Customer service messaging, such as on mobile devices
First Claim
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, anda middleware application for providing instant messaging capabilities,wherein the mobile phone is configured to display on the display device at least two instant messaging help addresses associated with help services for providing help to the user by way of instant messaging transactions, andwherein at least one of the instant messaging help addresses is automatically or initially added to a list of instant messaging addresses displayed by the mobile phone and which can not be removed by the user;
at least one help facility mapped to the at least two instant messaging help addresses, wherein the help facility is configured to;
receive a user-initiated instant message help request from the mobile phone based on user actuation of the input buttons and selection of one of the displayed instant messaging help addresses, determine an appropriate response based on the received user-initiated instant message help request, and provide at least one instant 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 instant messaging facility for facilitating communication between the mobile phone and the help facility.
3 Assignments
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Accused Products
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.
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Citations
14 Claims
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1. A system for providing help to users of mobile phones within a wireless network, the system comprising:
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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 instant messaging capabilities, wherein the mobile phone is configured to display on the display device at least two instant messaging help addresses associated with help services for providing help to the user by way of instant messaging transactions, and wherein at least one of the instant messaging help addresses is automatically or initially added to a list of instant messaging addresses displayed by the mobile phone and which can not be removed by the user; at least one help facility mapped to the at least two instant messaging help addresses, wherein the help facility is configured to; receive a user-initiated instant message help request from the mobile phone based on user actuation of the input buttons and selection of one of the displayed instant messaging help addresses, determine an appropriate response based on the received user-initiated instant message help request, and provide at least one instant 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 instant messaging facility for facilitating communication between the mobile phone and the help facility. - View Dependent Claims (2, 3, 4, 5)
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6. An apparatus for use in a wireless network, the apparatus comprising:
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wireless transceiver means; user input means for receiving user input; display means for displaying information to a user; memory means for storing data and instructions; and processor means coupled to the wireless transceiver means, user input means, display means and memory means; wherein the processing means is configured for executing instructions stored in the memory means; and
wherein the instructions include;a first process for accessing a first type of instant messaging help entity that is associated with a wireless service provider that provides wireless service to the apparatus, wherein the user cannot permanently terminate the access to the first type of instant messaging help entity from the apparatus; a second process for accessing a second type of instant messaging help entity that is external to the wireless service provider, wherein the user can permanently terminate the access to the second type of instant messaging help entity from the mobile device; and a third process for receiving an alert message from an instant messaging help entity of the first or second type, wherein the alert message is received in response to an event occurring that is associated with the user, and wherein the alert message is intended to initiate an exchange of instant messages between the user and the instant message help entity of the first or second type.
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7. A communication service system for providing customer service to a mobile device user, the system comprising:
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means for facilitating an instant messaging session for providing assistance to the mobile device user, including live assistance, automated assistance, or both automated and live assistance, wherein the instant messaging session occurs between an instant messaging help entity and the mobile device user, wherein the instant messaging help entity is accessible to the mobile device user, at least in part, via an instant messaging application at the mobile device, wherein if the instant messaging help entity is associated with a wireless service provider that provides service to the mobile device, the mobile device user cannot permanently terminate the access to the instant messaging help entity from the mobile device, wherein if the instant messaging help entity is external to the wireless service provider, the mobile device user can permanently terminate the access to the instant messaging help entity from the mobile device, wherein the instant messaging session includes sending instant messages to and receiving instant messages from the mobile device, and wherein the instant messages are displayed on a display component of the mobile device, means for providing automated help during the instant messaging session; and means for providing customer information used in providing both live assistance and automated assistance. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A method for providing access from a mobile station to one or more instant messaging help entities, the method comprising:
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providing access to one or more embedded instant messaging help entities from the mobile station, wherein the one or more embedded instant messaging help entities are associated with a mobile service provider for the mobile station, and wherein the access to the one or more embedded instant messaging help entities cannot be permanently terminated by a user of the mobile station; and providing selectable access to one or more external instant messaging help entities, wherein the one or more external instant messaging help entities are not directly associated with the mobile service provider for the mobile station, and wherein access to the one or more external instant messaging help entities can be controlled by the user of the mobile station, such that the user of the mobile station may add or remove an address of each of the one or more external instant messaging help entities to a list of instant messaging addresses.
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Specification