Automating wireless customer care

摘要

Providing automated customer care for a mobile phone is described herein. By way of example, a system can include component(s) that can automatically detect and transmit an error in interfacing a mobile phone with a communication network. The system also can include a customer care component(s) that can receive the error, initiate an error resolution process, and automatically provide a plurality of options with which to contact customer care and/or utilize customer care resources.

主权项

1. A method, comprising:
detecting, by a system including a processor, an error condition associated with interfacing a mobile communication device to a network device including detecting, by the system, a failure to register a media access control address of a wireless local area network router device with a service provider; gathering, by the system, diagnostic information from a plurality of components of the network indicating the error condition; sending, by the system, the diagnostic information directed to a customer care device to facilitate identification of a set of sources of the error condition; receiving, by the system based on a user specified contact profile that specifies a contact of a subscriber identity associated with the mobile communication device based on determined activities of the subscriber identity, customer care information from the customer care device including options for utilizing customer care resources; evaluating, by the system utilizing a machine learning device having artificial intelligence, user information associated with the mobile communication device for sending support information directed to the mobile communication device based on the options; and selecting, by the system utilizing the machine learning device based on the user specified contact profile and the user information, a mode for sending an error notification representing the error condition to the mobile communication device.