Mobile device remote control session activity pattern recognition

• US 20130262935A1
• Filed: 03/15/2013
• Published: 10/03/2013
• Est. Priority Date: 03/30/2012
• Status: Active Grant

• Current Assignee: Vmware LLC (Broadcom, Inc.)
• Original Assignee: AetherPal, Inc. (Broadcom, Inc.)
• Inventors: Palanichamy, Ranjithkumar, Charles, Calvin, Kutchuk, Artun
• Granted Patent: US 9,141,509 B2
• Time in Patent Office: Days
• US Class Current: 714/39
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: H04L 65/40 Support for services or applications
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

Disclosed is a method of updating Care knowledgebase for specific device models with identification of common device problem types and possible corrective actions for specific mobile device models based on the actions performed by the CSR remotely on the device or by the end user on the device during remote control session.

Claims

1. A remote control session activity pattern recognition method of updating Care knowledgebase for mobile devices comprising the steps of:

requesting a remote session request from a console to a device;

initiating said session recording and indexing said session based on the device number, device model and time stamp;

recording said session initiation request;

displaying all activities performed and corresponding device screen snapshots on said device and said remote control console;

recording all activities performed on the device during remote control session, such as key clicks, swipes, rotations, application start, application stop, device state, signal strength, etc.;

recording the device screen snapshots and video streams from the device during remote control session;

upon session termination a unique session event recording with corresponding device screen snapshots and video streams is stored in a file storage.

2. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein all activities performed on the remote control console within the device display pane are sent to said device.

3. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein said remote session event pattern matching is initiated in real-time as events are recorded. If matches are found then the event pattern with the associated corrective action are presented on the Remote Control Console.

4. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein said remote session activity pattern recognition process on the server is initiated based on system configuration, either at the completion of the remote control session or at specific event or time whereby said process reads the activity list for each session, filters the activities that are relevant to actions taken on the device, classifies the pattern and stores the classification with the patterns on the Device Model Corrective Action Knowledgebase.

5. The remote control session activity pattern recognition for mobile devices according to claim 1 including a step after pattern recognition process is completed wherein a ranking process is initiated whereby process patterns are grouped and ranked according to the number of occurrences for the specific device model.

6. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein said ranked patterns are analyzed by subject matter experts (SMES) and if solution is identified then the Device Model Corrective Action Knowledge base for the specific device model, and pattern are updated with a problem categorization and a solution entry by the SME.

7. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein when a remote control session is successfully established, the Remote Control Console retrieves the ranked list of activity patterns with solutions and presents the list on the Console.

8. The remote control session activity pattern recognition for mobile devices according to claim 1 wherein during a remote control session a CSR may select one of the common problems that have been observed and classified with its corresponding solutions whereby when a selection is made, then the solution is retrieved from the Device Model Corrective Action Knowledgebase with list of actions. If CSR executes the recommended corrective action on the device then the result is recorded by the CSR that is associated with the activity. This result is stored with the activity to support the ranking process of the corrective actions.