Systems, methods, apparatus, and computer program products for providing mobile device support services

Abstract

We provide systems, methods, apparatus, and computer program products for providing mobile device support services that easily reduce the occurrence of non-reproducible failures (NFF) returns. [Solution] The method includes monitoring the status of a mobile device, and additionally performing a device diagnostic based at least in part on the captured device status data to identify potential failures that may affect the functionality of the mobile device, providing instructions for the identified failures, receiving information on the results of solution implementation, determining a solution for the identified failures, and determining the probability that the implementation of the solution will resolve one or more of the identified failures.

Description

Technical Field

[0001] Embodiments of the present invention generally relate to computer technology, and more particularly to mobile devices systems, methods, apparatuses, and computer programs for providing support services relate to ram products.

Background Art

[0002] As computer technology continues to develop rapidly, mobile computing devices usage has become substantially universal among consumers of all socioeconomic classes. Smart phones, tablet computing devices, and the like, today's mobile computing devices have power and functionality that was previously only available on the most powerful personal computers In particular, Apple iOS (registered trademark), And roid (registered trademark), Windows (registered trademark) Phone, Blackberry (registered trademark), and the like, a number of mobile computing platforms currently allow users to install various applications on their mobile devices In some cases, these applications can be supervised through application stores, but applications available from application stores reviews of the quality and integrity of applications may not fully guarantee the security and and interoperability of mobile applications. Furthermore, in many cases, users can obtain applications from sources other than supervised application stores can download and install applications onto their mobile devices from such sources. Therefore, some kind of There are questions regarding the quality and relative safety of using mobile applications.

[0003] In addition, mobile computing devices have the same processing power as personal computers. And as you get closer to the functionality, you get a factory-fresh device that works just as advertised. And the phenomenon of replacing it with a lower-performance device is occurring more and more frequently. In relation to this, Users encounter too many applications that are malfunctioning or malicious. Loading this changes their previously working equipment to equipment that appears to be non-functional. It is possible. As another example, a user may have to use a combination of applications that are incompatible with each other. It may stall, which could seriously affect the performance of the device. As a result, Mobile device owners report hardware failures of their devices in a place where there are no obstacles. There is a new trend in reporting.

[0004] Manufacturers, telecommunications operators, mobile operators, retailers, wholesalers, and other industries Providers often use the term "No Fault Found," or N. FF will bear the financial and customer satisfaction burden resulting from the return of mobile devices. In most cases, even if there is no hardware failure, the problem is experienced by the consumer. Even if the issue is entirely caused by an application(s) installed on the device, Where the customer is still protected by a warranty, extended warranty, insurance, or similar. In that case, the equipment needs to be replaced with new equipment or equipment that has been repaired and adjusted. North America And in Europe alone, this issue is estimated to cost approximately $1 billion. NFF return issue The exorbitant costs mentioned in the title are a result of industry providers passing on the cost of NFF returns to consumers. Not only will consumer costs for electronic devices and mobile device services increase, but This results in a decrease in profit margins for industrial providers. [Overview of the Initiative]

[0005] This specification describes systems, methods, and apparatus for providing mobile device support services. And computer program products are provided. In this regard, several embodiments are provided. This involves performing a diagnosis and finding solutions for non-hardware issues that affect mobile device performance. By providing solutions, the occurrence of NFF returns is reduced. Several embodiments The example, in addition, facilitates the diagnosis of hardware problems and provides suggestions for addressing them. The system provides a solution. Some of the systems in such embodiments are mobile A mobile device configured to provide remote monitoring and / or diagnostics for the equipment. Includes port device. Therefore, mobile device provided by several embodiments The port device allows mobile device users to identify potential problems on their mobile devices. To provide advance notification of the issue and solutions therefor, advance equipment monitoring (pro Provides active device monitoring. Additional or alternative. In some embodiments, the mobile device support device allows users to use their mobile It provides an accessible portal to facilitate the diagnosis of problems encountered with the equipment.

[0006] Some embodiments provide a mobile application that is available on mobile devices. may be implemented above. The mobile application of some example embodiments is installed on a mobile device that provides diagnosis of and solutions for problems potentially affecting performance as a stand-alone application configured to do so. Additionally or alternatively, the mobile application of some example embodiments potentially affects the performance of a mobile device to facilitate remote analysis and diagnosis of any problem that affects mobile device performance by monitoring mobile device performance and transmitting the monitored data to a mobile device support apparatus, so that it is configured to operate in conjunction with the mobile device support apparatus.

[0007] Some example embodiments further provide identification and elevation of problems that cannot be easily diagnosed, and / or cannot be easily resolved without involving customer service personnel, and / or may require physical device repair In this regard, such exemplary embodiments allow human experts who may potentially be more capable of solving problems to support mobile device users by facilitating elevation of support issues to a customer service center. Consequently some example embodiments use a combination of remote diagnostic tools, knowledge bases and customer service professionals that all work in harmony. The system of such example embodiments can automatically identify device performance problems and / or determine the cause of consumer dissatisfaction with the behavior and performance of their own device and, where possible, automatically repair the device, eliminating the need for consumers to return the defective device that they have identified as faulty. This provides an intelligent engine capable of doing so. If the device cannot be automatically repaired using self-help tools, some implementations ​The system according to the exemplary embodiment potentially recommends to a user that a session be escalated to a human expert who is more capable of solving the problem.

[0008] Some exemplary embodiments also provide backup and restore functions for mobile devi ces. In this regard, some exemplary embodiments maintain records of applications insta lled on a mobile device, to facilitate restoring the mobile device to the last known op erating state based on said records, and / or are configured to use records of applicati ons installed on a user's mobile device to configure a new mobile device obtained by th e user or a replacement mobile device, thereby providing a mobile device support devi ce. The backup and restore functions provided by some such exemplary embodiments addi tionally, in addition to installing / reinstalling applications, provide restoration of modifications made to an application by a user after the original application downloa d and / or application configuration settings made by the user, and / or provide device c onfiguration settings made by the user.

[0009] Some exemplary embodiments additionally provide a destructive process that can be tri ggered to lock a lost or stolen mobile device and / or wipe the memory thereof. As a re sult, such exemplary embodiments facilitate protecting personal data from theft or u nauthorized use by unauthorized third parties who may obtain a lost or stolen device.

[0010] The foregoing Summary of the Invention is provided to give a basic understanding of ce This is provided solely for the purpose of summarizing some examples of embodiments of the invention. As a result, the aforementioned embodiments Examples of form are merely examples and should not be construed as narrowing the scope or spirit of this disclosure in any way. It will be understood that this is not the case. The scope of this disclosure encompasses a number of potential embodiments. It is understood that some of these, in addition to those summarized here, are further explained below. This will be explained in detail.

[0011] The embodiments of the present invention have been described in general terms as described above, but now refer to the attached figures. Furthermore, they are not necessarily drawn to a consistent scale. [Brief explanation of the drawing]

[0012] [Figure 1] A diagram illustrating a system for providing mobile device support services according to several embodiments. [Figure 2] This diagram shows a block diagram of a mobile device support device according to several embodiments. [Figure 3] A diagram showing a block diagram of a mobile device according to several embodiments. [Figure 4] Figure showing an example of a diagnostic alert interface that may be provided according to several embodiments. [Figure 5] Figure showing examples of diagnostic and solution user interfaces that may be provided according to several embodiments. [Figure 6] This figure shows an example of a user interface that allows a user to access equipment support services, according to several embodiments. [Figure 7] A diagram showing an example user interface for a mobile device support portal provided according to several embodiments. [Figure 8] A diagram showing an example user interface for a mobile device support portal provided according to several embodiments. [Figure 9] A diagram showing an example user interface for a mobile device support portal provided according to several embodiments. [Figure 10] A diagram showing an example user interface for a mobile device support portal provided according to several embodiments. [Figure 11] Flowchart illustrating a method for providing mobile device support services according to several embodiments. [Figure 12] Flowchart showing an example method for performing equipment diagnostics according to several embodiments. [Figure 13] Flowchart illustrating an example method for providing backup and restore services according to several embodiments. [Figure 14] Flowchart of an example method for providing a support session according to several embodiments [Modes for carrying out the invention]

[0013] Some embodiments of the present invention are described more fully below with reference to the accompanying figures. However, the figures show only some, not all, embodiments of the present invention. Various embodiments of this can be carried out in numerous different forms, and are not limited to the embodiments described herein. These embodiments should not be interpreted as such, but rather, they are subject to the law applicable to this disclosure. Provided to satisfy the necessary requirements. Similar reference numbers are used to represent similar elements through the diagram. To point.

[0014] In this specification, the terms "data," "content," "information," and similar terms are used in various ways. According to the embodiments, it is possible to capture, transmit, receive, display and / or store They may be used interchangeably to refer to the data. Therefore, any use of such terms is not permitted. This should not be considered to limit the spirit and scope of the disclosure. Furthermore, in this specification, the Comp It is explained that the routing device receives data from another computing device. In this case, the data may be received directly from another computing device, or, for example, One or more servers, repeaters, routers, network access points, base stations One or more relay computing devices, such as stations and / or similar devices. It will be understood that it may be received indirectly via the device. Similarly, in this specification, It is explained that one computing device sends data to another computing device. In that case, the data can be sent directly to another computing device, or, for example, One or more servers, repeaters, routers, network access points, base stations One or more relay computing devices, such as stations and / or similar devices. It will be understood that it may be transmitted indirectly via the device.

[0015] [System Overview] Figure 1 shows how to provide a mobile device support service according to several embodiments. System 100 is shown. Examples in System 100 and other figures are, respectively, implemented. These are provided as examples of various forms, and do not in any way imply the scope or spirit of this disclosure. It will be understood that this should not be interpreted as narrowing the scope. In this regard, the scope of this disclosure This includes numerous potential embodiments in addition to those illustrated and described herein. Therefore, Figure 1 shows an example configuration of a system for providing mobile device support services. While this is shown, numerous other configurations can also be used to implement embodiments of the present invention.

[0016] System 100 may include a mobile device support device 102, which is described herein. According to one or more examples of embodiments shown, a mobile device support service is provided in one or more cases. It can be configured to provide to multiple mobile devices 104 via the network 106. The mobile device support device 102 is one or more servers, server clusters. , one or more network nodes, cloud computing infrastructure Kucha, one or more desktop computers, one or more laptops This may include computer systems, any combination thereof, or similar devices.

[0017] As shown in Figure 1, the system 100 may include one or more mobile devices 104. Figure 1 shows three such mobile devices 104, but system 100 is additional. This illustration may include mobile devices 104 or fewer mobile devices 104. It will be understood that this is an example, not an limitation. Mobile device 10 4. Examples that are not limited to mobile phones, smartphones, mobile communication devices, tablets Computing devices, digital cameras / camcorders, mobile music / video players - A hacker, mobile digital video recorder, any combination thereof, or similar devices. It can be implemented as any mobile computing device.

[0018] In various embodiments, the mobile device 104 has various wireless and / or wired connections. It can be configured to connect to network 106 via this. For example, mobile device 1 04 provides mobile communication connectivity and wireless local area network connectivity to network 106. , configured to be accessed via Ethernet connection and / or similar Therefore, network 106 is a wired network, a wireless network (for example). Mobile communication networks, wireless local area networks, wireless wide area networks Work, any combination thereof, or similar, may include several combinations thereof. In one embodiment, at least a portion of the Internet is included.

[0019] In some embodiments, the mobile device support device 102 and the mobile device 10 4. Mobile device support service according to one or more embodiments. To facilitate provision to the mobile device 104 by the device support device 102, It may be configured to communicate with each other through workpiece 106. Mobile device support device 1 02 includes, for example, wireless communication operators, mobile device manufacturers, and mobile device warranty providers. , mobile device insurance companies, and / or mobile device users, providing support services It can be sustained by other entities that can provide it.

[0020] In some embodiments, the system 100 includes one or more user terminals 108. It can be seen. User terminal 108, via network 106, mobile device support This may include any computing device that can be used to communicate with device 102. In this regard, in some embodiments, the user terminal 108 is a mobile device used by the user. To enable access to support services for device 104, several measures will be implemented. The mobile device support device 102 in this example configuration connects the user terminal 108 to the network 1 Websites and / or other support portals that can be delivered remotely via 06. It can be used to access. As an example, user terminal 108 is a Desktop computers, laptop computers, mobile devices, workstations This may include n, or similar items.

[0021] In some embodiments, System 100 additionally includes a customer service center device. 110 may be included. Customer service center equipment is a mobile device for live customer service. To facilitate provision to users, wireless communication operators, mobile device manufacturers, mobile Used by equipment warranty providers, mobile device insurance companies, and / or other entities. This may include any or more computing devices obtained. For example, the customer service center device 110 is used by one or more customer service representatives This may be implemented in the call center or other support center to which you may be assigned, and may involve customer service. This is used to facilitate communication between mobile device users and customer service representatives. Possible applications include telephone calls, Voice over Internet Protocol (VoIP), and web chat. via text chat, email, video calls, and / or other communication technologies. It can communicate with mobile device users.

[0022] In some embodiments, including the customer service center device 110, mobile device support The device 102 connects to the customer service center device 110 via the network 106, etc. It may be configured to communicate with a mobile device. As another example, in some embodiments, The device support device 102 and the customer service center device 110 can communicate directly with each other. In addition, the mobile device support device 102 and the customer service center device 110 are common. The computing device or group of computing devices is located in the same location. It is possible. In embodiments including a customer service center device 110, mobile device support Device 102 escalates the device support session to a human customer service representative. The record of previously collected device diagnostic information for the mobile device 104 is used in the live device During a device support session, the customer will be able to access it through the customer service representative. Provided to the service center device 110 and already executed by the user of the mobile device 104 To provide a record of the corrective actions taken and / or to do the same, customer service It can be configured to communicate with the customer service center device 110. The VisCenter device 110 communicates with customer service representatives during live equipment support sessions. To facilitate communication with mobile device users, mobile devices 104 and / or Alternatively, it may be further configured to communicate with the user terminal 108.

[0023] Figure 2 shows a block of the mobile device support device 102 according to several embodiments. A diagram is shown. However, the components, devices, or elements shown in Figure 2 and described below are not relevant. It should be noted that the elements are not essential, and therefore some may be omitted in certain embodiments. Yes. In addition, several embodiments are shown in Figure 2 and described therein, It may include additional or different components, devices, or elements.

[0024] Referring now to Figure 2, the mobile device support device 102 is as disclosed herein. Processing circuit 210 configured to perform operations according to one or more embodiments. This may include, or otherwise may communicate with the processing circuit 210. In this regard, processing Circuit 210 is used in one of the mobile device support devices 102 or according to various embodiments. It can be configured to perform and / or control the performance of multiple functions, and therefore various Means for performing the functions of the mobile device support device 102 can be provided according to the embodiment example. The processing circuit 210 performs data processing and application processing according to one or more embodiments. It can be configured to perform execution and / or other processing and management services. In some embodiments, the processing circuit 210 and other components of the mobile device support device 102 are also included. Those parts (or components) or components (or elements) are considered a chip or chipset. This can be implemented by, or may include, a chip or chipset. That is, mobile The equipment support device 102 or processing circuit 210 includes materials, components and / or wires. -Includes on a structural assembly (e.g., baseboard), one or more physical packages It may include (for example, chips). The structural assembly has physical strength, maintains size, and / Alternatively, it may provide limitations on electrical interactions to the component circuits contained therein. The equipment support device 102 or processing circuit 210, therefore, in some cases, the present invention This embodiment will be implemented on a single chip, or as a single "system on a chip". It can be configured in such a way. Therefore, in some cases, the chip or chipset is the main A means for performing one or more operations to provide the functions described in the details. It is possible.

