Service provision

• US 20030096602A1
• Filed: 02/04/2002
• Published: 05/22/2003
• Est. Priority Date: 11/28/2001
• Status: Abandoned Application

• Current Assignee: Vertu Corporation Limited
• Original Assignee: Vertu Corporation Limited
• Inventors: Hunt, Lisa, Woolff, Philip
• Application Number:
  US10/061,161
• Publication Number:
  US 20030096602A1
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 1/72448 with means for adapting the functionality of the device according to specific conditions
• CPC Class Codes: H04M 1/72466 with selection means, e.g. keys, having functions defined by the mode or the status of the device
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 2250/58 including a multilanguage function
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A method and apparatus for providing a service in which a handheld personal communication device is used to make contact with a service centre providing a service in which information is transferred and tasks are performed on a user'"'"'s behalf in response to specific requests. The service centre responds to calls made from handheld devices and perform tasks in response to specific requests from the user relating to both help with operation of the handheld device and advice in response to specific requests channelled through the handheld device unrelated to the operation of the handheld device itself.

Claims

1. Apparatus for providing a personal and technical support service comprising

a handheld personal communication device

a support desk for responding to calls from the handheld personal communication device, and

a data source accessible to the support desk for providing information for both help with operation of the handheld device and advice in response to specific requests unrelated to the operation of the handheld device itself.

2. Apparatus according to claim 1 wherein the apparatus comprises a plurality of handheld personal communication devices and the support desk comprises a plurality of support desks, the handheld devices having respective dedicated keys programmed to contact respective ones of the support desks.

3. Apparatus according to claim 2 wherein the support desks provide respective modes of interaction for information transfer with incoming callers, the dedicated keys of the handheld devices having associated data indicative of one of the respective modes of interaction, the data being utilised in routing the call to the one of the support desks providing the selected mode of interaction.

4. Apparatus according to claim 3 wherein one of the plurality of modes of interaction comprises the mode of operation of the destination communication equipment.

5. Apparatus according to claim 3, wherein the associated data comprises routing information.

6. Apparatus according to claim 5, wherein the routing information comprises a specific destination telephone number.

7. Apparatus according to claim 6 wherein the dedicated key is programmed with the specific destination telephone number.

8. Apparatus according to claims 5, wherein the route comprises a specific destination switch.

9. Apparatus according to claim 3, wherein the selected mode of interaction is predefined by the user of the handheld device.

10. Apparatus according to claim 3, wherein the selected mode of interaction is defined at purchase of the handheld device.

11. Apparatus according to claim 3, wherein the mode of interaction comprises a language selected for information transfer.

12. Apparatus according to claim 1, wherein the data source is a plurality of data sources.

13. Apparatus according to claim 1, wherein the data source is a computer database.

14. Apparatus according to claim 13, wherein the computer database is accessed via the internet.

15. Apparatus according to claim 1, wherein the information includes information for help with emergency assistance.

16. Apparatus according to claim 1, wherein the information includes information for organisation of social activities.

17. Apparatus according to claim 1, wherein the information includes information for leisure support.

18. Apparatus according to claim 1, wherein the information includes information for roadside assistance.

19. Apparatus according to claim 1, wherein the service is contacted via a dedicated key on the handheld device.

20. A handheld personal communication device suitable for operation with the apparatus according to claim 1.

21. A service centre suitable for operation with the handheld device according to claim 20.

22. A method for providing a service, the method comprising:

providing a handheld personal communication device through which a user is able to make contact with a service centre providing a service in which information is transferred and tasks are performed on a user'"'"'s behalf in response to specific requests;

responding to calls made to the service centre to provide information and perform tasks in response to specific requests from the user relating to both help with operation of the handheld device and advice in response to specific requests unrelated to the operation of the handheld device itself.

23. A method according to claim 22 wherein the service centre comprises a plurality of support desks, and wherein respective handheld personal communications devices are provided each having a dedicated key programmed to contact a respective one of the plurality of support desks.

24. A method according to claim 23 wherein the support desks provide respective modes of interaction for information transfer with incoming callers.

25. A method according to claim 24 wherein one of the plurality of modes of interaction comprises the mode of operation of the destination communication equipment.

26. A method according to claim 24, wherein the selected mode of interaction is predefined by the user of the handheld device.

27. A method according to claim 24, wherein the selected mode of interaction is defined at purchase of the handheld device.

28. A method according to claim 24, wherein the mode of interaction comprises a language selected for information transfer.

29. A method according to claim 22, wherein the information is sourced from a database.

30. A method according to claim 22, wherein the information includes information for help with emergency assistance.

31. A method according to claim 22, wherein the information includes information for organisation of social activities.

32. A method according to claim 22, wherein the information includes information for leisure support.

33. A method according to claim 22, wherein the information includes information for roadside assistance.

34. A method according to claim 22, wherein the service is contacted via a dedicated key on the handheld device.

35. A handheld personal communication device for contacting a service centre providing services in accordance with claim 22.

36. A method according to claim 22, wherein queries on matters relating to the personal communication device comprise operational queries.

37. A method according to claim 22, wherein the operational queries comprise technical support for operation of the handheld device.