U.S. patent application number 15/201263 was filed with the patent office on 2018-01-04 for customer care database creation system and method.
The applicant listed for this patent is AT&T INTELLECTUAL PROPERTY I, LP. Invention is credited to MAZIN E. GILBERT, REUBEN KLEIN.
Application Number | 20180007205 15/201263 |
Document ID | / |
Family ID | 60808051 |
Filed Date | 2018-01-04 |
United States Patent
Application |
20180007205 |
Kind Code |
A1 |
KLEIN; REUBEN ; et
al. |
January 4, 2018 |
CUSTOMER CARE DATABASE CREATION SYSTEM AND METHOD
Abstract
A live service agent is associated to a first service session,
where the first service session facilitates a communication
exchange associated with a user inquiry between user equipment and
a first service resource. The first service session remains
uninterrupted by the associating of the live service agent. A
verbal exchange of the communication exchange between the user
equipment and the live service agent is recorded in response to the
associating of the live service agent, and a number of keywords are
identified. To the extent that the verbal exchange yields a
satisfactory response to the user inquiry and that the recording is
dissimilar to other recordings of a solution database, the
recording is stored in the solution database. Other embodiments are
disclosed.
Inventors: |
KLEIN; REUBEN; (EAST
BRUNSWICK, NJ) ; GILBERT; MAZIN E.; (Warren,
NJ) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
AT&T INTELLECTUAL PROPERTY I, LP |
Atlanta |
GA |
US |
|
|
Family ID: |
60808051 |
Appl. No.: |
15/201263 |
Filed: |
July 1, 2016 |
Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04M 2203/551 20130101;
H04L 67/42 20130101; H04L 51/02 20130101; H04L 67/10 20130101; H04L
67/14 20130101; H04M 3/5175 20130101; H04L 12/1827 20130101; H04M
2203/401 20130101; H04M 2203/555 20130101; H04L 67/02 20130101;
G10L 15/26 20130101; H04L 12/1831 20130101; H04M 3/5166
20130101 |
International
Class: |
H04M 3/51 20060101
H04M003/51; H04L 12/58 20060101 H04L012/58; H04L 29/08 20060101
H04L029/08 |
Claims
1. A method, comprising: joining, by a system comprising a
processing system including a processor, a live, human customer
service agent to a first interactive customer service session,
wherein the first interactive customer service session facilitates
a communication exchange between customer equipment and a first
customer service resource associated with a customer inquiry,
wherein the first interactive customer service session remains
uninterrupted by the joining of the live, human customer service
agent; recording, by the processing system, the communication
exchange responsive to the joining of the live, human customer
service agent to obtain a recording, wherein the communication
exchange comprises a verbal exchange between the customer equipment
and the live, human customer service agent; identifying, by the
processing system, a plurality of keywords within the verbal
exchange; determining, by the processing system, that the verbal
exchange yielded a satisfactory response to the customer inquiry;
determining, by the processing system, that the recording is
dissimilar to other recordings of a solution database comprising a
plurality of recordings of other verbal exchanges; and storing, by
the processing system, the recording in the solution database
responsive to the determining that the verbal exchange yielded a
satisfactory response and the determining that the recording is
dissimilar to other recordings of the solution database.
2. The method of claim 1, wherein communication exchange of the
first interactive customer service session comprises more than one
of a plurality of contact modes comprising voice, video, instant
messaging, short message service (SMS), multimedia messaging
service (MMS), hypertext, file transfer, data exchange, or any
combination thereof.
3. The method of claim 2, wherein the communication exchange
between the customer equipment and the first customer service
resource comprises a contact mode of the plurality of contact modes
and wherein the a communication exchange between the customer
equipment and the live, human customer service agent comprises a
different contact mode of the plurality of contact modes.
4. The method of claim 1, further comprising: applying, by the
processing system, voice recognition to the verbal exchange to
obtain a textual transcription of the verbal exchange.
5. The method of claim 1, further comprising: detecting, by the
processing system, inconsequential portions of the verbal exchange;
and excluding, by the processing system, the inconsequential
portions of the verbal exchange within the recording.
6. The method of claim 1, further comprising: identifying, by the
processing system, a plurality of keywords of the verbal exchange;
and generating, by the processing system, metadata based on the
plurality of keywords.
7. The method of claim 6, wherein the identifying of the plurality
of keywords further comprises comparing the verbal exchange to a
predetermined list of keywords.
8. The method of claim 1, wherein the first customer service
session comprises a World Wide Web Consortium (W3C) Web Real Time
Communications (Web RTC) application programming interface.
9. A system, comprising: a processing system including a processor;
and a memory that stores executable instructions that, when
executed by the processing system, facilitate performance of
operations, comprising: associating a live service agent to a first
service session, wherein the first service session facilitates a
communication exchange between user equipment and a first service
resource associated with a user inquiry, wherein the first service
session remains uninterrupted by the associating of the live
service agent; recording the communication exchange responsive to
the associating of the live service agent to obtain a recording,
wherein the communication exchange comprises a verbal exchange
between the user equipment and the live service agent; identifying
a plurality of keywords within the verbal exchange; determining
that the verbal exchange yielded a satisfactory response to the
user inquiry; determining that the recording is dissimilar to other
recordings of a solution database comprising a plurality of
recordings of other verbal exchanges; and storing the recording in
the solution database responsive to the determining that the verbal
exchange yielded a satisfactory response and the determining that
the recording is dissimilar to other recordings of the solution
database.
