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

Patent metadata

Field	Value
Publication number	US-11601801-B2
Application number	US-202017073870-A
Country	US
Kind code	B2
Filing date	Oct 19, 2020
Priority date	Apr 5, 2012
Publication date	Mar 7, 2023
Grant date	Mar 7, 2023

Abstract

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

First claim

What is claimed:

1. 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:
receive device status data from a mobile device;
determine at least one fault of the mobile device based at least in part on the device status data;
initiate a support session, the support session interfacing a customer service representative with a user associated with the mobile device;
provide an indication of the at least one fault of the mobile device to the customer service representative during the support session;
receive a plurality of solution implementation results data associated with a plurality of other devices,
wherein each solution implementation result of the plurality of solution implementation results data indicates whether a previous solution implementation attempted by at least one other device of the plurality of other devices caused resolution of a previous fault of the at least one other device,
wherein each solution implementation result of the plurality of solution implementation results data is associated with a device type corresponding to the at least one other device associated with the solution implementation result;
determine a first device type associated with the mobile device;
aggregate a subset of the plurality of solution implementation results data associated with the first device type to generate aggregated solution implementation results data associated with the first device type;
identify at least one solution that caused resolution of the at least one fault or a similar at least one fault based at least in part on the aggregated solution implementation results data;
in response to a selection by the customer service representative, cause transmission of computer executable instructions to the mobile device during the support session, the computer executable instructions configured to facilitate resolution of the at least one determined fault on the mobile device; and
cause rendering, at the mobile device, of a user interface configured to receive an authorization input from the user,
wherein the mobile device automatically initiates the at least one solution in response to receiving the authorization input.

2. The apparatus of claim 1 , wherein the at least one memory and program code instructions are further configured to, with the at least one processor, direct the apparatus to:
receive other device status data from a plurality of mobile devices; and
aggregate the device status data received from the plurality of mobile devices, the at least one fault of the mobile device being determined based at least in part on the aggregated device status data.

3. The apparatus of claim 1 , wherein the device status data comprises information regarding one or more actions taken by the user of the mobile device prior to initiation of the support session, the information regarding the one or more actions comprising one or more of information regarding support information accessed by the user or information regarding one or more corrective actions performed by the user.

4. The apparatus of claim 1 , wherein the computer executable instructions transmitted to the mobile device are configured to provide the customer service representative remote access to the mobile device.

5. The apparatus of claim 4 , wherein the computer executable instructions transmitted to the mobile device are configured to provide the customer service representative with remote control of the mobile device.

6. The apparatus of claim 4 , wherein the computer executable instructions transmitted to the mobile device are configured to cause execution of one or more diagnostic routines on the mobile device.

7. The apparatus of claim 4 , wherein the computer executable instructions transmitted to the mobile device are configured to cause one or more of an installation of one or more applications to the mobile device, an uninstallation of one or more applications of the mobile device, or an altering of one or more device settings of the mobile device.

8. The apparatus of claim 1 , wherein the at least one memory and program code instructions are further configured to, with the at least one processor, direct the apparatus to:
determine whether to initiate the support session based at least in part on determining that a solution cannot be automatically implemented on the mobile device and/or the at least one fault of the mobile device requires implementation assistance beyond the user of the mobile device.

9. A system comprising the apparatus of claim 1 , the system further comprising:
the mobile device, wherein the mobile device is configured to, in response to receiving the computer executable instructions, automatically execute the computer executable instructions with or without authorization from the user, wherein the computer executable instructions comprise the at least one solution.

10. A system comprising the apparatus of claim 1 , the system further comprising:
the mobile device, wherein the mobile device is configured to render a user interface requesting authorization to initiate the at least one solution; and
in response to receiving the authorization, automatically execute the computer executable instructions without additional input from the user.

11. The apparatus of claim 1 , wherein the at least one memory and program code instructions are further configured to, with the at least one processor, direct the apparatus to:
identity a plurality of solution possibilities associated with the at least one fault; and
receive, from the customer service representative, the indication of the at least one solution selected from the plurality of solution possibilities.

12. The apparatus of claim 1 , wherein to receive the indication of the at least one solution the apparatus is directed to:
automatically identify the at least one solution associated with the at least one fault, and wherein the apparatus causes transmission of the computer executable instructions automatically in response to identifying the at least one solution.

13. The apparatus of claim 1 , wherein the at least one memory and program code instructions are further configured to, with the at least one processor, direct the apparatus to:
receive an indication of at least one solution associated with the at least one fault via the support session,
wherein the transmission of the computer executable instructions is during the support session, and wherein the computer executable instructions cause the mobile device to automatically initiate the at least one solution to resolve the at least one fault, the at least one solution initiated with or without authorization from the user associated with the mobile device.

14. The apparatus of claim 1 , wherein to identify the at least one solution, the apparatus is directed to:
determine, for each possible solution of a plurality of possible solutions, at least a portion of the aggregated solution implementation results data corresponding to the possible solution;
determine a plurality of solution success probabilities associated with the plurality of possible solutions, the plurality of solution success probabilities comprising a solution success probability associated with each possible solution of the plurality of possible solutions based at least in part on the portion of the aggregated solution implementation results data corresponding to the possible solution;
identify, from the plurality of solution success probabilities, a first s

Assignees

• Assurant Inc

Inventors

• Hurst Cameron E
• Conrad Cassandra G

Classifications

• H04L41/5064

  Customer relationship management · CPC title

• H04L41/18

  Delegation of network management function, e.g. customer network management [CNM] · CPC title

• H04L41/0883

  Semiautomatic configuration, e.g. proposals from system · CPC title

• G06Q10/20

  Administration of product repair or maintenance · 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