camera a toy a gaming station a vending machine a vehicle an appliance such as a microwave oven or a coffee maker or practically any kind of device capable of using data transmission means for communication BRIEF DESCRIPTION OF THE FIGURES 0041 The following diagrams are used to aid in describ ing our invention 0042 FIG 1 shows an overview of the architecture of the present system 100 0043 FIG 2 shows the Analytics Engine 201 in detail and its sub components 0044 FIG 3 shows the Rules Server 301 in detail and its sub components 0045 FIG 4 shows an example of the device specific data 400 presented to the CSR The inaccurate information is highlighted for faster problem turn around time DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT 0046 The diagram in FIG 1 shows the high level archi tecture overview of the present system 100 0047 Mobile Care Engine 101 0048 The system component referred to in this detailed description and the figures as the Mobile Care Engine 101 has the logic to apply rules from the Rules Repository 104 and compare device profile data with the reference values to identify inaccuracies and inconsistencies The Mobile Care Engin
26. x com Email Address demoISmodliedx cam Full Name DI Demos incoming Mait Port 1220 Incoming Mait Server rmatl mobiteds com Outgoing Mall Authentication password Outgoing Mail Password Mypass going 13 000 Outgoing Mait Use SS Value shouid be tmtp rogers com Outgoing Mali Usename US 2005 0149368 Al MOBILE CARE ENGINE SYSTEM RELATED APPLICATIONS 0001 This application claims the benefit of U S Provi sional Application Ser No 60 534 426 filed Jan 7 2004 FIELD OF THE INVENTION 0002 The invention relates to systems for providing customer care and more particularly to systems for provid ing customer care for telecommunications devices BACKGROUND OF THE INVENTION 0003 For the first time in the history of telecommunica tions networks significant computing power has become available to the end user s device This welcome change has the ability to reshape the architecture of all mobile telecom munications networks Traditionally the Operational Sup port Systems Business Support Systems OSS BSS were large scale extremely complex centralized systems within the network With the proliferation of next generation smart phones and wireless PDAs significant intelligence can be pushed out to the subscriber terminal and thus the ability to greatly simplify OSS BSS has emerged 0004 The telecommunications industry is on the verge of a revolution in support system technologies A rare inter section
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