Customer Service Messaging, Such As on Mobile Devices

• US 20080176541A1
• Filed: 03/27/2008
• Published: 07/24/2008
• Est. Priority Date: 07/15/2004
• Status: Active Grant

• Current Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Original Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: White, Christopher, Pache, Stacia Lynn, Cunningham, Ivy
• Granted Patent: US 7,945,252 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 2250/56 including a user help function

Abstract

A mobile device and corresponding service provider are configured to provide a user of the mobile device with access to one or more instant messaging help entities, from the mobile device. The one or more instant messaging help entities may be associated with the corresponding service provider or with a service that is external to the corresponding service provider. In some cases, some of the one or more instant messaging help entities may be embedded as part of the mobile device or service, so that access to the one or more help entities may not be permanently terminated by the user. In some cases, the user may control access to some of the one or more instant messaging help entities, such as by adding or removing the access to the instant messaging help entities from a list of instant messaging entities.

Claims

1. A system for providing help to users of mobile phones within a wireless network, the system comprising:

at least one mobile phone associated with a user, wherein the mobile phone includes;

user input buttons,

a display device, and

a middleware application for providing messaging capabilities,

wherein the mobile phone is configured to display on the display device at least two messaging help addresses associated with help services for providing help to the user by way of messaging transactions, and

wherein at least one of the messaging help addresses is automatically or initially added to a list of messaging addresses displayed by the mobile phone and which substantially can not be removed by the user;

at least one help facility mapped to the at least two messaging help addresses, wherein the help facility comprises an automated help facility and a live operator-assisted help facility, and wherein the help facility is configured to;

receive a first user-initiated help request message from the mobile phone based on user actuation of the input buttons and selection of one of the displayed messaging help addresses,

determine an appropriate response based on the received first user-initiated message help request,

provide at least one help response message for display on the mobile phone to assist the user,

receive a second user-initiated help request message from the mobile phone based on user actuation of the input buttons,

determine, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility, and

route the first user-initiated help request message to a live operator-assisted help facility; and

at least one telecommunications server coupled to the mobile phone and the help facility by way of the wireless network, wherein the telecommunications server includes an messaging facility for facilitating communication between the mobile phone and the help facility.

2. The system of claim 1, wherein one of the messaging help addresses is associated with assistance in initial wireless service activation, wherein the first user-initiated help request message comprises a request for assistance in activating a wireless service account for the mobile phone, and wherein the help facility is configured to:

automatically determine, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with assistance in initial wireless service activation.

3. The system of claim 1, wherein one of the messaging help addresses is associated with assistance in wireless service billing, wherein the first user-initiated help request message comprises a request for assistance in wireless service billing, and wherein the help facility is configured to:

automatically determine, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with assistance in wireless service billing.

4. The system of claim 1, wherein one of the messaging help addresses is associated with wireless service technical support, wherein the first user-initiated help request message comprises a request for wireless service technical support, and wherein the help facility is configured to:

automatically determine, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with wireless service technical support.

5. The system of claim 1, wherein the help facility determines whether to route the first user-initiated help request message to either the automated help facility or live operator-assisted help facility based on at least one of:

identity of the user, type of wireless account associated with the mobile phone, recent mobile phone activity, business history associated with the mobile phone or user, or whether a state of service associated with the mobile phone is active, suspended, or not yet active.

6. The system of claim 1 wherein the help facility is further configured to automatically provide a message to the mobile phone upon the occurrence of a predetermined event, wherein the predetermined event includes a location of the mobile phone, a status of a wireless service account associated with the mobile phone, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.

7. The system of claim 1 wherein the mobile phone or wireless network provides global positioning system or other position locating technology to determine a location of the mobile phone, wherein one of the at least two messaging help addresses is associated with roadside assistance, wherein the at least one help facility is a roadside assistance service in communication with the wireless network and the telecommunications server, and wherein the roadside assistance service help facility receives the determined location of the mobile phone and provides messaging help to the user via the mobile phone.

8. A method of providing help to users of mobile phones within a wireless network, the method comprising:

providing at least one help facility mapped to at least two messaging help addresses on at least one mobile phone,

wherein the help facility comprises an automated help facility and a live operator-assisted help facility,

wherein the mobile phone is associated with a user,

wherein the mobile phone comprises a display device and a middleware application for providing messaging capabilities,

wherein the mobile phone is configured to display on the display device at least two messaging help addresses associated with help services for providing help to the user by way of messaging transactions, and

wherein at least one of the messaging help addresses is automatically or initially added to a list of messaging addresses displayed by the mobile phone and which substantially can not be removed by the user;

receiving, at the help facility, a first user-initiated help request message from the mobile phone based on user selection of one of the displayed messaging help addresses;

determining an appropriate response based on the received first user-initiated help request message;

sending at least one help response message to the mobile phone to assist the user;

receiving, at the help facility, a second user-initiated help request message from the mobile phone;

determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility; and

routing the first user-initiated help request message to a live operator-assisted help facility.