10. The system of claim 9, wherein communication exchange of the
first service session comprises more than one of a plurality of
contact modes comprising voice, video, instant messaging, short
message service (SMS), multimedia messaging service (MMS),
hypertext, file transfer, data exchange, or any combination
thereof.
11. The system of claim 10, wherein the communication exchange
between the user equipment and the first service resource comprises
a contact mode of the plurality of contact modes and wherein the a
communication exchange between the user equipment and the live
service agent comprises a different contact mode of the plurality
of contact modes.
12. The system of claim 9, further comprising: applying voice
recognition to the verbal exchange to obtain a textual
transcription of the verbal exchange.
13. The system of claim 9, further comprising: detecting
inconsequential portions of the verbal exchange; and excluding the
inconsequential portions of the verbal exchange within the
recording.
14. The system of claim 9, further comprising: identifying a
plurality of keywords of the verbal exchange; and generating
metadata based on the plurality of keywords.
15. A non-transitory machine-readable storage medium, comprising
executable instructions that, when executed by a processing system
including a processor, facilitate performance of operations,
comprising: associating a live service agent to a first service
session, wherein the first service session facilitates a
communication exchange between user equipment and a first service
resource associated with a user inquiry, wherein the first service
session remains uninterrupted by the associating of the live
service agent; recording the communication exchange responsive to
the associating of the live service agent to obtain a recording,
wherein the communication exchange comprises a verbal exchange
between the user equipment and the live service agent; identifying
a plurality of keywords within the verbal exchange; determining
that the verbal exchange yielded a satisfactory response to the
user inquiry; determining that the recording is dissimilar to other
recordings of a solution database comprising a plurality of
recordings of other verbal exchanges; and storing the recording in
the solution database responsive to the determining that the verbal
exchange yielded a satisfactory response and the determining that
the recording is dissimilar to other recordings of the solution
database.
16. The non-transitory machine-readable storage medium of claim 15,
wherein communication exchange of the first service session
comprises more than one of a plurality of contact modes comprising
voice, video, instant messaging, short message service (SMS),
multimedia messaging service (MMS), hypertext, file transfer, data
exchange, or any combination thereof.
17. The non-transitory machine-readable storage medium of claim 16,
wherein the communication exchange between the user equipment and
the first service resource comprises a contact mode of the
plurality of contact modes and wherein the a communication exchange
between the user equipment and the live service agent comprises a
different contact mode of the plurality of contact modes.
18. The non-transitory machine-readable storage medium of claim 15,
further comprising: applying voice recognition to the verbal
exchange to obtain a textual transcription of the verbal
exchange.
19. The non-transitory machine-readable storage medium of claim 15,
further comprising: detecting inconsequential portions of the
verbal exchange; and excluding the inconsequential portions of the
verbal exchange within the recording.
20. The non-transitory machine-readable storage medium of claim 15,
further comprising: identifying a plurality of keywords of the
verbal exchange; and generating metadata based on the plurality of
keywords.
Description
FIELD OF THE DISCLOSURE
[0001] The subject disclosure relates to customer care database
creation system and method.
BACKGROUND
[0002] Consumers may require assistance from time to time with
products and/or services. Some consumers who have problems using a
product or service may be in need of technical information or
require technical support. Others may require assistance with a
return merchandise authorization, a billing inquiry, a service
change, and the like. Producers, merchants and/or service providers
often recognize the importance of responding to such inquiries in a
timely and effective manner. To that end, many provide a
substantial investment that can include one or more of live agents,
Interactive Voice Response (IVR) systems and/or web-based self-help
resources to address customer inquiries in a timely and effective
manner.
[0003] A call response process generally acquires information from
a customer on a voice call, e.g., using a voice call center model.
Such voice call centers generally utilize dedicated telephony
equipment that routes calls to a proper team and transfers customer
information from a telephone call distribution system to an agent.
An IVR system can be utilized to prompt a caller and detect caller
responses according to DTMF responses from key entries on user
devices and/or voice responses. The IVR systems allow a call to be
routed correctly in response or saying a correct keyword or
keywords from a predetermined list.
[0004] While some call centers use circuit switched connectivity to
provide a voice session between customers and agents, others use IP
connectivity to carry voice packet streams over a UDP channel,
e.g., using a standardized protocol such as RTP. These so-called IP
call centers use IP technology with a dedicated packet voice
channel that essentially emulates a circuit switched call.
BRIEF DESCRIPTION OF THE DRAWINGS
[0005] Reference will now be made to the accompanying drawings,
which are not necessarily drawn to scale, and wherein:
[0006] FIG. 1 depicts an illustrative embodiment of a customer
contact system;
[0007] FIG. 2 depicts an illustrative embodiment of a contact
center of the customer care service system of FIG. 1;
[0008] FIG. 3 depicts an illustrative embodiment of communication
exchanges based on the customer care service system of FIG. 1
and/or the contact center of FIG. 2;
[0009] FIG. 4 depicts an illustrative embodiment of an example
customer care service system of FIG. 1 and/or contact center of
FIG. 2;
[0010] FIG. 5 depicts an illustrative embodiment of another example
customer care service system of FIG. 1 and/or contact center of
FIG. 2;
[0011] FIG. 6 depicts an illustrative embodiment of an example
process used by the systems of FIGS. 1-4;
[0012] FIG. 7 depicts an illustrative embodiment of an example
process used by the systems of FIGS. 1-4; and
[0013] FIG. 8 depicts an illustrative embodiment of an example
process used by the systems of
[0014] FIG. 9 depicts an illustrative embodiment of an example
process used by the systems of FIGS. 1-4;
[0015] FIGS. 10-11 depict illustrative embodiments of communication
systems that provide media services associated with customer care
services according to FIGS. 1-9;
[0016] FIG. 12 depicts an illustrative embodiment of a web portal
for interacting with one or more of the contact service systems of
FIGS. 1-5 and/or the communication systems of FIGS. 10-11;
[0017] FIG. 13 depicts an illustrative embodiment of a
communication device for interacting with one or more of the
contact service systems of FIGS. 1-5 and/or the communication
systems of FIGS. 10-11; and
[0018] FIG. 14 is a diagrammatic representation of a machine in the
form of a computer system within which a set of instructions, when
executed, may cause the machine to perform any one or more of the
methods described herein.
