Local intercept methods, such as applications for providing customer assistance for training, information calls and diagnostics

• US 8,301,123 B2
• Filed: 06/23/2006
• Issued: 10/30/2012
• Est. Priority Date: 06/24/2005
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Roundtree, Brian, Allan, Kevin, Trinneer, Tom
• Primary Examiner(s): Patel, Ajit
• Assistant Examiner(s): NGUYEN, KHAI MINH
• Application Number:
  US11/917,323
• Publication Number:
  US 20100056114A1
• Time in Patent Office: 2,321 Days
• Field of Search: 455/414.1, 455/412.1, 455/415, 455/419, 455/425, 455/435.1, 455/466, 370/328, 370/338
• 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 of displaying a tutorial to a user of a mobile device, the method comprising:

receiving, at the mobile device, a user-initiated input associated with a series of two or more different user-initiated input operations at the mobile device,

wherein the user-initiated input operations are not input operations launching a tutorial application;

automatically analyzing the received series of two or more input operations input at the mobile device to determine one or more user-initiatable functions of the mobile device that the user likely desires to implement; and

,

automatically launching, at the mobile device, a locally based application in response to the received series of two or more input operations input at the mobile device,

wherein the locally based application outputs two or more instructions to the user explaining to the user how to implement the one or more user-initiatable functions of the mobile device.

2. The method of claim 1, wherein the locally based application is configured to:

create a copy of information displayed on the mobile device, wherein the displayed information is related to the associated one or more functions;

display the created copy of displayed information; and

display the two or more instructions along with the displayed copy of information.

3. The method of claim 2, wherein the locally based application displays the two or more instructions at least partially over the displayed copy of information.

4. The method of claim 1, wherein the instructions are visual and displayed to the user via a display screen on the mobile device.

5. The method of claim 1, wherein the instructions are auditory.

6. In a wireless telecommunications network, a method for providing assistance at a mobile device, the method comprising:

receiving, at the mobile device, a user-input phone number associated with a request for information services from an operator at a call center,

wherein the phone number indicates that the user desires a voice call to be connected to the call center, and

wherein the user-input phone number is not received in an input operation launching a tutorial application;

automatically determining, at the mobile device, that the phone number matches a particular phone number stored in the mobile phone;

automatically launching, at the mobile device, an application locally stored on the mobile phone, wherein the locally stored application provides one or more displayable lists of potential solutions that address user needs upon detecting that the entered phone number matches the particular stored phone number; and

displaying the one or more lists of potential solutions before the voice call is connected to an operator at the call center.

7. The method of claim 6, further comprising:

displaying a first list of functions before the call is completed and a second list of functions after the call is connected.

8. At least one non-transitory computer-readable medium storing instructions, which when executed by at least one data processing device, perform a method of displaying a tutorial to a user of a mobile device, comprising:

receiving, at the mobile device, a user-initiated input associated with a series of two or more different user-initiated input operations at the mobile device,

wherein the user-initiated input operations are not input operations launching a tutorial application;

automatically analyzing the received series of two or more input operations input at the mobile device to determine one or more user-initiatable functions of the mobile device that the user likely desires to implement; and

,

automatically launching, at the mobile device, a locally based application in response to the received series of two or more input operations input at the mobile device,

wherein the locally based application outputs two or more instructions to the user explaining to the user how to implement the one or more user-initiatable functions of the mobile device.

9. The non-transitory computer-readable medium of claim 8, wherein the locally based application is configured to:

create a copy of information displayed on the mobile device, wherein the displayed information is related to the associated one or more functions;

display the created copy of displayed information; and

display the two or more instructions along with the displayed copy of information.

10. The non-transitory computer-readable medium of claim 8, wherein the locally based application displays the two or more instructions at least partially over the displayed copy of information.

11. The non-transitory computer-readable medium of claim 8, wherein the instructions are visual and displayed to the user via a display screen on the mobile device.

12. The non-transitory computer-readable medium of claim 8, wherein the instructions are auditory.

13. At least one non-transitory computer-readable medium storing instructions, which when executed by at least one data processing device, perform a method for providing assistance at a mobile device, the method comprising:

receiving, at the mobile device, a user-input phone number associated with a request for information services from an operator at a call center,

wherein the phone number indicates that the user desires a voice call to be connected to the call center, and

wherein the user-input phone number is not received in an input operation launching a tutorial application;

automatically determining, at the mobile device, that the phone number matches a particular phone number stored in the mobile phone;

automatically launching, at the mobile device, an application locally stored on the mobile phone, wherein the locally stored application provides one or more displayable lists of potential solutions that address user needs upon detecting that the entered phone number matches the particular stored phone number; and

displaying the one or more lists of potential solutions before the voice call is connected to an operator at the call center.

14. The non-transitory computer-readable medium of claim 13, the method further comprising:

displaying a first list of functions before the call is completed and a second list of functions after the call is connected.