DYNAMIC MOBILE DEVICE FEEDBACK METHODS, SYSTEMS, AND APPARATUS

• US 20160029145A1
• Filed: 07/25/2014
• Published: 01/28/2016
• Est. Priority Date: 07/25/2014
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Mahajan, Amit, Moon, Hannah Y., Morley, Dorothy Beau, ANGIOLILLO, JOEL S., Bersano, Elizabeth
• Granted Patent: US 9,674,638 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: H04W 24/08 Testing, supervising or monitoring using real traffic
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring

Abstract

A dynamic mobile device feedback system is described. Feedback may be obtained using a device feedback client residing on the mobile device and a feedback server remote to the mobile device. The device feedback client may receive feedback solicitation inquiries (invitations/queries) and presentation rules from the feedback server, monitor the mobile device, identify trigger events associated with the mobile device, present the feedback solicitation inquiries in accordance with the presentation rules, and receive feedback from the user of the mobile device. The feedback may be sent to the feedback server for further processing.

Claims

1. A method, comprising:

receiving by a device feedback client residing on a mobile device from a feedback server, feedback solicitation inquiries and presentation rules;

monitoring the mobile device with the device feedback client for trigger events;

identifying at least one of the trigger events associated with the mobile device with the device feedback client; and

presenting the feedback solicitation inquiries by the mobile device to a user of the mobile device in accordance with the presentation rules based on the identified at least one trigger event.

2. The method of claim 1, wherein the feedback solicitation inquiries comprise an invitation and a survey.

3. The method of claim 2, wherein the presenting step comprises:

presenting the invitation by the mobile device in accordance with the presentation rules;

receiving an affirmative response to the presented invitation by the mobile device; and

presenting the survey in response to the affirmative response in accordance with the presentation rules.

4. The method of claim 3, wherein the receiving step comprises:

verbally receiving the affirmative response; and

converting the verbal response to an electronic response for processing by the mobile device client.

5. The method of claim 1, wherein the presenting step comprises:

converting at least one of the feedback solicitation inquiries to speech; and

verbally presenting the converted at least one of the feedback solicitation inquiries.

6. The method of claim 1, wherein the feedback solicitation inquiries comprise a survey and wherein the method further comprises:

receiving by the device feedback client, responses to the survey from the user of the mobile device; and

recording the received user responses.

7. The method of claim 6, further comprising:

collecting information about the mobile device with the device feedback client; and

transmitting the recorded user responses and the collected mobile device information to the feedback server.

8. The method of claim 1, wherein the trigger event is an action performed on the mobile device by the user and wherein the feedback solicitation inquiries comprise a survey including at least one selection option for selection of a pre-defined feedback statement by the user that is presented in response to the performed action.

9. A mobile device, comprising:

a memory component;

a device feedback client stored in the memory component;

a transceiver;

a user interface; and

a processor coupled to the memory component, the transceiver, and the user interface, the processor configured to implement the device feedback client to receive feedback solicitation inquiries and presentation rules via the transceiver from a feedback server, monitor the mobile device for trigger events, identify at least one of the trigger events associated with the mobile device, and present via the user interface the feedback solicitation inquiries to a user of the mobile device in accordance with the presentation rules based on the identified at least one trigger event.

10. The mobile device of claim 9, wherein the memory component and processor are each secure components of the mobile device.

11. The mobile device of claim 9, wherein the feedback solicitation inquiries comprise an invitation and a survey.

12. The mobile device of claim 11, wherein the processor presents the feedback solicitation inquiries by being configured to present the invitation in accordance with the presentation rules, receive an affirmative response to the presented invitation by the mobile device, and present the survey in response to the affirmative response in accordance with the presentation rules.

13. The mobile device of claim 12, further comprising:

a microphone configured to verbally receive the affirmative response; and

a speech converter coupled between the microphone and the processor, the speech converter configured to convert the verbal response to an electronic response for processing by the processor.

14. The mobile device of claim 9, further comprising:

a speech converter coupled to the processor, the speech converter configured to convert at least one of the feedback solicitation inquiries to a verbal inquiry; and

a speaker coupled to the speech converter to verbally present the verbal inquiry to the user of the mobile device.

15. The mobile device of claim 9, wherein the feedback solicitation inquiries comprise a survey and wherein the processor is further configured to implement the device feedback client to receive responses from the user of the mobile device and record the received user responses.

16. The mobile device of claim 15, wherein the processor is further configured to implement the device feedback client to collect information about the mobile device and transmit via the transceiver the recorded user responses and the collected mobile device information to the feedback server.

17. A system, comprising:

a feedback server configured to generate feedback solicitation inquiries and presentation rules; and

a plurality of mobile devices, each respective mobile device including a device feedback client configured to;

communicate with the feedback server to receive the feedback solicitation inquiries and the presentation rules,

monitor the respective mobile device to identify at least one trigger event associated with the respective mobile device,

present at least one of the plurality of feedback solicitation inquiries, in accordance with the presentation rules based on the identified at least one trigger event, to a user of the respective mobile device,

receive responses to the presented feedback solicitation inquiries from the user of the respective mobile device, and

transmit the received user responses to the feedback server.

18. The system of claim 17, wherein the device feedback client is further configured to collect information about the mobile device and transmit the collected mobile device information to the feedback server.

19. The system of claim 18, wherein the feedback server is configured to collect other information related to the mobile device from at least one source other than the mobile device and integrate the collected mobile device information and the collected other information.

20. The system of claim 17, wherein the feedback server is further configured to:

identify an issue associated with one of the plurality of mobile devices by parsing the received responses of that mobile device; and

validate the issue by parsing responses received from other ones of the plurality of mobile devices and comparing the response from the one of the plurality of mobile devices to the responses received from other ones of the plurality of mobile devices.

21. The system of claim 20, wherein the feedback server is further configured to:

post the validated issue to a network forum; and

assemble proposed solutions to the issue from the network forum.