# US 10,873,850 B2 · System, method, apparatus, and computer program product for providing mobile device support services > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,873,850 B2 - Document ID: US10873850B2 - Status: Granted - Kind: B2 - Application number: 15/934,189 - Filed: 2018-03-23 - Published: 2019-01-03 - Granted: 2020-12-22 - Earliest claimed: 2012-04-05 - Assignees: Assurant, Inc. - Applicants: Assurant, Inc. - Inventors: Cameron E. Hurst; Cassandra G. Conrad - Web page: https://patentgrep.com/patent/US10873850B2 ## CPC - H04W 8/24: Transfer of terminal data - G06F 11/0742: {in a data processing system embedded in a mobile device, e.g. mobile phones, handheld devices} - G06F 11/0748: {in a remote unit communicating with a single-box computer node experiencing an error/fault (remote testing G06F11/2294)} - G06F 11/0793: {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)} - G06Q 10/20: Administration of product repair or maintenance - G06Q 30/016: After-sales - H04L 41/5064: {Customer relationship management} - H04M 3/5232: {Call distribution algorithms} - G06Q 40/08: Insurance - H04L 41/0253: using browsers or web-pages for accessing management information - H04L 41/069: using logs of notifications; Post-processing of notifications - H04L 41/0883: {Semiautomatic configuration, e.g. proposals from system} - H04L 41/18: Delegation of network management function, e.g. customer network management [CNM] - H04L 41/22: comprising specially adapted graphical user interfaces [GUI] - H04L 41/5074: Handling of user complaints or trouble tickets - H04L 67/535: {Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34)} - H04L 67/54: Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users - H04M 2250/56: including a user help function - H04W 4/60: Subscription-based services using application servers or record carriers, e.g. SIM application toolkits - H04W 24/04: Arrangements for maintaining operational condition - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The method of claim 1, wherein the device status data further comprises information regarding one or more corrective actions performed by a user of the mobile device prior to the support session being initiated. ### Claim 3 (depends on 2) The method of claim 2, wherein the information regarding the one or more corrective actions performed by the user of the mobile device comprises information regarding support information accessed by the user. ### Claim 4 (depends on 3) The method of claim 3, 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. ### Claim 5 (depends on 3) The method of claim 3, wherein the information regarding one or more corrective actions performed by the user of the mobile device comprise indications of one or more corrective actions performed by the user. ### Claim 6 (depends on 5) The method of claim 5, wherein the one or more corrective actions performed by the user comprise using one or more self-help tools. ### Claim 7 (depends on 5) The method of claim 5, wherein the one or more corrective actions performed by the user comprise one or more actions performed in accordance with accessed support information. ### Claim 8 (depends on 1) The method of claim 1, further comprising: causing support information associated with the one or more potential faults to be displayed by the user, wherein the support information is based at least in part on the sophistication level of the user of the mobile device. ### Claim 9 (depends on 8) The method of claim 8, wherein the support information comprises probability information, and wherein the probability information comprises one or more probabilities that implementing one or more solutions will cure at least one of the one or more potential faults. ### Claim 10 (depends on 1) The method of claim 1, wherein the mobile device status data comprises an indication of how frequently the user of the mobile device has previously accessed support content or engaged in a support session. ### Claim 11 (depends on 10) The method of claim 10, wherein the mobile device status data further comprises data associated with at least one of: one or more application profiles, one or more crash histories, support content accessed by the user of the mobile device, and one or more of the user's ratings of support content the user has previously accessed. ### Claim 12 (depends on 1) The method of claim 1, further comprising: causing support information associated with the one or more potential faults to be presented to the user via the interface, wherein the support information comprises one or more solutions for the one or more potential faults and one or more probabilities of the one or more solutions successfully resolving the one or more potential faults. ### Claim 13 (depends on 1) The method of claim 1, wherein the determination whether to escalate to a support session facilitated by a customer service representative is automatically made based at least in part on a determined severity of the one or more potential faults related to the mobile device and the device status data. ### Claim 14 (depends on 1) The method of claim 1, wherein the determination to escalate to a support session facilitated by a customer