DETAILED DESCRIPTION
[0019] The subject disclosure describes, among other things,
illustrative embodiments of an omni-channel, e.g., chat, voice,
web, video, online contact capability that manages customer
contacts through an expert system. An automated virtual agent can
interact in real-time with a customer, intelligently route
requests, as needed to a human agent and iteratively learns from
real-time interactions between the customer and the human agent in
order to facilitate future contacts either with this same customer
or other customers who have similar requests. The system has the
ability to rapidly automate manual processes based upon ongoing
interactions. Other embodiments are described in the subject
disclosure.
[0020] This application is related to the following commonly-owned
U.S. patent applications each filed on even date herewith and each
incorporated herein by reference in its entirety: Attorney Docket
Number 2015-0902_7785-1262 entitled "Omni Channel Customer Care
System And Method"; Attorney Docket Number 2015-0902A_7785-1263
entitled "System and Method for Transition Between Customer Care
Resource Modes," and Attorney Docket Number 2015-0902C_7785-1265
entitled "System and Method for Analytics with Automated Whisper
Mode."
[0021] One or more aspects of the subject disclosure include a
process that includes joining, by a system comprising a processing
system including a processor, a live, human customer service agent
to a first interactive customer service session, wherein the first
interactive customer service session facilitates a communication
exchange between customer equipment and a first customer service
resource associated with a customer inquiry. The first interactive
customer service session remains uninterrupted by the joining of
the live, human customer service agent. The communication exchange
is recorded responsive to the joining of the live, human customer
service agent to obtain a recording, wherein the communication
exchange comprises a verbal exchange between the customer equipment
and the live, human customer service agent. A number of keywords
are identified within the verbal exchange, and a determination is
made that the verbal exchange yields a satisfactory response to the
customer inquiry. A determination is made that the recording is
dissimilar to other recordings of a solution database comprising a
number of recordings of other verbal exchanges. The recording is
stored in the solution database responsive to the determining that
the verbal exchange yielded a satisfactory response and the
determining that the recording is dissimilar to other recordings of
the solution database.
[0022] One or more aspects of the subject disclosure include a
system including a processing system having a processor and a
memory that stores executable instructions. The executable
instructions, when executed by the processing system, facilitate
performance of operations that include associating a live service
agent to a first service session, wherein the first service session
facilitates a communication exchange between user equipment and a
first service resource associated with a user inquiry. The first
service session remains uninterrupted by the associating of the
live service agent. The communication exchange is recorded
responsive to the associating of the live service agent to obtain a
recording. The communication exchange comprises a verbal exchange
between the user equipment and the live service agent. A number of
keywords are identified within the verbal exchange and a
determination is made that the verbal exchange yields a
satisfactory response to the user inquiry. A determination is made
that the recording is dissimilar to other recordings of a solution
database comprising a plurality of recordings of other verbal
exchanges. The recording is stored in the solution database
responsive to the determining that the verbal exchange yielded a
satisfactory response and the determining that the recording is
dissimilar to other recordings of the solution database.
[0023] One or more aspects of the subject disclosure include a
machine-readable storage medium, including executable instructions
that, when executed by a processing system including a processor,
facilitate performance of operations. The operations include
associating a live service agent to a first service session,
wherein the first service session facilitates a communication
exchange associated with a user inquiry between user equipment and
a first service resource. The first service session remains
uninterrupted by the associating of the live service agent. A
verbal exchange of the communication exchange between the user
equipment and the live service agent is recorded in response to the
associating of the live service agent, and a number of keywords are
identified. To the extent that the verbal exchange yields a
satisfactory response to the user inquiry and that the recording is
dissimilar to other recordings of a solution database, the
recording is stored in the solution database.
[0024] Companies are trying to transform manual processes, in which
a company-employed agent must act on behalf of a customer, into
automated processes, in which customers are able to act on their
own using self-service via a website. Such sites are often
difficult for customers to navigate and confusing for many users.
When customers are unable to complete self-service tasks
successfully they become dissatisfied and may switch providers.
Customers who have problems using a product or service may need a
way to get technical information or may require technical support,
return merchandise authorizations or other help, normally requiring
an agent. In these scenarios web solutions and automated assistants
only get in the way delaying resolution of the pending issue and
often alienating customers.
[0025] Customers with complex billing issues may need questions
answered. Often, it is impossible to make human agents available
quickly to these customers, especially during the busiest times of
day or during a busy season. Training sufficient agents and
staffing call centers to the level necessary to deal with all
possible issues is very costly and sometimes impossible because of
unpredictable spikes in traffic. The result is that business is
lost because customers don't understand how to use a product or
cannot get prompt service.
