Cloud-based communication account security
First Claim
Patent Images
1. A method of providing user service, comprising:
- receiving, over a network, a request to resolve a problem relating to a networked user device;
selecting, based on the request and using a processor of a computer, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified;
analyzing, using the diagnostic algorithm selected, the user data related to the user account to identify the symptoms of the problem;
identifying, based at least in part on analyzing the user account, the symptoms of the problem;
diagnosing the cause of the symptoms identified, wherein the diagnostic algorithm selected causes the processor to perform operations for diagnosing the cause of the symptoms identified, the operations comprisingidentifying applications that are generating traffic on the networked user device,determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified,mapping network connections for the applications that are generating traffic on the networked user device, andcomparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified;
searching to identify a solution to resolve the cause of the symptoms; and
providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
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Abstract
A request is received over a network to resolve a problem relating to a networked user device. The request is accepted in order to provide user service. Based on the request, one of multiple available diagnostic algorithms is selected to analyze user data related to a user'"'"'s account to identify symptoms of the problem and diagnose a cause of the symptoms identified.
31 Citations
16 Claims
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1. A method of providing user service, comprising:
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receiving, over a network, a request to resolve a problem relating to a networked user device; selecting, based on the request and using a processor of a computer, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified; analyzing, using the diagnostic algorithm selected, the user data related to the user account to identify the symptoms of the problem; identifying, based at least in part on analyzing the user account, the symptoms of the problem; diagnosing the cause of the symptoms identified, wherein the diagnostic algorithm selected causes the processor to perform operations for diagnosing the cause of the symptoms identified, the operations comprising identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified; searching to identify a solution to resolve the cause of the symptoms; and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A tangible computer readable storage medium that stores a computer program that, when executed by a processor, causes a computer apparatus to perform operations comprising:
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receiving, over a network, a request to resolve a problem relating to a networked user device; selecting, based on the request, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified; analyzing, using the diagnostic algorithm selected, the user data related to the user account to identify the symptoms of the problem; identifying, based at least in part on analyzing the user account, the symptoms of the problem; diagnosing, using the diagnostic algorithm selected, the cause of the symptoms identified, wherein diagnosing the cause of the symptoms identified comprises identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified; searching to identify a solution to resolve the cause of the symptoms; and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
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16. A computer apparatus comprising:
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a processor; and a memory that stores instructions that, when executed by the processor, cause the processor to perform operations comprising receiving, over a network, a request to resolve a problem relating to a networked user device, selecting, based on the request, a diagnostic algorithm of a plurality of diagnostic algorithms to analyze user data in a user account to identify symptoms of the problem and diagnose a cause of the symptoms identified, identifying, based at least in part on analyzing the user account, the symptoms of the problem, diagnosing, using the diagnostic algorithm selected, the cause of the symptoms identified, wherein diagnosing the cause of the symptoms identified comprises identifying applications that are generating traffic on the networked user device, determining if each of the applications identified is an authorized application to identify the cause of the symptoms identified, mapping network connections for the applications that are generating traffic on the networked user device, and comparing the network connections for the applications that are mapped with preapproved network connections for the networked user device to diagnose unapproved mapped network connections as the cause of the symptoms identified, searching to identify a solution to resolve the cause of the symptoms, and providing, via the networked user device, a user using the networked user device with the solution to resolve the problem diagnosed, wherein the solution to resolve the cause of the symptoms identified is based at least in part on diagnosis of the unapproved mapped network connections as the cause of the symptoms identified.
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Specification