JP2007523567A - モバイルデバイス上での顧客セルフサポートなどのための電話傍受方法 - Google Patents
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Abstract
Description
様々な実施形態を参照して、本発明を説明する。以下の説明は、本発明のこれらの実施形態についての十分な理解、および実施可能要件のための具体的な詳細を提供するものである。しかしながら、当業者であれば、本発明がこれらの詳細がなくとも実践できることを理解するであろう。別の例において、本発明の実施形態の説明を不必要に分かりにくくするのを回避するため、公知の構造および機能は詳細に図示または記載されていない。
Claims (37)
- ワイヤレス通信ネットワークにおいて、携帯電話にてアシスタンスを提供するための方法であって、
命令または情報の要求を示すユーザ入力の電話番号を、前記ワイヤレス通信ネットワークに連結されたコールセンターの顧客サポート係員から携帯電話で受信するステップと、
前記電話番号に基づいて前記ワイヤレス通信ネットワークへ電話をかける前または後に、前記電話番号が、前記携帯電話に格納されている特定の電話番号と一致することを判定するステップと、
前記携帯電話にローカルに格納されたアプリケーションであって、前記入力された電話番号が前記特定の格納された電話番号と一致することを検出した際にローカル顧客サポート機能の表示可能なリストを提供する、アプリケーションを起動するステップと、
前記表示されたリスト上の、前記ローカル顧客サポート機能のうちの1つであるユーザ入力の選択を受信するステップと、
前記受信したユーザ入力の選択に応答して、情報を表示可能な少なくとも1つの画面を提供するステップと
を含む、方法。 - 前記起動するステップは、機器ベースのサポートセッションを開始するためにウェブブラウザを起動するステップと、顧客サポートに関連する情報を有するページをダウンロードするステップとを含む、請求項1に記載の方法。
- 前記起動するステップは、メッセージをダウンロードするステップと、前記メッセージに基づいてユーザに情報を表示するステップとを含み、前記メッセージは前記ローカル顧客サポート機能の前記1つに関連するウェブページへのハイパーテキストリンクを含む、請求項1に記載の方法。
- 前記起動するステップは、前記携帯電話のディスプレイ上のユーザインターフェイス画面を起動するステップを含み、前記画面は前記ローカル顧客サポート機能の前記1つに関連する前記情報を含む、請求項1に記載の方法。
- ネットワークに連結されたリモートデバイスにリモートデバイスアシスタンスを提供するための方法であって、
前記リモートデバイスにおいてアシスタンス要求を傍受するステップと、
前記モバイルデバイスにおいて少なくとも1つのタスクをローカルに実行するステップと、
前記要求および前記少なくとも1つのタスクに基づいて、前記リモートデバイスにおける情報を自動的に修正するステップ、または、前記要求を解決し易いようにあらかじめ定められた所定の一連の動作を前記リモートデバイスにおいてローカルに実行するステップと
を含む、方法。 - 前記自動的に修正するステップは、ユーザ主導のマニュアルサポート、前記デバイスにおけるイベントに基づくプロアクティブサポート、もしくは特定のデバイス状態またはユーザアクションに反応するリアクティブサポートを提供するステップを含む、請求項5に記載の方法。
- 前記自動的に修正するステップは、前記リモートデバイスのためにローカルメモリ内の特定の位置を訂正するステップ、前記ローカルメモリに情報を再インストールするステップ、前記ローカルメモリに更新された情報をインストールするステップ、または前記リモートデバイスが接続されている前記ネットワークにおける命令を更新するステップを含む、請求項5に記載の方法。
- 前記方法はソフトウェアモジュールを使用して前記リモートデバイス上に実装される、請求項5に記載の方法。
- 前記方法はカスタム集積回路を使用して前記リモートデバイス上に実装される、請求項5に記載の方法。
- コンピュータ可読媒体であって、該コンピュータ可読媒体のコンテンツが、モバイルデバイスにおいてローカルアクションを実行するために、通話を傍受するための方法であって、
