Customer service messaging, such as on mobile devices

• US 7,356,345 B2
• Filed: 03/28/2005
• Issued: 04/08/2008
• Est. Priority Date: 07/15/2004
• Status: Active Grant

• Current Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Original Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: White, Christopher, Pache, Stacia Lynn, Cunningham, Ivy
• Primary Examiner(s): Feild; Joseph
• Assistant Examiner(s): DOAN, KIET M
• Application Number:
  US11/092,199
• Publication Number:
  US 20060014552A1
• Time in Patent Office: 1,107 Days
• Field of Search: 455/466, 455/414, 455/412, 455/412.1, 455/411
• US Class Current: 455/466
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 2250/56 including a user help function

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.

Claims

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, 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.

2. The system of claim 1 wherein one of the instant messaging help addresses is associated with assistance in initial wireless service activation, and wherein the help facility includes an automated facility employing an expert system or artificial intelligence system configured to:

automatically receive a user-initiated instant message help request for assistance in activating a wireless service account for the mobile phone;

automatically determine an appropriate response based on the received user-initiated instant message help request; and

automatically provide at least one instant message help response for display on the mobile phone to assist the user in activating the wireless service account.

3. The system of claim 1 wherein the help facility includes an automated help facility and a live operator-assisted help facility, and wherein the help facility determines whether to route the received user-initiated instant message help request to either the automated help facility or live operator-assisted help facility based on at least one of:

identity of the user, type of wireless account associated with the mobile phone, recent mobile phone activity, business history associated with the mobile phone or user, or whether a state of service associated with the mobile phone is active, suspended, or not yet active.

4. The system of claim 1 wherein the help facility is further configured to automatically provide a short message service (SMS) message to the mobile phone upon the occurrence of a predetermined event, wherein the predetermined event includes a location of the mobile phone, a status of a wireless service account associated with the mobile phone, a current wireless network communicating with the mobile phone, or recent instant messaging registration of another user within the wireless network.

5. The system of claim 1 wherein the mobile phone or wireless network provides global positioning service (GPS) or other position locating technology to determine a location of the mobile phone, wherein one of the at least two instant messaging help addresses is associated with roadside assistance, wherein the at least one help facility is a roadside assistance service external to the wireless network and the telecommunications server, and wherein the roadside assistance service help facility receives the determined location of the mobile phone and provides instant messaging help to the user via the mobile phone.

6. An apparatus for use in a wireless network, the apparatus comprising:

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.

7. A communication service system for providing customer service to a mobile device user, the system comprising:

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.

8. The system of claim 7 wherein the instant messaging help entity is an activation help entity associated with the wireless service provider and wherein the instant messaging help entity provides assistance in activating the mobile device.

9. The system of claim 7 wherein the instant messaging help entity is an activation help entity associated with the wireless service provider, wherein the instant messaging help entity provides assistance in activating the mobile device, and wherein access to the instant messaging help entity is terminated by the wireless service provider once the device is activated.

10. The system of claim 7 wherein the instant messaging help entity is a billing support help entity associated with the wireless service provider, and wherein the instant messaging help entity provides billing help for the mobile device user.

11. The system of claim 7 wherein the instant messaging help entity is a technical support entity associated with the wireless service provider and wherein the instant messaging help entity provides assistance with technical features of the mobile device or the wireless service.

12. The system of claim 7 wherein the instant messaging help entity is a customer service entity external to the wireless service provider, and wherein the instant messaging help entity is selected by the mobile device user for being accessible from the mobile device.

13. The system of claim 7 wherein the instant messaging help entity is an emergency service help entity external to the wireless service provider, and wherein the instant messaging help entity is selected by the mobile device user for being accessible from the mobile device.

14. A method for providing access from a mobile station to one or more instant messaging help entities, the method comprising:

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.