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

• US 8,731,544 B2
• Filed: 10/10/2011
• Issued: 05/20/2014
• Est. Priority Date: 02/20/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Roundtree, Brian, Allan, Kevin, Beinikis, Linda, Rush, Keldon
• Primary Examiner(s): Ly, Nghi H
• Application Number:
  US13/269,970
• Publication Number:
  US 20120028620A1
• Time in Patent Office: 953 Days
• Field of Search: 455/424, 455/414.1, 455/423, 455/422.1, 455/418
• US Class Current: 455/424
• CPC Class Codes: G06F 9/454 Multi-language systems; Localisation; Internationalisation
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/125 involving control of end-device applications over a network
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 1/72427 for supporting games or graphical animations
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 1/72451 according to schedules, e.g. using calendar applications
• CPC Class Codes: H04M 1/72457 according to geographic location
• CPC Class Codes: H04M 2250/56 including a user help function
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 8/22 Processing or transfer of terminal data, e.g. status or physical capabilities

Abstract

A method for intercepting calls from a remote or mobile device for customer self-support detects when users or subscribers dial one or more predetermined numbers. If the number corresponds to one of the predetermined numbers (such as a customer support number), the phone may intercept the call and display a list of potential solutions to the subscriber'"'"'s problems. Various other features and embodiments art disclosed.

Claims

1. A method for providing local assistance at a telecommunications device, wherein the telecommunications device is coupled to at least one network, the method comprising:

receiving at the telecommunications device a user-input indicating a request for instructions or information from a customer support agent;

before or after placing a call or making a connection to the customer support agent, providing locally on the telecommunications device an audible response, wherein the audible response includes at least a first menu of options,

wherein the audible response mimics or spoofs a call or connection to a customer support agent or call center, and

wherein the audible response is based on audio files or scripts locally stored at the telecommunications device;

receiving at the telecommunications device a user-input selection of one of the menu options; and

,

providing an action at the telecommunications device in response to the received user-input selection.

2. The method of claim 1 wherein the audio files or scripts locally stored at the telecommunications device comprise an interactive voice response (IVR) system locally stored at the telecommunications device for execution by the telecommunications device.

3. The method of claim 1 wherein the audio files or scripts locally stored at the telecommunications device comprise a series of menus through which the user may navigate to access desired information, and wherein one menu option is to have the telecommunications device place a call to the customer support agent.

4. A method for providing local assistance to a user of a telecommunications device, the method comprising:

at the telecommunications device, detecting a request for customer support based on user input; and

,

at the telecommunications device, locally performing an action associated with the request for customer support based on user input,

wherein the locally performed action is based on programming stored at the telecommunications device,

wherein the programming operates via an interface on the telecommunications device and provides an interface between the programming and various hardware and software functions of the telecommunications device, and

wherein the locally performed action includes at least on of—

providing customer care to the user on the telecommunications device,

providing diagnostic tools to allow customer service representatives to remotely execute at least commands on the telecommunications device,

collecting or summarizing data with respect to use or status of the telecommunications device, and

providing instructive guides to train the user when the user attempts to use a user-executable application for the telecommunications device;

before or after placing a call or making a connection to a customer support agent, providing locally on the telecommunications device an audible response, wherein the audible response includes at least a first menu of options,

wherein the audible response mimics or spoofs a call or connection to the customer support agent or call center, and

wherein the audible response is based on audio files or scripts locally stored at the telecommunications device.

9. The method of claim 4 wherein the audio files or scripts locally stored at the telecommunications device comprise an interactive voice response (IVR) system locally stored at the telecommunications device for execution by the telecommunications device.

10. The method of claim 4 wherein the audio files or scripts locally stored at the telecommunications device comprise a series of menus through which the user may navigate to access desired information, and wherein one menu option is to have the telecommunications device place a call to the customer support agent.

5. The method of 4 wherein detecting the request for customer support based on user input comprises detecting a call to a call center number.

6. The method of 4, further comprising downloading from a server computer via the telecommunications network a script or executable application for local storage on the telecommunications device, or an update to a script or executable application for local storage on the telecommunications device.

7. The method of 4 wherein the telecommunications device is a mobile device, Internet appliance, wearable computer, set-top box, network personal computer (PC), personal computer, mini-computer, or mainframe computer.

8. The method of 4 wherein detecting the request for customer support based on user input comprises detecting a call to 411, 611, 911or 133.

11. A computer-readable memory device storing instructions configured to, when executed by a computing device, cause the computing device to perform operations for providing local assistance at a telecommunications device, wherein the telecommunications device is coupled to at least one network, the operations comprising:

receiving at the telecommunications device a user-input indicating a request for instructions or information from a customer support agent;

before or after placing a call or making a connection to the customer support agent, providing locally on the telecommunications device an audible response, wherein the audible response includes at least a first menu of options,

wherein the audible response mimics or spoofs a call or connection to a customer support agent or call center, and

wherein the audible response is based on audio files or scripts locally stored at the telecommunications device;

receiving at the telecommunications device a user-input selection of one of the menu options; and

,

providing an action at the telecommunications device in response to the received user-input selection.

12. The computer-readable memory device of claim 11 wherein the audio files or scripts locally stored at the telecommunications device comprise an interactive voice response (IVR) system locally stored at the telecommunications device for execution by the telecommunications device.

13. The computer-readable memory device of claim 11 wherein the audio files or scripts locally stored at the telecommunications device comprise a series of menus through which the user may navigate to access desired information, and wherein one menu option is to have the telecommunications device place a call to the customer support agent.

14. The computer-readable memory device of claim 11, wherein the user-input indicating the request for instructions or information from the customer support agent comprises a call placed to a call center number.

15. The computer-readable memory device of claim 11, wherein the operations further comprise downloading from a server computer via the network a script or executable application for local storage on the telecommunications device, or an update to a script or executable application for local storage on the telecommunications device.

16. The computer-readable memory device of claim 11, wherein the telecommunications device is a mobile device, Internet appliance, wearable computer, set-top box, network personal computer (PC), personal computer, mini-computer, or mainframe computer.

17. The computer-readable memory device of claim 11, wherein the user-input indicating the request for instructions or information from the customer support agent comprises a call placed to 411, 611, 911or 133.