[0025] In some embodiments, the processing circuit 210 may include a processor 212, as shown in Figure 2. In some embodiments, such as the one described above, a memory 214 may be further included. The processing circuit 210 , communication interface 218 and / or support service controller 220 It can be trusted or otherwise controlled. Therefore, the processing circuit 210 is specified in this specification. To perform the actions described in (for example, hardware, software, or hardware) A circuit chip (for example, an integrated circuit chip) composed of a combination of wear and software and It can be implemented in this way.

[0026] Processor 212 can be implemented in several different ways. For example, processor 21 2. For example, ASICs (Application-Specific Integrated Circuits) and FPGAs (Field-Programmable Graph Protocols). Microprocessors, including integrated circuits such as gate arrays or similar designs. or other processing elements, coprocessors, controllers or various other computing devices It can be implemented using various processing means, such as one or more of the placement or processing devices. Although shown as a single processor, processor 212 includes multiple processors. It will be understood that this is possible. Multiple processors, as described herein, interact with each other. It can communicate functionally and perform one or more functions of the mobile device support device 102. Multiple processors can be configured together to perform the same task. It can be implemented on a rigging device or function as a mobile device support device 102. It is configured as a single entity and can be distributed across multiple computing devices. In some embodiments, the processor 212 is stored in memory 214. or otherwise configured to execute instructions accessible to the processor 212. It is possible that it is composed of hardware or hardware and software. Regardless of the combination of software it is composed of, the processor 212 responds accordingly While configured, it is possible to perform operations according to embodiments of the present invention (for example) , can represent an entity that is physically implemented within the circuit (in the form of processing circuit 210). Therefore, even if If the processor 212 is implemented as an ASIC, FPGA or similar, In addition, the processor 212 is configured specifically for performing the operations described herein. It could be software. Or, as another example, processor 212 is software instruction If implemented as an executor, the instructions are one or more as described herein. The processor 212 can be explicitly configured to perform numerical operations.

[0027] In some embodiments, the memory 214 is, for example, fixed or removable. One or more persistent, such as potentially volatile and / or non-volatile memory. It may include a persistent computer-readable memory device. In this regard, memory 214 is a persistent computer-readable memory. May include a medium. Although memory 214 is shown as a single memory, memory 214 is, It will be understood that multiple memory locations may be included in a single computer. This can be implemented on a testing device or function as a mobile device support device 102. Distributed across multiple computing devices configured to be a single unit. The memory 214 is obtained according to one or more embodiments, and supports a mobile device. To enable the 102 to perform various functions, information, data, and applications It can be configured to store instructions and / or similar things. For example, memory 2 14 buffers the input data for processing by processor 212. It can be configured as follows. As an addition or alternative, memory 214 is provided by processor 212 It can be configured to store instructions for execution. Another alternative is memory 2 14 is one or more that can store various files, content or datasets. It may include a database. Within the contents of memory 214, the application is To perform the functions associated with each application, processor 212 It may be stored for execution by a mobile device. In some cases, memory 214 is used by a mobile device. To transmit information between the components of the support device 102, the processor 212 and the communication interface One or more of the faces 218 or the support device controllers 220 and the bus Communication is possible via (multiple) means.

[0028] The communication interface 218 enables communication with other devices and / or networks. It may include one or more interface mechanisms for communication. Interface 218 communicates with the processing circuit 210 via a network and / or any Receive data from and / or transmit data to other devices or modules. Hardware, or a combination of hardware and software, that is configured in such a way. It could be any means such as a device or circuit implemented in either place. For example, a communication interface Face 218 is a mobile device support device 102, and mobile devices (multiple devices) 104 , user terminals (multiple may be available) 108, customer service center equipment 110, and / or others This will enable communication between the computing device and network 106. It can be configured as follows. Accordingly, the communication interface 218 can be, for example, a wireless communication network. Twork (e.g., wireless local area networks, mobile communication networks, and An antenna (or multiple antennas) to enable communication with / or similar devices. and supporting hardware and / or software, and / or cables, Digital subscriber line (DSL), Universal Serial Bus (USB), and Ethernet are also supported. A communication modem or other hardware to support communication via other methods. / May include software

[0029] In some embodiments, the processor 212 (or processing circuit 210) supports This will be implemented as a service controller 220 or as a support service controller 220. This may include or otherwise control the support service controller 22 0 is stored on a circuit, hardware, or computer-readable medium (e.g., memory 214). A computer-readable program is executed by a processing unit (for example, processor 212). Various computer program products that include RAM instructions, or any combination thereof. This can be implemented by means of the support service controller 220 as described herein. To that end, perform one or more of the functions of the support service controller 220. Memory 2 is used to access, receive, and / or send data as needed. It is possible to communicate with one or more of the 14 or communication interfaces 218. It is possible.

[0030] Figure 3 shows a block diagram of a mobile device 104 according to several embodiments. However, the components, devices, or elements shown in Figure 3 and described below are not essential. It should be noted that, therefore, some may be omitted in certain embodiments. In addition to those shown and described in Figure 3, some embodiments are shown, and also, This may include different components, devices, or elements.

[0031] Referring now to Figure 3, the mobile device 104 is one or more of the devices disclosed herein. It may include a processing circuit 310 configured to perform operations according to an example embodiment. or otherwise it may communicate with the processing circuit 310. In this regard, the processing circuit 310 , performing one or more functions of the mobile device 104 according to various embodiments, and / It can be configured to control its performance, and therefore, according to various embodiments, the mobile The processing circuit 310 may provide means for performing the functions of the device 104. According to the embodiment example, data processing, application execution and / or other processing It may be configured to perform management services. In some embodiments, processing circuit 3 10, etc., mobile device 104 or part(s) or component(s) , can be implemented as a chip or chipset, or chip or chipset It may include the mobile device 104 or the processing circuit 310, which may include materials and components. and / or include wires on a structural assembly (e.g., a baseboard), one or more It may include a number of physical packages (e.g., chips). The structural assembly has physical strength, To maintain the strength and / or limit electrical interaction of the component circuits contained therein It may be provided. The mobile device 104 or processing circuit 310, therefore in some cases Embodiments of the present invention are implemented on a single chip, or as a single "system on a chip". It can be configured to be installed. Therefore, in some cases, the chip or chipset This is a hand for performing one or more actions to provide the functions described herein. It can form a tier.

[0032] In some embodiments, the processing circuit 310 may include a processor 312, as shown in Figure 3. In some embodiments, such as the one described above, a memory 314 may be further included. The processing circuit 310 , user interface 316, communication interface 318, and / or mobile It can communicate with the application controller 320, or otherwise control it. Therefore, the processing circuit 310 is configured to perform the operations described herein (for example, (consisting of hardware, software, or a combination of hardware and software) It can be implemented as a circuit chip (for example, an integrated circuit chip).

[0033] The processor 312 can be implemented in several different ways. For example, processor 31 2. For example, ASICs (Application-Specific Integrated Circuits) and FPGAs (Field-Programmable Graph Protocols). Microprocessors, including integrated circuits such as gate arrays or similar designs. or other processing elements, coprocessors, controllers or various other computing devices It can be implemented using various processing means, such as one or more of the placement or processing devices. Although shown as a single processor, processor 312 includes multiple processors. It will be understood that this is possible. Multiple processors, as described herein, interact with each other. It can communicate functionally and perform one or more functions of the mobile device 104. It can be configured in this way. In some embodiments, the processor 312 has memory The life stored in 314, or otherwise accessible by processor 312. It can be configured to execute commands. Therefore, it is configured by hardware, Or whether it consists of a combination of hardware and software, professional While configured accordingly, the sesser 312 performs operations according to embodiments of the present invention. An entity capable of doing so (for example, physically implemented within a circuit—in the form of processing circuit 310) This can represent, for example, that processor 312 is an ASIC, FPGA or similar. If implemented as described herein, the processor 312 performs the operations described herein. It could be hardware specifically configured for that purpose. Or, as another example, a processor If 312 is being implemented as the executor of a software instruction, the instruction is this specification The processor 312 can be explicitly configured to perform one or more operations as described in the document. ru.

[0034] In some embodiments, the memory 314 is, for example, fixed or removable. One or more persistent, such as potentially volatile and / or non-volatile memory. It may include a persistent computer-readable memory device. In this regard, memory 314 is a persistent computer-readable memory. It may include a medium. Although memory 314 is shown as a single memory, memory 314 is It will be understood that it may contain multiple memory locations. Memory 314 may contain one or more In accordance with the embodiment, the mobile device 104 is made capable of performing various functions. to store information, data, applications, instructions and / or similar things It can be configured. For example, memory 314 is used for input processing by processor 312. It can be configured to buffer force data. As an addition or alternative, memory 31 4 may be configured to store instructions for execution by processor 312. As yet another alternative, memory 314 can store various files, content, or datasets. It may include one or more databases that can store the contents of memory 314. Within that, the applications implement the functions associated with each application. In order to be executed, it can be stored for execution by processor 312. In some cases, The memory 314 is used to transmit information between components of the mobile device 104, and the processor 312, user interface 316, communication interface 318, or mobile interface One or more of the application controllers 320 communicate via the bus(s) It is believable.

[0035] User interface 316 provides instructions for user input to user interface 31 To receive at 6 and / or to provide the user with an audible, visual, mechanical or other output To provide this, it can communicate with the processing circuit 310. Therefore, the user interface 31 6 includes, for example, keyboards, mice, joysticks, displays, and touchscreens. Includes a display, microphone, speaker, and / or other input / output mechanisms. Therefore, the user interface 316 is various in some embodiments. According to an example embodiment, the user is provided by the mobile device support device 102 It may provide a means of accessing and interacting with mobile device support services.

[0036] The communication interface 318 enables communication with other devices and / or networks. It may include one or more interface mechanisms for communication. Interface 318 communicates with the processing circuit 310 via a network and / or any To send data to and / or receive data from other devices or modules. Hardware, or a combination of hardware and software, that is configured in such a way. It could be any means such as a device or circuit implemented in either place. For example, a communication interface Face 318 is connected to the mobile device 104, the mobile device support device 102 and / or Alternatively, it can enable communication with other computing devices via network 106. It may be configured to do so. Accordingly, the communication interface 318 may be, for example, wireless communication Communication networks (for example, wireless local area networks, mobile communication networks, Antennas (or multiple antennas) to enable communication with and / or similar devices. (Na) and supporting hardware and / or software, and / or case USB, Digital Subscriber Line (DSL), Universal Serial Bus (USB), Ethernet A communication modem or other hardware to support communication via a network or other method. This may include apparel / software.

[0037] In some embodiments, the processor 312 (or processing circuit 310) is mobile This is implemented as an application controller 320, or as a mobile application controller It may include or be controlled by the controller 320. Therefore, the mobile application The motion controller 320 is a circuit, hardware, and computer-readable medium (e.g., me Stored on Mori 314) and executed by a processing unit (e.g., processor 312). Computer program products containing computer-readable program instructions, or any of them It can be implemented by various means, such as a combination of these. Mobile application control The 320 is a mobile application controller 32 as described herein. To perform one or more of the functions of 0, access, receive, and To make a call / or transmission, use memory 314, user interface 316, or It may be possible to communicate with one or more of the communication interfaces 318. According to several embodiments, the mobile application controller 320 is various According to the embodiment example, a mobile device support service is provided on the mobile device 104. Perform a diagnosis and / or use the mobile device support device 102 and / or customer service Mobile applications that may be configured to interact with the viscenter device 110 It may provide means for implementing and controlling functions.

[0038] Up to this point, we have broadly described several embodiments of System 100, but the system Here are some examples of mobile device support services that can be provided by Mu100. The explanation will follow the examples of application methods.

[0039] [Diagnostic and repair services] Several embodiments illustrate how to easily reduce the occurrence of NFF returns, mobile device diagnostics and We provide repair services. According to various embodiments, these services include, for example, The mobile device support device 102 under the control of the support service controller 220 The mobile application operates under the control of the mobile application controller 320. It can be provided by and / or in any combination thereof.

[0040] In some embodiments, the user may be provided according to some embodiments. To receive mobile device support services, you must either register or opt in. Obtain. Registration in some embodiments is, for example, mobile device support device 102 Provided by, via mobile device 104, and / or user terminal 108 Registration via a web portal, mobile devices, etc., which may be accessible through Registration via a mobile application that may be implemented on 104, and / or similar This may include active user actions. As another example, in some embodiments, Registration is user registration for the device protection plan for mobile device 104, mobile device 1 Purchase of equipment warranty for 04, purchase of mobile device 104, and / or similar It can occur automatically in response.

[0041] In some embodiments, registration information may be provided by the user and / or Otherwise, the support service controller 220 and / or mobile application This registration information may be determined during the registration process by the registration controller 320, etc. The report describes equipment support services, such as diagnostic and repair services, according to various embodiments. To enable the provision of and / or otherwise to prevent the provision of equipment support services It may include information that constitutes a mobile device. The registration information may include, for example, the manufacturer of the mobile device 104, mobile Model of device 104, operating system running on mobile device 104, This may include information about mobile device 104, such as and / or similar information. Alternatively, registration information can be captured through monitoring the status of the mobile device 104. The collection of state data and / or similar information, and the implementation of one or more services. This may include user consent for the line. Registration information may be used in addition to or as an alternative to device support. This may include configuration settings to control the provision of services. Support Service Controller 2 20 and / or the mobile application controller 320 determines the registration information. It may be configured to support one or more devices disclosed herein, in accordance with the registration information. It can be configured to provide a support service. Users can register and then receive equipment support. You can later update registration information such as configuration settings and / or permissions, which can control the provision of the service. It may become possible to do so.

[0042] In some embodiments, the mobile application controller 320 is a mobile application controller. In order to collect device status data related to the status of the mobile device 104, the mobile device 104 It can be configured to monitor its status. Monitoring can be, for example, periodic, continuous, or irregular. , executed according to schedule, upon request, and / or similar. Obtain. In this regard, the mobile application controller 320 controls the mobile device 1 The state of 04 may be configured to be monitored automatically in advance and / or upon user request. In response, it may be configured to monitor the status of the mobile device 104 as needed. In some embodiments, monitoring by the mobile application controller 320 is performed. Under the control of the mobile device support device 102, and / or the mobile device support device With the support of 102, it can be carried out. Monitoring can be implemented, for example, on a mobile device 104. If so, and / or otherwise, the query may be made by the mobile device 104. This can be performed with the assistance of one or more sensors. These are just a few examples. The sensors include touchscreen sensors and key actuation sensors (e.g., keypad / key (For the board), Global Positioning System (GPS) sensor, accelerometer, battery level Bell sensor, battery capacitance sensor, battery temperature sensor, network signal This may include a signal strength sensor and / or similar devices.

[0043] In some embodiments, monitoring the status of the mobile device 104 is performed by the device support service During user registration, etc., configuration settings may be configured by the user and / or may be automatically defined. Therefore, it can be done. For example, configuration settings can be obtained from the equipment status data captured during the monitoring process. A type(s) can be defined. In this regard, in some embodiments, monitoring is indicated It can be adjusted to capture only specified device status data. As another example, the configuration settings are This can guide the timing of status monitoring, the frequency of status monitoring, and / or similar matters. In some embodiments, monitoring is performed automatically, for example, through heuristic analysis. and / or during periods of low usage of the mobile device 104, such as overnight, the user - Can be configured according to the defined configuration settings. In this regard, mobile device user usage At the same time, and / or during the period when equipment resources may be used by other applications. By avoiding the execution of device monitoring, during the period when the mobile device 104 is in use Furthermore, the potential burden or competition with the use of equipment resources may be reduced. It may be or even excluded. In some embodiments, monitoring is performed on mobile device 10 When the mobile device 104 is in contact with an external power resource, such as when the battery of 4 is charging During the period in which it is being continued, and / or the mobile device 104 of some embodiments is powered This is performed if at least a threshold amount of power remains in the battery capable of supplying power. It can be configured in this way.