[0026] Voice call centers are very expensive to maintain both
because of the high cost of agents and because of the extensive
amount of telephony equipment required to route calls to the proper
team and to transfer customer information from a telephone call
distribution system to the agent when a customer call comes in.
Even with adequate systems and adequate agents, the process of
acquiring information from a customer on a voice call is awkward
and error prone as it depends upon an IVR (Interactive Voice
Response) system to prompt the user and depends on the user
pressing the right DTMF (Dual Tone Multiple Frequency) buttons in
response or saying the correct keywords to route the call
correctly.
[0027] Trying to recast this traditional customer care interaction
to an automated system would be beneficial from a cost perspective
but is rarely successful because of the complexity of anticipating
all possible questions and issues and preparing adequate responses
to each. Intelligent virtual agents (expert systems) are also
difficult to program with the correct rules because customer
problems are often transitory or localized and it is difficult to
anticipate the questions for which responses are needed. Laborious
programming and extensive testing generally required for custom
software makes it impractical to build adaptable, responsive and
useful automation.
[0028] The techniques disclosed herein utilize a web-based media
routing system to connect a customer to an expert system. Web-based
media routing systems, such as the World Wide Web Consortium (W3C)
Web Real Time Communications (Web RTC), support an interactive,
multimedia session, e.g., using a web browser, so that the customer
interface can be highly customized to the needs of the business or
application. When a customer initiates a contact they can be
admitted to a virtual multimedia "room" that allows them to speak
and/or chat message with the expert system.
[0029] The expert system is configured to analyze the customer's
inquiry or question in order to identify a resolution. In some
embodiments, the system analyzes the customer's inquiry using
natural language processing and/or speech recognition. The
resolution can include a list of topics that correlate to the
customer's question or problem.
[0030] In at least some embodiments, the expert system searches a
knowledge base using the list of topics as keywords to find rules
that relate to the customer's message and/or utterance. The rules
can be used to formulate a response to the customer's inquiry. If
there is a suitable response in the knowledge base, the expert
system can send the response to equipment of the user as a text
document, a hypertext link, a voice message, a video or any
combination thereof. If there is no suitable response in the
knowledge base, the expert system can invite another customer
service resource, such as a human agent, to join the communication
exchange or otherwise enter the virtual multimedia room. Depending
upon the desired behavior, the agent can by one or more of various
contact modes including, without limitation, chat-messaging with
the customer, speaking with the customer, video chatting with the
customer or any combination thereof.
[0031] In at least some embodiments, when a live agent is
interacting with the customer, the expert system records the
session in an archive, e.g., identifying keywords that occur within
the interactive session with the agent and associating these
keywords with the recorded session. At an end of the interaction,
the customer satisfaction with the session is rated and, if the
session is deemed satisfactory, the recorded session can be
"cleansed," e.g., using a manual and/or automatic anonymization
process. Alternatively or in addition, the recorded session, e.g.,
the cleansed recorded session, can be edited for relevance. The
session is then added to a knowledge base to be used in an
automatic response for future sessions using at least some of the
associated keywords as a means of rating the topics of recorded
sessions.
[0032] A feedback process can be established, e.g., through the
recordings and/or the customer rating, that allows each successful
manual interaction to be converted to a contribution to the
knowledge base. A future caller can be presented by the expert
system with a previously recorded session based upon, for instance,
a similarity of keywords, e.g., an edited and/or cleansed version.
If the caller is unsatisfied with the response, they can be passed
to a live agent and the process can be repeated. Over time, each
session can be replaced with more satisfactory results. In this
way, a knowledge base of satisfactory interactions is developed,
and continuously improved.
[0033] FIG. 1 depicts an illustrative embodiment of a customer
service or contact system 100. A user or customer 102 using
customer equipment 104 accesses a customer service system 106 by
way of a data network connection 108. The customer equipment 104
can include, without limitation, a workstation, a mobile device,
e.g., a smart phone, a tablet or a laptop, and/or another device
such as a media processor or set-top box, an Internet Protocol (IP)
or smart TV. The customer service system 106 facilitates access to
an interactive customer service session 110 by the customer
equipment 104.
[0034] The customer service session 110 facilitates an exchange of
information between the customer 102 and a customer service
provider. In more detail the exchange of information can be between
the customer 102 and one or more of an expert system of the
customer service system 106, e.g., an intelligent software agent or
"bot," and a live, human agent 112.
[0035] The customer service session 110 can support a presentation
of customer service information 114, such as a form, a template, a
frame, and/or a menu. Alternatively or in addition, the customer
service session 110 can facilitate a presentation of a chat window
116 and/or a graphic window, such as an image or video window 118.
For example, the image or video window 118 can include a screen
shot of at least a portion of the user's screen 120 and/or a screen
shot of at least a portion of the live, human agent's screen 122.
It is generally understood that the live, human agent 112 accesses
the customer service session 110 through agent equipment, e.g., a
work station, a mobile device, such as a tablet, a laptop and/or a
smart phone.
[0036] In at least some embodiments, the customer service session
110 exchanges one or more of audio or video from one or more of the
user equipment 104, e.g., acquired by the user's camera and/or
microphone 124, or the live, human agent's equipment, e.g., by the
agent's camera and/or microphone 126.
