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US 12,608,715 B2Granted
Guided computing device repair systems, methods, and apparatus
AssigneeAssurant, Inc.
InventorsMircea Ionescu, Patrick Scott Mclaughlin, Ryan Joseph Turner, Cameron Messier, Anthony Glyadchenko
Life of this patent
Estimating the term…
Abstract
Embodiments of the present disclosure provided herein include methods, computer readable mediums, apparatus, and systems for facilitating diagnosis and repair of one or more performance states associated with a computing device.
Claims22
A method comprising:
- initiating a support session between customer service system and a first mobile computing device;
- receiving, at the customer service system, a first data set associated with the first mobile computing device, the first data set being associated with at least one performance state for the first mobile computing device;
- displaying, via a display associated with the customer service system, a first graphical user interface comprising visual representations associated with at least one of a plurality of operational categories including a first operational category, wherein a visual representation associated with the first operational category comprises a first visual representation of a first diagnostic indicator indicating a problem associated with the first operational category based on the at least one performance state;
- and
- displaying, at the first graphical user interface of the customer service system, one or more performance prompts comprising one or more diagnostic messages providing a first guidance to resolve the problem associated with the first operational category;
- displaying, via the display of the customer service system and for each performance prompt, a feedback icon rendered at or adjacent to each of the one or more performance prompts on the first graphical user interface on a screen, wherein a selection via the feedback icon is configured to trigger an indication that the first guidance to resolve the problem associated with the first operational category was unsuccessful;
- determining, by the customer service system and in response to an indication that the first guidance was unsuccessful, one or more additional diagnostic messages comprising additional guidance to resolve the problem associated with the first operational category;
- and
- in response to the indication that the first guidance was unsuccessful, automatically updating the screen to display the one or more additional diagnostic messages.
6 more elements
A customer service system comprising:
- a server;
- a database configured to communicate with the server;
- a client terminal located remotely from a first computing device, wherein the client terminal is configured to communicate with the server and the database;
- wherein the server is configured to:
- initiate a support session between customer service system and a first mobile computing device;
- receive, at the customer service system, a first data set associated with the first mobile computing device, the first data set being associated with at least one performance state for the first mobile computing device;
- display, via a display associated with the customer service system, a first graphical user interface comprising visual representations associated with at least one of a plurality of operational categories including a first operational category, wherein a visual representation associated with the first operational category comprises a first visual representation of a first diagnostic indicator indicating a problem associated with the first operational category based on the at least one performance state;
- and
- display, at the first graphical user interface of the customer service system, one or more performance prompts comprising one or more diagnostic messages providing a first guidance to resolve the problem associated with the first operational category;
- display, via the display of the customer service system and for each performance prompt, a feedback icon rendered at or adjacent to each of the one or more performance prompts on the first graphical user interface on a screen, wherein a selection via the feedback icon is configured to trigger an indication that the first guidance to resolve the problem associated with the first operational category was unsuccessful;
- determine one or more additional diagnostic messages comprising additional guidance to resolve the problem associated with the first operational category;
- and
- in response to the indication that the first guidance was unsuccessful, automatically update the screen to display the one or more additional diagnostic messages.
10 more elements
A customer service apparatus is provided comprising at least a processor and a memory associated with the processor having computer coded instructions therein, with the computer coded instructions configured to, when executed by the processor, cause the customer service apparatus to:
- initiate a support session with a first mobile computing device;
- receive, at the customer service apparatus, a first data set associated with the first mobile computing device, the first data set being associated with at least one performance state for the first mobile computing device;
- display, via a display associated with the customer service apparatus, a first graphical user interface comprising visual representations associated with at least one of a plurality of operational categories including a first operational category, wherein a visual representation associated with the first operational category comprises a first visual representation of a first diagnostic indicator indicating a problem associated with the first operational category based on the at least one performance state;
- and
- display, at the first graphical user interface of the customer service apparatus, one or more performance prompts comprising one or more diagnostic messages providing a first guidance to resolve the problem associated with the first operational category;
- display, via the display of the customer service apparatus and for each performance prompt, a feedback icon rendered at or adjacent to each of the one or more performance prompts on the first graphical user interface on a screen, wherein selection via the feedback icon is configured to trigger an indication that the first guidance to resolve the problem associated with the first operational category was unsuccessful;
- determine one or more additional diagnostic messages comprising additional guidance to resolve the problem associated with the first operational category;
- and
- in response to the indication that the first guidance was unsuccessful, automatically update the screen to display the one or more additional diagnostic messages.
6 more elements
Dependencies are inferred from the claim text.