Mobile care framework
OwnerJeffrey Brunet, Ian Collins +2inventors
InventorsJeffrey Brunet, Ian Collins, Stephen Kim, Yousuf Chowdhary
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Abstract
A Mobile Care Framework is provided which uses an embedded diagnostic component, a device agent, to forward device profile data and receive update and problem solutions for implementation and execution with the device. Preferably, the data and solutions are communicated with a remotely located customer care application within the Mobile Care Framework using over-the-air communication.
Claims26
A method of providing customer care within a mobile care framework, comprising:
- capturing device profile data over-the-air from a device agent within a mobile device;
- correlating the device profile data to a database of known mobile device issues and associated solutions to the mobile device issues;
- and
- selectively forwarding to the mobile device over-the-air at least one of the solutions for execution by the device agent.
A mobile care framework comprising:
- a customer care application;
- a data store accessible by the customer care application;
- an analytics engine for communication between the customer care application and the data store;
- at least one device agent capable of responding to commands from the customer care application, the device agent being located within a mobile device remote from the customer care application in over-the-air communication with the customer care application;
- wherein the customer care application is programmed to use the over-the-air connection to capture device profile data from the at least one device agent for correlation by the analytics engine with a database of known issues and associated solutions in the data store to selectively forward to the at least one mobile device agent at least one solution.
A device agent embedded in a mobile device capable of communicating over-the-air with a customer care application within a mobile care framework to provide device profile data relevant to the mobile device, and programmed to receive and execute at least one solution selectively forwarded over-the-air by the customer care application.
Dependencies are inferred from the claim text.