T-mobile Usa, Inc.

Jonathan Soini

Timothy Shelton

Senthil Kumar Mulluppadi Velusamy

Tyler Axdorff

Alex Thanh Nguyen

Ganesh Balgum

Calum Lawler

Vikas Verma

Tony Giannini

Emily James

Ahmad Arash Obaidi

Parag Kumar Garg

Mark Hanson

Daniel E Herb

Calum Jonathan Frances Lawler

Spencer Schutz

The disclosed technology includes at least one method performed by a system to dynamically adapt a computer desktop of a customer service agent to a live audio dialogue. The system can cause a speech feature analyzer to process a segment of the live audio dialogue to output multiple speech features and obtain search results by querying a database for the multiple speech features. The method can further include generating control signals based on the search results and cause an API to configure the computer desktop based on the control signals. The system can dynamically adapt the computer desktop in accordance with additional control signals that are generated based on next segments of the live audio dialogue.

Computer desktop that dynamically adapts to a live multi-channel audio stream, such as for use with wireless telecommunications customer service agents

Techniques described herein improve viewer experience by leveraging the ability of a viewer's device to access an over-the-top (OTT) content via the device's multi-channel connections to an OTT content server. In an example embodiment, the device receives the OTT content via a first channel and performs cross-party diagnostic testing through a second channel. In this embodiment, a diagnostic app in the device compares measured signals in the first channel with a first set of threshold values and further compares acquired telemetry data in the second channel with a second set of threshold values. Based on the comparison results, the device determines the possible root cause of the interruption. Further, the device performs an in-depth diagnostic testing on a determined possible root cause (e.g., OTT content server) and sends an in-depth diagnostic report to a viewer.

Cross-party diagnostics

A content management system may support a card engine to dynamically perform operations such as configuring content for display via a user interface and generating reports based on user behavior, account status, and business logic. In cooperation with a facts controller to provide facts that the card engine may access substantively in real time, a rules engine to provide constructs in the form of card definitions, and a development engine, the content management system may enable a content manager to effect changes to card and container definitions by providing or modifying rules and rulesets in the rules engine dynamically. Cards evaluated dynamically by the card engine may be transmitted to user equipment. In this way, the content manager may make content decisions in accordance with business logic and events occurring proximate to the user, thereby impacting the user experience and generating reports in a substantive and real-time fashion.

Content management

A card engine may dynamically configure content for display via user equipment (UE). A rules engine may provide constructs to the card engine in the form of card definitions, which the card engine may evaluate using facts obtained from a facts controller. The card engine may create a hierarchy of containers, which are logical abstracts for containing cards. The containers in the hierarchy, which may be organized as a tree, may contain card definitions according to respective themes determined by the card engine. Variants may be assigned weights which can be changed dynamically based on factors such as user behavior, account condition, promotions or offerings. The card having the highest weight within its container is advanced up the tree. When a card reaches the top level of the tree, it may be formatted for display via the user interface and transmitted to the UE accordingly.

Card engine for producing dynamically configured content

A development engine may enable a developer to customize a user experience using an intuitive developer interface. A rules engine may provide constructs to a card engine in the form of card definitions, which the card engine may evaluate using facts obtained from a facts controller. The evaluated card definitions are cards that may be output for presentation via user equipment. Variants may be assigned weights which can be set or changed dynamically by the card engine substantively and in real time based on factors such as user behavior, account condition, promotions or offerings. The card engine may make content decisions proximate to events occurring to the user. The presentation of the cards may be changed substantively and in real time in accordance with the setting or changes in variants.

User interface for accessing and modifying development area content

Facts control and evaluating card definitions using cached facts

Systems and methods are described herein for providing multiple, different types of information for mobile devices and associated users to requesting systems, such as customer service systems provided by telecommunications carriers. The systems and methods may generate a single API that, when called by a requesting system (e.g., via a request transmitted by the requesting system that includes subscriber or device information), provides data collected from multiple, disparate data sources back to the requesting system via the single API.

Single interface for provisioning collected data to requesting systems

A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.

Remote support installation mechanism

A diagnostic device may enable the retrieval of user device information and an eligibility status of a user device for a device return, a device upgrade, or a device exchange. The diagnostic device may receive the user device information of the user device via a wired or wireless communication interface. The diagnostic device may send the user device information to a server associated with a wireless carrier network. In turn, the server associated with the wireless carrier network may use the user device information to determine an eligibility status of the user device for a device return, a device exchange, or a device upgrade. Subsequently, the diagnostic device may receive a unique code generated by the wireless carrier network, in which the unique code is associated with the user device information of the user device. The diagnostic device then presents the unique code on a display of the diagnostic device.

Device diagnostic and data retrieval

Self-healing charging devices and techniques for identifying and/or troubleshooting causes of performance degradation in user devices are described. A charging device described herein can receive first data from a user device connected to the charging device and analyze the first data to determine diagnostic data associated with the user device. Based at least in part determining the diagnostic data, the charging device described herein can provide an indication via at least one of the charging device or the user device, the indication signifying available actions that can be taken to improve performance of the user device. The charging devices described herein can enable users to easily identify issues causing and/or leading to performance degradation on their user devices and remedy and/or prevent problems that cause the performance degradation while corresponding user devices are charging via the charging devices.

Self-healing charging device

A workflow engine on a computing device is used to resolve a trouble ticket. Preliminary data is retrieved and one or more symptoms are received from a user device having a malfunction. The probability of each possible cause of the malfunction is determined. Upon determining that a probability of a mostly likely cause of the malfunction is above a predetermined threshold, a solution is provided. Upon determining that the probability of the most likely cause of the malfunction is not above the predetermined threshold, then entering a loop of performing diagnostic steps until the likely cause of the malfunction is above a predetermined threshold. Each diagnostic step is performed automatically, if the workflow engine determines that it can. If the diagnostic step cannot be performed automatically, the CSR is guided on how to accommodate the diagnostic step.

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Seattle, WA, United States of America

Jonathan Soini