[0044] In various embodiments, various device status data are used to monitor the status of the mobile device 104. It can be captured through. For example, the application profile can be determined, which Applications installed on mobile device 104, installed Configuration settings for applications, processor of installed applications Calls and / or memory usage, crash logs, execution and / or usage data, and It may include / or similar items. In this regard, the application profile is Snapshots and / or snapshots of applications installed on the BYLE device 104 Alternatively, it may provide that state at a given point in time. In some embodiments, a series of Application profiles may be determined over a long period of time, and those applications The profile may be stored in memory 214 and / or memory 314, etc. A series of application profiles are for newly installed applications. Modified application settings and / or potentially affecting device performance. It can be used to facilitate instrumental diagnostics, such as to identify similar items. As an example, application profiles are described herein according to several embodiments. As further explained below, mobile devices are in their last known operating state or other It can be used to facilitate restoring to a previous state.

[0045] In some embodiments, the device status that can be captured through monitoring the device status is mobile This may include data relating to hardware implemented on the device 104. For example, it may include data relating to hardware implemented on the device 104. Examples of things that are not included include hard data such as memory usage, processor usage, and / or similar. Information regarding wear usage may be captured. Hardware usage data may be collected in one or more pieces. A snapshot(s) of hardware usage showing usage at a number of points in time, and / or or it may include usage trends that indicate use over a certain period of time. As a further example, captured state Status information includes power consumption, battery usage, battery status, battery discharge rate, and / or It may contain information on similar things, such as instantaneous power consumption rate, instantaneous battery consumption rate, etc. Battery discharge rate, power consumption rate over time, battery discharge rate over time, and / or similar It can define things like batteries, memory devices, instrument sensors, and accelerometers. Others that may be implemented on a global positioning service sensor and / or mobile device 104 Hardware health information, such as information about the hardware health, is captured. It is possible. Information regarding hardware health, for example, information indicating hardware health. This may include hardware test results that can be provided.

[0046] According to some embodiments, the captured device status data is used as an additional or alternative. , device configuration information, system log content, application log content, and / or other data elements may be included. Another example is captured device status data The data may include information regarding the use of the mobile device 104. For example, network usage. Information regarding (for example, use of network 106), call history information, text messages Data history information, data on the amount of data transmitted over a long period of time, and / or similar information. These can be captured through equipment status monitoring according to several embodiments. For example, captured device status data: associated with the mobile device (e.g., transmission) Information regarding (or received) radio signals; events associated with mobile devices. Information about the raw data; information about the battery usage of mobile devices; and information about the entire mobile device. This refers to data usage information per app; support devices accessed by the user. Corrections and / or actions taken by the user, etc. This may include information regarding corrective measures taken.

[0047] In some embodiments, the captured device status data is at least temporarily noted. It can be stored locally on the mobile device 104, such as within the 314. Additional or alternative and In some embodiments, the device status data captured for the mobile device 104 At least a portion of the signal may be transmitted to the mobile device support device 102, and thereafter it The device status data is held in memory 214 and transmitted to the mobile device support device 102. Data is personal data and / or other highly confidential data that could specifically identify a user. In some embodiments, pre-processing may be performed to remove the data. In the embodiment held by the pylon equipment support device 102, the equipment status data is captured. Each captured mobile device 104, device user, and / or device status data Other identifiers that may be used to facilitate correlation with the equipment and / or equipment users Related to the separate data, it can be stored within a record, such as in a database.

[0048] In an embodiment in which the captured device status data is transmitted to the mobile device support device 102 During this time, the device status data is transmitted to the mobile device support device 102. It can be transmitted according to configuration settings that define the period. For example, equipment status data can be transmitted overnight. Which mobile device 104 is provided to the mobile device support device 102 during periods of low usage? It is possible. As another example, the device status data shows that the battery of mobile device 104 is charging. In possible cases, such as during the period when the mobile device 104 is connected to an external power resource, A battery capable of supplying power to a mobile device 104 of some embodiments. If at least a threshold amount of power remains inside, the mobile device support device 102 is supplied It may be provided. As a further example, equipment status data may be provided to the data load on network 106. In order to manage the network 106 during periods of low utilization, the mobile device support device 1 It may be provided to 02. As yet another example, a network operator 106 may provide data transfer In contrast, in a claimable embodiment, the device status data is obtained during a low data rate period. It can be provided in the device support device 102.

[0049] Several embodiments, such as an embodiment in which a user registers to receive equipment support services. In the example embodiment, it is ensured that the user is aware of the capture settings and agrees to them. To that end, periodic messages should indicate the type of equipment status data captured through monitoring. Regular messages are sent to allow the user to reconfirm their consent. The options may include and / or status monitoring and equipment status data capture settings. This could include options to adjust the configuration settings to suit her preferences.

[0050] In some embodiments, the captured device status data affects the mobile device 104. To identify potential malfunctions that may affect the device, a device diagnostic test is performed on the mobile device 104. It can be used to perform the following: Instrument diagnostics can be used, for example, to determine if there is a zero probability of the instrument being affected in the future. Predicted failures that are not related to the equipment, or current failures that may already be affecting the equipment. It is used to determine the mobile application. In some embodiments, the diagnosis is used to determine the mobile application. Depending on the application running under the control of the control controller 320, etc. It can be fully implemented on the Ill equipment 104. As an addition or alternative, several embodiments are provided. Then, the device diagnostics are performed through the execution of remote diagnostics on the mobile device 104, and / or A mobile device that can be provided to the mobile device support device 102 by the mobile device 104 Based at least part of the device status data for device 104, the support service controller This can be carried out by R220. In yet another example, in some embodiments, the equipment The diagnosis is performed on both the mobile device 104 and the mobile device support device 102. It can be done in this way.

[0051] In performing equipment diagnostics, various analytical techniques are used to analyze the collected equipment status data. Techniques, heuristic techniques, and / or similar methods may be used. In the example configuration, the device diagnosis is performed by the mobile device support device 102 and / or mobile They are stored on device 104 and / or otherwise may be accessible. It can be performed based on a knowledge base, such as in some embodiments. In some embodiments, the instrument diagnostics are performed Device status, which can be collected from multiple mobile devices by the mobile device support device 102. This may be done based on data, failure history data, and / or other data. However, some embodiments may not function properly and may be affected by malicious applications, which may frequently... The rush of applications, the frequent incompatibility issues between applications and devices Questions that indicate trends, such as competition between applications and / or similar issues. Identify the issue. Accordingly, in some embodiments, the support service controller RA220 integrates device status data collected from multiple mobile devices, and the collected data The data is analyzed and used to perform device diagnostics on a specific mobile device 104. It can be configured to identify the trend to be obtained. In this regard, some embodiments are shown. Device status data collected from mobile devices within Tem100 and running on mobile devices Based on the diagnosis, it can provide an intelligent learning function that enables improved diagnosis. As a result, the equipment diagnostics show a trend of problems, including applications that are not functioning properly. , malicious applications (e.g., malware), competing applications and To identify potential failures such as blemishes and / or similar issues, use individual device datasets. And / or it can be performed based on integrated data.

[0052] According to another embodiment, one or more fault profiles are collected equipment status This can be determined based on data. Each failure profile is, for example, installed Information regarding the equipment configuration, such as applications, equipment settings, usage characteristics, or similar. This may include information that, based on the aforementioned integrated data, is provided by one or more devices. It is determined that it causes or increases the likelihood of causing harm. In addition, such fault profiles may also apply to specific equipment configurations or specific aspects of equipment configurations. Statistical information, such as the probability that one or more specific disorders may occur, or even one This may include identified incompatibilities between multiple installed applications. These failure profiles can be stored in records, for example, in a database. Therefore, according to embodiments employing such a fault profile, potential faults are mo Between the device status data received from the device and one or more fault profiles Based at least part on the comparison, a judgment can be made for a specific mobile device. Further implementation According to the morphological example, the potential problem is one or more applications to the mobile device The comparison between the fault profile and one or more fault profiles is based on at least a partial basis. Therefore, a judgment may be made for specific mobile devices.

[0053] In some embodiments, the device diagnostics are associated with one mobile device 104. Or it can be performed based on at least some of multiple characteristics. For example, the diagnosis may be based on the type of equipment ( For example, the equipment manufacturer, equipment model, and / or similar, the equipment operator Operating system (for example, operating system type, operating system) The version, and / or similar), and / or included in the execution of instrument diagnostics Other possible equipment characteristics may be taken into consideration. In this regard, several embodiments are provided. Then, device diagnostics tailored to the specific characteristics of the mobile device 104 can be performed. Integrated device status data and / or knowledge base data from the device perform device diagnostics. In embodiments used for this purpose, the instrument diagnostics are identical or at least substantially similar. This can be performed based on data related to equipment having the following characteristics.

[0054] Various potential failures are identified through the execution of instrumental diagnostics according to various embodiments. For example, loading on a mobile device can contribute to the observation of poor device performance and behavior. The application can be identified. In this regard, some embodiments are long Over the course of time, network bandwidth, messaging, processing resources, memory resources, and filesystem Recognize applications that consume excessive resources, such as system resources and / or similar. It may be different. As an addition or alternative, some embodiments may include a system for handling errors / exceptions. This can be determined through scanning the system log, and / or if it crashes frequently, and / or if Apps with a history of instability that may require frequent restarts may be deemed to be problematic. The relation can be identified. As a further example, a poorly performing application is desired. A rules engine that identifies applications exhibiting undesirable behavior. It can be identified, at least in part, based on the application of e). Another example is resource access. History, resource access permissions, and / or resource access requests are analyzed and unsafe resources are found. The source and / or application may be accessing resources that it should not have access to. It is possible to identify applications with similar characteristics. As a further example, competing applications The operation described above, and additionally or alternatively, as described below. To that end, based on a comparison of changes between two consecutive application profiles, They can be separated.

[0055] According to one embodiment, the device diagnostics evaluate one or more performance indicators for the mobile device. These performance metrics can then be used to make judgments. These performance metrics then enable comparisons, for example. Therefore, it can be provided to mobile devices along with benchmark performance indicators, etc. For example, 1 One or more benchmark performance metrics are used for one or more new mobile devices of a particular model. These benchmark performance indicators can be used to judge a device, and they are comparable to those of the same model of mobile device. It can be provided to the device. In another example, benchmark performance metrics are the same operating system One or more mobile devices that are composed of a system or belong to the same device ecosystem. This can be determined for any device. In this way, information about potential malfunctions can be determined for a specific device. It can be provided in a way that shows how performance is compared to a certain benchmark performance metric.

[0056] According to some embodiments, various application characteristics are indicated. ) can be determined for applications loaded on a mobile device. For example, The application is attempting to access root-level commands, or is outside of that scope. Application security features such as whether it is possible to write to the memory. Sexual signs can be determined. Another example is when an application accesses the user's contacts. Applications such as whether they can upload log information or whether they can perform other tasks. Indicators of privacy characteristics may also be considered, or alternatively, may be considered. For example, the memory requirements of an application or whether an application has one or more requirements at startup. This refers to the performance of an application, such as whether it runs multiple processes or services. The signs of a trait can be identified. These signs may be, for example, scores, ratings, or similar. This may include, and according to the embodiment, it may be provided to a mobile device.

[0057] In some embodiments, malware or other imperfectly functioning applications The identification of, for example, two consecutive applications captured on a mobile device rofile (for example, application profile captured before the problem was observed, Comparison of changes between application profiles (and application profiles captured after the problem was observed). This may be done based on the system log and / or application. The system logs were analyzed and found to be frequently crashing, have memory leaks, and / or other It is possible to identify the application causing the problem. Integration from multiple mobile devices In embodiments where the collected data is used to perform equipment diagnostics, the data for each individual device Diagnostics performed based on the setup indicate that the application is experiencing performance issues or other problems on the device. To determine if it is causing harm, try running the same application(s) multiple times. It can be verified and / or compared with other devices performing the same operation. Some embodiments For example, the mobile device or its components may require physical repair or replacement. Therefore, hardware failures can be identified.

[0058] In some embodiments, potential failures are detected during the actual device diagnostics on the mobile device 104. If identified from the line, instructions for the identified fault are provided to the user of mobile device 104. It is possible. For example, identifiable notifications such as graphical and / or audible notifications. An alert notification indicating a fault is sent from the support service controller 220 and / or the motor. Under the direction of the application controller 320, etc., the user interface It may be provided via 316. It may be provided via mobile device applications. Examples of the notification are shown in Figures 4, 5, and 10, and for those, see this document. Further explanation is provided below. As an addition or alternative, an alert indicating an identified fault may be provided. The mobile device support device 102 may provide the mobile device 104 and / or via a web portal accessible to the user through user terminal 108 And it can be provided to the user. An example of an alert that can be provided via a web portal is shown in Figure These are shown in Figures 9 and 10, which will be further described below in this specification.

[0059] In some embodiments, the support service controller 220 and / or mobile The application controller 320 will provide a solution for the identified fault. For example, it can be configured to determine possible solutions. Therefore, the determined solution may vary depending on the type of failure identified. For example, The solution protects against malicious applications or interactions that could affect the performance of the equipment. This may include removing incompatible applications. As another example, the solution is to pack An application or app that can solve the problem by applying a pin or in another way. This may include the installation of system updates. Another example is when a failure occurs, requiring remote repair or user assistance. In cases that cannot be easily resolved through user operation, the proposed solution is to the user - Instruct the customer to return the device to the retailer or service center for repair or replacement. This may include doing so.

[0060] According to the embodiment example, the solution includes at least one solution implementation result information. It can be determined based on the following. The solution implementation results can be, for example, on a specific mobile device. Implementing a specific solution is one or more associated with mobile devices This may include information about whether multiple issues have been resolved, such as equipment status data. The solution implementation results received from the mobile device may be integrated, and this integrated data The data can be used in equipment diagnostics and / or solution determination. Therefore, one or Multiple solutions are determined based at least in part on the collected equipment status data. It is possible.

[0061] According to another embodiment, one or more fault profiles are one or more mo This can be determined based on information received from the Weil equipment regarding the solution implementation results. Each failure profile is, for example, an installed application, device configuration, This may include information regarding the equipment configuration, such as usage characteristics or similar information, as described above. Based on integrated data, etc., it may cause one or more equipment failures or triggers It is judged that this increases the likelihood of it occurring. Accordingly, such failure profiles are Additionally, a specific equipment configuration or a specific aspect of an equipment configuration may cause one or more specific problems. These failure profiles may include probabilistic information, such as the probability of causing harm. For example, it can be stored in a record, such as in a database. Therefore, such failure profile According to an embodiment employing the `L`, the potential problem is the device status received from the mobile device. Based at least in part on a comparison between state data and one or more fault profiles, This can be determined for certain mobile devices. According to further embodiments, potential problems are , one or more application profiles for mobile devices and one or more Based at least in part on comparisons with a number of failure profiles, for a specific mobile device It can be judged as such.

[0062] In some cases, the solution can be executed automatically to fix the problem. For example, in some embodiments, identified malware is automatically transmitted from mobile device 104 It can be removed. As an addition or alternative, the user may select one or more identified software. He or she may be prompted to enter a list of solutions, and the identified solution is You may be asked to confirm that you want it to be executed. For example, a mobile app The mobile application operating under the control of the control controller 320 is a user application. Through interface 316, the identified solution prompts the user for input, The user may be given the option to implement a solution. As another example, the user may be Webports that may be provided by the mobile device support device 102 in several embodiment examples You can choose to implement the solution identified through the TAL interface.

