Local Intercept Mobile Customer Assistance
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Solution Overview
Problem
Current methods for customer assistance on mobile devices rely on external networks, leading to bandwidth consumption, increased costs, slower response times, and longer call wait times, which can result in lost customers.
Innovation Solution
Implementing a method to locally intercept calls on mobile devices, allowing them to provide customer self-support by displaying solutions and information directly on the device, reducing the need for network-based data retrieval and automated systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If external network is used to provide customer assistance data, then comprehensive information can be delivered to subscribers, but bandwidth consumption increases and response time slows
Solution Approach 1:
The system segments customer assistance data into two categories: frequently accessed information stored locally on the mobile device, and less frequently accessed information stored on the external network. This segmentation allows the device to access common assistance data without network calls, reducing bandwidth consumption while maintaining information availability.
Solution Approach 2:
The system performs preliminary action by pre-loading customer assistance data onto the mobile device before it is needed. This includes downloading assistance information during off-peak hours or when the device is charging, so that when a customer needs assistance, the data is already available locally without requiring real-time network access.
2Adaptability or versatility
If automated system with multiple options is implemented, then customer service capability is enhanced, but call wait time increases and costs increase
Solution Approach 1:
The system enables self-service by providing customers with automated access to customer assistance information directly on their mobile devices. Customers can independently search and retrieve assistance data without waiting for call center agents, eliminating call wait times while maintaining comprehensive service capability through the automated information retrieval system.
Solution Approach 2:
The system introduces an intermediary layer between the customer and the customer assistance database. This intermediary is an automated information retrieval system that processes customer requests and delivers relevant assistance data without requiring human call center agents, thereby reducing wait times while maintaining service versatility.
3Reliability
If data is retrieved from external network during customer calls, then up-to-date information is provided, but network congestion occurs and costs increase
Solution Approach 1:
The system performs preliminary action by pre-downloading customer assistance data to local storage before it is needed during customer calls. This allows the system to serve customers using locally cached data, reducing real-time network traffic and avoiding congestion while still providing current information that was downloaded during off-peak periods.
Solution Approach 2:
The system applies local quality by storing frequently accessed customer assistance data locally on the mobile device rather than requiring continuous network access. This local storage capability ensures that common assistance information is immediately available without contributing to network congestion, while the system can still retrieve updated information periodically when network conditions are favorable.
Data Source
AI summary
A method of displaying a tutorial to a user of a mobile device is disclosed. In some examples, the mobile device receives an input associated with one or more user functions of the mobile device and launches a locally based application in response to the received input. The locally based application may output instructions to the user explaining to the user how to implement the one or more user functions.