[0037] The system 100 can include a knowledge database 128. The
knowledge database 128 can maintain records related issues,
inquiries and resolutions. For example, the knowledge database can
include a predetermined list of likely issues and/or inquiries
accompanied by corresponding resolutions and/or answers. It is
understood that the knowledge database 128 can be updated or
otherwise modified from time to time, e.g., as new issues are
encountered and resolved. In some embodiments, the knowledge
database 128 is updated in real time or in near real time, e.g., in
response to resolution of an issue during a customer service
session 110.
[0038] By way of illustrative example, a customer 102 accesses a
customer care session 110 to seek resolution of an issue, e.g., an
equipment-related issue, a service-related issue, a billing-related
issue, and the like. The expert system 106 determines the customer
issue and accesses the knowledge database 128 to identify a
predetermined resolution. To the extent the predetermined
resolution is identified to the particular customer issue, the
expert system, e.g., using an automated agent or bot, provides the
predetermined resolution to the customer 102 using the customer
service session. However, to the extent that a predetermined
resolution is not available or identifiable in the knowledge
database 128, the automated agent can engage a live, human agent
112. Engagement can include joining the live agent to the existing
session with the automated agent, or in place of the automated
agent as in a handover.
[0039] The live, human agent 112 alone or in combination with still
other customer service resources, e.g., a supervisor agent or
subject matter expert, works with the customer 102 to resolve the
customer's particular issue. Unlike other expert systems, those
sessions engaging a live, human agent 112 to address new issues can
be used to update the knowledge database 128. For example, the
human sessions can be recorded and/or analyzed or processed to
determine a corresponding template. The template can include
standard information, such as equipment type, service type,
equipment location, equipment network location, software, e.g., app
and/or OS (operating system) versions and the like. Alternatively
or in addition, the templates can include one or more of an issue
category, a resolution, and/or list of alternative resolutions,
and/or a list of likely resolutions. The resolutions can include
statements, scripted question/answers, software, and the like. The
templates can be used to address future questions in a rapid
feedback loop. For example, the templates can be added to the
knowledge database to allow future questions of the same or similar
nature to be addressed by the automated bot, without having to
engage a live, human agent.
[0040] As a web solution, existing customer authentication methods
can provide knowledge about the caller, his or her previous orders
or questions and details of their account without having to depend
upon a touchtone (DTMF) entered account number or the telephone
number of the caller as is done on conventional call center
equipment. This is often error-prone. As no telephony equipment is
involved, agent workstations can be entirely web based, requiring
no special integration with call center infrastructure.
[0041] In addition to finding answers in the knowledge base 128,
the expert system 106 can be used to easily route VoIP calls to
live agents 112 based upon the nature of the question, or the
identity of the caller. The expert system 106 can be configured
with rules to send a customer 102 to the same agent 112 on multiple
calls, such as a personal banker in the case of financial services
contact management.
[0042] The customer service session 110 can be implemented using
WebRTC, e.g., providing a dedicated WebRTC channel in response to
the user's inquiry. The expert system 106 can respond via the
WebRTC channel with text messages, hypertext, stored videos or
other digital content which may be delivered to a web client.
[0043] In some instances the customer service session 110 includes
a virtual location or room. By allowing the WebRTC platform to
utilize a virtual room concept or model, customers can easily be
engaged with multiple company endpoints at the same time (e.g., the
expert system, a live agent, a supervisor/monitor, recording or
playback functions).
[0044] In some embodiments, the customer's room can be maintained
and/or archived. Such maintenance or archiving can be provided
indefinitely, or according to a time limit or threshold. A time
limit may be set for a number of minutes, hours, days, weeks, and
the like. Often times, a customer who contacts the customer service
for one issue may subsequently re-contact the service again in
relation to the same or similar issue.
[0045] By way of example, a triple-play customer who subscribes to
voice, data and cable service may have an issue with one of the
services, e.g., cable. Resolution of the issue in a first customer
service session may require a re-setting, power-cycling, and/or
replacement of a hardware item. Such actions may interrupt the
customer's communication exchange with the customer service. By
maintaining the customer's room, the customer can be redirected or
otherwise routed to the pre-established room after the momentary
interruption. Other customer care resources associated with the
room can maintain their association, e.g., in anticipation of a
re-connection of the customer equipment. Records, such as customer
records, records of progress towards resolution, and so on can
remain available to the associated resource(s). To the extent the
communication exchange of the session is being recorded, recording
can continue after the interruption. By preserving many, most or
all of the features of the earlier session, any inconvenience to
the customer is minimized, improving the customer's overall
experience and preferably facilitating a speedy and successful
resolution to the issue.
[0046] It may be impractical to maintain association of at least
some resources, such as live, human agents in at least some
situations. Accordingly, preservation of a session and/or any
associations to the session can be conditional. Conditions can
include responding to requests by a customer, e.g., the customer
places customer service session on hold to answer another call or
tend to some other urgent, but momentary matter. Alternatively or
in addition, conditions can include responding to requests of a
customer service resource, such as the automated bot and/or live,
human agent. Alternatively or in addition, still other conditions
can be based on other factors, such as service outage reports,
network traffic, resource utilization and/or availability, an
identity of the customer, a level of subscription service of the
customer, and so forth. Thus, a customer who has subscribed to a
premium service and/or a customer who may have had a negative
experience during an earlier customer service session, may be
extended a convenience of preserving their room and/or association
of one or more customer resources with their room.
[0047] In some embodiments, a virtual agent or bot can engage with
the customer 102, while the customer is waiting for a live, human
agent to come online. To this end, the bot can assist by finding
and suggesting tutorials, videos and other content that may help
the customer resolve the problem. The customer can peruse this
content while waiting for a human agent to become available. It is
foreseeable that at least some issues can be resolved by the
virtual agent during a waiting period for the live agent.
