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

Patent metadata

Field	Value
Publication number	US-9413893-B2
Application number	US-201313835206-A
Country	US
Kind code	B2
Filing date	Mar 15, 2013
Priority date	Apr 5, 2012
Publication date	Aug 9, 2016
Grant date	Aug 9, 2016

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. A method comprising:
receiving device status data from a mobile device, wherein the device status data comprises information regarding one or more actions performed by a user of the mobile device prior to the support session being initiated, wherein the information regarding one or more actions performed by the user comprises at least one corrective action performed by the user and information regarding support information accessed by the user using one or more self-help tools, and wherein the device status information further comprises an indication of two or more applications installed on the mobile device;
determining, by a mobile device support apparatus, whether to escalate to a support session facilitated by a customer service representative based at least in part on the received device status data, based at least in part on a user sophistication level and a determination as to whether an escalation request generated in response to user selection of an escalation option was received, wherein the escalation option is presented via the mobile device;
if the determining whether to escalate results in the support session, selecting, by the mobile device support apparatus, a particular customer service representative from a plurality of customer service representatives to assign to the support session based at least in part on information regarding the plurality of customer support representatives and the at least one corrective action performed by the user, wherein the information regarding the plurality of customer service representatives comprises respective indications of the customer service representatives' experience with resolving faults arising from a particular device configuration;
assigning, by the mobile device support apparatus, the particular customer service representative to the support session; and
providing a record of the received device status data to the assigned customer service representative.

2. The method of claim 1 , further comprising determining, based at least in part on the received device status data, the user sophistication level.

3. The method of claim 2 , wherein determining the particular customer service representative is further based at least in part on the user sophistication level.

4. The method of claim 2 , further comprising causing an indication of the user sophistication level to be provided to the particular customer support representative.

5. The method of claim 1 , wherein the received device status data upon which the user sophistication level is determined comprises at least one of an application profile, a crash histories, support content accessed by the user of the mobile device, a rating of support content accessed by the user of the mobile device, or an indication of how frequently the user of the mobile device has accessed support content or engaged in a support session.

6. The method of claim 1 , wherein the information regarding support information accessed by the user comprises one or more indications of the user's satisfaction with the accessed support information.

7. The method of claim 1 , wherein the one or more corrective actions performed by the user comprise one or more actions performed in accordance with accessed support information.

8. The method of claim 1 , wherein the information regarding the plurality of customer service representatives comprises at least one of: languages spoken, fault resolution times, fault resolution success rates, or customer feedback.

9. The method of claim 1 , wherein determining the particular customer service representative comprises correlating the received device status data to the information regarding the plurality of customer support representatives.

10. The method of claim 1 , further comprising determining, based at least in part on the received device status data, one or more potential faults related to the mobile device; and
wherein the information regarding the plurality of customer service representatives comprises respective indications of the customer service representatives' experience with resolving the one or more potential faults.

11. The method of claim 1 , wherein the escalation option is presented via a support portal.

12. 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 device status data from a mobile device, wherein the device status data comprises information regarding one or more actions performed by a user of the mobile device prior to the support session being initiated, wherein the information regarding one or more actions performed by the user comprises at least one corrective action performed by the user and information regarding support information accessed by the user using one or more self-help tools, and
wherein the device status information further comprises an indication of two or more applications installed on the mobile device;
determine whether to escalate to a support session facilitated by a customer service representative based at least in part on the received device status data, based at least in part on a user sophistication level and a determination as to whether an escalation request generated in response to user selection of an escalation option was received, wherein the escalation option is presented via the mobile device;
initiate, in an instance in which a determination is made to escalate, a support session with the mobile device;
select a particular customer service representative from a plurality of customer service representatives to assign to the support session based at least in part on information regarding the plurality of customer support representatives and the at least one corrective action performed by the user, wherein the information regarding the plurality of customer service representatives comprises respective indications of the customer service representatives' experience with resolving faults arising from a particular device configuration;
assign the particular customer service representative to the support session; and
provide a record of the received device status data to the assigned customer service representative.

13. The apparatus of claim 12 , wherein the apparatus is further directed to determine, based at least in part on the received device status data, a user sophistication level.

14. A computer program product comprising a non-transitory computer-readable storage medium having program code portions stored therein, the program code portions being configured to, upon execution, direct an apparatus to at least:
receive device status data from a mobile device, wherein the device status data comprises information regarding one or more actions performed by a user of the mobile device prior to the support session being initiated, wherein the information regarding one or more actions performed by the user comprises at least one corrective action performed by the user and information regarding support information accessed by the user using one or more self-help tools, and wherein the device status information further comprises an indication of two or more applications installed on the mobile device;
determine whether to escalate to a support session facilitated by a customer service representative based at least in part on the received device status data, based at least in part on a user sophistication level and a determination as to whether an escalation request generated in response to user selection of an escalation option was

Assignees

• Assurant Inc

Inventors

• Hurst Cameron E
• Conrad Cassandra G

Classifications

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title

• H04W24/04

  Arrangements for maintaining operational condition · CPC title

• H04L41/069

  using logs of notifications; Post-processing of notifications · CPC title

• H04L41/0253

  using browsers or web-pages for accessing management information · CPC title

• H04M2250/56

  including a user help function · CPC title