前記モバイルデバイスにおいて通話の開始を検出するステップと、
前記通話の番号が特定の電話番号に一致することを判定するステップと、
前記通話を傍受し前記通話を前記モバイルデバイスへ再送するステップと、
前記再送された通話に基づいて前記モバイルデバイスにおいてローカルアクションを実行するステップと、
を含む方法を、少なくとも1つの通信モバイルデバイスに実行させる、コンピュータ可読媒体。 - 前記判定するステップは、前記特定の番号がサポートコールセンターの番号と一致することを判定するステップを含み、前記通話はサポートコールセンターまたはプロキシコールセンターにおいてソフトウェアによって傍受される、請求項10に記載のコンピュータ可読媒体。
- 前記判定するステップは前記特定の番号が電話番号と一致することを判定するステップを含む、請求項10に記載のコンピュータ可読媒体。
- 前記媒体は取り外し可能な加入者識別モジュールを含む、請求項10に記載のコンピュータ可読媒体。
- 前記媒体は前記モバイルデバイスのメモリである、請求項10に記載のコンピュータ可読媒体。
- 前記コンピュータ可読媒体は前記コンテンツを受信するコンピュータネットワークにおける論理ノードである、請求項10に記載のコンピュータ可読媒体。
- 前記コンピュータ可読媒体はコンピュータ可読ディスクである、請求項10に記載のコンピュータ可読媒体。
- 前記コンピュータ可読媒体は前記コンテンツを含む生成されたデータ信号を伝えるデータ伝送媒体である、請求項10に記載のコンピュータ可読媒体。
- 前記モバイルデバイスとのユーザ対話に関連するデータを集めてローカルに格納するステップと、通信サービスプロバイダのサーバコンピュータに前記データを提供するステップとをさらに含む、請求項10に記載のコンピュータ可読媒体。
- モバイルデバイスにおいて通話を傍受するための装置であって、
通話のために入力された電話番号および要求を、前記入力された電話番号を使用して前記モバイルデバイスにおいて検出する手段と、
前記入力された電話番号が前記モバイルデバイスに格納されている特定の電話番号と一致することを判定する手段と、
前記入力された電話番号が前記特定の格納された電話番号と一致することを検出した際、顧客サポート機能をローカルに提供するためにアプリケーションを起動する手段と
を備える、装置。 - 前記起動する手段は、機器ベースのサポートセッションを開始するため、または顧客サポートに関連する情報を有するページをダウンロードするために、ウェブブラウザを起動する手段を含む、請求項19に記載の装置。
- 前記起動する手段は、メッセージをダウンロードし、前記メッセージに基づいてユーザに情報を表示する手段とを含む、請求項19に記載の装置。
- 前記ダウンロードする手段は、ハイパーテキストリンクをダウンロードする手段を含む、請求項21に記載の装置。
- 前記起動する手段は、ユーザが実行するために、前記モバイルデバイス用の前記ディスプレイ上に段階的に表示する手段を含む、請求項19に記載の装置。
- 前記起動する手段は、前記モバイルデバイスに格納されているデータにアクセスまたはそれを変更するために、少なくとも1つの実行可能なモジュールを起動する手段を含み、前記実行可能なモジュールは、特別なコマンドをダイヤルし、前記モバイルデバイスにおいて設定を変更し、前記モバイルデバイスにおいてパスワードまたはロックコードを格納または読み出し、サービスプロバイダのネットワークまたはリモートインターネットサーバにおいてデータにアクセスまたはそれを変更し、もしくはインストール、機器構成、または状態確認のために新規ソフトウェアまたはデータをダウンロードする、請求項19に記載の装置。
- 前記モバイルデバイスの動作に関連する認証を実行する手段をさらに含む、請求項19に記載の装置。
- ワイヤレスネットワークと連絡を取り合うための携帯型ワイヤレス通信装置であって、
ディスプレイ画面と、
少なくとも1つの入力デバイスと、
ラジオと、
メモリと、
前記ディスプレイ画面、入力デバイス、ラジオ、およびメモリに連結されたプロセッサであって、
ユーザによる携帯型装置アプリケーションの最初の使用を検出し、
前記携帯型通信装置から自動的にデータを収集し、
前記ユーザからの入力を受信し、
前記ユーザからの前記入力を受けて、前記メモリに格納されているトレーニングアプリケーションを自動的に起動するようにプログラムされたプロセッサと
