Carrier Iq, Inc.

At&t Mobtlity Ip, LLC

Frederick Peter Mikkelsen

Alberto Gutierrez, Jr

Chenhui Liu

In one example, a method includes receiving, from a mobile wireless device, a care request that includes a user description of a request for service that identifies a problem experienced by the user concerning operation of the mobile wireless device and/or a wireless communication network. The method further includes correlating the problem with data associated with one or more peer mobile wireless devices, where the correlating is based on wireless communication network analytics performed with respect to the peer mobile wireless devices. As well, the method includes identifying a probable cause for the problem based on results of the correlating, automatically matching the probable cause of the problem to a proposed solution, automatically transmitting to the mobile wireless device, information identifying the probable cause of, and the proposed solution to, the problem, and implementing the proposed solution when user input is received indicating user permission for such implementation.

Self-care self-tuning wireless communication system for peer mobile devices

In one example, performance of a method facilitates an improvement in a wireless communication service provided to a user of a mobile wireless communication device, and includes receiving a user input signal indicating a perception by the user that performance of a mobile wireless communication device is unsatisfactory, retrieving, in response to receipt of the user input signal, device configuration information, and information concerning the location of a mobile wireless communication device at about the time that the user input signal was received, presenting the user with a list of user-selectable problem descriptions, and receiving a user input signal indicating user selection of one of the listed problem descriptions, transmitting, to a server, a request for assistance concerning the user-identified problem, and uploading, to the server, cached analytics stored at a mobile wireless communication device and corresponding to the selected problem description.

Closed-loop self-care apparatus and messaging system for customer care of wireless services

A customer self-service tuning system assists a mobile device user in adjusting his network settings and device configuration. Device, network and performance metrics are stored for a population. Over time all of these suggest changes in the device or network that change measured performance. The potential improvement(s) are presented to the user for selection. Performance measurements are taken and the user can choose to go forward with the new configuration or to revert. Each time a user requests self-care service, a new cohort is extracted from the then current overall population and analyzed for similarity to the user at that point in time. Each time an improvement is selected, the history of device states and network states is augmented. Identified variances are transformed into an action plan specific to a user and implemented on the device or network upon concurrence.

Self-care self-tuning wireless communication system

A system communicatively couples a server to a plurality of mobile wireless device clients to receive and track customer care related information which has been captured on any one of the clients. The server uses information sent by a client to initiate a customer care request ticket and responds to the client request with a ticket number and request description compiled using the information from the client. A system receives from a mobile device user a request to tuneup, a devstate extracted from a cache stored in the mobile device, and proposes at least one delta devstate operation to resolve the perception; making an adjustment or guiding the user to make an adjustment to execute the proposed delta operation; and at the end of an evaluation period, offers to revert to the stored prior state; to accept the delta state; or to continue the tuneup process.

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West Boylston, MA, United States of America

Frederick Peter Mikkelsen