US 11,900,393 B2
Guided computing device repair systems, methods, and apparatus
Mircea Ionescu, Westlake, OH (US); Patrick Scott McLaughlin, Westlake, OH (US); Ryan Joseph Turner, Westlake, OH (US); Cameron Messier, Westlake, OH (US); and Anthony Glyadchenko, Westlake, OH (US)
Assigned to ASSURANT, INC., New York, NY (US)
Filed by Assurant, Inc., New York, NY (US)
Filed on Feb. 8, 2021, as Appl. No. 17/169,938.
Claims priority of provisional application 62/971,413, filed on Feb. 7, 2020.
Prior Publication US 2021/0248618 A1, Aug. 12, 2021
Int. Cl. G06F 3/00 (2006.01); G06Q 30/016 (2023.01); G06F 3/0484 (2022.01); G06F 3/0482 (2013.01)
CPC G06Q 30/016 (2013.01) [G06F 3/0482 (2013.01); G06F 3/0484 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A method comprising:
initiating a support session comprising initiating a link between customer service system and a first mobile computing device;
receiving, at the customer service system, a first data set associated with the first mobile computing device over a first network, wherein the first data set comprises one or more data values associated with the first mobile computing device;
determining, by the customer service system, a plurality of performance states for the first mobile computing device, the plurality of performance states comprising at least one performance state for one or more of a plurality of operational categories, wherein at least a first performance state associated with a first operational category comprises a first diagnostic indicator associated with the first mobile computing device;
displaying, at the customer service system, a first graphical user interface on a screen, the first graphical user interface comprising visual representations associated with two or more of the plurality of operational categories including the first operational category, wherein the visual representation associated with the first operational category comprises a first visual representation of the first diagnostic indicator, wherein the first visual representation of the first diagnostic indicator causes the visual representation associated with the first operational category to be visually distinct from a visual representation associated with a second operational category, and wherein the first visual representation of the first diagnostic indicator indicates a problem associated with the first operational category; and
displaying, at the customer service system and in response to receiving a selection of the first operational category or the first diagnostic indicator, a visual representation associated with a plurality of operational sub-categories associated with the first operational category including a visual representation associated with a first operational sub-category, wherein the visual representation associated with the first operational sub-category comprises a second visual representation of a second diagnostic indicator associated with the first operational sub-category, wherein the second visual representation of the second diagnostic indicator indicates a problem associated with the first operational sub-category;
determining, by the customer service system, one or more diagnostic messages associated with the problem associated with the first operational category or the problem associated with the first operational sub-category;
displaying, at the customer service system, one or more performance prompts at the first graphical user interface on the screen, the one or more performance prompts comprising the one or more of the diagnostic messages comprising first guidance to resolve the problem associated with the first operational category or the problem associated with the first operational sub-category;
displaying, at the customer service system and for each performance prompt, an unsuccessful feedback icon rendered at or adjacent to each of the performance prompts at the first graphical user interface on the screen, wherein each unsuccessful feedback icon defining a selectable icon comprising a visual representation of an unsuccessful performance prompt, wherein selection of the unsuccessful feedback icon is configured to trigger an indication that the first guidance to resolve the problem associated with the first operational category or the problem associated with the first operational sub-category were unsuccessful;
determining, by the customer service system and automatically and in response to receiving a selection of one of the feedback icons comprising the indication that the first guidance to resolve the problem associated with the first operational category or the problem associated with the first operational sub-category were unsuccessful, one or more additional diagnostic messages comprising additional guidance to resolve the problem associated with the first operational category or the problem associated with the first operational sub-category;
updating, automatically and in response to receiving a selection from one of the feedback icons, the screen to display the one or more of the additional diagnostic messages; and
terminating, in response to receiving an indication that the additional guidance to resolve the problem of one of the one or more additional diagnostic messages was successful, the support session.