Local intercept methods, such as applications for providing customer assistance for training, information calls and diagnostics
First Claim
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1. A method performed by a mobile device, the method comprising:
- automatically detecting, at the mobile device, one or more events from a set of events,wherein each event in the set of events was previously determined to correspond to a situation in which users encounter one or more problems or need additional information;
automatically selecting, at the mobile device, one or more scripts from a database of scripts,wherein the database of scripts is stored locally on the mobile device,wherein the database of scripts includes multiple, different scripts, andwherein the one or more scripts are selected based upon (A) the detected one or more events and (B) a proposed solution to resolve the encountered problem or a source for the additional information; and
locally performing, at the mobile device, an action based at least in part on the selected one or more scripts.
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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.
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Citations
20 Claims
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1. A method performed by a mobile device, the method comprising:
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automatically detecting, at the mobile device, one or more events from a set of events, wherein each event in the set of events was previously determined to correspond to a situation in which users encounter one or more problems or need additional information; automatically selecting, at the mobile device, one or more scripts from a database of scripts, wherein the database of scripts is 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 (A) the detected one or more events and (B) a proposed solution to resolve the encountered problem or a source for the additional information; and locally performing, at the mobile device, an action based at least in part on the selected one or more scripts. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A mobile device, comprising:
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a local storage component, the local storage component containing, on the mobile device, one or more scripts, wherein the one or more scripts are related to a set of one or more predetermined events and the scripts are related to a proposed solution to resolve a problem or to a source for additional information; an event detection component configured to automatically detect one or more events from the set of events, wherein each event in the set of events was previously determined to correspond to a situation in which users encounter one or more problems or need additional information; and a launching component, the launching component configured to; automatically select, at the mobile device, one or more selected scripts from the local storage based on each selected script being; related to at least one event detected by the event detection component, or based on the selected script proposing a solution to resolve the encountered problem or indicating a source for the additional information; and invoke one or more of the selected scripts to perform an action. - View Dependent Claims (9, 10, 11, 12, 13)
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14. A computer-readable storage device storing instructions configured to, when executed by a computing device, cause the computing device to perform operations by a mobile device, the operations comprising:
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automatically detecting, at the mobile device, one or more events from a set of events, wherein each event in the set of events was previously determined to correspond to a situation in which users encounter one or more problems or need additional information; automatically selecting, at the mobile device, one or more scripts from a database of scripts, wherein the database of scripts is 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 (A) the detected one or more events and (B) a proposed solution to resolve the encountered problem or a source for the additional information; and locally performing, at the mobile device, an action based at least in part on the selected one or more scripts. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification