CALL INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE

• US 20140308935A1
• Filed: 05/19/2014
• Published: 10/16/2014
• Est. Priority Date: 02/20/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Roundtree, Brian, Allan, Kevin, Beinikis, Linda, Rush, Keldon
• Granted Patent: US 9,301,128 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G06F 9/454 Multi-language systems; Localisation; Internationalisation
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/125 involving control of end-device applications over a network
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 1/72427 for supporting games or graphical animations
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 1/72451 according to schedules, e.g. using calendar applications
• CPC Class Codes: H04M 1/72457 according to geographic location
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• 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 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 8/22 Processing or transfer of terminal data, e.g. status or physical capabilities

Abstract

A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments art disclosed.

Claims

1. A method for providing local assistance at a telecommunications device, wherein the telecommunications device is configured to connect to at least one network, the method comprising:

receiving at the telecommunications device a request for instructions or information;

before, after, or instead of placing a call or making a connection to a remote customer support system, providing locally on the telecommunications device an audible response,

wherein the audible response includes at least a first menu of options, and

wherein the audible response mimics or spoofs a call or connection to a customer support agent or call center;

receiving at the telecommunications device a user selection of one of the menu options; and

providing an action at the telecommunications device in response to the received user selection.

2. The method of claim 1,

wherein the audible response uses audio files or scripts that are locally stored at the telecommunications device, and

wherein the audio files or scripts are configured to cause the audible response to mimic an interactive voice response (IVR) system.

3. The method of claim 1,

wherein the audible response uses audio files or scripts that are locally stored at the telecommunications device,

wherein the audio files or scripts comprise a series of menus configured to allow the user to navigate through the menus to access desired information or perform actions, and

wherein one menu option is to have the telecommunications device place a call to the customer support agent.

4. The method of claim 1, wherein user input is determined to be the request for instructions or information based on detecting a call to a call center number.

5. The method of claim 1, further comprising downloading from a server computer via the telecommunications network a script or executable application for local storage on the telecommunications device, or an update to a script or executable application for local storage on the telecommunications device,

wherein the audible response is based on the downloaded or updated script or executable application.

6. The method of claim 1, wherein the telecommunications device is a mobile device, Internet appliance, wearable computer, set-top box, network personal computer (PC), personal computer, mini-computer, or mainframe computer.

7. The method of claim 1, wherein user input is determined to be the request for instructions or information based on detecting a call to a number in a predefined set of numbers.

8. The method of claim 1,

wherein user input is determined to be the request for instructions or information based on detecting a call to a number in a predefined set of numbers, and

wherein the set of numbers comprises at least one of:

411, 611, 911, and 133.

9. The method of claim 1, wherein the audible response comprises both audible output and visual output.

10. A computer-readable storage medium storing instructions configured to, when executed by a computing device, perform operations for providing local assistance at a telecommunications device, wherein the telecommunications device is configured to connect to at least one network, the operations comprising:

receiving at the telecommunications device a request for instructions or information;

before, after, or instead of placing a call or making a connection to a remote customer support system, providing locally on the telecommunications device an audible response,

wherein the audible response includes at least a first menu of options, and

wherein the audible response is based on audio files or scripts locally stored at the telecommunications device;

receiving at the telecommunications device a user selection of one of the menu options; and

providing an action at the telecommunications device in response to the received user selection.

11. The computer-readable storage medium of claim 10, wherein the telecommunications device is a mobile device, Internet appliance, wearable computer, set-top box, network personal computer (PC), personal computer, mini-computer, or mainframe computer.

12. The computer-readable storage medium of claim 10,

wherein the audio files or scripts are configured to cause the audible response to mimic an interactive voice response (IVR) system.

13. The computer-readable storage medium of claim 10,

wherein the audio files or scripts comprise a series of menus configured to allow the user to navigate through the menus to access desired information or perform actions, and

wherein one menu option is to have the telecommunications device place a call to the customer support agent.

14. The computer-readable storage medium of claim 10, wherein user input is determined to be the request for instructions or information based on detecting a call to a call center number.

15. The computer-readable storage medium of claim 10, wherein user input is determined to be the request for instructions or information based on detecting a call to a number in a predefined set of numbers.

16. The computer-readable storage medium of claim 10, wherein the audible response comprises both audible output and visual output.

17. A system for providing local assistance at a telecommunications device, wherein the telecommunications device is configured to connect to at least one network, the system comprising:

a memory;

one or more processors;

a roaming component configured to, using the one or more processors;

locally detect an event when the telecommunications device is roaming outside of a home network; and

in response to detecting the event, automatically execute an action at the telecommunications device,

wherein the action is in addition to, or excludes, display to the user of an indication that the telecommunications device is roaming,

wherein the telecommunications device locally takes the action to provide a context-sensitive service to the user related to the roaming, and

wherein the context-sensitive service includes providing, via telecommunications device, either;

a displayable or audible notice to the user of the telecommunications device, or an automatic change to local settings or to functions of the telecommunications device.

18. The system of claim 17, wherein automatically executing an action causes a script locally stored on the telecommunications device to alert the user that the telecommunications device has roamed outside of the home network and provides notice to the user indicating that certain wireless services are still available, that certain wireless services are no longer available, or both.

19. The system of claim 17, wherein the automatic execution of the action comprises offering to the user to automatically add country codes to phone numbers in an address book or in a speed dial list for the telecommunications device.

20. The system of claim 17, wherein the automatic execution of the action comprises automatically providing a display to the user offering to change a local setting on the telecommunications device.