A personalized assistance system for a user of a mobile device including a first database having a digital file library associated with the user, where the digital file library includes at least one digital file supplied to the first database by the user. An identification code uniquely associated with the mobile device is transmitted to the personalized assistance system, when the user calls the system. A customer service representative terminal is coupled to the database, where the identification code prompts automatic retrieval of at least a portion of the digital file library to the customer service representative terminal in response to processing of the identification code, the customer service representative terminal searching the digital file library in response to a user query to locate a designated digital file from the user's digital file library and causing the delivery of the digital file to a desired destination indicated by the user.