Dynamic mobile device feedback methods, systems, and apparatus

Patent metadata

Field	Value
Publication number	US-9674638-B2
Application number	US-201414341050-A
Country	US
Kind code	B2
Filing date	Jul 25, 2014
Priority date	Jul 25, 2014
Publication date	Jun 6, 2017
Grant date	Jun 6, 2017

Abstract

A dynamic mobile device feedback system is described. Feedback may be obtained using a device feedback client residing on the mobile device and a feedback server remote to the mobile device. The device feedback client may receive feedback solicitation inquiries (invitations/queries) and presentation rules from the feedback server, monitor the mobile device, identify trigger events associated with the mobile device, present the feedback solicitation inquiries in accordance with the presentation rules, and receive feedback from the user of the mobile device. The feedback may be sent to the feedback server for further processing.

First claim

What is claimed is:

1. A method, comprising:
receiving, by a device feedback client residing on a mobile device and from a feedback server, feedback solicitation inquiries and presentation rules;
identifying, by the device feedback client, a trigger event associated with the mobile device;
presenting, by the mobile device, the feedback solicitation inquiries in accordance with the presentation rules based on the trigger event;
receiving, by the device feedback client, a response to the feedback solicitation inquiries from a user of the mobile device;
transmitting, by the mobile device, the response to the feedback solicitation inquiries to the feedback server,
the feedback server identifying an issue associated with the mobile device based on the received response; and

receiving, from the feedback server, a proposed solution to the issue,
the proposed solution obtained by posting the issue to a network forum.

2. The method of claim 1 , where the feedback solicitation inquiries comprise an invitation and a survey.

3. The method of claim 2 ,
where presenting the feedback solicitation inquiries includes:
presenting the invitation by the mobile device in accordance with the presentation rules; and

the method further comprising:
receiving an affirmative response based on the presented invitation by the mobile device; and
presenting the survey based on the affirmative response in accordance with the presentation rules.

4. The method of claim 3 , where the affirmative response is a verbal affirmative response; and
where the method further comprises:
converting the verbal affirmative response to an electronic response for processing by the device feedback client.

5. The method of claim 1 , further comprising:
converting at least one of the feedback solicitation inquiries to speech; and
where presenting the feedback solicitation inquiries includes:
verbally presenting the converted at least one of the feedback solicitation inquiries.

6. The method of claim 1 ,
where the feedback solicitation inquiries comprise a survey, and
where the method further comprises:
receiving, by the device feedback client, a particular response to the survey from the user of the mobile device; and
recording the particular response.

7. The method of claim 6 , further comprising:
transmitting the response to the feedback server.

8. The method of claim 1 ,
where the trigger event is an action performed on the mobile device by the user, and
where the feedback solicitation inquiries comprise a survey including at least one selection option for selection of a pre-defined feedback statement by the user that is presented based on the performed action.

9. A mobile device, comprising:
a memory component;
a device feedback client stored in the memory component;
a transceiver;
a user interface; and
a processor coupled to the memory component, the transceiver, and the user interface, the processor to:
implement the device feedback client to receive feedback solicitation inquiries and presentation rules via the transceiver from a feedback server,
identify, based on monitoring the mobile device, a trigger event associated with the mobile device,

present, via the user interface and based on identifying the trigger event, the feedback solicitation inquiries in accordance with the presentation rules,
receive, based on presenting the feedback solicitation inquiries, a response to the feedback solicitation inquiries from a user of the mobile device, and
transmit the response to the feedback solicitation inquiries to the feedback server,
the feedback server identifying an issue associated with the mobile device based on the received response; and

receive, from the feedback server, a proposed solution to the issue,
the proposed solution obtained by posting the issue to a network forum.

10. The mobile device of claim 9 , where the feedback solicitation inquiries comprise an invitation and a survey.

11. The mobile device of claim 10 , where the processor, when presenting the feedback solicitation inquiries, is to:
present the invitation in accordance with the presentation rules, and

where the processor is further to:
receive an affirmative response based on the presented invitation by the mobile device, and
present the survey based on the affirmative response in accordance with the presentation rules.

12. The mobile device of claim 11 , where the affirmative response is a verbal affirmative response, and
where the processor is further to:
convert the verbal affirmative response to an electronic response.

13. The mobile device of claim 9 , further comprising:
a speech converter coupled to the processor, the speech converter to convert at least one of the feedback solicitation inquiries to a verbal inquiry; and
a speaker coupled to the speech converter to verbally present the verbal inquiry to the user of the mobile device.

14. The mobile device of claim 9 ,
where the feedback solicitation inquiries comprise a survey, and
where the processor is further to:
implement the device feedback client to receive a particular response from the user of the mobile device and record the particular response.

15. The mobile device of claim 14 ,
where the processor, when transmitting the response to the feedback solicitation inquiries, is to:
implement the device feedback client to collect information about the mobile device, and
transmit via the transceiver the particular response and the information about the mobile device to the feedback server.

16. The mobile device of claim 9 ,
where the trigger event is an action performed on the mobile device by the user, and
where the feedback solicitation inquiries comprise a survey including at least one selection option for selection of a pre-defined feedback statement by the user that is presented based on the performed action.

17. A system, comprising:
a mobile device including a device feedback client to:
communicate with a feedback server,
the feedback server generating feedback solicitation inquiries and presentation rules,

receive the feedback solicitation inquiries and the presentation rules from the feedback server,
identify a trigger event associated with the mobile device,
present the feedback solicitation inquiries, in accordance with the presentation rules based on the trigger event, to a user of the mobile device,
receive a response to the feedback solicitation inquiries from the user of the mobile device,
transmit the response to the feedback solicitation inquiries to the feedback server;
the feedback server identifying an issue associated with the mobile device based on the received response, and

receive, from the feedback server, a proposed solution to the issue,
the proposed solution obtained by posting the issue to a network forum.

18. The system of claim 17 , where the device feedback client when transmitting the response to the feedback solicitation inquiries, is to:
collect information about the mobile device and transmit the information about the mobile device to the feedback server.

19. The system of claim 18 , where the feedback server includes:
other information related to the mobile device collected from at least one source other than the mobile device,
the other information integrated with the collected mobile device information.

20. The system of claim 17 , where the feedback server, when identifying the issue associated with the mobile device, is to:
identify the issue

Assignees

• Verizon Patent & Licensing Inc

Inventors

• Angiolillo Joel S
• Mahajan Amit
• Moon Hannah Y
• Morley Dorothy Beau
• Bersano Elizabeth

Classifications

• G06Q30/016

  After-sales · CPC title

• G06Q30/0203

  Market surveys; Market polls · CPC title

• H04W24/08

  Testing, {supervising or monitoring} using real traffic · CPC title

• H04W4/001 Primary

  Electricity · mapped topic

• H04W4/50 Primary

  Service provisioning or reconfiguring · CPC title