Newness and distinctiveness is claimed in the features of ornamentation as shown inside the broken line circle in the accompanying representation.

Display screen or portion thereof with graphical user interface

Display screen or portion thereof with transitional graphical user interface

Disclosed herein are methods, systems, and apparatuses to enable subscribers of mobile wireless communication devices to view, research, select and customize service plans; to create and manage device groups, share and set permission controls for service plans among devices in device groups; to manage communication services through graphical user interfaces; to sponsor and promote service plans; and to design, manage, and control communication services through application programming interfaces.

Service Plan Design, User Interfaces, Application Programming Interfaces, and Device Management

Device Assisted Services (DAS) for protecting network capacity is provided. In some embodiments, DAS for protecting network capacity includes monitoring a network service usage activity of the communications device in network communication; classifying the network service usage activity for differential network access control for protecting network capacity; and associating the network service usage activity with a network service usage control policy based on a classification of the network service usage activity to facilitate differential network access control for protecting network capacity.

Device-Assisted Services for Protecting Network Capacity

A method performed by an end user device associated with a service plan having a limit on usage of a network service, the method comprising storing one or more notification actions corresponding to one or more notification requests; performing a device action that reflects a past or intended use of the network service; receiving one of the one or more notification requests from a network element in response to the device action; performing one of the one or more notification actions in response to the notification request, the notification action causing the end user device to retrieve at least a portion of a notification message associated with a status of the use, the at least a portion of the notification message being separate from the one of the one or more notification requests; and presenting the notification message on a user interface of the end user device.

System and Method for Providing User Notifications

According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.

Methods for providing cross-vendor support services

According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. An answer engine is to receive a query from the user to ask a question and in response to the query, to identify a predefined response to the query in view of a set of dialog rules. The answer engine is to transmit one or more related questions that the user will likely ask based on the dialog rules and the user interaction. The answer engine further transmits an invitation to allow the user to initiate a live support session after a predetermined condition has been satisfied.

Method for providing support using answer engine and dialog rules

A service center receives a request for activating a subscribed service on a first device that has been registered with the service center, where the service center provides services to a plurality of products on behalf of a plurality of product providers. In response to the request, device information about the registered first device is retrieved from an internal database, where the device information was collected when the first device was registered with the service center. Subscription information including credentials of a user who has subscribed the subscribed service is obtained for authentication. The device information and the credentials are transmitted to a service provider that provides the subscribed service to allow the service provider to activate the subscribed service on the first device, without having the user to directly contact the service provider for activating the subscribed service.

Method for activating services associated with a product via a service center supporting a variety of products

A service center receives first media data from a mobile device over a network, the first media data including at least one of an image and a voice stream presenting an identity of a user associated with the mobile device. The first media data was captured via at least one of a camera and a voice recorder of the mobile device. The user is authenticated by matching the first media data against second media data stored in the service center. The second media data has been previously registered with the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. Upon having successfully authenticated the user, support services are provided to the user for a product that has been registered with the service center by the user on behalf of a vendor.

Multiple authentication mechanisms for accessing service center supporting a variety of products

A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.

Kenneth D. Tuchman

Papers

Methods for providing cross-vendor support services

Method for providing support using answer engine and dialog rules

Method for activating services associated with a product via a service center supporting a variety of products

Multiple authentication mechanisms for accessing service center supporting a variety of products

Method for providing support services using consumer selected specialists and specialist ratings