Centralized rules repository for smart phone customer care
US8526940B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 6, 2004 |
| Grant date | Sep 3, 2013 |
| Priority date | — |
| Expiry date | Feb 1, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W24/08
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A telecommunications network includes a plurality of operators, each performing customer service activities. Each operator uses an analytics engine to apply troubleshooting rules to help diagnose customer problems. In addition to a local rules repository at each of the different operators, a centralized rules repository is used to collect domain knowledge of the different operators. Additionally, rules generated by software vendors and device manufacturers are also included in the centralized rules repository. By accessing this centralized rules repository, the local rules repositories can be updated with rules from these other sources, thereby increasing the rules available for each individual operator.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.