US 10,372,512 B2 · Method and apparatus for automatic processing of service requests on an electronic device

Abstract

Embodiments of the present application provides methods and apparatus capable of recording operation/display events on a mobile device used to fulfill a service request. A recorded sequence operation/display events is used to build a script file, which is associated with the service request. When the same or similar service request is received again, the script file associated with the service request is retrieved and the mobile device automatically brings up a series of operation/display events according to the script file so that a user of the mobile device does not need to manually navigate through the sequence of operation/display events again in order to fulfill the service request.

Claims20

Dependent claims

A method performed by a computer system in communication with a mobile device via a packet-based network, the method comprising:

receiving from the packet-based network information about a first service request and a sequence of operation/display events performed on the mobile device to fulfill the first service request;
extracting a request template from the first service request;
building a script file associated with the request template based on the sequence of operation/display events;
storing the script file and the associated request template in a data store;
receiving a second service request from the mobile device via the packet based network;
in response to the second service request being similar to the request template, extracting variable information from the second service request and retrieving the script file associated with the request template from the data store;
transmitting the script file together with the request template and the variable information to the mobile device via the packet-based network.

4 more elements

A non-transitory computer-readable storage medium storing one or more programs for execution by one or more processors of a mobile device, the one or more programs including instructions for:

receiving a service request in the form of a user input;
transmitting the service request to a server via the packet-based network;
in response to receiving a script file associated with the service request from the server via the packet-based network, executing the script file to bring about a first sequence of operation/display events to fulfill the service request;
in response to a feedback from the server via the packet-based network that no script file associated with the service request is found, requesting a user permission to enter the recording mode;
capturing the user inputs and the program displays on an input/output module of the mobile device as a user of the mobile device navigates at least one service application to fulfill a service request;
recording the user inputs and the program displays to obtain a second sequence of user inputs and program displays;
generating a script file including the second sequence of user inputs and program displays;
and
transmitting the second sequence of operation/display events together with the service request to the server via the packet-based network.

6 more elements

Dependencies are inferred from the claim text.

Method and apparatus for automatic processing of service requests on an electronic device

Life of this patent

Method and apparatus for automatic processing of service requests on an electronic device

Life of this patent

Abstract

Claims20