At&t Mobility Ii LLC

At&t Intellectual Property I, L.p.

At&t Wireless Services, Inc.

Ted Stine

Joseph Anthony Speeney

Thomas W Bonner

Judson Flynn

A service coordinator server and method are provided for performing operations including receiving a request by a requester for a first component of a requested service over a communication network, transmitting to the requester a provision of the first component of the requested service over the communication network, and storing information regarding the first component of the requested service in a requester service record in a memory of the server. The operations also include receiving a request by the requester to review the requester service record stored in the server memory, and the server authorizing the requester to access the stored service record. The operations further include permitting the requester to access and revise the service record stored in the memory of the service coordinator server.

Accessible and updateable service records

A method for intermediating communications with an automated system includes receiving, at an intermediating device that implements an intermediating communication application, an instruction to complete a transaction request on behalf of a user. The method also includes determining, by the intermediating communication application on the intermediating device, a destination system from which to request completion of the transaction request. The method additionally includes interacting, by the intermediating device, with the destination system to fulfill the transaction request.

Method for intermediating network communications between user device and destination system

A method for personalizing communication services includes defining selectable options for a system that provides communication services. When a communication from a party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the party during the communication, information predictive of potential objectives potentially desired by the party initiating the communication. Probabilities are assigned, based on the predictive information, that the selectable options will address the potential objectives. The selectable options are dynamically updated selectable options based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the updated selectable options.

Personalizing communications services using environmental data

Communications services are integrated with personalized selections of content and with social networks. A computer of an interactive system determines that an initiating communications party is associated with a personal content account external to the communications service provider. Personalized selections of content are provided from the personal content account to the initiating communications party during the communications session. The computer of the interactive system may also determine an agent to assign to the communication session in accordance with feedback received from communications parties based on previous communications between the communications parties and agents of the communications service provider. The agent to assign to the communications session first can be assigned in accordance with the feedback received from the communications parties based on previous communications between the communications parties and agents of the communications service provider.

Integrating communications services with personalized social networks

A first component of a service is provided via a first communications mode by an automated agent to a requester who is a recipient of the first component. After the first component is provided, a record of the first component is provided from a memory controlled by a provider of the service and via a second communications mode selected by the requester. The record is an editable electronic first record of the first component that can be edited by the requester independent of a provider of the service to update the first record. Electronic edits to the electronic first record of the first component are accepted via the second communications mode selected by the requester. A second component is provided to the requester in accordance with the edited electronic first record of the first component.

A method for personalizing communication services includes setting a series of selectable options as a default for a system that provides personalized communication services. When a communication from an initiating party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication. Probabilities are assigned, based on the predictive information, that selectable options will address the potential objectives. The default series of selectable options are dynamically updated based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.

Systems and methods for providing wireless account calling feature indications to a device are described. Feature indications are provided to inform a user of the device that an incoming call or outgoing call is eligible for an account calling feature based on whether the conditions for the calling feature to apply are currently met. The feature indications are provided to a display of the device and/or to a speaker of the device.

Systems and methods for providing wireless account feature notifications to mobile communication devices

Personalized communications services are provided when a communication from an initiating party is received at an interactive system. A computer of the interactive system automatically determines predictive information for the communication based on environmental data provided for the communication independent of information provided by the initiating party during the communication. A script for communicating with the initiating party is dynamically updated based on the predictive information. Communications with the initiating party are provided in accordance with the dynamically updated script.

A first record of a first component of a service is provided from a memory to a requester of the first component of the service. The first record of the first component of the service is edited using a processor of a computer in accordance with a request from the requester of the first component of the service. A second component of the service is provided in accordance with the edited first record of the first component of the service in the memory.

Providing automated customer care for a mobile phone is described herein. By way of example, a system can include component(s) that can automatically detect and transmit an error in interfacing a mobile phone with a communication network. The system also can include a customer care component(s) that can receive the error, initiate an error resolution process, and automatically provide a plurality of options with which to contact customer care and/or utilize customer care resources.

Automating wireless customer care

A wireless phone includes a memory, a processor, and a call queue function, the call queue function to enable the configuration and storage in the memory of a call queue, the call queue comprising an ordered list of entries to dial, wherein the processor and the memory cooperate to enable the call queue function.

Call queue in a wireless device

Systems and methods for providing wireless account calling feature indications to a display of a mobile device associated with the account are described. Feature indications can be provided to inform a user of the mobile device that an incoming call or outgoing call is eligible for an account calling feature based on whether the conditions for the calling feature to apply are currently met.

Growing community of inventors

Suwanee, GA, United States of America

Ted Stine