LOCAL INTERCEPT METHODS, SUCH AS APPLICATIONS FOR PROVIDING CUSTOMER ASSISTANCE FOR TRAINING, INFORMATION CALLS AND DIAGNOSTICS

• US 20140080461A1
• Filed: 11/19/2013
• Published: 03/20/2014
• Est. Priority Date: 06/24/2005
• Status: Active Grant

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Roundtree, Brian, Allan, Kevin, Trinneer, Thomas
• Granted Patent: US 9,131,047 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G09B 7/02 of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
• CPC Class Codes: H04M 3/42017 Customized ring-back tones
• CPC Class Codes: H04M 3/42136 Administration or customisation of services
• CPC Class Codes: H04W 8/245 from a network towards a terminal

Abstract

A method of displaying a tutorial to a user of a mobile device is disclosed. In some examples, the mobile device receives an input associated with one or more user functions of the mobile device and launches a locally based application in response to the received input. The locally based application may output instructions to the user explaining to the user how to implement the one or more user functions.

Claims

1. A method performed by a mobile device, the method comprising:

automatically detecting, at the mobile device, one or more events from a set of events,

wherein each event in the set of events was previously determined to correspond to a situation in which a user is likely to encounter a problem or to need additional information;

automatically selecting, at the mobile device, one or more scripts from a database of scripts,

wherein the database of scripts is stored locally on the mobile device,

wherein the database of scripts includes multiple, different scripts, and

wherein the one or more scripts are selected based upon (A) the detected one or more events and (B) a proposed solution to resolve the encountered problem or a source for the additional information; and

locally performing, at the mobile device, an action based at least in part on the selected one or more scripts.

2. The method of claim 1, wherein the detected one or more events comprise an indication that the user is using a function of the mobile device for the first time or that a predetermined amount of time has elapsed since the user last used the function of the mobile device.

3. The method of claim 1, wherein the detected one or more events comprise receipt of a user-input phone number indicating a call to be completed to the phone number, and

wherein the phone number matches a phone number in a set of phone numbers previously determined to be likely to be dialed in the situation where the user is likely to have encountered the problem or to need additional information.

4. The method of claim 1, wherein the detected one or more events comprise receipt of a user-input phone number indicating a call to be completed to the phone number, and

wherein the action comprises intercepting the call for local handing on the mobile device.

5. The method of claim 1, wherein the detected one or more events comprise a call to an information service and the action comprises displaying a list of information previously requested from the information service;

or

wherein the detected one or more events comprise an access to a contacts data store and the action comprises displaying a list of previously requested contacts from the data store.

6. The method of claim 1, wherein the action comprises displaying marketing information related to the detected one or more events.

7. The method of claim 1, wherein the one or more scripts are capable of at least one of 1) providing customer care to a subscriber on the mobile device, 2) providing diagnostic tools to assist in diagnosing customer premises equipment related to a customer associated with the mobile device, 3) collecting metrics relating to the mobile device, 4) training a user to perform a task.

8. A mobile device, comprising:

a local storage component, the local storage component containing, on the mobile device, one or more scripts,

wherein the one or more scripts are related to a set of one or more predetermined events and the scripts are related to a proposed solution to resolve a problem or to a source for additional information;

an event detection component configured to automatically detect one or more events from the set of events,

wherein each event in the set of events was previously determined to correspond to a situation in which a user is likely to encounter a problem or to need additional information; and

a launching component, the launching component configured to;

automatically select, at the mobile device, one or more selected scripts from the local storage based on each selected script being;

related to at least one event detected by the event detection component, or

based on the selected script proposing a solution to resolve the encountered problem or indicating a source for the additional information; and

invoke one or more of the selected scripts to perform an action.

9. The mobile device of claim 8, wherein the action comprises presenting a list of top issues or questions pertaining to the event.

10. The mobile device of claim 8, wherein the action comprises presenting a list of top issues or questions pertaining to the event;

and

wherein the mobile device further comprises an input device configured to receive a selection of one or more of the presented issues or questions; and

wherein the action further comprises, in response to receiving the selection, presenting data relevant to the selected issue or question.

11. The mobile device of claim 8, wherein the action comprises executing, by the mobile device, multiple executables, and

wherein at least one of the executables accesses and alters one or more settings on the mobile device.

12. The mobile device of claim 8, wherein the action comprises displaying marketing information related to the detected one or more events.

13. The mobile device of claim 8, wherein the event detection component is further configured to detect the one or more events by detecting an indication that the user is using a function of the mobile device for the first time or that a predetermined amount of time has elapsed since the user last used the function of the mobile device.

14. A computer-readable storage device storing instructions configured to, when executed by a computing device, cause the computing device to perform operations by a mobile device, the operations comprising:

automatically detecting, at the mobile device, one or more events from a set of events,

wherein each event in the set of events was previously determined to correspond to a situation in which a user is likely to encounter a problem or to need additional information;

automatically selecting, at the mobile device, one or more scripts from a database of scripts,

wherein the database of scripts is stored locally on the mobile device,

wherein the database of scripts includes multiple, different scripts, and

wherein the one or more scripts are selected based upon (A) the detected one or more events and (B) a proposed solution to resolve the encountered problem or a source for the additional information; and

locally performing, at the mobile device, an action based at least in part on the selected one or more scripts.

15. The computer-readable storage device of claim 14, wherein the detected one or more events comprise an indication that the user is using a function of the mobile device for the first time or that a predetermined amount of time has elapsed since the user last used the function of the mobile device.

16. The computer-readable storage device of claim 14, wherein the detected one or more events comprise receipt of a dialed phone number indicating a call to be completed to the phone number, and

wherein the phone number matches a phone number in a set of phone numbers previously determined to be likely to be dialed in the situation where the user is likely to have encountered the problem or to need additional information.

17. The computer-readable storage device of claim 14, wherein the detected one or more events comprise receipt of a user-input phone number indicating a call to be completed to the phone number, and

wherein the action comprises intercepting the call for local handling on the mobile device.

18. The computer-readable storage device of claim 14, wherein the detected one or more events comprise a call to an information service and the action comprises displaying a list of information previously requested from the information service;

or

wherein the detected one or more events comprise an access to a contacts data store and the action comprises displaying a list of previously requested contacts from the data store.

19. The computer-readable storage device of claim 14, wherein the action comprises displaying marketing information related to the detected one or more events.

20. The computer-readable storage device of claim 14, wherein the one or more scripts are capable of at least one of 1) providing customer care to a subscriber on the mobile device, 2) providing diagnostic tools to assist in diagnosing customer premises equipment related to a customer associated with the mobile device, 3) collecting metrics relating to the mobile device, 4) training a user to perform a task.