Mobile App Self-Service Ticket Automation
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Solution Overview
Problem
The existing process of creating a service ticket for mobile cellular service issues is inefficient, requiring manual and verbal steps that consume significant time and resources for both subscribers and service representatives.
Innovation Solution
A mobile application, Tap-once-Care, allows subscribers to initiate service requests directly, capturing device information and user descriptions to automatically create a service ticket, which can be processed by service providers for immediate investigation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual and verbal steps are used for service ticket creation, then accuracy of request capture is improved, but time consumption and operational complexity increase
Solution Approach 1:
The mobile application enables subscribers to self-serve by automatically capturing device information, service data, and request details without requiring manual verification by service representatives. The system self-populates ticket fields using device sensors and stored subscriber information, eliminating the need for verbal description and manual data entry while maintaining accuracy through automated data collection.
Solution Approach 2:
The application pre-captures device information, service account details, and diagnostic data before the subscriber even describes their issue. Sensors continuously monitor device status and the system pre-populates relevant fields, so when the subscriber submits their request, the ticket is already substantially complete, dramatically reducing the time required for creation while maintaining accuracy through pre-collected data.
2Measurement precision
If manual verification and data entry are performed, then accuracy of service ticket information is improved, but device complexity and operational difficulty increase
Solution Approach 1:
The manual mechanical process of verbal description, listening, verification, and typing is replaced with automated electronic data capture using device sensors, cameras, and stored information. The mobile application automatically extracts device identifiers, service account information, and diagnostic data, eliminating the need for manual verification steps while maintaining accuracy through automated population of ticket fields.
Solution Approach 2:
The system creates accurate copies of device information, service account details, and diagnostic data directly from the device's stored information and sensor readings. Rather than manually re-entering or verifying data, the application copies relevant information from existing device records and populates the service ticket automatically, maintaining accuracy while eliminating manual data entry complexity.
3Reliability
If subscribers wait on the line for service representative availability, then service quality is maintained, but productivity and customer satisfaction decrease
Solution Approach 1:
The mobile application enables subscribers to independently create and submit service tickets without waiting for service representative availability. The system automatically captures all necessary information, generates the ticket, and submits it to the service provider's system, allowing continuous processing of requests regardless of representative availability while maintaining service quality through automated accuracy checks.
Solution Approach 2:
The application enables continuous submission of service requests without interruption or waiting periods. Subscribers can capture device information, describe issues, and submit tickets at any time, and the system continuously processes these submissions. This eliminates the discontinuous nature of traditional phone-based service where requests must wait for representative availability, thereby improving productivity while maintaining service quality through automated processing.
Data Source
AI summary
In one example, performance of a method facilitates an improvement in a wireless communication service provided to a user of a mobile wireless communication device, and includes receiving a user input signal indicating a perception by the user that performance of a mobile wireless communication device is unsatisfactory, retrieving, in response to receipt of the user input signal, device configuration information, and information concerning the location of a mobile wireless communication device at about the time that the user input signal was received, presenting the user with a list of user-selectable problem descriptions, and receiving a user input signal indicating user selection of one of the listed problem descriptions, transmitting, to a server, a request for assistance concerning the user-identified problem, and uploading, to the server, cached analytics stored at a mobile wireless communication device and corresponding to the selected problem description.