Call intercept methods, such as for customer self-support on a mobile device

• US 8,285,263 B2
• Filed: 01/04/2011
• Issued: 10/09/2012
• 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
• Primary Examiner(s): Ly, Nghi H
• Application Number:
  US12/983,926
• Publication Number:
  US 20110117894A1
• Time in Patent Office: 644 Days
• Field of Search: 455/414.1, 455/415, 455/419, 455/435.1, 455/466
• 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 assistance to a wireless user device coupled to a network, the method comprising:

intercepting a request for assistance at the wireless user device,

wherein the intercepting is performed without a voice connection being completed with a recipient;

locally performing at least one task on the wireless user device,

wherein the locally performing includes accessing a script stored locally on the wireless user device, and

wherein the script is configured to;

interface with a script platform of the wireless user device by utilizing a script interface, and

locally perform the at least one task on the wireless user device; and

based upon the request and the at least one task, automatically;

modifying information in the wireless user device, and

performing locally on the wireless user device a predetermined series of operations that have been predetermined to likely resolve the request,

wherein the performing locally on the wireless user device a predetermined series of operations is performed without a voice connection with the recipient or a call center.

2. The method of claim 1 wherein the automatically modifying includes providing user driven manual support, proactive support based on an event in the device, or reactive support that reacts to a specific device state or user action.

3. The method of claim 1 wherein the automatically modifying includes correcting specific locations in a local memory for the wireless user device, re-installing information in the local memory, installing updated information in the local memory, or updating instructions in the network to which the wireless user device is connected.

4. The method of claim 1 wherein the method is implemented using software modules on the wireless user device.

5. The method of claim 1 wherein the method is implemented using a custom integrated circuit on the wireless user device.

6. An apparatus to permit a mobile device to locally process an action on the mobile device that would otherwise be performed at a call center, wherein the mobile device is coupled wirelessly to a wireless network, the apparatus comprising:

at least one server computer coupled to the wireless network, wherein the server computer is configured to receive an indication of calls made via the wireless network, and wherein the server computer is programmed to;

receive an indication of a communication from the mobile device to the call center;

determine whether the communication should be processed automatically by the mobile device;

if the communication is not to be intercepted, then allow the communication to continue for processing by the wireless network;

if the communication is to be intercepted, then intercept the communication and redirect or reroute the communication back to the mobile device for local processing at the mobile device, wherein the redirecting or rerouting of the communication is performed after a network connection is established with the mobile device;

wherein the redirecting or rerouting of the communication back to the mobile device includes sending a message directed to the mobile device; and

,

wherein the mobile device invokes an application at the mobile device to locally process an action that would otherwise be performed by the call center.

7. The apparatus of claim 6 wherein the message is sent to the mobile device via short message service (SMS), unstructured supplementary service data (USSD), internet protocol (IP), or a network signaling technology.

8. The apparatus of claim 6 wherein the server is an interactive voice response (IVR) system.

9. The apparatus of claim 6 wherein the communication is a customer support request call to speak to a call center agent or customer service representative, and wherein the customer support request call is intercepted before being answered by a call center agent or customer service representative.

10. The apparatus of claim 6 wherein the locally processed action at the mobile device is to display a list of potential solutions.

11. The apparatus of claim 6 wherein the locally processed action on the mobile device is to execute a script stored on the mobile device, and wherein at least part of the script is installed by a manufacturer of the mobile device, or installed after manufacturing of the mobile device over the air.

12. The apparatus of claim 6 wherein the server computer is further programmed to provide, via the wireless network for storing locally on the mobile device, a script or software executable, or updates to scripts or software executables.

13. A computer-readable medium whose contents, when executed on a wireless user device coupled to a network, cause the wireless user device to provide assistance, the computer-readable medium comprising:

instructions that intercept a request for assistance at a wireless user device,

wherein the intercepting is performed without a voice connection being completed with a recipient;

instructions that locally perform at least one task on the wireless user device,

wherein the locally performing includes accessing a script stored locally on the wireless user device, and

wherein the script is configured to;

interface with a script platform of the wireless user device by utilizing a script interface, and

locally perform the at least one task on the wireless user device; and

instructions that, based upon the request and the at least one task, automatically;

modify information in the wireless user device, and

perform locally on the wireless user device a predetermined series of operations that have been predetermined to likely resolve the request,

wherein the performing locally on the wireless user device a predetermined series of operations is performed without a voice connection with the recipient or a call center.

14. The computer-readable medium of claim 13 wherein the automatically modifying includes providing user driven manual support, proactive support based on an event in the device, or reactive support that reacts to a specific device state or user action.

15. The computer-readable medium of claim 13 wherein the automatically modifying includes correcting specific locations in a local memory for the wireless user device, re-installing information in the local memory, installing updated information in the local memory, or updating instructions in the network to which the remote device is connected.

16. The computer-readable medium of claim 13 wherein at least a portion of the instructions are grouped into software modules.

17. The computer-readable medium of claim 13 wherein at least a portion of the instructions are executed by a custom integrated circuit on the wireless user device.

18. A method for a server computer coupled to a wireless network and configured to receive an indication of calls made via the wireless network to permit a mobile device to locally process an action that would otherwise be performed at a call center, the method comprising:

receiving an indication of a communication from a mobile device to a call center;

determining whether the communication should be processed automatically by the mobile device;

if the communication is not to be intercepted, then allowing the communication to continue for processing by the wireless network; and

if the communication is to be intercepted, then intercepting the communication and redirecting or rerouting the communication back to the mobile device for local processing at the mobile device, wherein the redirecting or rerouting of the communication is performed after a network connection is established with the mobile device;

wherein the redirecting or rerouting of the communication back to the mobile device includes sending a message directed to the mobile device; and

,

wherein the mobile device invokes an application at the mobile device to locally process an action that would otherwise be performed by the call center.

19. The method of claim 18 wherein the message is sent to the mobile device via short message service (SMS), unstructured supplementary service data (USSD), internet protocol (IP), or a network signaling technology.

20. The method of claim 18 wherein the method is performed on an interactive voice response (IVR) system server computer.

21. The method of claim 18 wherein the communication is a customer support request call to speak to a call center agent or customer service representative, and wherein the customer support request call is intercepted before being answered by a call center agent or customer service representative.

22. The method of claim 18 wherein the locally processed action at the mobile device is to display a list of potential solutions.

23. The method of claim 18 wherein the locally processed action on the mobile device is to execute a script stored on the mobile device, and wherein at least part of the script is installed by a manufacturer of the mobile device, or installed after manufacturing of the mobile device over the air.

24. The method of claim 18, further comprising:

providing, via the wireless network for storing locally on the mobile device, a script or software executable, or updates to scripts or software executables.