Customer Service Messaging, Such As On Mobile Devices

• US 20080214180A1
• Filed: 03/27/2008
• Published: 09/04/2008
• Est. Priority Date: 07/15/2004
• Status: Active Grant

• Current Assignee: Cingular Wireless 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 8,145,275 B2
• Time in Patent Office: Days
• US Class Current: 455/422.1
• 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,

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, and

wherein messaging capabilities are available on the mobile phone through a first messaging help address, and at least one other service on the mobile phone is deactivated;

at least one help facility mapped to the at least two messaging help addresses, wherein the help facility is configured to;

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

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

provide at least one message help response for display on the mobile phone to assist the user; 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 the first messaging help address is associated with assistance in initial wireless service activation, and wherein the help facility includes an automated facility employing an expert system or artificial intelligence system configured to:

receive the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in activating a wireless service account for the mobile phone;

automatically determine an appropriate response based on the received user-initiated message help request; and

automatically provide the message help response for display on the mobile phone to assist the user in activating the wireless service account.

3. The system of claim 1, wherein the at least one other service on the mobile phone is deactivated due to a wireless service account status, wherein the first messaging help address is associated with assistance in modifying the wireless service account status, and wherein the help facility includes an automated facility employing an expert system or artificial intelligence system configured to:

receive the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in modifying the wireless service account status;

automatically determine an appropriate response based on the received user-initiated message help request; and

automatically provide the message help response for display on the mobile phone, wherein the message help response comprises assistance in modifying the wireless service account status.

4. The system of claim 3, wherein the help facility is further configured to automatically provide a message to the mobile phone upon the deactivation of services due to the wireless service account status.

5. The system of claim 3, wherein the automated facility is further configured to:

receive a user-initiated response to the message help response; and

based on the user-initiated response, automatically reactivate at least one service on the mobile phone.

6. The system of claim 1, wherein the help facility determines 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.

7. 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 wireless service account status, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.

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 the 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,

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, and

wherein messaging capabilities are available on the mobile phone through a first messaging help address, and at least one other service on the mobile phone is deactivated;

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

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

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

9. The method of claim 8, wherein the first messaging help address is associated with assistance in initial wireless service activation, further comprising:

receiving the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in activating a wireless service account for the mobile phone;

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

automatically sending the message help response to the mobile phone, wherein the message help response comprises information to assist the user in activating the wireless service account.

10. The method of claim 8, wherein the at least one other service on the mobile phone is deactivated due to a wireless service account status, and wherein the first messaging help address is associated with assistance in modifying the wireless service account status, further comprising:

receiving the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in modifying the wireless service account status;

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

automatically sending the message help response to the mobile phone, wherein the message help response comprises assistance in modifying the wireless service account status.

11. The method of claim 10, further comprising automatically sending a message to the mobile phone upon the deactivation of at least one service due to the wireless service account status.

12. The method of claim 10, further comprising:

receiving a user-initiated response to the message help response; and

based on the user-initiated response, automatically reactivating at least one service on the mobile phone.

13. 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.

14. 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 wireless service account status, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.

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,

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, and

wherein messaging capabilities are available on the mobile phone through a first messaging help address, and at least one other service on the mobile phone is deactivated;

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

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

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

16. The computer-readable medium of claim 15, wherein the first messaging help addresses is associated with assistance in initial wireless service activation, further comprising instructions for:

receiving the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in activating a wireless service account for the mobile phone;

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

automatically sending the message help response to the mobile phone, wherein the message help response comprises information to assist the user in activating the wireless service account.

17. The computer-readable medium of claim 15, wherein the at least one other service on the mobile phone is deactivated due to a wireless service account status, and wherein the first messaging help address is associated with assistance in wireless service billing, further comprising instructions for:

receiving the user-initiated message help request, wherein the user-initiated message help request comprises a request for assistance in modifying the wireless service account status;

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

automatically sending the message help response to the mobile phone, wherein the message help response comprises assistance in modifying the wireless service account status.

18. The computer-readable medium of claim 17, further comprising instructions for automatically sending a message to the mobile phone upon the deactivation of services due to the wireless service account status.

19. The computer-readable medium of claim 17, further comprising instructions for:

receiving a user-initiated response to the message help response; and

based on the user-initiated response, automatically reactivating at least one service on the mobile phone.

20. 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.

21. 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 wireless service account status, a current wireless network communicating with the mobile phone, or a recent messaging registration of another user within the wireless network.