[0063] Figure 4 shows an example of a diagnostic alert interface that may be provided according to several embodiments. To illustrate this, Figure 4 shows the equipment diagnostic results according to several embodiments. An example of a user interface that may be provided on Zar's mobile device 104 is shown. However, The user interface example shown in Figure 4, and those shown in Figures 5 to 10, are limited in scope. Rather, it will be understood that these are provided as examples. In this regard, this specification The embodiments disclosed herein are shown in the user interface screen capture examples in Figures 4 to 10. Compared to what is currently available, users have alternative selections, placements, and / or representations of elements. It can provide an interface.

[0064] Referring to Figure 4, the representation of the instrument diagnostic results is the potential identified through the execution of the instrument diagnostic. may include an alert instruction 402 relating to a fault. The user interface is displayed on a touch scr een in the illustrated embodiment, and a user may touch the instruction 402 to select to display and investigate the alert. In this regard, the use r may be presented with further details regarding the identified potential fault and / or a proposed solution for the identified fault. Additionally, the user interface may provide a summary of items analyzed through performance of equipment diagnostics, along with an indication of whether the item passed the diagnosis (e.g., a check mark, a text description of the result, and / or other indication) or failed the diagnosis (e.g., an "X", a text description of the result, and / or other indication). In the example of FIG. 4, instructions 404 and 406 respectively indicate that the health of "Device 1" and "Device 2" is "good". It will be appreciated that "Device 1" and "Device 2" may each comprise any device that may be implemented on a mobile device, including a processor, a memory device, a universal serial bus port, a network adapter , and / or the like. Example instruction 408 indicates network connection strength (e.g., "mediu m"). Example instruction 410 indicates a remaining power level in a battery (e.g., "70 %").

[0065] FIG. 5 illustrates an example diagnostic and solution user interface that may be provided in accordance with some example embodiments. In this regard, FIG. 5 illustrates an example user interface that may be provided on a user's mobile device 104. The example user interface in FIG. 5 shows an alert instruction 502 relating to a potential fault identified through performance of equipment diagnostics. Yo ​In embodiments where a user interface is presented on a touch screen display, the user may choose to display and investigate an alert, such as by touching instruction 402 In this regard, the user may be presented with further details regarding the identified potential fault and / or the proposed solution for the identified fault The example user interface in FIG. 5 may also include support information that enables the user to resolve a problem or fault that may have been identified through performance of device diagnostics In the example of FIG. 5, support information is provided to enable the user to set up a WiFi connection. This support information may include an instruction video 504 For example, the video 504 may be provided to the user's mobile device via the network 106 by the mobile device support apparatus 102, such as through streaming The support information may also include instructions 506, which may provide step-by-step instructions for resolving the problem

[0066] FIG. 6 illustrates an example user interface for enabling a user to access device support services in accordance with some example embodiments The user interface of FIG. 6 may be provided by a mobile application, which may for example be implemented on the mobile device 104 and / or accessed via a web interface that may be provided by the mobile device support apparatus 102 The example user interface of FIG. 6 may include a form 602 that enables the user to input a question or help topic In response to input of a user query into the form 602, the support service control ​The 220 and / or mobile application controller 320 are used by the user. In order to provide information and / or solutions in response to inquiries, we search our knowledge base. It can be configured to search and / or perform instrumental diagnostics.

[0067] As described, in some embodiments, the mobile device support device 102 is It can be configured to provide mobile device support portals, such as mobile portals. The device support portal is accessible via web browser and mobile browser application (for example) If, then, via a wireless application protocol browser, and / or similar. However, it can be accessed by mobile device 104 and / or user terminal 108. In some embodiments, the portal is accessed through a dedicated client application. The portal can be made visible on the user's mobile device 104. Unresolved issues, such as unresolved alerts regarding potential problems diagnosed above. Notifications may be provided. For example, in some embodiments, the user may be notified of unresolved issues. Notifications may be given upon incoming calls or when logging into the portal. Several examples of embodiments are available. The system may provide recommended solutions for identified unresolved issues. In this case, the solution provides instructions that users can use to manually fix the problem. This may include: In some cases, as an addition or alternative, the solution is selected. If so, it may include recommendations that can automatically resolve the issue.

[0068] In some embodiments, the portal connects the user and their mobile device. Customized content for personalized sessions (multiple options available) This can be provided to the user. In some embodiment examples, the portal allows the user to launch a diagnostic. The equipment undergoes a health check, and the status of previously identified problems is checked, and the system It instructs the system to automatically load the software and requests a backup of the mobile device. to remotely control mobile devices and / or perform other support services It can be made possible. For example, the portal could tell customer support personnel: reboot the mobile device. Turning off the mobile device, installing applications on the mobile device, mobile Uninstalling applications from devices, changing mobile device settings, mobile devices Execute diagnostic routines on the device, back up mobile devices, back up mobile devices It provides the ability to restore to a container and / or perform one or more of the same. This could provide customer service representatives with the ability to remotely control mobile devices. The support service controller 220 then receives the user through the portal. Following the command, it communicates with the mobile device 104 and implements the operation on the mobile device 104. It can be configured to execute according to user commands received via the portal. The operation performed is, for example, a client application that may be implemented on a mobile device 104. The mobile device 104 may be executed by the mobile application controller It may operate under the control of the Ra 320. In this regard, the mobile device 104 is on the mobile device It can be locked in stages via a client application implemented in the portal. As a result, end users can access their mobile devices via the portal. it may be possible to control and investigate 4. Further, according to example embodiments, a mobile devic a duplicate of the current display of the mobile device, such as a duplicate of a part of the display screen of the mobile device.

[0069] The portal may additionally allow a user to register to receive various support services, or alter natively opt-in and / or adjust configuration settings for the support services to the user. For example, the user may select to receive advance notifications of various device error / warning / information scenarios that may require user intervention.

[0070] FIGS. 7 to 10 illustrate an example user interface for a mobile device support por tal provided in accordance with some example embodiments. As shown in FIG. 7, the portal provides a user with device support as well as troubleshooting information including device setup information, device operation information, and / or the like , which may be tailored to the user's specific mobile device.

[0071] In some example embodiments, the portal provides an interface for the user and / or an authorized customer service representative to review applications installed on his or her device. The interface may display an indication of the threat level of the installed application (e.g., low security risk, medium security risk, high securi ty risk, or the like). The threat level may be determined based on, for example, known characteri stics of the application, resource permissions granted to the application, whet her the developer of the application is trusted, and / or other factors. ​ As an additional or alternative, the portal may reject or blacklist certain applications. A user interface for specifying whether to put it on the list or something similar. Provide and install the specified application on his or her device. To prevent and / or to prevent installed applications from being installed on his or her device It can be uninstalled. In this regard, Figure 8 shows "Installed" and "Blocked". "Completed", "High Security Risk", "Medium Security Risk", or other status indications This shows an interface that has a list of applications along with a status indicator. For example, a "blocked" application is blocked by the user or other entity on their mobile device. This may include applications that may be blocked from the device. "Installed" applications The application is an installed app that does not pose a security risk. May include communications. Labeled as "High / Medium / Low Security Risk". Applications are known to present some level of security risk. It may be an installed application that is either or has been determined to be one.

[0072] In some embodiments, the portal monitors the status of the equipment over a period of time. This may include logs of device events, such as those being collected. These logs may include user and / or may be accessible to authorized customer service representatives, as shown in the example in Figure 9. The event log contains any available event details and the events that were logged. Along with the time / date, the event type (e.g., configuration change, installed app) Information regarding (resources, forced device reboots, and / or similar) may be included. ru.

[0073] As shown in Figure 10, in some embodiments, the portal is identified through instrument diagnostics. This indicates a potential device alert, which may be active, and is available to users and / or authorized customer services. It may provide an interface accessible to service personnel. Alerts are provided by identified Applications listed on the rack list, rejected applications, and / or may include instructions for other issues that may cause problems on mobile devices. Additionally, review the solutions for the identified failures and their solutions It may be possible to choose to execute the command. In some embodiments, While additional details about the alert can be accessed through the portal, he also Or, she will be notified in advance of any malfunctions and / or other alerts identified on her mobile device. It is possible.

[0074] In some embodiments, solutions to failures or other problems cannot be identified. If not, system 100 will enable the user to interact with a customer service representative. They may be able to provide escalation to the contact center. For example, the support service center The roller 220 and / or mobile application controller 320 are identified. In cases where a solution to a malfunction or other problem may not be automatically determined. It can be configured to trigger an escalation to a customer service center device. According to another embodiment, escalation is displayed via a support portal. By selecting escalation options, etc., mobile device users can It can be triggered. The trigger for escalation is for customer service representatives to contact the user and... To facilitate contact, the system automatically connects users to customer service representatives. Schedule a support session with the person in charge, and / or require This may include sending the request to the customer service center device 110.

[0075] According to various embodiments, any of the various communication technologies is used in escalated services. For port sessions, communication between mobile device users and customer service representatives It can be used to facilitate. Examples include VoIP sessions and public switched telephone networks (PS). TN) Voice session, web chat session, text chat session, electronic Email communication, video calls, and / or other communication technologies are used by mobile device users and customers. It can be used to facilitate communication between service providers and customers.

[0076] Some embodiments ensure that users do not have to wait for a customer service representative. To ensure that the scheduled customer service representative is not assigned to another task. To achieve this, a reservation protocol will be adopted. For example, reservations for customer service representatives will be In some of the scheduled embodiments, the user's mobile device 104 In response to your reservation, we will open a session (chat, voice, etc.) with the customer service center. It can be configured to initiate contact with the scheduled customer service representative. It can be routed to another location. As another example, the user may have a customer service representative, according to the appointment. Users can choose the method of contact to be communicated. In this regard, reservations can be made via the specified telephone number. Or contact methods (e.g., chat, voice, email, etc.), contact times and / or Alternatively, you can specify the method of contact.

[0077] The session is intelligently routed to the scheduled customer service representative. In some embodiments, the control of a mobile application that may be implemented on a mobile device In the following cases, calls or other communications that may be initiated by the mobile device 104 may be directly, The call may be automatically routed to the assigned customer service representative. In this regard, two-way voice response is available. The ability for users to participate in screening processes such as the IVR (Interactive Voice Response) screening process. Without request, user identification, unresolved issues, device profile information, and / or Alternatively, known information about similar things may be utilized, otherwise, users will be able to live Before routing you to a customer service representative, please identify the user and provide details about the unresolved issue. It can be used to determine and / or similar things. For example, a sieving process. To facilitate addressing user issues without requiring computer telecommunications, The phone may be used to notify the customer service center device 110 of the details. In some embodiments, the call is initiated from a mobile device 104 to a customer service representative. The phone can connect directly without the user even experiencing a "ringing" period before the connection is established. .

[0078] In some embodiments, the mobile device support device 102 and / or customer service The customer service center device 110 is configured to select a customer service representative suitable for resolving the problem. This can be achieved. In this regard, various pieces of information about multiple customer service representatives are being tracked. Used to determine which customer service representative is suitable to assign to a support session. It is possible. For example, the embodiments may address unresolved issues, or at least issues of similar characteristics. We may try to assign a customer service representative who has experience resolving such issues. The format example may store one or more experience ratings for each specific customer service representative. These experience evaluations, for example, assess whether a given customer service representative can solve various problems. This can also represent the amount of experience one has in resolving problems arising from specific equipment configurations. This can be indicated by various problems or device status data related to mobile devices. It can accommodate specific equipment configurations. Therefore, according to the embodiment, the customer service representative's Assignment to a port session will fail if one or more predicted failures occur. In response to the harm, one or more processes are associated with multiple customer service representatives. This may include comparing with test indicators. According to other embodiments, the customer service representative may Other characteristics of the number are tracked, and which customer service representative is assigned to the support session. It can be used to determine whether or not the customer service representative speaks the language used for troubleshooting. Information such as the number of attempts, the success rate of resolving issues, and customer feedback is tracked to determine which customer service To determine whether to assign a person to a given support session, at least partially use It can be used.

[0079] In some embodiments, the support service controller 220 and / or mobile The application controller 320 escalates the problem to a customer service representative. When evaluating whether to perform a procedure, solutions for identified defects or other problems are available. It is configured to evaluate factors other than the possibility that the decision may not be made automatically. To obtain. For example, simply instructing the user to return his or her device for exchange. The costs of escalating the issue, the nature of the problem, and how the customer service representative resolved the issue. Issues such as the possibility of a decision and / or other factors may be considered. If so, an assessment of whether to escalate the issue to customer service will be made, in addition or Alternatively, the evaluation can be based on probabilistic information, at least in part. For example, the evaluation could be based on one or more probabilistic factors. In response to the implementation of the solution, based at least in part on the probability that the failure will be successfully resolved As mentioned above, such probability information is obtained from the received information regarding the solution implementation results. The judgment will be based on the report, at least in part.

[0080] In some embodiments, customer service personnel capture equipment status data, problems Session data and equipment related to automated attempts to resolve the aforementioned issues. Access to diagnostic data and / or other data that may be captured according to various embodiments. For example, this data can be used by the mobile device support device 102 to provide customer service. The center device 110 may be provided and / or otherwise provided to the customer service center device 1 It can be made accessible to 10. As a result, customer service representatives can access that data. It can be used to assist with support sessions. In this regard, the user can explain the problem. To avoid imposing the burden of necessity, and to avoid solutions that were previously attempted and unsuccessful. Data may be used to avoid repetition.

[0081] Several embodiments describe the current value of a mobile device, and the mobile device 1 To assess the health of 04 (including the device history), the captured device status information is used. For example, one or more potential malfunctions related to a mobile device may occur in the mobile device This can be determined based at least in part on the mobile device status data received from the system. According to the example, the current value is then determined based at least in part on these potential obstacles. It can be determined. According to further embodiments, the current value is further, with respect to probability information, at least In part, the decision may be based on the implementation of one or more solutions. In response to this, the probability that at least one potential obstacle will be successfully resolved is at least partially based on As a result, such probability information is obtained, as mentioned above, from the received results regarding the solution implementation. The judgment is based on the information, at least in part. Thus, the current value of the equipment is, for example, It can be reduced by problems that are relatively likely to be fixed through the application of a specific solution. There is no such thing. On the other hand, unresolved issues can negatively impact the value of the equipment. This evaluation For example, the support service controller 220 or the mobile application controller By one or more of the Trolla 320s, and / or with their assistance It can be done.

[0082] According to an example of the embodiment, the current value is then, for example, a buyback offer for a mobile device (e.g. In order to determine asset recovery, or to offer trade-in or upgrade options for mobile devices, It can be used to evaluate a proposal. For example, current value can be used in a proposal to buy mobile devices. This can be used when deciding whether or not to generate. According to further embodiments, current Value and the aforementioned probability information, for example, the probability of resolving at least one potential obstacle. Both can be used to determine whether to generate an offer to buy back mobile devices. For example, based at least in part on the current value and the aforementioned probability information, the buyback score can be determined. This buyback score may be rejected and then compared to a threshold, thereby affecting the mobile device. A proposal to purchase will only be generated if the threshold is met. Other embodiments According to this, the current value may include the current insured value. According to further embodiments, Whether the device is eligible for inclusion in a particular insurance policy depends on potential defects and / or Alternatively, it can be determined based at least in part on information regarding the current value of the equipment. For example, based on given information regarding one or more potential defects, equipment manufacturing Actual entities such as carriers, wireless service providers, insurance companies, warranty providers, or other entities In this way, the body makes "on-the-spot" suggestions to the user. This makes it possible. As a result, the proposal is that payment depends on the equipment satisfying the inspection after return. It does not require conditional proposals and can be obtained based on prior knowledge of device health. Other implementations According to the example, the risk of such a conditional proposal is, for example, considering the aforementioned probability information. This can be reduced. Therefore, the embodiments described above are mobile service providers Regarding whether Da will buy back the equipment, and if so, for how much. This could enable more knowledge-based decision-making.

