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US 11,601,801 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
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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.
Claims20
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.
11 more elements
A method comprising:
- receiving device status data from a mobile device;
- determining at least one fault of the mobile device based at least in part on the device status data;
- initiating a support session, the support session interfacing a customer service representative with a user associated with the mobile device;
- providing an indication of the at least one fault of the mobile device to the customer service representative during the support session;
- receiving 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 particular 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;
- determining a first device type associated with the mobile device;
- aggregating 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;
- identifying 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, causing 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.
11 more elements
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;
- 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, based at least in part on the device status data, at least one fault profile representing at least one fault of the mobile device based at least in part on similarities between the plurality of solution implementation results data determined to increase a probability of giving rise to one or more device faults;
- 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;
- 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;
- and
- 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.
9 more elements
Dependencies are inferred from the claim text.