JP5500807B2 - 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
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 Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/44—Arrangements for executing specific programs
- G06F9/451—Execution arrangements for user interfaces
- G06F9/454—Multi-language systems; Localisation; Internationalisation
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W8/00—Network data management
- H04W8/22—Processing or transfer of terminal data, e.g. status or physical capabilities
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/44—Arrangements for executing specific programs
- G06F9/455—Emulation; Interpretation; Software simulation, e.g. virtualisation or emulation of application or operating system execution engines
- G06F9/45504—Abstract machines for programme code execution, e.g. Java virtual machine [JVM], interpreters, emulators
- G06F9/45508—Runtime interpretation or emulation, e g. emulator loops, bytecode interpretation
- G06F9/45512—Command shells
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04B—TRANSMISSION
- H04B1/00—Details of transmission systems, not covered by a single one of groups H04B3/00 - H04B13/00; Details of transmission systems not characterised by the medium used for transmission
- H04B1/38—Transceivers, i.e. devices in which transmitter and receiver form a structural unit and in which at least one part is used for functions of transmitting and receiving
- H04B1/40—Circuits
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/04—Protocols specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
- H04L67/125—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks involving control of end-device applications over a network
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
- H04M1/72445—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality for supporting Internet browser applications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
- H04M1/72406—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality by software upgrading or downloading
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
- H04M1/72427—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality for supporting games or graphical animations
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72448—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions
- H04M1/72451—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions according to schedules, e.g. using calendar applications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72448—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions
- H04M1/72457—User interfaces specially adapted for cordless or mobile telephones with means for adapting the functionality of the device according to specific conditions according to geographic location
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2250/00—Details of telephonic subscriber devices
- H04M2250/56—Details of telephonic subscriber devices including a user help function
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Description
(項目1)
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ことと、
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ことと、
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を起動することであって、前記ローカルに格納されたアプリケーションは、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複数の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、ことと、
前記表示されたリスト上での、前記複数のローカル顧客サポート機能のうちの1つのユーザ入力の選択を受信することと、
前記受信されたユーザ入力の選択に応答して、情報の少なくとも1つの表示可能な画面を提供することと
を含む、方法。
(項目2)
前記起動することは、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ことと、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こととを含む、項目1に記載の方法。
(項目3)
前記起動することは、メッセージをダウンロードすることと、前記メッセージに基づいてユーザに情報を表示することとを含み、前記メッセージは前記複数のローカル顧客サポート機能のうちの前記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、項目1に記載の方法。
(項目4)
前記起動することは、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ことを含み、前記画面は、前記複数のローカル顧客サポート機能のうちの前記1つに関連する前記情報を含む、項目1に記載の方法。
(項目5)
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ことと、
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ことと、
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こと、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ことと
を含む、方法。
(項目6)
前記自動的に修正することは、ユーザ主導のマニュアルサポートか、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か、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かを提供することを含む、項目5に記載の方法。
(項目7)
前記自動的に修正することは、前記リモートデバイスのためのローカルメモリ内の特定の位置を訂正すること、前記ローカルメモリに情報を再インストールすること、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こと、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ことを含む、項目5に記載の方法。
(項目8)
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、項目5に記載の方法。
(項目9)
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、項目5に記載の方法。
(項目10)
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は、少なくとも1つの通信モバイルデバイスに、該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を実行させ、
前記方法は、
前記モバイルデバイスにおいて通話の開始を検出することと、
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ことと、
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ことと、
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ことと
を含む、コンピュータ可読媒体。
(項目11)
前記判定することは、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ことを含み、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、項目10に記載のコンピュータ可読媒体。
(項目12)
前記判定することは、前記特定の番号が電話番号と一致することを判定することを含む、項目10に記載のコンピュータ可読媒体。
(項目13)
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、項目10に記載のコンピュータ可読媒体。
(項目14)
前記媒体は、前記モバイルデバイスのメモリである、項目10に記載のコンピュータ可読媒体。
(項目15)
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、項目10に記載のコンピュータ可読媒体。
(項目16)
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、項目10に記載のコンピュータ可読媒体。
(項目17)
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、項目10に記載のコンピュータ可読媒体。
(項目18)
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ことと、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こととをさらに含む、項目10に記載のコンピュータ可読媒体。
(項目19)
