Post-dial pre-connect handset customer care
View Patent ↗A system is provided for handset customer care. The system includes a handset, which includes a processor, a display, a dialer component, and a care component. The dialer component, when executed by the processor, intercepts a connection request associated with an entered number, and determines whether the entered number is associated with a specified service. The care component, when executed by the processor, provides service options to the display in response to a determination that the entered number is associated with the specified service. The care component also receives selection of at least one of the service options, and communicates with a server based on the selection. The handset connects to the entered number in response to a determination that the entered number is not associated with the specified service.
1. A system for handset customer care, comprising:
a handset comprising:
a processor;
a display;
a dialer component, when executed by the processor, to intercept a connection request associated with an entered number, and to determine whether the entered number is associated with at least one number on a list of service numbers; and
a care component, when executed by the processor, to provide service options to the display in response to a determination that the entered number is associated with the at least one number on the list of service numbers, to receive selection of at least one of the service options, and to communicate with a server based on the selection;
wherein the handset connects to the entered number in response to a determination that the entered number is not associated with the at least one number on the list of service numbers.
2. The system of claim 1 , wherein the handset is associated with a prepaid billing plan.
3. The system of claim 1 , wherein the entered number that is associated with the at least one number on the list of service numbers is one of a full number used to call the specified service and a shortcut number used to call a specified service.
4. The system of claim 1 , wherein the service options comprise at least one of an option to request at least one of an amount of prepaid handset minutes currently remaining, an option to inquire about a bill, and an option to request service related to the entered number.
5. The system of claim 1 , further comprising a handset memory to store the service options.
6. A method for handset customer care, comprising:
intercepting a connection request associated with an entered number;
determining whether the entered number is associated with at least one number on a list of service numbers;
providing service options to a handset display in response to a determination that the entered number is associated with the at least one number on the list of service numbers;
receiving selection of at least one of the service options;
communicating with a server based on the selection;
connecting to the entered number via a connection that is determined based on communicating with the server; and
connecting to the entered number in response to a determination that the entered number is not associated with the at least one number on the list of service numbers.
7. The method of claim 6 , wherein communicating with the server comprises communicating via a web browser.
8. The method of claim 7 , further comprising displaying data received via the web browser in response to the selection.
9. The method of claim 6 , wherein communicating with the server comprises communicating with an automated voice system.
10. The method of claim 9 , wherein receiving selection of the at least one of the service options enables the bypassing of an option presented by the automated voice system.
11. The method of claim 6 , wherein communicating with the server comprises communicating via text messages.
12. The method of claim 11 , further comprising displaying a text message received in response to the selection to the handset display.
13. The method of claim 6 , further comprising connecting to the entered number in response to a selection of an option to request service related to the entered number.
14. The method of claim 6 , wherein receiving selection of the at least one of the service options enables connecting to the entered number to be directed to a specific connection.
15. The method of claim 6 , wherein communicating with the server comprises receiving data that is used by a customer care specialist that communicates via the connection.
16. A system for handset customer care, comprising:
a handset comprising:
a processor;
a display;
a dialer component, when executed by the processor, to intercept a connection request associated with an entered number, and to determine whether the entered number is associated with at least one number on a list of customer care center numbers; and
a care component, when executed by the processor, to provide customer care information to the display in response to a determination that the entered number is associated with the at least one number on the list of customer care center numbers, wherein the handset connects to the entered number in response to a determination that the entered number is not associated with the at least one number on the list of customer care center numbers.
17. The system of claim 16 , wherein the customer care information comprises at least one of an amount of prepaid handset minutes remaining at a specified earlier time, a calling plan type, an amount of funds recently added, a date when funds were recently added, a recent bill, and a date when a next bill is due.
18. The system of claim 16 , further comprising a handset memory to store the customer care information, wherein the handset memory stores the customer care information on an occasional basis.
19. The system of claim 17 , wherein the occasional basis is based on at least one of current handset usage and current network usage.
20. The system of claim 17 , wherein the occasional basis is based on a frequency with which the handset requests the customer care information.