を備える、携帯型ワイヤレス通信装置。 - 前記トレーニングアプリケーションは前記携帯型装置アプリケーションに関連する、請求項26に記載の携帯型通信装置。
- 前記トレーミングアプリケーションは命令のセットを含む、請求項26に記載の携帯型通信装置。
- 前記携帯型通信装置からデータを収集するステップは、携帯型通信装置の構成データおよび携帯型通信装置の設定データを収集するステップを含む、請求項26に記載の携帯型通信装置。
- 第1の携帯型装置アプリケーション用の第1のトレーニングアプリケーションは、第2の携帯型装置アプリケーション用の第2のトレーニングアプリケーションを起動する、請求項26に記載の携帯型通信装置。
- 前記プロセッサに連結された自動データ収集デバイス、バイオメトリクス読み取り装置、またはメディア出力デバイスをさらに備える、請求項26に記載の携帯型通信装置。
- 前記トレーニングアプリケーションの結果は分析のために記録される、請求項26に記載の携帯型通信装置。
- 前記トレーニングアプリケーションは指導文およびオプションのリストを含む、請求項26に記載の携帯型通信装置。
- 前記プロセッサは前記ユーザから前記入力を再度受信し、前記ユーザから前記入力を最初に受信してから所定の時間が経過した場合には、前記入力に応じて自動的に前記トレーニングアプリケーションを再度起動するようにさらに構成される、請求項26に記載の携帯型通信装置。
- ネットワークに連結されたモバイルデバイスのユーザにアシスタンスを提供するための方法であって、
前記モバイルデバイスにおけるアクティビティのログをキャプチャするであって、該アクティビティのログは、前記モバイルデバイスのためのコンテキストを定義する、ステップと、
複数の標準スクリプタブル機能を生成するステップであって、複数の標準スクリプタブル機能は、前記モバイルデバイスの現在のコンテキストに基づく前記デバイスの前記ユーザをアシストするために、前記モバイルデバイスにおいてローカルに実行される少なくとも1つのコンテキストに応じたサービス機能を作成するために結合される、ステップと
を含む、方法。 - ネットワークに連結されたモバイルデバイスのユーザにアシスタンスを提供するための方法であって、
前記モバイルデバイスからの状態情報およびそこでのユーザアクションを、前記ネットワークから受信するステップであって、前記モバイルデバイス上のスクリプトは周期的に、または前記ネットワークから受信した信号に応答して、前記状態情報およびユーザアクションを提供するステップと、
前記受信した状態情報およびユーザアクションをコールセンターエージェントのコンピュータに表示するステップと
を含む、方法。 - 前記コールセンターのコンピュータにおいて入力を受信するステップと、前記入力に応答して、前記モバイルデバイスの機能を変更するため、または前記モバイルデバイスに新規データを格納するために、コマンドを発行するステップとをさらに含む、請求項36に記載の方法。
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JP2012507229A (ja) * | 2008-10-30 | 2012-03-22 | ジェムアルト エスアー | トークンから又はトークンを介して1つのアプリケーション又はアプリケーションのセットにアクセスする方法及び対応するトークンとシステム |
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JP2011233955A (ja) * | 2010-04-23 | 2011-11-17 | Optim Corp | アプリケーションを起動するユーザ端末、方法及びプログラム |
JP2018023017A (ja) * | 2016-08-04 | 2018-02-08 | 株式会社三菱東京Ufj銀行 | 情報提供システム、情報提供方法、および情報提供プログラム |
JP2019154043A (ja) * | 2019-04-16 | 2019-09-12 | 株式会社三菱Ufj銀行 | 情報提供システム、情報提供方法、および情報提供プログラム |
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