[0048] Because the interaction is over a web-browser, the expert
system 106 can compose responses that navigate the customer 102 to
a web page where the customer can complete an automation process
such as a provisioning step in activating the customer's service
and can populate a hyperlink with form values which will then
automatically populate the desired page. So the system can collect
information from the user interactively and then direct the caller
to a web-page with the form already filled in with all of the
customer's information.
[0049] FIG. 2 depicts an illustrative embodiment of a contact
center 200 of the customer care service system of FIG. 1. The
contact center 200 includes a virtual waiting room 204, a virtual
service room 206, a knowledge system 208, e.g., including a
knowledge base, and in at least some embodiments, a media archive
210. Other contact resources include one or more automated software
agents 212, or bots, and one or more live, human agents 215. A
queue manager 216 receives service requests from one or more
customers 214 and manages access and/or association of one or more
of the contact center resources 204, 206, 208, 210, 212, 215.
[0050] The waiting room 204 can include a common resource that can
be accessed simultaneously by multiple customers 214, e.g.,
entering and leaving at different or random times. By way of
example, the waiting room can be accessed by a common address, such
as a customer service center address or contact reference. A common
address can include, without limitation, a telephone number, a
network address, an IP address, a Uniform Resource Locator (URL)
and the like.
[0051] The waiting room 204 can provide information that can be
updated from time to time. In at least some embodiments, the
waiting room 204 includes self-help resources, such as links to
information related to common issues. Common issues may vary from
time to time, e.g., as new equipment is introduced to a customer
base, as software updates are implemented, and/or as various
aspects of a network are modified. By way of example, the waiting
room can include a web site or collection of one or more web pages
accessible by a web address or uniform resource locator (URL). The
waiting room 204 can be static or dynamic. For example, the waiting
room 204 can include topical resources that can be arranged in a
hierarchal manner and selectable by a customer to access further
detail associated with any one topic. Links to self-help material
can be included, e.g., such as links to text, audio and/or
video.
[0052] A customer 214 can remain associated with or otherwise in
the waiting room 204, while the customer 214 reviews the self-help
material. Should the self-help material be sufficient, the customer
214 can leave or otherwise exit the waiting room 204 at any time.
In this manner, a customer's time spent waiting for access to other
resources can be productive, and in at least some instances,
sufficient to resolve some customer inquiries and/or issues.
[0053] Continuing with an illustrative example, in a first step
(1), a customer 214 enters the waiting room 204. In a second step
(2), a queue manager 216 is notified that the customer 214 has
entered the waiting room 204. In a third step (3), the queue
manager 216 extends an invitation to the customer 214 to access a
service room 206. In some embodiments, the queue manager 216
facilitates the service room 206 upon notification that the
customer 214 has entered the waiting room. Alternatively or in
addition, the queue manager 216 facilitates the service room 206
conditionally, e.g., upon acceptance of the invitation by the
customer 214. For situations in which there is a delay in preparing
the service room 206, the queue manager 216 can provide further
notification that the service room 206 is ready or otherwise
available. The customer 214 is then allowed to enter or otherwise
directed or passed to the service room 206.
[0054] It is envisioned that the service room 206 can include an IP
address associated with the customer. A port can also be assigned
to which applications, communication exchanges the customer
equipment and/or service center resources can be associated. One
such example architecture includes WebRTC, which web browsers
configured with WebRTC APIs can communicate. Other configurations
include client-server scenarios, in which a client app, e.g., on
the customer equipment access one or more server apps provided by
the contact center 200. Still other configurations can include
legacy telephony equipment and/or IVR systems. Although such legacy
systems can be considered less desirable, situations can occur in
which significant existing legacy resources can participate in at
least some aspects of the solution, e.g., accessing a live agent
215.
[0055] Continuing with the illustrative example, in a fourth step
(4), the queue manager 216 signals or otherwise facilitates an
association of a virtual agent 212 with the service room 206. In at
least some embodiments, a recording of the session begins. The
recording can include recording of one or more of various contact
modes used during the session, such as text chat, voice, video. In
at least some embodiments, a virtual agent is always available so
the customer never has to wait for a response.
[0056] In a fifth step (5), the virtual agent 212 attempts to
respond to or otherwise resolve customer issue or problem. The
virtual agent 212 can receive a customer inquiry by any of the one
or more contact modes and analyze the customer inquiry, e.g., to
determine the nature, category, topic, etc., of the particular
issue or problem. The virtual agent 212 can utilize the knowledge
base 208, e.g., by mining the knowledge base 208 for resolutions
and/or responses to similar issues and/or inquiries.
[0057] To the extent that the virtual agent 212 can resolve the
issue or problem, the session can terminate. It is understood that
any termination can include a corresponding assessment. The
assessment can include a customer assessment or rating, e.g., in
which a customer responds to a question and/or completes a brief
survey. Alternatively or in addition, the assessment can include a
contact center rating, e.g., completed by the virtual agent 212.
Assessments can be binary in determining whether the issue or
problem was resolved or not. Alternatively or in addition, the
assessments can be multidimensional to provide further insight into
the success of the session, the customer's satisfaction, the
contact center's perceived efficiency, and the like.
