Message intercept methods, such as for customer self-support on a mobile device

• US 8,682,298 B2
• Filed: 10/12/2006
• Issued: 03/25/2014
• 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: Roundtree, Brian, Rush, Keldon, Allan, Kevin, Beinikis, Linda
• Primary Examiner(s): Ly, Nghi H
• Application Number:
  US12/089,690
• Publication Number:
  US 20090124271A1
• Time in Patent Office: 2,721 Days
• Field of Search: 455/414.1, 455/414.2, 455/466, 455/550.1, 455/415, 455/422.1
• US Class Current: 455/414.1
• 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 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.

Claims

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, 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.

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 which the text message was directed to one or more predetermined addresses stored at a network server related to the mobile device.

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

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

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

7. The method of claim 1, wherein performing an action comprises invoking an automated messaging system, wherein the automated messaging system includes a bot stored locally at the mobile device to automatically interact with the user via messages displayed to the user of the mobile device.

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

9. The method of claim 1, wherein the locally performing at least one action includes executing a script locally stored on the mobile device,

wherein the script is authored and uploaded or published to a network server in the wireless cellular telephone network, and

wherein the script is automatically downloaded from the network server to the mobile device to be automatically initiated at the mobile device.

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

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.

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 is stored at the 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 a Short Message Service (SMS) message 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 an automated messaging system, wherein the automated messaging system includes a bot that receives messages from the user and automatically returns messages to the user to be displayed to the user of the mobile device.

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. The system of claim 10, wherein the script is authored and uploaded or published to a network server in a wireless cellular telephone network, and

wherein the script is automatically downloaded from the network server to the mobile device to be automatically initiated at the mobile device.

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:

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.

25. The non-transitory computer-readable medium of claim 24, wherein the method intercepts an email message sent by the user.

26. The non-transitory computer-readable medium of claim 24, wherein the method intercepts an instant message sent by the user.

27. The non-transitory computer-readable medium of claim 24, wherein the electronic address is a Short Message Service (SMS) address.

28. The non-transitory computer-readable medium of claim 24, wherein the electronic address is a Multimedia Messaging Service (MMS) address.