Mobile Device Message Interception for Local Customer Support
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Solution Overview
Problem
Current methods for customer self-support on mobile devices rely on external networks, leading to bandwidth consumption, increased costs, slower response times, and longer wait times due to automated systems with multiple options.
Innovation Solution
Implementing a method on mobile devices to intercept calls and provide local customer self-support by displaying potential solutions stored on the device, reducing the need for network data retrieval and allowing for immediate issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If customer self-support data is retrieved from an external network, then comprehensive support information can be provided, but bandwidth consumption increases and response time decreases
Solution Approach 1:
The patent stores customer self-support data locally on the mobile device before it is needed. When a customer calls a support number, the mobile device immediately displays support information from local storage without requiring real-time network retrieval, thus preventing bandwidth consumption while maintaining information availability
Solution Approach 2:
The patent extracts customer support data from the external network environment and places it directly on the mobile device. This separation removes the dependency on continuous network connectivity for basic support functions, reducing network bandwidth requirements while preserving access to comprehensive support information
2Loss of information
If customer support data is retrieved from an external network, then up-to-date information can be provided, but network costs increase
Solution Approach 1:
The system pre-loads customer support data onto mobile devices during off-peak times or during device initialization. This allows the data to be available locally without incurring real-time network costs, while periodic updates can be performed efficiently without impacting customer support response times
Solution Approach 2:
The patent creates local copies of customer support data on mobile devices. These copies can be updated periodically from the network source, but routine support operations use the local copies, dramatically reducing network traffic and associated costs while maintaining data currency
3Adaptability or versatility
If automated systems with multiple options are used, then comprehensive customer service can be provided, but call wait time increases
Solution Approach 1:
The mobile device displays relevant customer support information and potential solutions before the customer even speaks to an automated system or representative. This preliminary provision of information allows customers to self-serve immediately, eliminating wait times while maintaining comprehensive service through the displayed options
Solution Approach 2:
The patent enables customers to access and act on support information directly through their mobile devices without requiring interaction with automated voice systems or waiting for human representatives. The local display of support data empowers customers to resolve issues independently, maintaining service comprehensiveness while eliminating call wait times
4Adaptability or versatility
If automated systems with multiple options are used, then various customer needs can be addressed, but call costs increase
Solution Approach 1:
The patent extracts the core customer support functionality from the traditional call center automated system and relocates it to the customer's mobile device. This allows comprehensive customer service to be delivered locally without incurring call center operational costs, while periodic network updates maintain the versatility of the support options
Data Source
AI summary
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.