[0058] To the extent that the virtual agent 212 cannot resolve the
issue or problem, the virtual agent 212 may requests the assistance
of one or more additional resources in a sixth step (6). In the
illustrative example, the virtual agent 212 requests the help of a
live, human agent 215. The request is made to the queue manager
216. In a seventh step (7), the queue manager 216 invites a next
available live, human agent 215 into the customer's virtual service
room 206.
[0059] In an eighth step (8), the live, human agent 215 enters the
customer's room 206. In a ninth step (9), the virtual agent 212
leaves the service room, or transitions into an inactive mode,
e.g., "goes silent," responsive to the live, human agent 215
entering the room 206. Leaving the room 206 can include
disassociating the virtual agent 212 from the customer's room 206,
such that the virtual agent 212 is available to service other
requests.
[0060] In at least some embodiments, the virtual agent 212
continues to monitor progress of the session, while in the inactive
or silent mode. For example, the virtual agent 212 can assess
communication exchanges by any of the one or more various contact
modes to determine whether the customer is dissatisfied, whether
the agent is not making sufficient or time progress, and the like.
The virtual agent 212 can respond in one or more various manners to
detecting that further assistance and/or escalation of the
situation would facilitate resolution of the issue or problem. For
example, the virtual agent 212 might act in an advisory manner,
providing insightful recommendations and/or supporting information
to the live agent 215. Such supplemental information can be
provided via a separate or "side" communication channel between the
virtual agent 212 and the live agent 215, without exposing the side
channel to the customer.
[0061] The virtual agent can monitor other customer indicators,
such as facial recognition indicators, voice or speech indicators
and/or mood assessors, e.g., based on one or more of the image or
audio feedback, to determine whether other customer care resources
should be joined to the session, and/or other customer care
strategies applied. For example, detecting a customer using a loud
tone, speaking in an abrupt manner, and the like can be an
indication of customer frustration that should be addressed or
otherwise diffused as soon as possible. It is understood that any
queueing can be modified to take into account a customer's reaction
or mood, among other factors.
[0062] Alternatively or in addition, the virtual agent might submit
a subsequent request to the queue manager 216 to invite a
supervisory live, human agent or subject matter expert to
participate in the session. The queue manager 216 can submit a
request for a next available supervisor and/or subject matter
expert to enter the service room 206. It may be helpful in at least
some situations to also establish a communication channel between
the live, human agent, the supervisor or subject matter expert
and/or the virtual agent 212. Once again, this other or side
channel can be shielded from the customer to allow for private
communications between the participating service resources and
without distracting from the communication exchange with the
customer.
[0063] Although the illustrative examples refer to a single virtual
agent and/or a single live agent servicing a single customer's
room, it is envisioned that situations can occur in which more than
one virtual agent and/or more than one live, human agents might
service the same customer's room at the same time. Servicing can
include participating in an active mode by participating in a
communication exchange with the customer and/or participating in a
standby mode in which the resource may not be participating
directly in the communication exchange with the customer.
[0064] Continuing with the illustrative example, the service center
200 processes communication exchange between the customer, the
virtual agent 212 and/or the live agent 215, supervisor, subject
matter expert, and so forth. The analysis can identify various
information related to the communication that are suitable for
serving as metadata. This information can include, without
limitation, identification of the issue or problem, e.g., according
to one or more of a category or sub-category, associated equipment
and/or services, unsuccessful solution attempts, participating
agent(s), geographic location, network location, date, software
versions, and the like. After the customer service session has
concluded the complete recording and/or the resulting metadata can
be stored, e.g., by the virtual agent 212, in the knowledge base
208.
[0065] FIG. 3 depicts an illustrative embodiment of a customer
service system 300 with detail of communication exchanges based on
the capabilities of the customer care service system 100 of FIG. 1
and/or the contact center 200 of FIG. 2. The system 300 includes a
Selective Forwarding Unit (SFU) 302 and a session controller 304. A
customer 306 interacts with the system 300 by way of customer
equipment 308. The customer equipment can include a client 310,
e.g., a web browser that provides access to one or more of audio,
video, text or files. A live, human agent 312 interacts with the
system 300 by way of agent equipment 314. The agent equipment 314
can include a client 316, e.g., a web browser that provides access
to one or more of audio, video, text or files. In at least some
embodiments, a live, human supervisory agent or subject matter
expert 318 interacts with the system 300 by way of supervisor
equipment 320. The supervisor equipment 320 can include a client
322, e.g., a web browser that provides access to one or more of
audio, video, text or files. Example web browser include without
limitation, Microsoft Edge, Google Chrome, Mozilla Firefox, Opera,
iOS Bowser, and Blackberry.
[0066] Information 324a from the customer is distributed by the SFU
302, e.g., in a first stream 324b to the agent equipment 314 and a
second stream 324c to the supervisor equipment 320, if applicable.
The information, or data streams 324a, 324b, 324c, can include
audio, e.g., using VoIP, messaging protocols, e.g., based on SMS,
MMS, chat, and more generally in any data stream. Alternatively or
in addition, data streams can be used to share presentations,
animations, keystrokes, mouse events, GPS coordinates, machinery,
security or automotive metrics collection, etc. Information from
the agent 326a, e.g., audio using VoIP, SMS, MMS chat, and the like
are distributed by the SFU 302 in a stream 326b to the customer
equipment 308 and in a stream 326c the supervisor equipment 320, if
applicable. In at least some embodiments, information from the
supervisor agent 328a, e.g., audio using VoIP, SMS, MMS chat, and
the like are distributed by the SFU 302 in a stream 328b to the
agent equipment 314. The supervisor agent stream can be directed to
the agent 312 to the exclusion of the customer 306, as shown.
