Machine Learning Algorithm Enables Customer Support of the Future

Mobile intelligence company Carrier IQ has announced a machine learning algorithm that will potentially revolutionize customer support for your mobile device. Carrier IQ, which sells support applications to mobile network operators, is using machine learning and Big Data analysis to automatically detect common customer problems. The company's 'IQ care' software suite mines a large amount of device data, and uses that Big Data to look for trends that are not obvious from simple statistical analysis. The information gathered from this process is used to automatically diagnose individual device problems, and a cell provider is able to support 50 million reporting devices simultaneously using this software. The two main things this software looks for is to differentiate network problems from device problems, and to find resource draining applications on your phone that will negatively impact user experiences. The ultimate goals for cell phone carriers that use this technology is to increase customer satisfaction, stop unnecessary device returns, and to allow customers to easily troubleshoot their own devices.