# US 2014/0156539 A1 · Device Profile-Based Rule Making for Customer Care > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2014/0156539 A1 - Document ID: US20140156539A1 - Status: Published application - Kind: A1 - Application number: 13/968,631 - Filed: 2013-08-16 - Published: 2014-06-05 - Earliest claimed: 2012-08-17 - Assignees: CrowdCare Corporation - Applicants: CrowdCare Corporation - Inventors: Jeffrey Brunet; Ian Collins; Karen Chan - Web page: https://patentgrep.com/patent/US20140156539A1 ## CPC - G06Q 30/015: Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract A method is provided for delivering customer care to a user of a mobile device. A first device profile of the mobile device is collected. Based on aspects of this first device profile displayed on a customer care interface, and a problem report, a fix is provided to the mobile device with respect to the problem report. After the fix, a second device profile is collected. The system determines at least one difference between the first device profile and the second device profile. This difference is used to automatically generate a proto-rule for future fixes based on the problem report. In this way, automatic rule-making is possible. An editor is also provided so that the proto-rule can be edited. ## Claims ### Claim 1 A computer-implemented method of providing customer care to a user of a mobile device, comprising: collecting at a computing device a first device profile of the mobile device; receiving from the mobile device in communication with the computing device a problem report; based on aspects of the first device profile displayed on a customer care interface on the computing device, providing a fix to the mobile device with respect to the problem report; collecting at the computing device a second device profile of the mobile device; determining using the computing device at least one difference between the first device profile and the second device profile; automatically generating using the computing device a proto-rule for future fixes based on the problem report and the at least one difference; and providing an editor at the computing device for editing the proto-rule. ### Claim 2 (depends on 1) The method of claim 1, further comprising seeking feedback from the user to determine if the fix addressed the problem report, and generating the proto-rule only if the feedback is positive. ### Claim 3 (depends on 2) The method of claim 2, wherein if the feedback is negative, attempting another fix of the mobile device. ### Claim 4 (depends on 1) The method of claim 1, wherein differences between the first device profile and the second device profile are displayed on the customer care interface. ### Claim 5 (depends on 1) The method of claim 1, wherein the proto-rule has an “IF . . . THEN” syntax. ### Claim 6 (depends on 5) The method of claim 5, wherein the “IF” portion of the proto-rule is based on the problem report and at least one aspect of the first device profile. ### Claim 7 (depends on 6) The method of claim 6, wherein the “THEN” portion of the proto-rule is based on the at least one difference. ### Claim 8 (depends on 1) The method of claim 1, wherein the first device profile is collected when a customer care session is initiated by the user. ### Claim 9 (depends on 1) The method of claim 1, wherein the first device profile is collected automatically at a predetermined time. ### Claim 10 (depends on 1) The method of claim 1, wherein the problem report is a request for device improvement or performance enhancement. ### Claim 11 (depends on 1) The method of claim 1, wherein the problem report is automatically triggered or generated on the mobile device. ### Claim 12 (depends on 1) The method of claim 1, wherein the fix comprises changing a setting or value in the device profile. ### Claim 13 (depends on 1) The method of claim 1, wherein the fix comprises providing the mobile device with access to at least one updated software module. ### Claim 14 (depends on 1) The method of claim 1, wherein the fix is implemented automatically following analysis of the first device profile. ### Claim 15 (depends on 1) The method of claim 1, wherein the fix is selectable from among a set of potential fixes displayed on the customer care interface. ### Claim 16 (depends on 1) The method of claim 1, further comprising identifying potential fixes with respect to the problem report by automated analysis having regard to a rule set. ### Claim 17 (depends on 16) The method of claim 16, wherein an edited proto-rule can be implemented such that the rule becomes part of the rule set used to identify potential fixes. ### Claim 18 (depends on 1) The method of claim 1, further comprising making the proto-rule available for editing by users distributed across a communications network.