service representative is made more quickly in an instance in which the sophistication level is below a predefined threshold. ### Claim 15 (depends on 1) The method of claim 1, wherein selecting the particular customer service representative to assign to the support session is further based at least in part on an experience level of the customer service representative in resolving the determined one or more potential faults. ### Claim 16 (depends on 15) The method of claim 15, wherein selecting the particular customer service representative to assign to the support session is further based on the sophistication level of the user of the mobile device. ### Claim 17 (depends on 1) The method of claim 1, wherein selecting the particular customer service representative to assign to the support session is further based at least in part on the determined sophistication level of a user of the mobile device. ### Claim 18 (depends on 1) The method of claim 1, further comprising: causing the interface to display the sophistication level of the user of the mobile device to the assigned customer service representative. ### Claim 19 (depends on 1) The method of claim 1, further comprising: determining a probability of resolving the one or more potential faults based at least in part on the sophistication level of the user, wherein the determination whether to escalate to a support session facilitated by a customer service representative is further based on the probability of resolving the one or more potential faults. ### Claim 20 (depends on 1) The method of claim 1, wherein the device status data comprises an application profile including one or more of an identification of applications installed on the mobile device, configuration settings for applications installed on the mobile device, or processor and/or memory usage of applications installed on the mobile device. ### Claim 21 (depends on 20) The method of claim 20, wherein the sophistication level of the user and the one or more potential faults related to the mobile device are each determined, at least in part, based on the application profile. ### Claim 22 (depends on 20) The method of claim 20, wherein the aggregated device status data includes a plurality of application profiles associated with the plurality of other mobile devices. ### Claim 23 (depends on 22) The method of claim 22, wherein the one or more fault profiles comprise statistical information related to a probability that a particular application profile may give rise to one or more particular faults. ### Claim 24 (depends on 22) The method of claim 22, wherein the sophistication level of the user and the one or more potential faults related to the mobile device are each determined, at least in part, based on the application profile. ### Claim 25 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. ### Claim 26 (depends on 25) The apparatus of claim 25, wherein the device status data further comprises information regarding one or more corrective actions performed by a user of the mobile device prior to the support session being initiated. ### Claim 27 (depends on 26) The apparatus of claim 26, wherein the information regarding the one or more corrective actions performed by the user of the mobile device comprises information regarding support information accessed by the user. ### Claim 28 (depends on 27) The apparatus of claim 27, 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. ### Claim 29 (depends on 26) The apparatus of claim 26, wherein the information regarding one or more corrective actions performed by the user of the mobile device comprises indications of one or more corrective actions performed by the user. ### Claim 30 (depends on 29) The apparatus of claim 29, wherein the one or more corrective actions performed by the user comprises using one or more self-help tools. ### Claim 31 (depends on 29) The apparatus of claim 29, wherein the one or more corrective actions performed by the user comprises one or more actions performed in accordance with accessed support information. ### Claim 32 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. ### Claim 33 (depends on 32) The computer program product of claim 32, wherein the device status data further comprises information regarding one or more corrective actions performed by a user of the mobile device prior to the support session being initiated. ### Claim 34 (depends on 33) The computer program product of claim 33, wherein the information regarding one or more corrective actions performed by the user of the mobile device comprises information regarding support information accessed by the user. ### Claim 35 (depends on 34) The computer program product of claim 34, 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. ### Claim 36 (depends on 33) The computer program product of claim 33, wherein the information regarding one or more corrective actions performed by the user of the mobile device comprise indications of one or more corrective actions performed by the user. ### Claim 37 (depends on 36) The computer program product of claim 36, wherein the one or more corrective actions performed by the user comprise using one or more self-help tools.