System and method for multi-channel mobile customer assistance framework
AssigneeInfosys Limited
InventorsJithesh Sathyan, Manesh Sadasivan, Darshan Shankavaram
Life of this patent
Estimating the term…
Abstract
Systems and methods are provided for enabling multi-channel customer assistance for a user of a wireless telecommunication device. The current mobile assistance solutions are more a set of stored datasets which are merely queried on demand. The approach is based on presence of one or more customer assistance engines on a mobile device and a server in communication with the mobile device. Implementation of these engines is disclosed.
Claims33
A mobile customer assistance enabling framework in a carrier network, the framework comprising:
- a Feed Engine, configured to receive responses corresponding to a plurality of feeds;
- an Event Engine, adapted to respond to one or more predefined events;
- and
- an Intelligent Engine, adapted to provide to a user of a mobile device with a set of proactive information;
- wherein, the one or more engines reside on the mobile device and a server;
- wherein the server is coupled to one or more external systems;
- wherein, the one or more engines are adapted in a mobile communication environment for enabling a mobile customer assistance system.
A mobile device, for enabling a mobile customer assistance system, the mobile device comprising:
- a processing sub-system having a processor and a memory, the memory capable of storing software components for execution by the processor, the software components comprising:
- a Query Manager, configured to receive a response associated with a plurality of feeds, wherein the response is received from a Feed Handler, residing on a server;
- wherein the Feed Handler directs data to one or more external systems, coupled to the server.
A method for providing mobile customer assistance to a user, the method comprising:
- sending, to a server, a request using a Query Manager, wherein the Query Manager corresponds to an interface residing in the software components of a mobile device of the user, wherein the request corresponds to a transaction;
- receiving, a response from a Feed Handler on the server for an action to be performed in relation to the transaction, wherein the response comprises information corresponding to a plurality of feeds;
- and
- performing, an action pertaining to the transaction,
- wherein a transaction corresponds to a set of information pertaining to mobile customer assistance.
A mobile device, comprising:
- a processing sub-system having a processor and a memory, the memory capable of storing software components for execution by the processor, the software components comprising an Intelligent Client engine, adapted to communicate with an Intelligent Center engine on a server, to provide a user of the mobile device with a set of proactive information, wherein the proactive information corresponds to a transaction which is a set of information pertaining to mobile customer assistance.
A method to implement a mobile customer assistance system for a user, the method comprising:
- identification, by an Intelligent Client residing in a software component of a mobile device, utilization patterns of the user;
- correlation, by an Intelligent Center on a server, the utilization patterns of the user with the profile of the user;
- and
- proactively supplying information on the mobile device of the user, to define services in relation to mobile customer assistance.
A mobile device, comprising:
- a processing sub-system having a processor and a memory, the memory capable of storing software components for execution by the processor, the software components comprising an event manager, adapted to respond to one or more predefined events triggered by an event handle engine on a server, wherein the one or predefined events correspond to business rules applied for information processes pertaining to mobile customer assistance.
A method to implement a mobile customer assistance to a user, the method comprising:
- receiving, by an Event Handler on a server, one or more predefined events, wherein the predefined events correspond to business rules applied for information processes pertaining to mobile customer assistance;
- and
- performing an action corresponding to the one or more predefined event provided to the user of a mobile device;
- wherein, the one or more predefined events leads to execution of an information process pertaining to mobile customer assistance.
Dependencies are inferred from the claim text.