System and method for device-based eCare

摘要

There is disclosed a device-based eCare solution that facilitates computerized consumer service on consumer devices. The system may include an end device, a back-end server eCare system, and a communications technology. One or more consumer eCare applications, such as balance and pricing applications, consumer assistance applications, diagnostic applications, and anticipatory applications, may be resident on the device. The end device may be configured to monitor the consumer's activity and collect and store a set of data regarding the consumer's activity. The end device may be further programmed to proactively offer the consumer a consumer eCare application based on the set of data and execute the consumer eCare application in accordance with the consumer's instructions. The system may create a collaborative environment between the device, other devices, and the back-end server eCare system. The device may intermittently communicate with other devices, the back-end server eCare system, or both, to synchronize information.

主权项

1. A system for providing computerized consumer care, comprising:
a back-end system; and an end device comprising:
an event engine configured to:
monitor, a consumer's activity; andcollect, and store in a history a set of context data comprising data related to the consumer's activity, wherein the context data comprises profile information associated with the end device based on usage of the end device by a user;an expert system configured to:
determine, a pattern of usage of the end device relative to an account associated with the consumer for the end device based on the set of context data; anddetermine, a future problem based on the pattern of usage of the end device relative to the account associated with the consumer and a usage by one or more other end devices associated with the account; anda mobile agent configured to:
proactively offer the consumer, a balance or pricing application based on the set of context data and the determined future problem;determine, based on an escalation algorithm of the expert system, whether to proceed by making a choice between actions from a set of actions comprising:
executing, the balance or pricing application without connecting to the back-end system or a human care system;directing, the back-end system to execute at least one consumer care software application; anddirecting, a human care system to execute the at least one consumer care software application; andadapt the balance or pricing application or the escalation algorithm based on the profile information.