MESSAGE INTERCEPT METHODS, SUCH AS FOR CUSTOMER SELF-SUPPORT ON A MOBILE DEVICE

• US 20090124271A1
• Filed: 10/12/2006
• Published: 05/14/2009
• Est. Priority Date: 10/12/2005
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Rush, Keldon, Beinikis, Linda, Roundtree, Brian, Allan, Kevin
• Granted Patent: US 8,682,298 B2
• Time in Patent Office: Days
• US Class Current: 455/466
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 2250/56 including a user help function

Abstract

A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers send messages, such as text messages. If the message contains an address that corresponds to a predetermined address (such as a customer support address), the phone may intercept the message and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments are disclosed.

Claims

1. A method of intercepting a text message initiated by a user with a mobile device, 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;

matching the electronic address to one or more predetermined addresses related to at least one action to be performed on the mobile device;

intercepting the user-initiated transmission based on the matching of the electronic address to the one or more predetermined addresses; and

,

locally performing the at least one action related to the matched predetermined address.

2. The method of claim 1, wherein the matching comprises comparing the address to one or more predetermined addresses stored locally at the mobile device.

3. The method of claim 1, wherein the matching comprises comparing the address to one or more predetermined addresses stored at a network server related to the mobile device.

4. The method of claim 1, wherein the intercepting comprises preventing the transmission of the text message to the party.

5. The method of claim 1, wherein performing an action comprises transmitting a text message to the user.

6. The method of claim 1, wherein performing an action comprises displaying locally stored content to the user.

7. The method of claim 1, wherein performing an action comprises launching a browser to display a predetermined webpage to the user.

8. The method of claim 1, wherein performing an action comprises invoking a bot stored locally at the mobile device to interact with the user.

9. The method of claim 1, wherein performing an action comprises invoking a bot stored at a network server to interact with the user.

10. A system for providing customer support to a user of a mobile device, the system comprising:

a message intercept component that intercepts a message sent by a user at the mobile device when the message contains an electronic destination address that matches one or more predetermined addresses related to customer support;

a script component that launches a script on the mobile device to perform an action on the mobile device for the user in response to a matched address; and

,

an action component that performs the action on the mobile device for the user in response to the launched script.

11. The system of claim 10, wherein the message intercept component, the script component, the script, and the action component are stored at the mobile device.

12. The system of claim 10, wherein the message intercept component and the script component are stored at a network server related to the mobile device.

13. The system of claim 10, wherein the message intercept component intercepts an email message sent by the user.

14. The system of claim 10, wherein the message intercept component intercepts an instant message sent by the user.

15. The system of claim 10, wherein the message intercept component intercepts an SMS sent by the user.

16. The system of claim 10, wherein the destination address of the message is 611.

17. The system of claim 10, wherein the destination address of the message is related to a customer support address of a service provider.

18. The system of claim 10, wherein the destination address of the message is related to billing inquiries.

19. The system of claim 10, wherein the performed action comprises launching a bot that receives messages from the user and returns messages to the user.

20. The system of claim 10, wherein the performed action comprises displaying help instructions to the user.

21. The system of claim 10, wherein the performed action comprises displaying user account information to the user.

22. The system of claim 10, wherein the performed action comprises launching a browser and directing the user to a predetermined webpage associated with a service provider.

23. One or more computer memories containing a data structure stored on a mobile device, the data structure comprising one or more entries, each entry comprising:

an electronic address, the address being a destination address for a customer support service, and,

an indication of a script configured to launch upon interception of a text message initiated by a user at the mobile device when the text message is addressed to one or more of the destination addresses.

24. The computer memories of claim 23, wherein the destination addresses relate to SMS addresses.

25. The computer memories of claim 23, wherein the destination addresses relate to MMS addresses.

26. The computer memories of claim 23, wherein the data structure is stored on a subscriber identity module in the mobile device.