MESSAGE INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE
First Claim
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1. A method of intercepting a text message initiated by a user with a mobile device, the method comprising:
- determining that the user has initiated a transmission of a text message to a party having an electronic address, wherein the text message is directed to the electronic address;
matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device;
intercepting the user-initiated transmission based on the matching of the electronic address to the one or more predetermined addresses; and
,locally performing the at least one action related to the matched predetermined address.
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Abstract
A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers send messages, such as text messages. If the message contains an address that corresponds to a predetermined address (such as a customer support address), the phone may intercept the message and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments are disclosed.
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Citations
26 Claims
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1. A method of intercepting a text message initiated by a user with a mobile device, the method comprising:
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determining that the user has initiated a transmission of a text message to a party having an electronic address, wherein the text message is directed to the electronic address; matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device; intercepting the user-initiated transmission based on the matching of the electronic address to the one or more predetermined addresses; and
,locally performing the at least one action related to the matched predetermined address. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for providing customer support to a user of a mobile device, the system comprising:
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a message intercept component that intercepts a message sent by a user at the mobile device when the message contains an electronic destination address that matches one or more predetermined addresses related to customer support; a script component that launches a script on the mobile device to perform an action on the mobile device for the user in response to a matched address; and
,an action component that performs the action on the mobile device for the user in response to the launched script. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. One or more computer memories containing a data structure stored on a mobile device, the data structure comprising one or more entries, each entry comprising:
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an electronic address, the address being a destination address for a customer support service, and, an indication of a script configured to launch upon interception of a text message initiated by a user at the mobile device when the text message is addressed to one or more of the destination addresses. - View Dependent Claims (24, 25, 26)
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Specification