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US 10,873,850 B2Granted
System, method, apparatus, and computer program product for providing mobile device support services
AssigneeAssurant, Inc.
InventorsCameron E. Hurst, Cassandra G. Conrad
Life of this patent
Estimating the term…
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 device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.
Claims37
A method comprising:
- receiving device status data from a mobile device prior to a support session being initiated, wherein the device status data comprises a set of system log information and a set of device usage information;
- determining, by a mobile device support apparatus, one or more potential faults related to the mobile device based at least in part on the device status data, wherein determining the one or more potential faults comprises comparing the device status data with one or more fault profiles generated based on aggregated device status data from a plurality of other mobile devices, and wherein the one or more fault profiles comprise statistical information related to a probability that a particular device configuration or a particular aspect of a device configuration may give rise to one or more particular faults;
- determining, by the mobile device support apparatus, a sophistication level of a user of the mobile device based at least in part on the device status data;
- determining, by the mobile device support apparatus, whether to escalate to a support session facilitated by a customer service representative, wherein the determination whether to escalate to a support session facilitated by a customer service representative is based at least in part on the one or more potential faults related to the mobile device, the determined sophistication level of the user, and the device status data;
- selecting, by the mobile device support apparatus, a particular customer service representative to assign to the support session based at least in part on information regarding a plurality of customer support representatives, the one or more potential faults related to the mobile device and the device status data;
- assigning the particular customer service representative to the support session;
- and
- rendering an interface comprising a record of the received device status data and an identification of the one or more potential faults to the assigned customer service representative.
5 more elements
An apparatus comprising at least one processor and at least one memory coupled to the processor, wherein the processor is configured to:
- receive device status data from a mobile device prior to a support session being initiated, wherein the device status data comprises a set of system log information and a set of device usage information;
- determine one or more potential faults related to the mobile device based at least in part on the device status data, wherein determining the one or more potential faults comprises comparing the device status data with one or more fault profiles generated based on aggregated device status data from a plurality of other mobile devices, and wherein the one or more fault profiles comprise statistical information related to a probability that a particular device configuration or a particular aspect of a device configuration may give rise to one or more particular faults;
- determine a sophistication level of a user of the mobile device based at least in part on the device status data;
- determine whether to escalate to a support session facilitated by a customer service representative based at least in part on the one or more potential faults related to the mobile device, wherein the determination whether to escalate to a support session facilitated by a customer service representative is based at least in part on the one or more potential faults related to the mobile device, the determined sophistication level of the user, and the device status data;
- select a particular customer service representative to assign to the support session based at least in part on information regarding a plurality of customer support representatives and the one or more potential faults related to the mobile device;
- assign the particular customer service representative to the support session;
- and
- render an interface comprising a record of the received device status data and an identification of the one or more potential faults to the assigned customer service representative.
5 more elements
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 prior to a support session being initiated, wherein the device status data comprises a set of system log information and a set of device usage information;
- determine one or more potential faults related to the mobile device based at least in part on the device status data, wherein determining the one or more potential faults comprises comparing the device status data with one or more fault profiles generated based on aggregated device status data from a plurality of other mobile devices, and wherein the one or more fault profiles comprise statistical information related to a probability that a particular device configuration or a particular aspect of a device configuration may give rise to one or more particular faults;
- determine a sophistication level of a user of the mobile device based at least in part on the device status data;
- determine whether to escalate to a support session facilitated by a customer service representative based at least in part on the one or more potential faults related to the mobile device, wherein the determination whether to escalate to a support session facilitated by a customer service representative is based at least in part on the one or more potential faults related to the mobile device, the determined sophistication level of the user, and the device status data;
- select a particular customer service representative to assign to the support session based at least in part on information regarding a plurality of customer support representatives and the one or more potential faults related to the mobile device;
- assign the particular customer service representative to the support session;
- and
- render an interface comprising a record of the received device status data and an identification of the one or more potential faults to the assigned customer service representative.
5 more elements
Dependencies are inferred from the claim text.