METHOD, APPARATUS, AND COMPUTER PROGRAM PRODUCT FOR WIRELESS CUSTOMER SERVICES

• US 20100093319A1
• Filed: 10/14/2008
• Published: 04/15/2010
• Est. Priority Date: 10/14/2008
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Sherman, Stephen K.
• Granted Patent: US 8,655,340 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 67/303 Terminal profiles
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04M 2203/053 remote terminal provisioning, e.g. of applets
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/42178 by downloading data to substation equipment
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04W 8/245 from a network towards a terminal

Abstract

A method, apparatus, and computer program product for wireless customer service are provided. A request for assistance for a mobile device is received. Information regarding a type of the mobile device is received. A script that corresponds to the requested assistance for the mobile device is determined. The script that corresponds to the requested assistance is transmitted to the mobile device. In response to the mobile device receiving the script, the script is initiated on the mobile device. The script causes the mobile device to assist a user with a feature of the mobile device corresponding to the request for assistance.

Claims

1. A method for wireless customer service, comprising:

receiving a request for assistance for a mobile device;

receiving information regarding a type of the mobile device;

determining a script that corresponds to the requested assistance for the mobile device;

transmitting the script that corresponds to the requested assistance to the mobile device; and

in response to the mobile device receiving the script, initiating the script on the mobile device;

wherein the script causes the mobile device to assist a user with a feature of the mobile device corresponding to the request for assistance.

2. The method of claim 1, wherein receiving the request for assistance for the mobile device comprises at least one of:

the user contacting a wireless customer service representative to request assistance with the feature of the mobile device; and

the user contacting a wireless customer service system to request assistance with the feature of the mobile device.

3. The method of claim 1, wherein receiving information regarding the type of the mobile device comprises at least one of:

receiving information input by the user;

receiving information pulled from the mobile device; and

receiving information extracted from a customer database.

4. The method of claim 1, wherein determining the script that corresponds to the requested assistance for the mobile device comprises at least one of:

a customer service representative selecting the script based on the received information regarding the type of the mobile device and based on the feature in which assistance is requested; and

a wireless customer service system automatically determining the script to select based on the received information regarding the type of the mobile device and based on the feature in which assistance is requested.

5. The method of claim 1, wherein transmitting the script to the mobile device comprises transmitting the script via at least one of a:

Peer-to-peer connection;

electronic mail message;

multimedia messaging service; and

short message service.

6. The method of claim 1, wherein the script can be initiated on the mobile device by at least one of:

highlighting the script and pressing an enter key;

clicking on the script; and

providing an affirmative response to a query.

7. The method of claim 1, wherein the script is preconfigured to address the request for assistance for the mobile device, and wherein the script can be initiated a plurality oftimes to assist the user.

8. The method of claim 1, wherein the script is selected from a plurality of scripts, each being preconfigured to respectively assist with a plurality of features for a plurality of mobile devices.

9. A computer program product, tangibly embodied on a computer readable medium, for providing wireless customer services, the computer program product including instructions for causing a computer to execute a method, comprising:

receiving a request for assistance for a mobile device;

receiving information regarding a type of the mobile device;

determining a script that corresponds to the requested assistance for the mobile device;

transmitting the script that corresponds to the requested assistance to the mobile device; and

in response to the mobile device receiving the script, initiating the script on the mobile device;

wherein the script causes the mobile device to assist the user with a feature of the mobile device corresponding to the request for assistance.

10. The computer program product of claim 9, wherein receiving the request for assistance for a mobile device comprises at least one of:

the user contacting a wireless customer service representative to request assistance with the feature of the mobile device; and

the user contacting a wireless customer service system to request assistance with the feature of the mobile device.

11. The computer program product of claim 9, wherein receiving information regarding the type of the mobile device comprises at least one of:

receiving information input by the user;

receiving information pulled from the mobile device; and

receiving information extracted from a customer database.

12. The computer program product of claim 9, wherein determining the script that corresponds to the requested assistance for the mobile device comprises at least one of:

a customer service representative selecting the script based on the received information regarding the type of the mobile device and based on the feature in which assistance is requested; and

a wireless customer service system automatically determining the script to select based on the received information regarding the type of the mobile device and based on the feature in which assistance is requested.

13. The computer program product of claim 9, wherein transmitting the script to the mobile device comprises transmitting the script via at least one of a:

peer-to-peer connection;

electronic mail message;

multimedia messaging service; and

short message service.

14. The computer program product of claim 9, wherein the script is preconfigured to address the request for assistance for the mobile device.

15. The computer program product of claim 9, wherein the script is selected from a plurality of scripts, each being preconfigured to respectively assist with a plurality of features for a plurality of mobile devices.

16. A wireless customer service server for providing wireless customer service comprising:

memory for storing a program for providing wireless customer services; and

a processor, functionally coupled to the memory, the processor being responsive to computer-executable instructions contained in the program and operative to;

receive a request for assistance for a mobile device;

receive information regarding a type of the mobile device;

determine a script that corresponds to the requested assistance for the mobile device; and

transmit the script that corresponds to the requested assistance to the mobile device;

wherein in response to the mobile device receiving the script, the script is initiated on the mobile device; and

wherein the script causes the mobile device to assist a user with a feature of the mobile device corresponding to the request for assistance.

17. The server of claim 16, wherein receiving information regarding the type of the mobile device comprises at least one of:

receiving information input by the user;

receiving information pulled from the mobile device; and

receiving information extracted from a customer database.

18. The server of claim 16, wherein determining the script that corresponds to the requested assistance for the mobile device comprises automatically determining the script to select, based on the received information regarding the type of the mobile device and based on the feature in which assistance is requested.

19. The server of claim 16, wherein the script is preconfigured to address the request for assistance for the mobile device.

20. The server of claim 16, wherein the script is selected from a plurality of scripts, each being preconfigured to respectively assist with a plurality of features for a plurality of mobile devices.