[0083] Furthermore, limited insurance coverage may be available for devices that are considered to have a defined level of health status. A proposal that can be generally linked to a mathematical time window is that the proposal relates to the health knowledge of mobile devices. Extend beyond the defined actuarial time window so that it may be available outside the window. This is possible. For example, if the equipment is known to be functioning normally for 180 days after purchase. Insurance proposals are usually subject to the restriction that they must be accepted within 90 days of the equipment purchase. Even in such cases, customers may be able to purchase equipment insurance.

[0084] In some embodiments, the support service controller 220 and / or mobile The wireless application controller 320 uses the captured device status information to wirelessly communicate. It can be configured to evaluate voice and / or data usage. Support Service Control The Roller 220 and / or mobile application controller 320 are wireless voice and / or available from various compatible carriers based on data usage assessments. It can be further configured to make judgments and recommendations regarding available wireless data plans. For example, , users habitually exhibit high data usage and very low voice usage (for example, VoIP data usage) (If Yarrah is preferred over carrier minutes) and the system If the system determines that it is low voice minutes and high data One possible suggestion is to switch to another carrier that offers preferential rates for rates / permitted usage. In some such embodiments, a port that can be provided by a mobile device support device may be provided. Tal is a transaction for various voice and data plans from one or more telecommunications carriers. This data can be aggregated and, based on an evaluation of the history of voice and / or data usage, recommended plans (multiple plans are possible). ) may be able to provide.

[0085] Referring now to Figure 11, Figure 11 shows a mobile device according to several embodiments. A flowchart illustrating an example of a method for providing support services is shown. In this regard, Figure 11 is In the mobile device support device 102 and / or mobile device 104, by / or by mobile device support device 102 and / or mobile device 104 This shows the actions that can be performed. The actions shown and described in Figure 11 are, for example, Circuit 210, processor 212, memory 214, communication interface 218, support Service controller 220, processing circuit 310, processor 312, memory 314, user User interface 316, communication interface 318, or mobile application With the support of one or more of the controllers 320, and / or it may be performed under its control. Operation 1100 is for mobile device support services. This may include receiving registrations. Processing circuit 210, processor 212, memory 214 , communication interface 218, support service controller 220, processing circuit 310, Processor 312, memory 314, user interface 316, communication interface 318, and / or the mobile application controller 320, for example, It may provide a means to perform 1100. Operation 1110 determines the registration information. This may include: Registration information may be provided as part of the registration and / or determined from the registration. Or, it can be inferred otherwise. In this regard, registration information is available for mobile device support. Regarding the configuration settings for the service and the types of mobile devices for which support services are provided. This may include information and / or similar. Processing circuit 210, processor 212, memo 214, communication interface 218, support service controller 220, processing circuit 310, Processor 312, Memory 314, User Interface 316, Communication Interface Face 318 and / or mobile application controller 320, for example If so, means may be provided to perform operation 1110. Operation 1120 is determined to register This may include providing mobile device support services according to the information. Processing circuit 21 0, Processor 212, Memory 214, Communication Interface 218, Support Service Code Controller 220, processing circuit 310, processor 312, memory 314, user interface Face 316, communication interface 318, and / or mobile application The controller 320 may, for example, provide means for performing operation 1120.

[0086] Figure 12 shows a flowchart of an example method for performing equipment diagnostics according to several embodiments. The diagram is shown. In this regard, Figure 12 shows the mobile device support device 102 and / or This is in the mobile device 104, and / or the mobile device support device 102 and This shows the operations that may be performed by and / or the mobile device 104. This is shown in Figure 12, and The operation described in relation to the processing circuit 210, processor 212, memory 214, Communication interface 218, support service controller 220, processing circuit 310, Rosser 312, memory 314, user interface 316, communication interface 3 18, or one or more of the mobile application controllers 320 Therefore, it may be performed with the support of and / or under its control. Operation 1200 is This may include monitoring the status of mobile devices. Processing circuit 210, processor 212, Mori 214, communication interface 218, support service controller 220, processing cycle Path 310, processor 312, memory 314, communication interface 318, and / or The mobile application controller 320 performs, for example, operation 1200. It may provide a means to do so. Operation 1210 may potentially affect the functionality of the mobile device. To identify the fault, equipment diagnostics are performed based at least partially on the captured equipment status data. This may include performing the following: Processing circuit 210, processor 212, memory 214, communication I Interface 218, support service controller 220, processing circuit 310, processor Sa 312, memory 314, communication interface 318, and / or mobile application The motion controller 320 may, for example, provide means for performing operation 1210. ru.

[0087] In cases where a fault is identified in operation 1210, the method shown in Figure 12 is optional, and operation It may further include 1220, 1225, 1230, and / or 1235. Operation 122 0 may include providing instructions for identified faults. The instructions may include, for example, the user's memory It may be provided via the user interface of the mobile device and / or mobile device It can be provided via a port portal. Processing circuit 210, processor 212, memory 21 4. Communication interface 218, support service controller 220, processing circuit 310 Processor 312, memory 314, user interface 316, communication interface S318 and / or mobile application controller 320 are, for example, mobile This may provide a means to perform operation 1220. Operation 1225 is the solution implementation conclusion. This may include receiving information about the results. As mentioned above, the solution implementation results are For example, whether one or more solutions were successful in resolving a given problem. This may include information about the problem. Operation 1230 is a solution for the identified failure. This may include making a determination. In some cases, the determined solution is automatically It may be executed. Alternatively, the determined solution may be executed by the user. It may be provided for review and approval by [company name]. Operation 1235 is the actual solution. The process may include determining the probability of resolving one or more of the identified problems. According to this embodiment, the solution determination (operation 1230) resolves a given obstacle. By using probability information, such as determining the solution with the highest probability of success, This may be accompanied by... According to another embodiment, the probability information is used to determine the solution. It may be provided to the user, along with providing it to the user for approval and authorization. This probability information may be updated, for example, when additional solution implementation results are received. As a further alternative, the determined solution is for return or exchange. In cases where the solution requires user action, such as returning equipment, the solution Instructions for achieving the goal may be provided to the user. Processing circuit 210, Process SA 212, Memory 214, Communication Interface 218, Support Service Controller 2 20, Processing circuit 310, Processor 312, Memory 314, User interface 31 6. Communication interface 318, and / or mobile application controller 320 provides, for example, means for performing operations 1225, 1230, and 1235. It can be provided.

[0088] Figure 14 shows the interaction between a customer service representative and a mobile device according to several embodiments. Here, we will show a flowchart illustrating an example of how to provide a support session. Figure 14 shows the customer service center device 110, the mobile device support device 102 and / Alternatively, in the mobile device 104, and / or the motion that can be performed by them To demonstrate the work.

[0089] The operation shown in Figure 14 and described therein is, for example, that of the processing circuit 210 and processor 2 12. Memory 214, communication interface 218, support service controller 220 Processing circuit 310, processor 312, memory 314, user interface 316, Of the communication interface 318 or the mobile application controller 320 One or more of them, with their support and / or under their control obtain.

[0090] Operation 1400 may include receiving device status data from a mobile device. The data may include, for example, any type of state data as described above. According to an example embodiment, The status data, as an addition or replacement, is provided for the support session as described below. This may include information about actions taken previously by the mobile device user. For example, Information regarding actions taken by the user is available to the support accessed by the user. This may include information related to the support information. Support information is shown, for example, in one of Figures 5 to 10. For example, setup information or 1 could be provided through the interface. This may include information about one or more potential problems. According to another embodiment, Information regarding actions taken by the user relates to corrective actions taken by the user. This may include information such as corrective actions taken by the user. Information about the self-help tools used by the user; instructions, guides, and troubleshooting. Activities such as step-by-step guides, walkthroughs, videos, and / or similar materials. Information regarding actions performed by the user, in accordance with the provided support information; and Any actions performed by the user, such as any actions taken in an attempt to resolve a problem or an error. These may include any other corrective measures. These steps or actions may include, for example, mobile devices. Rebooting the device, installing or uninstalling applications, battery This may include replacement, configuration changes, and / or similar actions. Processing circuit 210, Process SA 212, Memory 214, Communication Interface 218, Support Service Controller 2 20, processing circuit 310, processor 312, memory 314, communication interface 318, and / or the mobile application controller 320 operates, for example, 1400 It may provide the means to carry out the task.

[0091] Operation 1410 is based at least in part on the received state data and relates to the mobile device. This may include determining one or more predicted failures. Processing circuit 210, Pro Sesser 212, memory 214, communication interface 218, support service controller R220, processing circuit 310, processor 312, memory 314, communication interface 31 8, and / or the mobile application controller 320, for example, operation 14 This may provide a means to carry out 30.

[0092] Operation 1420 refers to the level of sophistication of the mobile device user, such as technical knowledge and skills. Based at least partly on mobile device status data, we determine their interests, patience, or aptitude. This may include making a judgment. For example, the degree of user sophistication (in this specification, "user sophistication") (Also called "degree") is measured by application profile, crash history, and mobile Support content accessed by device users, mobile device users Their ratings of the support content they accessed, mobile device users, support An indicator of how often content was accessed or support sessions were participated in, and / or any other thing that may be directly or indirectly related to the sophistication level of the mobile device user The determination is made based at least in part on mobile device status data, such as other device status data. It is possible.

[0093] Operation 1430 may include causing the mobile device to provide support information. For example, the support information is one or more potential ones determined in operation 1410. This may include information about failures, such as anticipated or existing failures. The information may include, as an addition or alternative, one or more potential defects for one or more defects. Information regarding a number of solutions, including the judgment of such solutions as previously described. For example, support information includes instructions, guides, and troubleshooting, as mentioned above. This may include steps, walkthroughs, videos, and / or similar. Example Embodiments According to the information, as mentioned above, the implementation of one or more solutions This may include probabilistic information, such as the probability of fixing one or more potential defects. According to the implementation example, support information is provided for mobile device users to access. This can be determined, at least in part, based on the user's perceived level of sophistication. For example, More complex or difficult-to-understand support information may be provided to more sophisticated users, on the other hand , simpler, easier to understand or follow support content, less sophisticated It may be offered to users who have not yet received it.

[0094] Operation 1440 is an escalation to a support session assisted by a customer service representative. This may include determining whether to perform a calorie. According to an example embodiment, this determination is This includes determining whether an escalation request regarding a mobile device has been received. It is possible. Escalation requests can be made, for example, from mobile devices or web portals. Such requests may be received via, for example, a mobile device or a web portal. The escalation options presented (for example, graphical user interface) (This may be presented in a dropdown menu, etc.) It is generated in response to doing so. Therefore, for example, support may be provided in operation 1430. By referring to information, etc., you can successfully resolve one or more problems with your device. Users who have not done so can choose the escalation option, thereby escalating This can trigger the generation of a request.

[0095] According to another embodiment, the decision of whether or not to escalate depends on the solution Either it cannot be implemented automatically, or the problem is too complex for the user to resolve on their own. Alternatively, based on the judgment that it may be too difficult, the mobile device support device 102 This can be done by means of, for example. In yet another embodiment, whether to escalate or not The determination is based on the received equipment status data or one or more identified potential failures. It may be based on harm. Therefore, for example, if a particularly complex or serious disability is judged, If particularly troublesome device status data is received, the decision to escalate will be made automatically. It may be done. According to further embodiments, the decision of whether or not to escalate is made by As judged in work 1420, the degree of user sophistication or technical knowledge is at least one It can be done based on the part. For example, users of less sophisticated mobile devices may It can be escalated quickly, for example, immediately, automatically, or escalated The options for making a decision may be presented to them more quickly (for example, a mobile device support device, "Instant escalation" allows users to initiate an escalation with a single click. The "Press" button is located in the graphical user interface or support of the mobile device. (Can be displayed on the portal), on the other hand, more sophisticated mobile device users can escalate You may not be presented with an option to escalate, or it may be automatically escalated. It may not be possible. Therefore, following operations 1430 and 1440, it is not very sophisticated. For users who are not interested, less complex support information may be provided, making customer service easier. It can be escalated to the person in charge, on the other hand, more sophisticated users can automatically escalate Instead of being presented with the option to escalate or be addressed, for example, More sophisticated or complex support content may be provided.

[0096] Processing circuit 210, processor 212, memory 214, communication interface 218, support Service controller 220, processing circuit 310, processor 312, memory 314, Communication interface 318 and / or mobile application controller 32 0 may, for example, provide means for performing operation 1410.

[0097] Operation 1450 may include initiating a support session with a mobile device. Port sessions escalate, for example, in response to the receipt of an escalation request. It may be initiated in response to a decision to escalate. According to another embodiment, escalation required The decision to receive a request or, otherwise, to escalate the issue, is made by the mobile The device can be inserted into the support session queue, and until it is the mobile device's turn, Prevent the support session from starting on that mobile device. Processing circuit 210, P Rosser 212, memory 214, communication interface 218, support service controller - 220, processing circuit 310, processor 312, memory 314, communication interface 3 18, and / or the mobile application controller 320, for example, operation 1 This may provide a means to execute 420.

[0098] Operation 1460 may include assigning a customer service representative to a support session. Assigning a customer service representative to a support session means that the support session This may include determining the appropriate customer service representative to handle the matter. The service representative's judgment is based at least in part on information from multiple customer service representatives. It is possible. For example, as mentioned above, one or more anticipated failures of customer service personnel The resolution of the issue, or the determination of a specific equipment configuration based on the received status data, Experience level at the port may be taken into consideration. This includes the languages ​​spoken, the number of troubleshooting sessions, and the success rate of troubleshooting. In addition, other information such as customer feedback is also used, or alternatively, to provide appropriate customer service. This may be taken into consideration when determining who is in charge. According to other embodiments, multiple customer service Information regarding the person in charge includes group assignments, schedules, availability, and / or similar information. It can be as simple as that.

[0099] The appropriate judgment of a customer service representative may, according to another embodiment, be added or alternative as This may be based on at least part of any of the aforementioned mobile device status data. For example, Support information accessed by the user, and / or performed by the user Before the support session begins, the mobile device user will be informed of the corrective measures and other related matters. Therefore, the actions performed can be taken into consideration. According to further embodiments, the user User satisfaction ratings for support information accessed by one or more users The rating can also be received as part of the device status data and used when making decisions. Thus, the user's relative satisfaction or disappointment in their self-help experience before making a call is evaluated. This may be taken into consideration when determining the customer service representative. Further embodiments will be shown. If so, the user's level of sophistication or technical knowledge can, for example, help in judging a customer service representative. In doing so, the level of user sophistication is correlated with information from multiple customer service representatives. It can be used for various reasons, such as various data collected about a particular customer service representative. As indicated by the metrics and / or statistics, a customer service representative, Become proficient in handling support sessions with less sophisticated users, and as a result, Such customer service representatives are assigned to support sessions involving such users. If it is being done, it may be preferred. Processing circuit 210, processor 212, memory 214 , communication interface 218, support service controller 220, processing circuit 310, Processor 312, memory 314, communication interface 318, and / or mobile The application controller 320 provides, for example, means for performing operation 1460. It can be provided.

[0100] Operation 1470 provides previously received status data to the assigned customer service representative. This may include providing. Therefore, the assigned customer service representative will collect data from the equipment. It can access any data that has been collected, and it can collect additional information from the user of the mobile device. The need to collect data can be eliminated or reduced. As mentioned above, this state data is, for example, , information about support information accessed by the user or actual information provided by the user Before the support session begins, please provide information on the mobile device, including details about the corrective actions taken. This may include information regarding measures taken by the user. Processing circuit 210, processor 21 2. Memory 214, communication interface 218, support service controller 220, Processing circuit 310, processor 312, memory 314, communication interface 318, and / or the mobile application controller 320 performs, for example, operation 1470. It may provide the means to do so.