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。
(項目20)
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、項目19に記載の装置。
(項目21)
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を含む、項目19に記載の装置。
(項目22)
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、項目21に記載の装置。
(項目23)
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ディスプレイ上に段階的に表示する手段を含む、項目19に記載の装置。
(項目24)
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へのアクセスまたは変更をするために、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上のデータへのアクセスまたは変更をし、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、項目19に記載の装置。
(項目25)
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、項目19に記載の装置。
(項目26)
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、
無線受信機と、
メモリと、
前記ディスプレイ画面、入力デバイス、無線受信機、およびメモリに連結されたプロセッサと
を備え、
前記プロセッサは、
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に応答して、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る、携帯型ワイヤレス通信装置。
(項目27)
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、項目26に記載の携帯型通信装置。
(項目28)
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、項目26に記載の携帯型通信装置。
(項目29)
前記携帯型通信装置からデータを収集することは、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ことを含む、項目26に記載の携帯型通信装置。
(項目30)
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、項目26に記載の携帯型通信装置。
(項目31)
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、項目26に記載の携帯型通信装置。
(項目32)
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、項目26に記載の携帯型通信装置。
(項目33)
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、項目26に記載の携帯型通信装置。
(項目34)
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、前記入力に応答し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、項目26に記載の携帯型通信装置。
(項目35)
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ことであって、前記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、ことと、
複数の標準スクリプタブル機能を生成することであって、前記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ように結合される、ことと
を含む、方法。
(項目36)
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前記モバイルデバイス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ことであって、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された信号に応答して、前記状態情報およびユーザアクションを提供する、ことと、
前記受信され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ことと
を含む、方法。
(項目37)
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ことと、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こととをさらに含む、項目36に記載の方法。
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。
identity;IMSI)、ならびに、製造業者、型式番号、ファームウェアバージョン、製造番号、およびIMEI(International Mobile Equipment Identifier;国際携帯機器識別番号)などの電話機自体に関する詳細を含む。その他のタブを選択すると、加入者、電話番号、SIMなどに関連するその他のハンドセットに加えて、ハンドセットの履歴が表示される。図19にも示すように、システムは、異なる種類のファイル(例えば、写真、音声、ビデオ)、それらのファイルの位置、ファイルの総数およびサイズなどを表すメディアファイルカウント1910を表示することができる。
Claims (14)
- 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、
無線受信機と、
メモリと、
前記ディスプレイ画面、入力デバイス、無線受信機、およびメモリに連結されたプロセッサと
を備え、
前記プロセッサは、
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することであって、前記最初の使用の検出は、コンテキストに応じたものあることにより、前記携帯型装置アプリケーションを使用するように前記ユーザが前記携帯型ワイヤレス通信装置を操作するコンテキストまたは状況に対処し、前記最初の使用の検出は、音声ガイダンスを提供するために前記携帯型ワイヤレス通信装置上の排他的キーを選択することによっては開始されない、ことと、
前記携帯型通信装置から自動的にデータを収集することと、
前記ユーザからの入力を受信することと、
前記最初の使用の検出に応答して、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ことであって、前記起動された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の前記検出された最初の使用のコンテキストまたは状況に対処し、前記トレーニングアプリケーションは、2つ以上の標準スクリプタブル機能の集合から作成された双方向性のコンテキストに応じたサービスであり、前記2つ以上の標準スクリプタブル機能は、前記コンテキストまたは状況に基づいて選択される、ことと
を実行するようにプログラムされる、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1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、命令のセットを含む、請求項1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ことは、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ことを含む、請求項1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1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1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1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1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ことであって、前記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、ことと、
複数の標準スクリプタブル機能を生成することであって、前記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ように結合される、ことと、
モバイルデバイスアプリケーションの最初の使用を検出することであって、前記最初の使用の検出は、コンテキストに応じたものであることにより、前記モバイルデバイスアプリケーションを使用するように前記ユーザが前記モバイルデバイスを操作する現在のコンテキストまたは状況に対処し、前記最初の使用の検出は、音声ガイダンスを提供するために前記モバイルデバイス上の排他的キーを選択することによっては開始されない、ことと、
前記モバイルデバイスから自動的にデータを収集することと、
前記最初の使用の検出に応答して、トレーニングアプリケーションを自動的に起動することであって、前記トレーニングアプリケーションは、2つ以上の標準スクリプタブル機能の集合から作成された双方向性のコンテキストに応じたサービスであり、前記2つ以上の標準スクリプタブル機能は、前記アクティビティのログに基づいて選択され、前記起動されたトレーニングアプリケーションは、前記モバイルデバイスアプリケーションの前記検出された最初の使用の現在のコンテキストまたは状況に対処する、ことと
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上の状態情報およびユーザアクションを、前記ネットワークから受信することであって、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された信号に応答して、前記状態情報およびユーザアクションを提供する、ことと、
前記受信され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ことと、
モバイルデバイスアプリケーションの最初の使用を検出することであって、前記最初の使用の検出は、コンテキストに応じたものであることにより、前記モバイルデバイスアプリケーションを使用するように前記ユーザが前記モバイルデバイスを操作する現在のコンテキストまたは状況に対処し、前記最初の使用の検出は、音声ガイダンスを提供するために前記モバイルデバイス上の排他的キーを選択することによっては開始されない、ことと、
前記モバイルデバイスから自動的にデータを収集することと、
前記最初の使用の検出に応答して、トレーニングアプリケーションを自動的に起動することであって、前記トレーニングアプリケーションは、2つ以上の標準スクリプタブル機能の集合から作成された双方向性のコンテキストに応じたサービスであり、前記2つ以上の標準スクリプタブル機能は、前記状態情報またはユーザアクションに基づいて選択され、前記起動されたトレーニングアプリケーションは、前記モバイルデバイスアプリケーションの前記検出された最初の使用の現在のコンテキストまたは状況に対処する、ことと
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ことと、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こととをさらに含む、請求項10に記載の方法。
- 前記プロセッサは、
前記最初の使用から所定の期間の経過後に前記ユーザによる前記携帯型装置アプリケーションの追加使用を検出することと、
前記追加使用の検出に応答して、前記トレーニングアプリケーションを自動的に起動することと
を実行するようにさらにプログラムされる、請求項1〜8のいずれか1項に記載の携帯型通信装置。 - 前記最初の使用から所定の期間の経過後に前記モバイルデバイスアプリケーションの追加使用を検出することと、
前記追加使用の検出に応答して、前記トレーニングアプリケーションを自動的に起動することと
をさらに含む、請求項9に記載の方法。 - 前記最初の使用から所定の期間の経過後に前記モバイルデバイスアプリケーションの追加使用を検出することと、
前記追加使用の検出に応答して、前記トレーニングアプリケーションを自動的に起動することと
をさらに含む、請求項10または11に記載の方法。
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