Wireless Customer Service Scripting for Mobile Device Navigation

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Solution Overview

Problem

Wireless customer service representatives face difficulties in navigating users through the unique interfaces of various mobile devices, as existing remote control access methods require more bandwidth and pose security risks, making it challenging to assist users effectively.

Innovation Solution

A method and system that allow customer service representatives to send scripts, such as SMS messages, to mobile devices to assist users with specific features, enabling the device to automatically navigate to the correct settings or perform actions, with options to save and reuse these scripts for future reference.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If remote control access is used to assist mobile device users, then customer service representatives can directly control and navigate the user's device interface, but this requires more bandwidth and creates security risks

Engineering Contradiction:

Improvecustomer service representative's ability to assist userVSAvoidsecurity risk

Core Design Contradiction:

Ease of operationVSObject-affected harmful factors

Solution Approach 1:

The patent introduces a mobile device as an intermediary that receives and executes scripts from the customer service representative's system. The script is transmitted to the mobile device, which then performs the navigation and control actions locally without requiring direct remote access to the user's device. This mediator approach enables assistance while maintaining security and reducing bandwidth requirements compared to traditional remote control methods.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of operation

If remote control access is used to assist mobile device users, then customer service representatives can directly control and navigate the user's device interface, but this requires more bandwidth

Engineering Contradiction:

Improvecustomer service representative's ability to assist userVSAvoidbandwidth consumption

Core Design Contradiction:

Ease of operationVSLoss of energy

Solution Approach 1:

The mobile device acts as an intermediary that receives compact script instructions from the customer service system and executes them locally. This eliminates the need for continuous high-bandwidth remote control connections, as only the script data needs to be transmitted. The script is then run on the mobile device itself, performing all navigation and control actions without requiring ongoing bandwidth for real-time control.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

Instead of establishing a real-time remote control connection that requires continuous bandwidth, the system creates a copy of the control logic in the form of a script that is transmitted to the mobile device. This script copy contains all the necessary instructions to perform the assistance tasks locally, eliminating the need for continuous bandwidth consumption during the assistance process.

Inventive Principle:

Principle #26Copying

3Reliability

If customer service representatives manually guide users through menu screens, then no additional bandwidth or security risks are introduced, but it is difficult to navigate users to specific settings due to unique device interfaces

Engineering Contradiction:

Improvesecurity and bandwidth stabilityVSAvoidability to navigate user to specific setting

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The mobile device performs self-service by automatically executing the received script to navigate to the required settings and perform the necessary actions. This eliminates the need for the customer service representative to manually guide the user through multiple menu screens, as the device autonomously carries out the navigation and configuration tasks based on the script instructions.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system uses an intermediary script that encapsulates the navigation logic for specific device interfaces. This script acts as a mediator between the customer service representative and the mobile device's unique interface, translating the assistance request into device-specific navigation commands that automatically guide the device to the correct settings without requiring manual user guidance.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS8655340B2Method, apparatus, and computer program product for wireless customer services

Publication Date: 2014.02.18 AT&T INTELLECTUAL PROPERTY I L P

AI summary

A method, apparatus, and computer program product for wireless customer service are provided. A request for assistance for a mobile device is received. Information regarding a type of the mobile device is received. A script that corresponds to the requested assistance for the mobile device is determined. The script that corresponds to the requested assistance is transmitted to the mobile device. In response to the mobile device receiving the script, the script is initiated on the mobile device. The script causes the mobile device to assist a user with a feature of the mobile device corresponding to the request for assistance.