[0101] Operation 1480 is an indicator of the user's level of sophistication, as can be determined by Operation 1420. This may include providing it to customer service representatives. In this way, customer service representatives can This is how we communicate with users most effectively, and what actions we perform, for example, remotely. It is possible to predict whether it may need to be executed on the user's device via control. Processing circuit 21 0, Processor 212, Memory 214, Communication Interface 218, Support Service Code Controller 220, processing circuit 310, processor 312, memory 314, communication interface -318 and / or the mobile application controller 320 are, for example, This may provide a means for performing operation 1480.

[0102] Operation 1490 may include providing remote control of a mobile device. In this regard, This operation allows customer service representatives to remotely control various operations on mobile devices. This could include enabling, for example, a customer service representative to reboot a mobile device. Turning off the mobile device, installing applications on the mobile device, mobile Uninstalling applications from mobile devices, changing mobile device settings, mobile Device backup (e.g., files, data, applications, settings, configurations, etc.) Initiating a backup (for example, storing it in remote memory or on a server), or backing it up (for example, previously stored Restoring files, data, applications, configurations, etc. to mobile devices It may be possible to provide the ability to perform one or more of the following. Processing circuit 210, processor 21 2. Memory 214, communication interface 218, support service controller 220, Processing circuit 310, processor 312, memory 314, communication interface 318, and / or the mobile application controller 320 performs, for example, operation 1490. It may provide the means to do so.

[0103] [Backup and Restore Services] Some embodiments also offer backup and restore services for mobile devices. Provides. In particular, the support service controller 220 provides instructions on the mobile device 104. Keep backups of installed application and / or other data records. This record may be configured to have, for example, one or more previously described According to the embodiment, applications that can be captured based on monitoring the status of the mobile device 104 This can be determined based on the profile.

[0104] In some embodiments, backup can be an ongoing process, and it Applications and / or other data installed on mobile device 104 The data can be continuously backed up. In this regard, in some embodiments, the device can Information about installed applications and / or other data, previous Updates or changes after the monitoring cycle, and / or by some embodiments Other information that may be captured to facilitate the backup and restore services provided To capture it, monitoring is always (for example, as a background process) and regularly , irregularly, and / or similarly, several may be performed as additions or alternatives. In this embodiment, monitoring and backup may be performed on demand.

[0105] Equipment status information that can be captured through monitoring according to several embodiments is substantially usable As a background process that may be transparent to the user, it involves interrupting activity, updating, and... Used to change devices, store new data on devices, and / or to provide similar services. It can be used. Changes can be recorded, and a restore backup record can be obtained for mobile devices. It can be used for the purpose of [doing something]. Users can access the backup service through the registration process, etc. You can opt in to the system. Registration and configuration of the backup process can be done, for example, on a mobile device. Executed via a mobile device service portal which may be provided by the device support device 102. It is possible. As an addition or alternative, backups may be used for new or replacement equipment. This can be initiated in response to user requests, such as before users dispose of old equipment. It could be an on-demand process.

[0106] In some embodiments, the user configures the type of data that can be backed up. It may be possible for users to install it on their mobile devices. Applications, application configuration settings, and other items that can be stored by or by other means. Device configuration settings, contacts, photos, videos, documents, and / or other types of data are backed up. You can choose whether or not to quench.

[0107] If a user wants to restore backup records to their mobile device, The backup records that can be held by the mobile device support device 102 are It may be requested to be restored to a specified mobile device 104. The request may be, for example, mobile Mobile applications that can operate under the control of application controller 320 This can be done via a mobile device, user terminal 108, Alternatively, using other computing devices, the mobile device support device 102 Access the mobile device support portal that may be provided, and through that portal, A request may be submitted to restore the quad record. In response to the request, the support service console The Torola 220 and / or mobile application controller 320 are back The update can be configured to restore the mobile device 104.

[0108] In some embodiments, the application or service portal interaction is used by the user. - This allows you to walk through the automated self-reinstallation / restore process. In some embodiments, the user automates the self-reinstallation of mobile devices. A walkthrough of the build / restore process can be performed, for example, on the application (user base). Settings made over a long period of time for the original / downloaded application. (Settings, preferences, and changes), sensitive information such as user identifiers and passwords, as well as / also This may include the recovery of other data. In some embodiments, the user can recover Customer service center equipment 11 You can be connected to a customer service representative, help desk, or similar via 0, etc. ru.

[0109] Restoring backup records can be used for various purposes according to various embodiments. For example, a backup record can restore a mobile device to its last known working state. It can be used to facilitate this. For example, if a user's mobile device is this Unable to operate due to a malfunction, as can be determined according to the embodiments disclosed in the specification. In such cases, the user may be subjected to destructive or malicious applications, data, or programs. Except for the 'M', you can use backup records to restore your mobile device to a previous state. As an addition or alternative, backup records may be lost, stolen, or malfunctioning. To restore a copy of the device state of a non-functional mobile device to a new or replacement mobile device. It can be used in situations where the user is considered eligible for the upgrade. In addition, backup records can be used to replicate the state of the old equipment onto the new equipment. ru.

[0110] In some embodiments, the backup and restore service is previously installed It can do more than just reinstall the application. For example, several actual The implementation methods include application installation / reinstallation, as well as customization. After the add-on, and / or the original application, is downloaded by the user, Other modifications made to the application and / or modifications made by the user Application configuration settings, device configuration settings made by the user, and / or the same We provide restoration services for [the person / group].

[0111] Furthermore, in some embodiments, the actions performed by the application are These actions can be monitored so that any modifications made in conjunction with them can be backed up. For example The application places files and / or other data into the application space. It can be stored in a local location. Some embodiments show that the application that stores the data... The system can monitor the data and, accordingly, back up the stored data along with its storage location. It is possible. As a result, data that could be stored in a location specific to a particular application, It can be backed up without requiring prior notification of the basic file structure.

[0112] For example, a user could create an application that allows users to turn still images into videos. The application can be downloaded and installed. Users can import photos and use it. Use the application to turn the photo into a video, and add audio to the video. This makes it possible to make a photograph appear as if it has been given life and is speaking. The photos that have been converted into videos are stored in a location local to that application. Backup and restore services provided by several embodiments The software not only restores applications, but also converts them into videos. The photos can also be backed up and restored.

[0113] As a further example, users download and install game applications It can be included. The game can track the user's high score, and it can be included in the application. It can be stored in local space. Several embodiments are shown together with the application itself. This could provide users with backup and restore capabilities for achieving high scores.

[0114] As another example, a user reads a magazine on their mobile device. You can download and install a magazine application that makes this possible. One example of this implementation is the magazine application itself, as well as the user's magazine subscription contract. It provides backup and restore of bookmarks and other settings.

[0115] Some embodiments further provide mobile wallet backup and restore capabilities. Mobile wallet backup and restore, mobile wallet application, mobile financial Fabric content, security element provisioning, and credentialing. This may include backing up and restoring related contact information and / or similar items. As a result, the restored mobile wallet is authenticated / certified and a certificate is issued, and the provision It is modified and made usable. Some such embodiments are short-range wireless This enables the restoration of NFC-enabled mobile wallets. The backup and restore service quickly restores mobile wallets, allowing users to... By eliminating the need to repeat the laborious certificate issuance and authentication process, Otherwise, processes that would otherwise require a great deal of effort can be eliminated. In some embodiments, We offer mobile wallet reinstallation / restoration, mobile wallet certificate issuance and restoration. Provisioning can be an automated step, thereby acting on behalf of the user. It happens automatically behind the scenes with little or no involvement. Another example is mobile Wallet restoration can be a user-facilitating process, through which the user receives step-by-step instructions. A phone number or other means by which a user can contact a customer service representative for assistance. , and / or similar may be provided.

[0116] Several embodiments that provide backup and restore of mobile wallets allow users - The steps required to completely reinstall the mobile wallet, and so Otherwise, you will need to contact them to make your mobile wallet fully functional for the desired transaction. This eliminates the need to remember individual companies. In this regard, mobile wallet providers Accordingly, mobile phone companies, mobile wallet providers, financial institutions, and Truste, which provides security elements, are involved. The service manager (e.g., NFC security element), and / or other parties, You may need to contact us to fully enable the mobile wallet function. The example facilitates the reprovisioning of security elements of the device to restore the mobile wallet. To achieve this, we will reduce the burden on users by contacting the appropriate entity. In this regard, For example, some embodiments may involve the following: Track entities and link them to the appropriate entity automatically, semi-automatically, and / or under user instruction. To intertwine.

[0117] Referring now to Figure 13, Figure 13 shows backups according to several embodiments. And a flowchart illustrating an example of a method for providing recovery services is shown. Figure 13 relates to this. In the mobile device support device 102 and / or mobile device 104, To the mobile device support device 102 and / or mobile device 104 Therefore, the possible actions that can be performed are shown in Figure 13, and the actions described therein are, for example, Processing circuit 210, processor 212, memory 214, communication interface 218, support Service controller 220, processing circuit 310, processor 312, memory 314, User interface 316, communication interface 318, or mobile application With the support of one or more of the control controllers 320, / It may be run under its control. Operation 1300 is installed on a mobile device. Maintain backup records of the application and / or other data. This may include. In some embodiments, operation 1300 may include a monitoring program that can monitor equipment changes. This may include maintaining backup records throughout the execution of the process. The monitoring process may include This can be done at all times, regularly, irregularly, on request, and / or similarly. Circuit 210, processor 212, memory 214, communication interface 218, support Service controller 220, processing circuit 310, processor 312, memory 314, user User interface 316, communication interface 318, and / or mobile app The communication controller 320 provides, for example, means for performing operation 1300. Operation 1310 receives a request to restore backup records to a mobile device. This may include the request for a backup record, and the backup record being taken. This could involve restoring to a mobile device, or transferring backup records to a new device. Alternatively, it may be restored to another mobile device, such as a replacement device. Processing circuit 210, Processor 212, memory 214, communication interface 218, support service control Roller 220, processing circuit 310, processor 312, memory 314, user interface -316, communication interface 318, and / or mobile application controller The Trolla 320 may, for example, provide means for performing operation 1310. Operation 13 Task 20 may include restoring backup records in response to requests. In the example embodiment, operation 1320 can be fully automated. As an addition or alternative, several In this embodiment, operation 1320 provides the user with a guided recovery process. This may include: processing circuit 210, processor 212, memory 214, communication interface S218, support service controller 220, processing circuit 310, processor 312, Memory 314, user interface 316, communication interface 318, and / or Alternatively, the mobile application controller 320 may perform, for example, operation 1320. It can provide the means to achieve this.

[0118] [Data destruction service] Some embodiments further include lost or stolen mobile devices, Mobile devices exchanged for upgrades, mobile devices sold, and / or This includes things like locking a mobile device and / or wiping its memory. It provides a destruction process that can be triggered by, for example, the support service. The controller 220 and / or the mobile application controller 320 And / or under its control, it can be executed.

[0119] In some embodiments, the mobile device support device 102 allows the user to also This could allow her to trigger the remote destruction of data on her mobile device. A device support portal may be provided. For example, a user can access the user terminal 108 via via the portal, or even directly via the mobile device 104 where the data is wiped. It can access. In some embodiments, the mobile device 104 can access the mobile device support. The device 102 cleanly wipes the information stored on the device, or by other means It can be synchronized with the portal so that it can be destroyed. As an addition or alternative, mobile device support The mobile device 102 performs a destruction process to destroy data stored on the mobile device. A signal that can trigger a mobile device to perform an action is sent via network 106. It is believable.

[0120] As an addition or alternative, in some embodiments, the destruction process is a user interface This can be triggered directly via the mobile device 104, such as via the face 316. Regarding this, users can trigger a destructive process that can be performed directly on their mobile devices. .

[0121] Some embodiments describe how, in the case of lost or stolen equipment, even if the equipment is mo If the device cannot be reached via the network 106 by the mobile device support device 102 Even if such a thing exists, it could easily lead to data corruption. For example, if a user stores data on a mobile device 104 When attempting to remotely destroy the data, the device may not be operational or may not be transmitting signals. If not received, the user will enter the specified passcode when the device is next booted. If this is not provided, the data may be wiped. Therefore, the destruction process The next step in the device boot process is to enter the correct passcode for the user (for example, the device In response to a predetermined number of failures by a potentially malicious user who found or stole the vessel, And it can be implemented.

[0122] In some embodiments, the mobile application controller 320 is used by the device In response to predetermined criteria indicating loss or theft, data stored on the device It can be configured to automatically destroy data. For example, when unlocking a mobile device. Alternatively, a passcode may be required to boot, and an incorrect passcode may be entered a certain number of times. When input is received, the mobile application controller 320 will, even if the mobile device The device support device 102 receives commands via the network 106 from other devices. Even without doing so, data stored on the device can be destroyed. Another example is a mobile application. The idle controller 320 will perform an idle period (for example, an idle period of a predetermined number of days) After the interval, the system may be configured to perform the destruction process.

[0123] The destruction process in some embodiments involves destroying personal information that may be stored on the device (e.g., copies of images). True text messages, images, music, contacts, financial account information, and / or similar Wipe it clean, as it may be damaged. Mobile devices are for return, repair, adjustment, or sale. If the equipment is in transit or in the hands of an unwanted person, it may be handled by a third party. Whether hidden or public, data is located on a mobile device. And it can be wiped from any memory partition. Destruction process in some embodiments Seth is a memory chip, Secure Digital (SD) card, and / or other storage mechanism. It can become unusable and unrecoverable. In this regard, the data remaining in memory Based on the data remnant, those who can still extract data. By law, instead of purging the memory, some embodiments include memory, chips, and SD cards. To make cards and / or similar items completely inaccessible and / or illegible. For example, some embodiments ensure that no one can extract any data remnants. Therefore, you either "shock" or "burn" the memory. As a result, users may have access to their private data, which could later be accessed by unauthorized persons. It is possible to avoid leaving any traces.

[0124] [Equipment Assessment] Figure 15 shows a flowchart of an example method for providing equipment assessment and buyback or insurance proposal generation. The diagram is shown below. In relation to this, Figure 15 shows the customer service center equipment 110, mobile devices In the support device 102 and / or the mobile device 104, and / or This shows the actions that can be performed by them.

[0125] The operation shown in Figure 14 and described therein is, for example, that of the processing circuit 210 and processor 2 12. Memory 214, communication interface 218, support service controller 220 Processing circuit 310, processor 312, memory 314, user interface 316, Of the communication interface 318 or the mobile application controller 320 One or more of them, with their support and / or under their control obtain.

[0126] Operation 1500 may include receiving device status data from a mobile device. The data may include, for example, any type of state data as described above. According to an example embodiment, The status data, as an addition or replacement, includes the solution implementation result information as described above. May include. Operation 1510, based at least part of the received status data, mobile device One or more potential, for example, anticipated or existing, obstacles related to This may include making a judgment. One or more failures may affect the aforementioned processes, operations, or the same It may be determined according to one of the following. Operation 1520 is, as described above, one or Based on at least multiple potential failures, one or more potential failures This may involve determining multiple possible solutions. Operation 1530 is a solution Based at least part of the solution implementation results information, we can ensure that at least one problem is resolved. This may include determining the rate. Such probability information may include, for example, the processes, actions, and Or it can be determined according to one of the same. Processing circuit 210, processor 212, Memory 214, communication interface 218, support service controller 220, processing Circuit 310, processor 312, memory 314, communication interface 318, and / or Alternatively, the mobile application controller 320 operates, for example, 1500, 1510 This may provide means for carrying out 1520 and 1530.

