Method and apparatus for automatic processing of service requests on an electronic device
First Claim
1. A method performed by a computer system in communication with mobile devices via a packet-based network, the computer system including or having access to a data store, the method comprising:
- receiving from the packet-based network one or more first data packets including information in a first user input received by a first mobile device in a first context and information about the first context;
determining if the one or more first data packets include a first service request based on the information in a first user input and the information about the first context;
in response to the one or more first data packets including the first service request, searching the data store for a first script file including a first sequence of operation/display events for execution by the first mobile device to fulfill the first service request;
in response to the first scrip file not being found in the data store;
transmitting a signal to the first mobile device via the packet-based network to notify the first mobile device that the first script file is not found;
receiving from the first mobile device via the packet-based network one or more second data packets including the information in the first user input, the information about the first context, and a second sequence of operation/display events performed on the first mobile device to fulfill the first service request;
extracting a request template from the information in the first service request and the information about the first context;
building a first script file associated with the request template using the second sequence of operation/display events and the information about the first context; and
storing the first script file and the associated request template in the data store;
receiving from the packet-based network one or more third data packets including a second service request;
in response to the second service request being related to the request template, extracting variable information from the second service request and retrieving the first script file associated with the request template from the data store; and
transmitting one or more fourth data packets to the packet-based network, the one or more fourth data packets including the first script file together with the request template and the variable information.
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Abstract
Embodiments of the present application provides methods and apparatus capable of recording operation/display events on a mobile device used to fulfill a service request entered via a user interface of the mobile device. A recorded sequence of operation/display events is used to build a script file, which is associated with the service request. When the same or similar service request is received again, the script file associated with the service request is retrieved for execution by the mobile device to automatically brings up a series of operation/display events so that a user of the mobile device does not need to manually navigate through the sequence of operation/display events again in order to fulfill the service request.
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Citations
20 Claims
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1. A method performed by a computer system in communication with mobile devices via a packet-based network, the computer system including or having access to a data store, the method comprising:
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receiving from the packet-based network one or more first data packets including information in a first user input received by a first mobile device in a first context and information about the first context; determining if the one or more first data packets include a first service request based on the information in a first user input and the information about the first context; in response to the one or more first data packets including the first service request, searching the data store for a first script file including a first sequence of operation/display events for execution by the first mobile device to fulfill the first service request; in response to the first scrip file not being found in the data store;
transmitting a signal to the first mobile device via the packet-based network to notify the first mobile device that the first script file is not found;
receiving from the first mobile device via the packet-based network one or more second data packets including the information in the first user input, the information about the first context, and a second sequence of operation/display events performed on the first mobile device to fulfill the first service request;
extracting a request template from the information in the first service request and the information about the first context;
building a first script file associated with the request template using the second sequence of operation/display events and the information about the first context; and
storing the first script file and the associated request template in the data store;receiving from the packet-based network one or more third data packets including a second service request; in response to the second service request being related to the request template, extracting variable information from the second service request and retrieving the first script file associated with the request template from the data store; and transmitting one or more fourth data packets to the packet-based network, the one or more fourth data packets including the first script file together with the request template and the variable information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method performed by a mobile device in communication with a packet-based network, the method comprising:
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receiving a first input in a first context; obtaining from an operating system of the mobile device information about the first context; transmitting one or more first data packet to a server in the packet-based network, the one or more first data packets including information in the first input and the information about the first context; receiving one or more second data packets from the packet-based network; in response to the one or more second data packets including information related to the first input and a script file, executing the script file to bring about a first sequence of operation/display events on the mobile device, wherein executing the script file comprises causing the operating system to generate a series of simulated user inputs on the mobile device in accordance with the script file; in response to the one or more second data packets indicating that no script file associated with the information in the first input is found, prompting for user permission to enter a recording mode; and in response to receiving a second input with user permission to enter the recording mode, providing a transparent user interface that overlays a display screen of the mobile device;
capturing one or more additional inputs on the display screen using the transparent user interface and one or more displays under the transparent user interface corresponding to respective ones of the additional inputs;
for each additional input of the one or more additional inputs, generating an interpretation of the each additional input based on a corresponding display under the transparent user interface at the time the each user input is made and causing the operating system to generate a simulated user input to an application program running on the mobile device and providing the corresponding display;
forming a second sequence of operation/display events using the one or more additional inputs and one or more additional displays, and transmitting one or more third data packets to the packet-based network, the one or more third data packets including the information in the first input, the information about the first context, and the second sequence of operation/display events. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A system operable in a packet-based network, comprising:
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one or more processors; a data store; and memory storing instructions, the instructions configured to be executed by the one or more processors and cause the one or more processors to; receive from the packet-based network one or more first data packets including information in a first user input received by a first mobile device in a first context and information about the first context; determine if the one or more first data packets include a first service request based on the information in a first user input and the information about the first context; in response to the one or more first data packets including the first service request, search the data store for a first script file including a first sequence of operation/display events for execution by the first mobile device to fulfill the first service request; in response to the first scrip file not being found in the data store;
transmit a signal to the first mobile device via the packet-based network to notify the first mobile device that the first script file is not found;
receive from the first mobile device via the packet-based network one or more second data packets including the information in the first user input, the information about the first context, and a second sequence of operation/display events performed on the first mobile device to fulfill the first service request;
extract a request template from the information in the first service request and the information about the first context;
build a first script file associated with the request template using the second sequence of operation/display events and the information about the first context; and
store the first script file and the associated request template in the data store;receive from the packet-based network one or more third data packets including a second service request; in response to the second service request being related to the request template, extract variable information from the second service request and retrieving the first script file associated with the request template from the data store; and transmit one or more fourth data packets to the packet-based network, the one or more fourth data packets including the first script file together with the request template and the variable information. - View Dependent Claims (17, 18, 19, 20)
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Specification