Mobile wireless customer micro-care apparatus and method

Abstract

In one example, a data package created by a particular wireless mobile device, and comprising metrics collected by the wireless mobile device, is retrieved. The metrics concern performance of the wireless mobile device in a wireless communication network, and are transformed into measures that enable derivation of a key performance indicator concerning the performance of the wireless mobile device. An enriched measure is generated by processing the measures based on correlations of wireless mobile device events in a time sequence, and the enriched measure is transformed into a KPI that is specific to the performance of the wireless mobile device. The KPI of the wireless mobile device is compared to a KPI of the population of wireless mobile devices, and results of the comparison of KPIs serve as a basis to resolve a problem regarding operation of the wireless mobile device.

We claim: 
     
         1 . A method, comprising:
 allocating, by a system comprising a processor, a first group of processor nodes from a distributed pool of processor nodes to a customer problem resolution process; and   executing, by the system, the customer problem resolution process, using a second group of random access memory locations of a random access memory device of the system and the first group of processor nodes, on a data package comprising metrics collected by a user equipment in associated with a problem experienced by the user equipment, the executing comprising:
 storing the data package in a first random access memory location of the second group of random access memory locations, and 
 wherein each processor node of the first group of processor nodes executes a different sub-process of sub-processes of the customer problem resolution process in a first sequential order, the performing comprising:
 reading previous resulting data from a previous random access memory location in a second sequential order of the random access memory locations of the second group, and 
 writing resulting data from the sub-process associated with the processor node in a next random access memory location in the second sequential order, 
 wherein a first processor node of the first group of processor nodes reads the data package from the first random access memory location to perform the sub-process associated with the first processor node. 
 
   
     
     
         2 . The method of  claim 1 , wherein executing the customer problem resolution process comprises executing the customer problem resolution process without writing contents of the second group of random access memory locations to a disk storage of the system. 
     
     
         3 . The method of  claim 1 , where a last random access memory location in the second sequential order comprises resolution data representative of a resolution for the problem determined by the customer problem resolution process. 
     
     
         4 . The method of  claim 3 , wherein the resolution data comprises installation data related to installing an update on the user equipment. 
     
     
         5 . The method of  claim 3 , wherein the resolution data comprises adjustment data related to adjusting a setting of the user equipment. 
     
     
         6 . The method of  claim 3 , wherein the user equipment is a first user equipment, and wherein the resolution is determined based on a second user equipment having satisfied a similarity criterion and that has resolved the problem. 
     
     
         7 . The method of  claim 1 , further comprising, receiving, by the system, the data package in a request from the user equipment to perform the customer problem resolution process. 
     
     
         8 . A system, comprising:
 a processor; and   a memory that stores executable instructions that, when executed by the processor, facilitate performance of operations, comprising:
 assigning a first group of processor nodes from a distributed pool of processor nodes to a customer care process; and 
 executing the customer care process, using a second group of random access memory locations of a random access memory device accessible to the system and the first group of processor nodes, on a data package comprising metrics collected by a communication device in associated with a problem experienced by the communication device, the executing comprising:
 storing the data package in a first random access memory location of the second group of random access memory locations, and 
 performing the customer care process, where each processor node of the first group of processor nodes performs a different sub-process of sub-processes of the customer care process in a first sequential order, the performing comprising:
 reading previous resulting data from a previous random access memory location in a second sequential order of the random access memory locations of the second group, and 
 writing resulting data from the sub-process associated with the processor node in a next random access memory location in the second sequential order, 
 wherein a first processor node of the first group of processor nodes reads the data package from the first random access memory location to perform the sub-process associated with the first processor node. 
 
 
   
     
     
         9 . The system of  claim 8 , wherein executing the customer care process is performed without writing contents of the second group of random access memory locations to a disk storage of the system. 
     
     
         10 . The system of  claim 8 , where a last random access memory location in the second sequential order comprises resolution data representative of a resolution for the problem determined by the customer care process. 
     
     
         11 . The system of  claim 10 , wherein the resolution data comprises an update to install on the communication device. 
     
     
         12 . The system of  claim 10 , wherein the resolution comprises adjusting a setting of the communication device. 
     
     
         13 . The system of  claim 10 , wherein the communication device is a first communication device, wherein the resolution is based on a second communication device satisfying a similarity criterion, and wherein the resolution previously resolved the problem. 
     
     
         14 . The system of  claim 8 , wherein the operations further comprise receiving the data package in a request from the communication device to perform the customer care process. 
     
     
         15 . A non-transitory machine-readable medium, comprising executable instructions that, when executed by a processor, facilitate performance of operations, comprising:
 assigning a first group of processor nodes from a distributed pool of processor nodes to a device analysis process; and   executing the device analysis process, using a second group of random access memory locations of a random access memory device and the first group of processor nodes, on a dataset comprising metrics collected by a mobile device in associated with a problem experienced by the mobile device, the executing comprising:
 storing the dataset in a first random access memory location of the second group of random access memory locations, and 
 performing the device analysis process, wherein each processor node of the first group of processor nodes performs a different sub-process of sub-processes of the device analysis process in a first sequential order, the performing comprising:
 reading previous resulting data from a previous random access memory location in a second sequential order of the random access memory locations of the second group, and 
 writing resulting data from the sub-process associated with the processor node in a next random access memory location in the second sequential order, 
 wherein a first processor node of the first group of processor nodes reads the dataset from the first random access memory location to perform the sub-process associated with the first processor node. 
 
   
     
     
         16 . The non-transitory machine-readable medium of  claim 15 , wherein executing the device analysis process is performed without writing contents of the group of random access memory locations to a disk storage of the system. 
     
     
         17 . The non-transitory machine-readable medium of  claim 15 , where a last random access memory location in the second sequential order comprises a resolution for the problem determined by the device analysis process. 
     
     
         18 . The non-transitory machine-readable medium of  claim 17 , wherein the resolution comprises installing a software update on the mobile device. 
     
     
         19 . The non-transitory machine-readable medium of  claim 17 , wherein the resolution comprises adjusting an operating parameter of the mobile device. 
     
     
         20 . The non-transitory machine-readable medium of  claim 17 , wherein the resolution is based on at least one other mobile device satisfying a similarity criterion and having been determined to have resolved the problem.