9. The method of claim 8, wherein one of the messaging help addresses is associated with assistance in initial wireless service activation, and wherein the first user-initiated help request message comprises a request for assistance in activating a wireless service account for the mobile phone, further comprising:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with assistance in initial wireless service activation.

10. The method of claim 8, wherein one of the messaging help addresses is associated with assistance in wireless service billing, and wherein the first user-initiated help request message comprises a request for assistance in wireless service billing, further comprising:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with assistance in wireless service billing.

11. The method of claim 8, wherein one of the messaging help addresses is associated with wireless service technical support, and wherein the first user-initiated help request message comprises a request for wireless service technical support, further comprising:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with wireless service technical support.

12. The method of claim 8, further comprising determining whether to route the received user-initiated message help request to either the automated help facility or live operator-assisted help facility based on at least one of:

identity of the user, type of wireless account associated with the mobile phone, recent mobile phone activity, business history associated with the mobile phone or user, or whether a state of service associated with the mobile phone is active, suspended, or not yet active.

13. The method of claim 8, further comprising automatically providing a message to the mobile phone upon the occurrence of a predetermined event, wherein the predetermined event includes a location of the mobile phone, a status of a wireless service account associated with the mobile phone, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.

14. The method of claim 8, wherein the mobile phone or wireless network provides global positioning system or other position locating technology to determine a location of the mobile phone, wherein one of the at least two messaging help addresses is associated with roadside assistance, and wherein the at least one help facility is a roadside assistance service external to the wireless network and the telecommunications server, further comprising receiving, at the roadside assistance service help facility, the determined location of the mobile phone and sending messaging help to the mobile phone.

15. A computer-readable medium comprising computer-readable instructions for providing help to users of mobile phones within a wireless network, the computer-readable instructions comprising instructions for:

providing at least one help facility mapped to at least two messaging help addresses on at least one mobile phone,

wherein the help facility comprises an automated help facility and a live operator-assisted help facility,

wherein the mobile phone is associated with a user,

wherein the mobile phone comprises a display device and a middleware application for providing messaging capabilities,

wherein the mobile phone is configured to display on the display device at least two messaging help addresses associated with help services for providing help to the user by way of messaging transactions, and

wherein at least one of the messaging help addresses is automatically or initially added to a list of messaging addresses displayed by the mobile phone and which substantially can not be removed by the user;

receiving, at the help facility, a first user-initiated help request message from the mobile phone based on user selection of one of the displayed messaging help addresses;

determining an appropriate response based on the received first user-initiated help request message;

sending at least one help response message to the mobile phone to assist the user;

receiving, at the help facility, a second user-initiated help request message from the mobile phone;

determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility; and

routing the first user-initiated help request message to a live operator-assisted help facility.

16. The computer-readable medium of claim 15, wherein one of the messaging help addresses is associated with assistance in initial wireless service activation, and wherein the first user-initiated help request message comprises a request for assistance in activating a wireless service account for the mobile phone, further comprising instructions for:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with assistance in initial wireless service activation.

17. The computer-readable medium of claim 15, wherein one of the messaging help addresses is associated with assistance in wireless service billing, and wherein the first user-initiated help request message comprises a request for assistance in wireless service billing, further comprising instructions for:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with wireless service billing.

18. The computer-readable medium of claim 15, wherein one of the messaging help addresses is associated with wireless service technical support, and wherein the first user-initiated help request message comprises a request for wireless service technical support, further comprising instructions for:

automatically determining, based on the second user-initiated help request message, whether to route the first user-initiated help request message to a live operator-assisted help facility associated with wireless service technical support.

19. The computer-readable medium of claim 15, further comprising instructions for determining whether to route the received user-initiated message help request to either the automated help facility or live operator-assisted help facility based on at least one of:

identity of the user, type of wireless account associated with the mobile phone, recent mobile phone activity, business history associated with the mobile phone or user, or whether a state of service associated with the mobile phone is active, suspended, or not yet active.

20. The computer-readable medium of claim 15, further comprising instructions for automatically providing a message to the mobile phone upon the occurrence of a predetermined event, wherein the predetermined event includes a location of the mobile phone, a status of a wireless service account associated with the mobile phone, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.

21. The computer-readable medium of claim 15, wherein the mobile phone or wireless network provides global positioning system or other position locating technology to determine a location of the mobile phone, wherein one of the at least two messaging help addresses is associated with roadside assistance, and wherein the at least one help facility is a roadside assistance service external to the wireless network and the telecommunications server, further comprising instructions for receiving, at the roadside assistance service help facility, the determined location of the mobile phone and sending messaging help to the mobile phone.