Self-tuning Wireless System for Mobile Device Configuration
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Solution Overview
Problem
The existing customer support processes for mobile cellular devices are inefficient and time-consuming, involving manual and verbal steps that can take up to 30 minutes to create a service ticket, which can be improved by eliminating these steps and reducing wait times.
Innovation Solution
A customer self-service tuning system that allows users to adjust their network settings and device configuration by selecting a cohort of similar devices, suggesting changes based on performance metrics, and implementing them with user consent, enabling real-time analysis and improvement of device and network configurations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual customer support processes are used, then service tickets can be created with human verification, but the process takes 30 minutes or more and requires multiple manual steps
Solution Approach 1:
The system enables self-service tuning by allowing mobile device users to automatically adjust their own network settings and device configurations based on cohort-based recommendations, eliminating the need for manual customer support intervention for routine optimization tasks
Solution Approach 2:
The system performs preliminary analysis by pre-processing device measurements and configurations to identify optimal settings before the user even requests service, having cohort-based recommendations ready in advance to eliminate lengthy diagnostic procedures
2Ease of operation
If users manually adjust device settings with CSR assistance, then configuration changes can be made, but the process requires extended telephone hold times and multiple verbal steps
Solution Approach 1:
The system enables self-service tuning by allowing mobile device users to automatically adjust their own network settings and device configurations based on cohort-based recommendations, eliminating the need for manual customer support intervention for routine optimization tasks
Solution Approach 2:
The system replaces manual verbal interaction with automated electronic processes, where device measurements and configurations are automatically uploaded, analyzed, and adjusted through software-based cohort comparison rather than human-to-human communication
3Productivity
If cohort-based recommendations are provided, then users can self-adjust settings, but the system requires real-time data collection and analysis infrastructure
Solution Approach 1:
The system creates a multi-functional platform that simultaneously performs data collection, cohort analysis, recommendation generation, and automated configuration adjustment, allowing a single infrastructure to handle multiple customer service functions
Solution Approach 2:
The system introduces a server-based intermediary that mediates between individual device configurations and cohort-based best practices, centralizing the complex analysis work while keeping individual device adjustments simple and automated
Data Source
AI summary
A customer self-service tuning system assists a mobile device user in adjusting his network settings and device configuration. Device, network and performance metrics are stored for a population. Over time all of these suggest changes in the device or network that change measured performance. The potential improvement(s) are presented to the user for selection. Performance measurements are taken and the user can choose to go forward with the new configuration or to revert. Each time a user requests self-care service, a new cohort is extracted from the then current overall population and analyzed for similarity to the user at that point in time. Each time an improvement is selected, the history of device states and network states is augmented. Identified variances are transformed into an action plan specific to a user and implemented on the device or network upon concurrence.