[0127] Operation 1540 may include determining the current value of the mobile device. Therefore, the judgment may be based at least in part on the potential impairment determined in operation 1510. According to the example of implementation, the value is information relating to the manufacturer and / or model of the mobile device. This is useful when determining the age of a mobile device and / or its value. The received mobile device status data may contain other mobile device status data, such as At least partially, it can be based on. According to further embodiments, the current value is probabilistic information The judgment may be based on, at least in part, one potential The probability that a particular problem will be successfully resolved in response to the implementation of one or more solutions. Based at least partially, such probability information can be used in the solution implementation results, as mentioned above. The decision is made based, at least in part, on the information received regarding the equipment. The values ​​are, for example, based on faults that are likely to be fixed relatively easily through the application of routine solutions. Therefore, it will not be lowered (at least not significantly). On the other hand, obstacles that are unlikely to be resolved will be... This can negatively affect the value of the vessel. According to one embodiment, the value determined in operation 1540 is , which may include the insured value. According to a further embodiment, operation 1540 is not one, It may involve two steps. For example, determining whether a mobile device is eligible for assessment. The first step may precede the determination of the value of the mobile device. Eligibility is, for example, receiving The device status data, one or more identified faults, one or more identified faults The solution, and / or the implementation of the solution as described above, is causing problems. This can be judged based on probabilistic information, such as the probability of it being repaired. As a specific example, severely damaged Devices with particularly serious malfunctions, such as displays, "rooting" Alternatively, equipment that has been severely compromised through similar means, or water damage. The equipment may be deemed unsuitable for assessment. If the equipment is deemed suitable, the assessment step will not be performed. A rap may be performed. Processing circuit 210, processor 212, memory 214, communication interface -218, support service controller 220, processing circuit 310, processor 312 , memory 314, communication interface 318, and / or mobile application The controller 320 may, for example, provide means for performing operation 1540.

[0128] Operations 1545 and 1550 respectively address insurance proposals, for example, for mobile devices. Whether to generate an insurance quote and buyback offer, for example, to buy back mobile devices This may include determining whether to generate a proposal. Regarding operation 1550, mobile Current value may be used when deciding whether to generate a proposal to purchase the equipment. According to one embodiment, the current value and the aforementioned probability information, for example, at least one potential Whether the probability of resolving the existing problem generates a proposal to buy mobile devices It can be used to determine the current value and the aforementioned probability. Based at least part of the report, this buyback score may be determined and then compared to a threshold. As a result, offers to buy mobile devices are generated only if the threshold is met. It will come to be.

[0129] Regarding operation 1545, if a mobile device is eligible for inclusion in one or more insurance policies Whether or not there is at least some information regarding potential obstacles and / or current value, This can be determined based on the fact that the mobile device is in relation to one or more insurance policies. It is indeed eligible (for example, based on equipment status data or information derived from equipment status data) If it is determined that the insurance period is sufficient, compensation will be provided for the loss of the equipment. A proposal regarding this could be made, for example, an insurance quote could be generated and presented to the user.

[0130] According to further embodiments, the current value and the aforementioned probability information, for example, at least 1 The probability of resolving one of the potential failures, both of which are covered by insurance against the loss of the equipment. This can be used to determine whether or not to generate an insurance quote. For example, insurance The possibility score may be determined based at least in part on the aforementioned current value and probability information. The insuranceability score can then be compared to a threshold, thereby determining if the estimate meets the threshold. It will only be generated when added. Processing circuit 210, processor 212, memory 214, communication interface 218, support service controller 220, processing circuit 3 10, processor 312, memory 314, communication interface 318, and / or The application controller 320 performs operations 1545 and 1550, for example. It can provide the means to carry it out.

[0131] Operation 1560 may include generating a proposal. As mentioned above, the proposal is a mobile device A proposal to buy the vessel, for example, its dollar value with an appropriate period (for example, the proposal lasts for 24 hours) This may include, etc. According to another embodiment, the proposal is an insurance for a particular insurance policy. This may include estimates of: processing circuit 210, processor 212, memory 214, communication interface Face 218, support service controller 220, processing circuit 310, processor 3 12, memory 314, communication interface 318, and / or mobile application The control controller 320 may, for example, provide means for performing operation 1560.

[0132] [Conclusion] Figures 12 to 15 each illustrate a system, method, and configuration according to several embodiments. This shows a flowchart of a computer program product. Each block in the flowchart, and the blocks within the flowchart... The combination of blocks is one in which computer-readable program instructions are stored above it. This includes multiple computer-readable media, hardware and / or computer programs. It will be understood that this can be implemented through various means, such as RAM products. For example, One or more procedures described herein are computer program products This can be carried out by a program instruction. In this regard, the procedure described herein The computer program products(s) to be implemented are processors within the computing device. Actual One or more memory devices of a computing device that store executable instructions (for example) For example, it may include memory 214 and / or memory 314. In some embodiments, , the computer program product(s) that perform the aforementioned procedure RAM instructions can be stored in the memory devices of multiple computing devices. In order to generate a machine, any such computer program product Computer or other programmable device (e.g., mobile device support device 102, It can be loaded onto mobile devices 104 and / or other devices, thereby allowing the computer to Computer program products that include instructions to be executed on a printer or other programmable device. However, the goal is to create a means to perform the function specified in the flowchart block(s) (multiple blocks are possible). Furthermore, computer program products are computer-readable. Mori instructs a computer or other programmable device to function in a specific way. Thus, one or more computer program instructions can be stored on it. It may include data-readable memory, thereby allowing the computer program product to be a block of flowcharts. May include products that implement the features specified by (multiple) - one or more computers Computer program instructions for a program product can be used by a computer or other program. The instructions executed on the device implement the functions specified in the flowchart blocks(s). To generate a computer implementation process, a series of operations are performed by a computer or other To run on a programmable device, a computer or other programmable device ( For example, it can also be loaded onto mobile devices 104 and / or other devices.

[0133] As a result, the blocks in the flowchart represent combinations of means for performing a specified function and Supports combinations of actions to perform a specified function. One or more flowcharts. Each block, and any combination of blocks in the flowchart, is a dedicated tool for performing a specified function. Software-based computer systems, or dedicated hardware and computers It will also be understood that this can be implemented by combining instructions.

[0134] Therefore, the embodiments of the present invention provide a substantial technical contribution to the prior art. And in particular, resolving technical issues, namely malfunctions related to mobile devices, How to analyze and solve in an accurate and intuitive manner will be understood by those skilled in the art. It will be possible. Moreover, the embodiment provides an intuitive tool for resolving potential equipment failures. By providing this, we can improve equipment performance, reliability, and stability, among other things. This could offer a technological advantage.

[0135] Numerous modifications and other embodiments of the present invention described herein are related to the above description and Those skilled in the art who benefit from the technology presented in the diagrams below will likely realize the implications of these inventions. Therefore, the present invention is not limited to the specific embodiments disclosed. Modifications and other embodiments are intended to be included within the scope of the appended claims. It is understood. Furthermore, the above explanation and related diagrams are set of elements and / or functions. The examples of embodiments will be described in the context of combined examples, but the elements and / or functions may differ. A combination is provided by an alternative embodiment without departing from the scope of the appended claims. It should be understood that obtaining this is important. In this regard, for example, of elements and / or functions, Other combinations besides those explicitly described above may also be specified in some of the attached claims. This will be considered. Certain terms are used in this specification, but they are not intended to be restrictive. It is used only in a general and descriptive sense, not specifically as a target.

Claims

1. Receiving device status data from a mobile device, Escalate to a support session assisted by a customer service representative. To determine whether or not, The aforementioned decision on whether or not to escalate the issue resulted in the aforementioned support session. In such cases, multiple specific customer service representatives may be assigned to the support session. The decision will be based at least partially on information regarding the customer support representative, Assigning the aforementioned specific customer service representative to the support session, The record of the received device status data is provided to the assigned customer service representative. To provide A method that includes this.

2. The support session escalated to the aforementioned customer service representative who assisted the aforementioned customer service representative. To determine whether to perform the procedure, at least a portion of the received device status data is used. The method according to claim 1, based on the above.

3. The decision is made based at least in part on the received device status data and the user's level of sophistication. The method according to claim 1, further comprising the following:

4. The support session escalated to the aforementioned customer service representative who assisted the aforementioned customer service representative. The decision of whether or not to perform the action is at least partly related to the user's level of sophistication, and further The method according to claim 3, based on the present invention.

5. Identifying the aforementioned specific customer service representative is at least related to the user's level of sophistication. The method according to claim 3, which is also partly based on further.

6. The aforementioned user sophistication level indicator will be provided to the aforementioned specific customer support staff. The method according to claim 3, including the following.

7. The aforementioned device status data is obtained before the support session starts, from the mobile device The information relating to one or more actions performed by a user of claim 1, Method of loading.

8. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, The method described in item 7.

9. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. The method described in item 8.

10. Regarding one or more actions performed by the user of the mobile device The information includes an indicator of one or more corrective actions taken by the user. The method described in item 1.

11. The one or more corrective measures performed by the user are one or more The method according to claim 10, comprising using a self-help tool.

12. The one or more corrective actions performed by the aforementioned user are accessed by the service The method according to claim 10, comprising one or more operations performed according to port information.

13. The information relating to the aforementioned multiple customer service representatives includes the language spoken, the number of times an issue has been resolved, and the resolution of the issue. Claim 1 includes at least one of the following: decision success rate or customer feedback. The method.

14. Determining the specific customer service representative means that the received device status data is used before Claim 1 includes associating the information relating to a plurality of customer support personnel. The method.

15. Based at least part of the received device status data, 1 related to the mobile device This further includes determining one or more potential disorders, The information relating to the plurality of customer service representatives is the information of the customer service representatives Each of the indicators of experience in resolving one or more potential obstacles, The method according to claim 1.

16. The information relating to the aforementioned multiple customer service representatives is, the specific, Claim 1 includes each indicator of experience in resolving problems arising from the equipment configuration. The method.

17. Escalate to a support session assisted by a customer service representative. Determining whether or not an escalation request has been received is the same as determining whether or not an escalation request has been received. The method according to claim 1, including the method described in claim 1.

18. The received escalation request responds to the user's selection of escalation options. The method according to claim 17, which is generated by answering the question.

19. The escalation options are presented via a support portal, as described in claim 18. Method of loading.

20. The escalation options are presented via the mobile device, as described in claim 18. Method of loading.

21. Having at least one processor and program code instructions implemented therein A device comprising at least one memory, wherein the at least one memory and The program code instruction is transmitted by at least one processor to the device at least Receiving device status data from a mobile device, Escalate to a support session assisted by a customer service representative. To determine whether or not, If it is determined that the issue should be escalated, the support session with the mobile device will be initiated. To begin, The specific customer service representative assigned to the aforementioned support session is assigned to multiple customer support The decision will be based at least partially on information regarding the person in charge, Assigning the aforementioned specific customer service representative to the support session, The record of the received device status data is provided to the assigned customer service representative. To provide It is configured to instruct the system to do so. Device.

22. The device is used in the support session assisted by the customer service representative. Whether or not to escalate is added to at least part of the received device status data. The apparatus according to claim 21, which is instructed to make a judgment based on the above.

23. The device, based at least in part on the received device status data and user sophistication level, The apparatus according to claim 21, which is further instructed to make a judgment.

24. The device is used in the support session assisted by the customer service representative. Whether or not to escalate is based at least in part on the user's level of sophistication. The apparatus according to claim 23, which is instructed to make a judgment.

25. The device enables the specific customer service representative to determine the user's level of sophistication to at least The apparatus according to claim 23, which is instructed to make a judgment based on a part thereof.

26. The device provides the user sophistication level index to the specific customer support representative. The apparatus according to claim 23, further instructed to do so.

27. The aforementioned device status data is obtained before the support session starts, from the mobile device Claim 21 includes information relating to one or more actions performed by a user of The device described.

28. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, The apparatus described in item 27.

29. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. The apparatus described in item 28.

30. Regarding one or more actions performed by the user of the mobile device The information includes an indicator of one or more corrective actions taken by the user. The apparatus described in item 27.

31. The one or more corrective measures performed by the user are one or more The apparatus according to claim 30, including the use of a self-help tool.

32. The one or more corrective actions performed by the aforementioned user are accessed by the service The apparatus according to claim 30, comprising one or more operations performed in accordance with port information.

33. The information relating to the aforementioned multiple customer service representatives includes the language spoken, the number of times an issue has been resolved, and the resolution of the issue. Claim 21 includes at least one of the following: decision success rate or customer feedback. A mounted device.

34. The device shall, at least, inform the specific customer service representative of the received device status data The determination is made by associating the data with the information relating to the multiple customer support personnel. The apparatus according to claim 21, which is instructed to do so.

35. The aforementioned device, based at least part of the received device status data, the mobile device Further instructions were given to determine one or more potential impairments related to the following: The information relating to the plurality of customer service representatives is the information of the customer service representatives Each of the indicators of experience in resolving one or more potential obstacles, The apparatus according to claim 21.

36. The information relating to the aforementioned multiple customer service representatives is, the specific, Claim 21 includes each indicator of experience in resolving problems arising from the equipment configuration. A mounted device.

37. The device escalates to a support session assisted by a customer service representative. Whether or not to escalate depends on whether or not an escalation request has been received. Therefore, the apparatus according to claim 21 is instructed to make a judgment.

38. The received escalation request responds to the user's selection of escalation options. The apparatus according to claim 37, which is generated by answering the question.

39. The escalation options are presented via a support portal, as described in claim 38. A mounted device.

40. The escalation options are presented via the mobile device, as described in claim 38. A mounted device.

41. A persistent computer-readable storage medium in which the program code portion is stored. A computer program product that includes, where the program code portion, at runtime, At least in place, Receiving device status data from a mobile device, Escalate to a support session assisted by a customer service representative. To determine whether or not, If it is determined that the issue should be escalated, the support session with the mobile device will be initiated. To begin, The specific customer service representative assigned to the aforementioned support session is assigned to multiple customer support The decision will be based at least partially on information regarding the person in charge, Assigning the aforementioned specific customer service representative to the support session, The record of the received device status data is provided to the assigned customer service representative. To provide It is configured to instruct the system to do so. Computer program products.

42. The device is used in the support session assisted by the customer service representative. Whether or not to escalate is added to at least part of the received device status data. A computer program product according to claim 41, which is instructed to make a judgment based on the above.

43. The device, based at least in part on the received device status data and user sophistication level, The computer program product according to claim 41, which is further instructed to make a judgment. 。

44. The device is used in the support session assisted by the customer service representative. Whether or not to escalate is based at least in part on the user's level of sophistication. A computer program product according to claim 43, which is instructed to make a judgment.

45. The device enables the specific customer service representative to determine the user's level of sophistication to at least Furthermore, the computer program according to claim 43 is instructed to make a judgment based in part on the following Lamb products.

46. The device provides the user sophistication level index to the specific customer support representative. The computer program product according to claim 43, which is further instructed to do so.

47. The aforementioned device status data is obtained before the support session starts, from the mobile device Claim 41 includes information relating to one or more actions performed by a user of The computer program products listed.

48. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, Computer program products as described in item 47.

49. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. Computer program products as described in item 48.

50. Regarding one or more actions performed by the user of the mobile device The information includes an indicator of one or more corrective actions taken by the user. The computer program product described in item 47.

51. The one or more corrective measures performed by the user are one or more The computer program according to claim 50, which includes using a self-help tool. product.

52. The one or more corrective actions performed by the aforementioned user are accessed by the service The computer according to claim 50, which includes one or more operations performed according to port information A computer program product.

