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

• US 8,682,301 B2
• Filed: 09/13/2012
• Issued: 03/25/2014
• 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, Thomas
• Primary Examiner(s): Nguyen, Khai M
• Application Number:
  US13/613,314
• Publication Number:
  US 20130005312A1
• Time in Patent Office: 558 Days
• Field of Search: 455/414.1, 455/412.1, 455/415, 455/419, 455/425, 455/435.1, 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 for providing assistance to a user of a mobile device, the method comprising:

automatically detecting, at the mobile device, a predetermined event comprising an indication that the user is using a function of the mobile device for the first time;

automatically selecting, at the mobile device, one or more scripts from a database of scripts stored locally on the mobile device,

wherein the database of scripts includes multiple, different scripts, and

wherein the one or more scripts are selected based upon the detected predetermined event; and

locally performing, at the mobile device, an action based at least in part on the selected one or more scripts.

2. The method of claim 1, wherein the predetermined event is receipt of a user-input phone number indicating a call to be completed to the phone number.

3. The method of claim 1, wherein the predetermined event is receipt of a user-initiated request for a user voicemail account.

4. The method of claim 1, wherein the detecting a predetermined event further comprises:

automatically detecting a predetermined event at a device connected to the mobile device via a wireless link.

5. The method of claim 1, wherein the performed action is a displayed tutorial shown to the user.

6. The method of claim 1, wherein the one or more scripts are capable of at least one of 1) providing customer care to a subscriber on the mobile device, 2) providing diagnostic tools to assist in diagnosing customer premises equipment related to a customer associated with the mobile device, 3) collecting metrics relating to the mobile device, 4) training a user to perform a task.

7. A mobile device, comprising:

a storage component, the storage component containing one or more scripts locally on the mobile device,

wherein the one or more scripts assist in diagnosing customer premises equipment related to a customer associated with the mobile device;

a launching component, the launching component configured to invoke one or more of the scripts; and

a communication component, the communication component adapted to set up a communication link with the customer premises equipment based on instructions received from the one or more invoked scripts;

wherein the communication link enables a user to remotely contact the customer premises equipment via the mobile device.

8. The mobile device of claim 7, wherein the one or more scripts further comprise a script that initiates a diagnosis of the customer premises equipment based on a loss of connection between the customer premises equipment and an associated network.

9. The mobile device of claim 7, further comprising:

an event determination component, the event determination component adapted to receive an indication of a predetermined event that invokes the one or more scripts.

10. The mobile device of claim 7, wherein the storage component or the launching component is contained within a subscriber identity module in the mobile device.

11. At least one tangible computer-readable storage device storing instructions configured to, when executed by a computing device, cause the computing device to perform operations for providing assistance to a user of a mobile device, the operations comprising:

automatically detecting, at the mobile device, a predetermined event comprising receipt of a user-input phone number indicating a call to be completed to the phone number;

automatically selecting, at the mobile device, one or more scripts from a database of scripts stored locally on the mobile device,

wherein the database of scripts includes multiple, different scripts, and

wherein the one or more scripts are selected based upon the detected predetermined event; and

locally performing, at the mobile device, an action comprising displaying a tutorial to the user,

wherein the performing is based at least in part on the one or more selected scripts selected based upon the detected predetermined event.

12. The at least one tangible computer-readable storage medium of claim 11, wherein the predetermined event is an indication that the user is using a function of the mobile device for the first time.

13. The at least one tangible computer-readable storage medium of claim 11, wherein the predetermined event is receipt of a user-initiated request for a user voicemail account.

14. The at least one tangible computer-readable storage medium of claim 11, wherein the detecting a predetermined event further comprises:

automatically detecting a predetermined event at a device connected to the mobile device via a wireless link.

15. The at least one tangible computer-readable storage medium of claim 11, wherein the one or more scripts are capable of at least one of 1) providing customer care to a subscriber on the mobile device, 2) providing diagnostic tools to assist in diagnosing customer premises equipment related to a customer associated with the mobile device, 3) collecting metrics relating to the mobile device, 4) training a user to perform a task.