Message intercept methods, such as for customer self-support on a mobile device
First Claim
1. A method of intercepting a text message initiated by a user with a mobile device, wherein the mobile device is communicatively coupled to a wireless cellular telephone network, the method comprising:
- determining that the user has initiated a transmission of a text message to a party having an electronic address,wherein the text message is directed to the electronic address,wherein the electronic address is a phone number or other electronic identifier to identify the party or a communication device of the party,wherein the text message is directed to the party via, at least in part, the wireless cellular telephone network, andwherein the determining that the user has initiated the transmission of the text message is performed on the mobile device of the user;
matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device,wherein the matching of the electronic address to one or more predetermined addresses is performed on the mobile device from which the text message transmission was initiated;
locally performing the at least one action related to the matched predetermined address,wherein the locally performing the at least one action is performed on the mobile device from which the text message transmission was initiated; and
preventing the transmission of the text message to the party.
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Accused Products
Abstract
A method for intercepting messages includes determining that a mobile device user has initiated a message for transmission across a wireless network to an electronic address that corresponds to a predetermined address (such as a customer support address). The message may be a text message, an email message, an instant message, an SMS message, and/or an MMS message. The method also includes preventing transmission of the initiated message and performing at least one action at the mobile device. Examples of the at least one action include invoking a bot to interact with the mobile device user and displaying a list of potential solutions to the subscriber'"'"'s problem. Systems, computer-readable media, and various other features and embodiments are disclosed.
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Citations
28 Claims
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1. A method of intercepting a text message initiated by a user with a mobile device, wherein the mobile device is communicatively coupled to a wireless cellular telephone network, the method comprising:
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determining that the user has initiated a transmission of a text message to a party having an electronic address, wherein the text message is directed to the electronic address, wherein the electronic address is a phone number or other electronic identifier to identify the party or a communication device of the party, wherein the text message is directed to the party via, at least in part, the wireless cellular telephone network, and wherein the determining that the user has initiated the transmission of the text message is performed on the mobile device of the user; matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device, wherein the matching of the electronic address to one or more predetermined addresses is performed on the mobile device from which the text message transmission was initiated; locally performing the at least one action related to the matched predetermined address, wherein the locally performing the at least one action is performed on the mobile device from which the text message transmission was initiated; and preventing the transmission of the text message to the party. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for providing customer support to a user of a mobile device, the system comprising:
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at least one memory of the mobile device; a message intercept component that intercepts a message sent by the user of the mobile device when the message contains an electronic destination address that matches one or more predetermined addresses related to customer support, wherein the electronic destination address is a phone number or other electronic identifier to identify the customer support party or a communication device of the customer support party, wherein the matching is performed at the mobile device from which the user sent the message, or at a network server related to the mobile device from which the user sent the message, and wherein the interception includes preventing the transmission of the message to the customer support party; a script component that, in response to a matched address, launches a script on the mobile device to perform an action on the mobile device from which the user sent the message, wherein the script component is stored in the at least one memory of the mobile device, and wherein the script component is executed on the mobile device; and an action component that, in response to the launched script, performs the action on the mobile device from which the user sent the message, wherein the action component is communicatively coupled to the script component, wherein the action component is stored in the at least one memory of the mobile device, and wherein the action component is executed on the mobile device. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A non-transitory computer-readable medium containing instructions for performing a method of intercepting a text message initiated by a user with a mobile device, the mobile device being communicatively coupled to a wireless cellular telephone network, wherein the method comprises:
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determining that the user has initiated a transmission of a text message to a party having an electronic address, wherein the text message is directed to the electronic address, wherein the electronic address is a phone number or other electronic identifier to identify the party or a communication device of the party, wherein the text message is directed to the party via, at least in part, the wireless cellular telephone network, and wherein the determining that the user has initiated the transmission of the text message is performed on the mobile device of the user; matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device, wherein the matching of the electronic address to one or more predetermined addresses is performed on the mobile device from which the text message transmission was initiated; locally performing the at least one action related to the matched predetermined address, wherein the locally performing the at least one action is performed on the mobile device from which the text message transmission was initiated; and preventing the transmission of the text message to the party. - View Dependent Claims (25, 26, 27, 28)
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Specification