53. The information relating to the aforementioned multiple customer service representatives includes the language spoken, the number of times an issue has been resolved, and the resolution of the issue. Claim 41 includes at least one of the following: decision success rate or customer feedback. Computer program products.

54. The device shall, at least, inform the specific customer service representative of the received device status data The determination is made by associating the data with the information relating to the multiple customer support personnel. A computer program product according to claim 41, which is instructed to do so.

55. The device, based at least part of the received device status data, the mobile device Further instructions were given to determine one or more potential impairments related to the following: The information relating to the plurality of customer service representatives is the information of the customer service representatives Each of the indicators of experience in resolving one or more potential obstacles, The computer program product according to claim 41.

56. The information relating to the aforementioned multiple customer service representatives is, the specific, Claim 41 includes each indicator of experience in resolving problems arising from the equipment configuration. Computer program products.

57. The device escalates to a support session assisted by a customer service representative. Whether or not to escalate depends on whether or not an escalation request has been received. Therefore, the computer program product according to claim 41 is instructed to make a judgment.

58. The received escalation request responds to the user's selection of escalation options. A computer program product according to claim 57, which is generated in response to the answer.

59. The escalation options are presented via a support portal, as described in claim 58. Computer program products.

60. The escalation options are presented via the mobile device, as described in claim 58. Computer program products.

61. At least one first processor and a first program code implemented therein A mobile device having at least one first memory having a command, the minimum At least one first memory and a first program code instruction, The first processor provides the mobile device with at least Collecting equipment status data, To transmit the aforementioned device status data A mobile device configured to instruct the user to do so, At least one second processor and a second program code implemented therein A customer service center device having at least one second memory having a command And the at least one second memory and the second program code instruction are the minimum At least one second processor is used to provide the customer service center equipment with at least Receiving the aforementioned device status data from the mobile device, Escalate to a support session assisted by a customer service representative. To determine whether or not, If it is determined that the issue should be escalated, the support session with the mobile device will be initiated. To begin, The specific customer service representative assigned to the aforementioned support session is assigned to multiple customer support The decision will be based at least partially on information regarding the person in charge, Assigning the aforementioned specific customer service representative to the support session, The record of status information received previously is provided to the assigned customer service representative. To provide A customer service center device is configured to instruct the system to perform the following actions. A system equipped with these features.

62. The customer service center device is assisted by the customer service representative. Whether to escalate to a support session is determined based on the received device status data. The system according to claim 61 is instructed to make a determination based on at least a further part of the following: 。

63. The customer service center device receives the equipment status data and user sophistication level. The system according to claim 61 is further instructed to make a determination based at least in part on the above. Hmm.

64. The customer service center device is assisted by the customer service representative. Whether or not to escalate to a support session depends less on the user's level of sophistication. The system according to claim 63, wherein the system is instructed to make a judgment based on a part of the above.

65. The customer service center device assigns the specific customer service representative to the user. The judgment is to be made based at least in part on the level of proficiency, as described in claim 63. The system. The customer service center device uses the user sophistication index to determine the level of user sophistication for a specific customer. The system according to claim 63, which is further instructed to be provided to the port operator.

66. The aforementioned device status data is obtained before the support session starts, from the mobile device Claim 61 includes information relating to one or more actions performed by a user of The system described.

67. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, The system described in item 66.

68. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. The system described in item 67.

69. Regarding one or more actions performed by the user of the mobile device The information includes an indicator of one or more corrective actions taken by the user. The system described in item 66.

70. The one or more corrective measures performed by the user are one or more The system according to claim 69, including the use of a self-help tool.

71. The one or more corrective actions performed by the aforementioned user are accessed by the service The system according to claim 69 includes one or more operations performed according to port information. Hmm.

72. The information relating to the aforementioned multiple customer service representatives includes the language spoken, the number of times an issue has been resolved, and the resolution of the issue. Claim 61 includes at least one of the following: decision success rate or customer feedback. The system.

73. The customer service center device will, at least, assign the specific customer service representative to the customer service representative. The received device status data is associated with the information relating to the multiple customer support personnel. The system according to claim 61, wherein the system is instructed to make a judgment by doing so.

74. The customer service center device, based at least part of the received equipment status data, Furthermore, to determine one or more potential malfunctions related to the mobile device I was instructed, The information relating to the plurality of customer service representatives is the information of the customer service representatives Each of the indicators of experience in resolving one or more potential obstacles, The system according to claim 61.

75. The information relating to the aforementioned multiple customer service representatives is, the specific, Claim 61 includes each of the indicators of experience in resolving problems arising from the equipment configuration. The system.

76. The aforementioned customer service center equipment provides support assisted by customer service personnel. Whether to escalate to the session depends on whether an escalation request has been received. The system according to claim 61, which is instructed to make a judgment by determining whether to do so. 。

77. The received escalation request responds to the user's selection of escalation options. The system according to claim 76, which is generated by answering the question.

78. The escalation options are presented via a support portal, as described in claim 77. The system.

79. The escalation options are presented via the mobile device, as described in claim 77. The system.

80. Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, To initiate a support session with the aforementioned mobile device, The mobile device status data and the information regarding one or more potential malfunctions , displayed via the graphical user interface associated with the support portal Making them do A method that includes this.

81. Based at least in part on the one or more of the aforementioned potential hazards, Further including determining one or more solutions, the one or more The information relating to the potential hazard is that the one or more solutions for the potential hazard The method according to claim 80, including a solution.

82. The information relating to the mobile device status data is installed on the mobile device. The method according to claim 80, which includes information relating to one or more applications. 。

83. The aforementioned graphical user interface is accessible by customer service representatives. A first graphical user interface displayed via a capable user terminal. The method according to claim 80.

84. The current display representation of the mobile device is represented by the first graphical user interface. The method according to claim 83, further comprising presenting via a .

85. The graphical user interface is displayed via the mobile device. The method according to claim 80, which is a second graphical user interface.

86. Escalate to a support session assisted by a customer service representative. The options for this are displayed via the second graphical user interface. The support session is initiated in response to the receipt of the selection of the option. The method according to claim 85.

87. One or more options for performing remote diagnostics on the mobile device, the support Presented via the graphical user interface associated with the portal The method according to claim 80, further comprising:

88. The information relating to the mobile device status data is obtained when the support session starts. Prior to that, regarding one or more actions performed by the user of the mobile device The method according to claim 80, including information.

89. The information relating to one or more actions performed by the user The method of claim 88, which includes information relating to support information accessed by the user. 。

90. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. The method described in item 89.

91. Regarding one or more actions performed by the user of the mobile device Claim 8, wherein the recorded information includes one or more corrective actions performed by the user. The method described in 8.

92. The one or more corrective measures performed by the user are one or more The method according to claim 91, comprising using a self-help tool.

93. The one or more corrective measures performed by the user This includes one or more actions performed according to the accessed support content. The method according to claim 91.

94. Having at least one processor and program code instructions implemented therein A device comprising at least one memory, wherein the at least one memory and The program code instruction is transmitted by at least one processor to the device at least Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, To initiate a support session with the aforementioned mobile device, The mobile device status data and the information regarding one or more potential malfunctions , displayed via the graphical user interface associated with the support portal Making them do It is configured to instruct the system to do so. Device.

95. The device, based at least in part on the one or more potential failures, You will be further instructed to determine one or more solutions to the problem, The information relating to one or more potential defects is related to the potential defects. The apparatus according to claim 94, comprising one or more of the aforementioned solutions.

96. The information relating to the mobile device status data is installed on the mobile device. The apparatus according to claim 94, including information relating to one or more applications. 。

97. The aforementioned graphical user interface is accessible by customer service representatives. A first graphical user interface displayed via a capable user terminal. The apparatus according to claim 94.

98. The device represents the current display of the mobile device to the first graphical user - The apparatus according to claim 97, which is further instructed to be presented via an interface. 。

99. The graphical user interface is displayed via the mobile device. The apparatus according to claim 94, which is a second user interface.

100. The device escalates to a support session assisted by a customer service representative. Options for performing the operation are provided via the second graphical user interface. Further instructions are given to display, and the support session receives the selection of the option. The apparatus according to claim 99, which is started in response to.

101. The device provides one or more options for performing remote diagnostics on the mobile device. The graphical user interface associated with the support portal The apparatus according to claim 94, which is further instructed to be presented via

102. The information relating to the mobile device status data is obtained when the support session starts. Prior to that, regarding one or more actions performed by the user of the mobile device The apparatus according to claim 94, including information.

103. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, The apparatus described in item 102.

104. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. The apparatus described in item 103.

105. Regarding one or more actions performed by the user of the mobile device Claim 1, wherein the recorded information includes one or more corrective measures performed by the user. The apparatus described in 02.

106. The one or more corrective measures performed by the user are one or more The apparatus according to claim 105, comprising the use of a self-help tool.

107. The one or more corrective measures performed by the user This includes one or more actions performed according to the accessed support content. The apparatus according to claim 105.

108. A persistent computer-readable storage medium in which the program code portion is stored. A computer program product that includes, wherein the program code portion, at runtime, At least in place, Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, To initiate a support session with the aforementioned mobile device, The mobile device status data and the information regarding one or more potential malfunctions , displayed via the graphical user interface associated with the support portal Making them do It is configured to instruct the system to do so. Computer program products.

109. The device, based at least in part on the one or more potential failures, You will be further instructed to determine one or more solutions to the problem, The information relating to one or more potential defects is related to the potential defects. The computer program according to claim 108, comprising one or more of the above solutions Lamb products.

110. The information relating to the mobile device status data is installed on the mobile device. The information relating to one or more applications as described in claim 108 Computer program products.

111. The aforementioned graphical user interface is accessible by customer service representatives. A first graphical user interface displayed via a capable user terminal. The computer program product according to claim 108.

112. The device represents the current display of the mobile device to the first graphical user -The following is instructed to be presented via an interface, as described in claim 111. Computer program products.

113. The graphical user interface is displayed via the mobile device. A second user interface, a computer program as described in claim 108. Item.

114. The device escalates to a support session assisted by a customer service representative. Options for performing the operation are provided via the second graphical user interface. Further instructions are given to display, and the support session receives the selection of the option. A computer program product according to claim 113, which is initiated in response to.

115. The device provides one or more options for performing remote diagnostics on the mobile device. The graphical user interface associated with the support portal The computer program according to claim 108 is further instructed to be presented via Mu product.

116. The information relating to the mobile device status data is obtained when the support session starts. Prior to that, regarding one or more actions performed by the user of the mobile device A computer program product according to claim 108, including information.

117. Regarding one or more actions performed by the user of the mobile device The information includes information about support information accessed by the user, Computer program products as described in item 116.

118. The information relating to the support information accessed by the user is A bill including one or more indicators of the user's satisfaction with the support information provided. Computer program products as described in item 117.

119. Regarding one or more actions performed by the user of the mobile device Claim 1, wherein the recorded information includes one or more corrective measures performed by the user. The computer program products described in item 17.

120. The one or more corrective measures performed by the user are one or more The computer program according to claim 119, which includes using a self-help tool Mu product.

121. The one or more corrective measures performed by the user This includes one or more actions performed according to the accessed support content. The computer program product according to claim 119.

122. Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, The current value of the mobile device is at least partially affected by one or more potential problems. Based on that, make a judgment. A method that includes this.

123. The mobile device status data includes solution implementation result information, and the method is Based at least in part on one or more potential defects related to the mobile device k, one or more possible solutions for the one or more failures Making a judgment, Based at least part of the solution implementation result information, at least one of the failures To determine the probability of solving it and The method according to claim 122, further comprising:

124. The determination of the current value is further based on the probability of resolving at least one of the obstacles. The method according to claim 123.

125. Based at least in part on the current value and the probability of resolving at least one obstacle Claim 123 further includes determining a buyback score for the mobile device. Method of description.

126. To determine whether the buyback score satisfies the threshold, and the buyback score If the threshold is satisfied, further generate a proposal to purchase the mobile device. The method according to claim 125, including the method described in claim 125.

127. The method according to claim 122, wherein the current value includes the current insured value.

128. Based at least in part on one or more potential defects related to the mobile device , to determine whether the mobile device is eligible for inclusion in a specific insurance policy. The method according to claim 122, further comprising:

129. The step of determining the current value of the mobile device is that the mobile device is assessed To determine whether it is eligible, and whether the mobile device is eligible for assessment. Claim 12, which includes determining the current value of the mobile device when such determination is made. The method described in 2.

130. Having at least one processor and program code instructions implemented therein A device comprising at least one memory, wherein the at least one memory and The program code instruction is transmitted by at least one processor to the device at least Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, The current value of the mobile device is at least partially affected by one or more potential problems. To make a judgment based on It is configured to instruct the system to do so. Device.

131. The aforementioned mobile device status data includes solution implementation result information, and the device, Based at least in part on one or more potential defects related to the mobile device k, one or more possible solutions for the one or more failures Making a judgment, Based at least part of the solution implementation result information, at least one of the failures To determine the probability of solving it and You will be further instructed to do the following: The apparatus according to claim 130.

132. The device further adds the current value to the probability of resolving at least one of the obstacles. The apparatus according to claim 131, which is instructed to make a judgment based on the following.

133. Based at least in part on the current value and the probability of resolving at least one obstacle Claim 131 further includes determining a buyback score for the mobile device. The device described.

134. The device determines whether the buyback score satisfies the threshold, and the buyback score If A satisfies the threshold, further generate a proposal to purchase the mobile device. The apparatus according to claim 133, as instructed.

135. The apparatus according to claim 130, wherein the current value includes the current insured value.

136. The device is less likely to cause one or more potential problems related to the mobile device. Based in part on this, we determine whether the mobile device is eligible for inclusion in a particular insurance policy. The apparatus according to claim 130, which is further instructed to make a judgment.

137. The device determines the current value of the mobile device, and whether the mobile device is eligible for assessment. To determine whether the mobile device is eligible for assessment. In such cases, the decision is made by determining the current value of the mobile device. The apparatus according to claim 130.

138. A persistent computer-readable storage medium in which the program code portion is stored. A computer program product that includes, wherein the program code portion, at runtime, At least in place, Receiving mobile device status data from a mobile device, Based at least part of the aforementioned mobile device status data, 1 related to the mobile device To determine a potential disorder in the facial features, The current value of the mobile device is at least partially affected by one or more potential problems. To make a judgment based on It is configured to instruct the system to do so. Computer program products.

139. The aforementioned mobile device status data includes solution implementation result information, and the device, Based at least in part on one or more potential defects related to the mobile device k, one or more possible solutions for the one or more failures Making a judgment, Based at least part of the solution implementation result information, at least one of the failures To determine the probability of solving it and You will be further instructed to do the following: The computer program product according to claim 138.

140. The device further adds the current value to the probability of resolving at least one of the obstacles. A computer program product according to claim 139, which is instructed to make a judgment based on the following.

141. Based at least in part on the current value and the probability of resolving at least one obstacle Claim 139 further includes determining a buyback score for the mobile device. The computer program products listed.

142. The device determines whether the buyback score satisfies the threshold, and the buyback score If A satisfies the threshold, further generate a proposal to purchase the mobile device. A computer program product according to claim 141, as instructed.

143. The computer program according to claim 138, wherein the current value includes the current insured value. Mu product.

144. The device is less likely to cause one or more potential problems related to the mobile device. Based in part on this, we determine whether the mobile device is eligible for inclusion in a particular insurance policy. A computer program product according to claim 138, which is further instructed to make a judgment.

145. The device determines the current value of the mobile device, and whether the mobile device is eligible for assessment. To determine whether the mobile device is eligible for assessment. In such cases, the decision is made by determining the current value of the mobile device. The computer program product according to claim 138.

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