Automated UI Scripting for Customer Care Device Troubleshooting
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Solution Overview
Problem
Customer care processes for mobile device communications are often time-consuming and error-prone due to the need for manual interactions between customers and customer care agents, involving voice conversations and manual effort to troubleshoot and resolve issues.
Innovation Solution
The implementation of user interface automation that allows a processing system to initiate resolution procedures for customer care issues without user input, by installing UI automation software on a controlling device that communicates with a customer care server, enabling actions such as resetting network settings and providing new settings to facilitate communication over the network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual troubleshooting interactions between customers and customer care agents are used, then customer care can be performed with existing simple systems, but the process becomes time-consuming and error-prone
Solution Approach 1:
The system enables the communication device to perform troubleshooting and resolution procedures autonomously through automated user interface interactions. The processing system executes scripts that automatically navigate device settings, diagnose issues, and apply fixes without requiring manual customer involvement, thereby resolving the contradiction between maintaining simple systems and improving customer care efficiency.
Solution Approach 2:
The patent replaces manual mechanical interactions (voice conversations, physical device manipulation) with automated electronic processes. The processing system uses software scripts to automatically control the user interface of the communication device, substituting human manual operations with automated digital actions that are faster and more consistent, thus reducing troubleshooting time while maintaining system simplicity.
2Productivity
If automated user interface automation is implemented, then troubleshooting speed and accuracy improve, but device complexity increases due to installation of automation software
Solution Approach 1:
The automation software and necessary components are pre-installed on the communication device before the troubleshooting process begins. This preliminary preparation ensures that when automation is activated, the device already has the required tools and configurations in place, allowing for immediate high-speed troubleshooting without adding complexity during the actual resolution process.
Solution Approach 2:
The processing system is designed to be universal, capable of executing various troubleshooting scripts and controlling different device functions through a standardized interface. This multi-functional design allows a single automation system to handle multiple issue types without requiring device-specific complex software for each scenario, thereby improving troubleshooting speed while limiting the increase in device complexity.
3Ease of manufacture
If manual customer care processes are used, then system simplicity is maintained, but error-prone operations occur due to human intervention
Solution Approach 1:
The system replaces manual human operations with automated electronic processes that execute troubleshooting steps consistently without human error. The processing system uses programmed scripts that precisely control device settings and navigate interfaces, eliminating the variability and errors associated with manual customer care while maintaining overall system simplicity through standardized automation protocols.
Solution Approach 2:
The automated system incorporates feedback mechanisms that continuously monitor device responses and adjust operations accordingly. This feedback loop ensures accurate execution of troubleshooting procedures by detecting device states and adapting actions in real-time, thereby improving operation accuracy while keeping the system design simple through automated decision-making rather than complex manual oversight.
Data Source
AI summary
Aspects of the subject disclosure may include, for example, a method in which a processing system installs on a controlling device user interface automation software provided by a customer care server separated from the controlling device; the controlling device communicates with the customer care server over a communication network. The system receives information from equipment of a customer care agent regarding a customer care issue associated with a communication device coupled to the controlling device by a communication link separate from the communication network. The method includes effecting, responsive to the information and without action by a user of the communication device, an input to the user interface via the communication link to initiate a resolution procedure for the customer care issue; the resolution procedure can include resetting network settings, enabling a network service, collecting information regarding the network settings, and/or providing new network settings. Other embodiments are disclosed.