US 12,413,482 B2
Establishing a connection between a mobile device and a representative of a wireless telecommunication network
Mohamed Abdullah Amer, Naperville, IL (US); Michael Monroe Carley, Sammamish, WA (US); Shangyu Ni, Bellevue, WA (US); and Anupriya Thirumurthy, Bellevue, WA (US)
Assigned to T-Mobile USA, Inc., Bellevue, WA (US)
Filed by T-Mobile USA, Inc., Bellevue, WA (US)
Filed on Oct. 27, 2022, as Appl. No. 17/975,497.
Claims priority of provisional application 63/419,629, filed on Oct. 26, 2022.
Prior Publication US 2024/0146624 A1, May 2, 2024
Int. Cl. H04W 4/00 (2018.01); H04L 41/06 (2022.01); H04L 41/147 (2022.01); H04L 41/5009 (2022.01); H04M 3/22 (2006.01); H04W 24/04 (2009.01); H04W 24/08 (2009.01); H04W 48/02 (2009.01); H04W 64/00 (2009.01)
CPC H04L 41/147 (2013.01) [H04L 41/06 (2013.01); H04L 41/5009 (2013.01); H04M 3/2281 (2013.01); H04W 24/04 (2013.01); H04W 24/08 (2013.01); H04W 48/02 (2013.01); H04W 64/00 (2013.01)] 16 Claims
OG exemplary drawing
 
1. At least one non-transitory computer-readable storage medium storing instructions to establish a connection between a mobile device and at least one representative of a wireless telecommunication network, which, when executed by at least one data processor of a system, cause the system to:
obtain data for an undesirable action associated with the mobile device from multiple undesirable actions,
wherein the multiple undesirable actions include disassociating from the wireless telecommunication network or seeking another interaction with a representative of the wireless telecommunication network;
obtain multiple key performance indices (KPIs),
wherein the multiple KPIs include at least three of:
a length of time the mobile device has been served by the wireless telecommunication network,
a length of time the representative has represented the wireless telecommunication network,
a net promoter score associated with the representative indicating past performance associated with the representative,
a handle location indicating a geolocation associated with the mobile device;
obtain multiple groups of representatives configured to connect to the mobile device,
wherein a first group among the multiple groups is associated with fewer occurrences of the undesirable action than a second group among the multiple groups;
based on the KPIs associated with the mobile device, determine whether an occurrence of the undesirable action is above a predetermined threshold; and
upon determining that the occurrence of the undesirable action is above the predetermined threshold, connect the mobile device with a representative from the first group.