System, method, apparatus, and computer program product for providing mobile device support services

Patent metadata

Field	Value
Publication number	US-10779159-B2
Application number	US-201715803250-A
Country	US
Kind code	B2
Filing date	Nov 3, 2017
Priority date	Apr 5, 2012
Publication date	Sep 15, 2020
Grant date	Sep 15, 2020

Abstract

A method is provided for diagnosing and assessing potential faults with a mobile device. Based on device status data acquired from the mobile device and aggregated device status data from other mobile devices, potential faults with the mobile device may be diagnosed, and the impact of such potential faults may be evaluated. A corresponding system, apparatus, and computer program product are also provided.

First claim

What is claimed:

1. A computer-implemented method comprising:
receiving electronic transmission of mobile device status data from a mobile device, wherein the mobile device status data comprises a first set of status monitoring data, the first status monitoring data is generated based on sensor signals from one or more sensors on the mobile device, wherein the first set of status monitoring data comprises monitoring data queried from at least one of a touch screen sensor, an accelerometer, and a network signal strength sensor of the mobile device;
receiving electronic transmission of aggregated device status data from a plurality of other mobile devices;
detecting one or more potential faults related to the mobile device based at least in part on a comparison of the mobile device status data and the aggregated device status data to identify the one or more potential faults with the mobile device, wherein detecting the one or more potential faults comprises diagnosing a status of the mobile device by:
comparing the first set of status monitoring data to a first benchmark performance indication based on the aggregated device status data, wherein the first benchmark performance indication is associated with a respective at least one of the touchscreen sensor, the accelerometer, and the network signal strength sensor; and
identifying the one or more potential faults based on the comparison;

calculating a probability of resolving the one or more potential faults;
programmatically calculating a magnitude of a current value of the mobile device based at least in part on the one or more potential faults and the probability of resolving the one or more potential faults, such that the magnitude of the current value comprises a reduction in the current value caused by the one or more potential faults and a mitigation of the reduction in the current value by the probability of resolving the at least one of the one or more potential faults; and
causing rendering of a graphical user interface on the mobile device comprising an indication of the current value of the mobile device to be rendered to a user associated with the mobile device.

2. The method of claim 1 , wherein the mobile device status data comprises a solution implementation results information data set, the method further comprising:
determining, based at least in part on the one or more potential faults relating to the mobile device, one or more potential solutions to the one or more potential faults; and
determining, based at least in part on the solution implementation results information data set, the probability of resolving at least one of the one or more potential faults.

3. The method of claim 2 , further comprising determining, based at least in part on the current value and the probability of resolving at least one of the one or more potential faults, a buyback score for the mobile device.

4. The method of claim 3 , further comprising:
determining whether the buyback score satisfies a threshold value; and
generating, in an instance in which the buyback score satisfies the threshold value, a user interface comprising an indication of an offer to buy the mobile device.

5. The method of claim 4 , wherein determining the magnitude current value of the mobile device comprises:
determining whether the mobile device is eligible for valuation; and
determining, in an instance in which the mobile device is determined to be eligible for valuation, the current value of the mobile device.

6. The method of claim 5 , further comprising determining, based at least in part on the one or more potential faults, whether the mobile device is eligible for inclusion in a particular insurance policy.

7. The method of claim 5 , wherein the mobile device is determined to be ineligible for valuation in an instance in which the one or more potential faults comprise one or more predefined faults.

8. The method of claim 1 , wherein the current value comprises a current insurable value.

9. The method of claim 1 , further comprising determining, based at least in part on the one or more potential faults, whether the mobile device is eligible for inclusion in a particular insurance policy.

10. The method of claim 1 , wherein determining the current value of the mobile device comprises:
determining whether the mobile device is eligible for valuation; and
determining, in an instance in which the mobile device is determined to be eligible for valuation, the current value of the mobile device.

11. The method of claim 1 , wherein the magnitude of the current value of the mobile device is unchanged by the one or more potential faults based on the probability of resolving the one or more potential faults.

12. The method of claim 1 , wherein the one or more potential faults are one or more current faults of the mobile device.

13. The method of claim 1 , further comprising, in an instance in which the current value exceeds a buyback threshold, automatically transmitting computer program instructions configured to, when executed by the processor of the mobile device, cause the mobile device to repair the one or more potential faults.

14. The method of claim 1 , further comprising determining whether the one or more potential faults are hardware or non-hardware related based on the comparison of the mobile device status data and the aggregated device status data, and in an instance in which the one or more potential faults are determined to be non-hardware related, transmitting computer executable instructions configured to cause repair of the one or more potential faults.

15. The method of claim 14 , wherein the current value is higher for non-hardware related faults than for hardware-related faults.

16. The method of claim 1 , wherein calculating the probability of resolving the one or more potential faults is based at least in part on one or more potential solutions to the one or more potential faults,
the method further comprising verifying the eligibility of the mobile device and generating a user interface comprising an indication of an offer to buy the mobile device in an instance in which a buyback score satisfies a threshold value.

17. An apparatus comprising at least one processor and at least one memory having program code instructions embodied therein, the at least one memory and program code instructions being configured to, with the at least one processor, direct the apparatus to at least:
receive transmission of mobile device status data from a mobile device, wherein the mobile device status data comprises a first set of status monitoring data, the first status monitoring data is generated based on sensor signals from one or more sensors on the mobile device, wherein the first set of status monitoring data comprises monitoring data queried from at least one of a touch screen sensor, an accelerometer, and a network signal strength sensor of the mobile device;
receive transmission of aggregated device status data from a plurality of other mobile devices;
determine data associated with one or more potential faults related to the mobile device based at least in part on a comparison of the mobile device status data and the aggregated device status data to identify the one or more potential faults, wherein determining the one or more potential faults comprises diagnosing a status of the mobile device by:
comparing the first set of status monitoring data to a first benchmark performance indication based on the aggregated device status data, wherein the first benchmark performance indication is associated with a respective at least one o

Assignees

• Assurant Inc

Inventors

• Hurst Cameron E
• Conrad Cassandra G

Classifications

• H04L67/535

  Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34) · CPC title

• H04L67/54

  Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users · CPC title

• G06F11/0793 Primary

  Remedial or corrective actions (recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40) · CPC title

• H04W4/60

  Subscription-based services using application servers or record carriers, e.g. SIM application toolkits · CPC title

• G06Q40/08

  Insurance · CPC title