Alternatively or in addition, the supervisor agent stream can be
directed to the agent 312 and to the customer 306. It is envisioned
that changes to the direction and destination of any of the
communication streams can be altered or otherwise redirected during
the course of a customer service session. Alternatively or in
addition, the SFU 302 can allow for an independent selection of
media streams, e.g., based on content type. By way of example, a
customer may elect to receive audio only, while the live agent
sends audio and video simultaneously. Each media stream can be
independently defined and the SFU 302 can be set to forward only
certain media types, such as the audio only, based on the
customer's election.
[0067] Communications exchanges, without limitation, can be
facilitated by Secure Real Time Transport Protocol (sRTP) to
deliver real time audio and/or video over IP networks. Streaming
media, can apply encryption, be subject to message authentication
and/or integrity, and/or apply relay protection to data. For
example, a unicast and or multicast RTP session is established for
each multimedia stream. An RTP session is generally understood to
consist of an IP address with a pair of ports for RTP and RTCP
services. In some embodiments, a Secure Real Time Control Protocol
(sRTCP) is used to control RTP session. This can include, without
limitation, monitoring transmission statistics and quality of
service (QoS), e.g., to aid in synchronization of multiple
streams.
[0068] Continuing with the illustrative example, the agent
equipment 314 and the supervisor equipment 320, if applicable, are
in communication with the session controller 304 utilizing
Extensible Messaging and Presence Protocol (XMPP) channels 330,
332. XMPP provides a communications protocol for message-oriented
middleware based on XML that enables near-real-time exchange of
structured yet extensible data between any two or more network
entities. The session controller 304, in turn, is in communication
with the SFU 302 utilizing a CoLiBri (Conferences with lightweight
bridging) protocol channel 334. A CoLiBri specification defines an
XMPP extension that allows real-time communications clients to
discover and interact with conference bridges that provide
conference mixing or relaying capabilities.
[0069] FIG. 4 depicts an illustrative embodiment of an example
customer care service system 400 of FIG. 1 and/or contact center of
FIG. 2. The system 400 includes a client agent 402, configured with
customer service center (CSC) Javascript resources 404a. A user
client 406 also configured with CSC Javascript resources 404b
interacts with or otherwise accesses a CSC WebRTC platform 408 by
way of a media bridge 410. In some embodiments, the media bridge
410 provides functionality of the SFU 302 (FIG. 3). In some
embodiments, the SFU 320 and the media bridge 410 can be considered
as interchangeable. For example, an SFU 320 can be considered as a
specific example of a media bridge 410, e.g., serving as a
lightweight and easily managed media bridge.
[0070] The WebRTC platform 408 includes a session controller 412, a
chat presence controller 414, a user management module 416, and a
security zone 418. The security zone 418 includes a user database
420, a client code repository 422, a media cache 424 and a session
archive 426.
[0071] The system 400 can include or otherwise interact with one or
more service provider web servers 428, each hosting one or more
service provider apps 430 that can include Java archive resources
432 designed to allow interaction with the WebRTC platform 408.
Likewise, the system 400 can include or otherwise interact with one
or more third party web servers 434, each hosting one or more
service provider apps 434a . . . 434n that can include also Java
archive resources 436 provided to allow interaction between the
service provider apps 434a-n and the WebRTC platform 408, and
session monitoring database 438.
[0072] In at least some embodiments, the system includes one or
more additional servers of functional modules, such as a credential
server 440, a Javascript library server 442, a web server 444, a
secure STUN/TURN server 446 and a queue controller 448.
[0073] Although WebRTC enables peer-to-peer communications, servers
can be used to support client exchanges of metadata, e.g., to
coordinate communication. Such exchanges can include signaling that
can provide, among other services, means for coping with network
address translators and firewalls. In more detail, signaling can
include, without limitation, session control messages used to open
or close communication, error messages, media metadata such as
codecs and codec settings, bandwidth and media types, Key data,
e.g., used to establish secure connections, network data, such as a
host's IP address and port as seen by the outside world, and the
like.
[0074] Peer discovery can be accomplished, e.g., by telephone
numbers and directories for telephone calls. Presence management
systems can be used for online video chat and messaging and as a
means for users to initiate sessions. Initiating a WebRTC session
can include one or more of an email or message that includes a
URL.
[0075] WebRTC apps can use an Interactive Connectivity
Establishment (ICE) framework to facilitate networking. For
example, an application can pass ICE server URLs to an RTC Peer
Connection. The ICE framework determines a path to connect peers
and tries to make a connection using a host address obtained from a
device's operating system and network card. If that fails, e.g.,
for devices behind network address translators (NAT), the ICE
framework obtains an external address using a STUN (Session
Traversal Utilities for NAT) server 446. A STUN server can be used
to get an external network address. The STUN server uses a
standardized set of methods and a network protocol that allows an
end host to discover its public IP address if it is located behind
a network address translator (NAT). If that fails, the traffic can
be routed via a TURN (Traversal Using Relays around NAT) relay
server 446. The TURN server uses a protocol that assists in
traversal of NAT or firewalls for multimedia applications.
[0076] FIG. 5 depicts an illustrative embodiment of another example
customer care service system 500 of FIG. 1 and/or contact center of
FIG. 2. In particular, the example customer care service system 500
includes an open source based service platform. A WebRTC platform
502 is in communication with equipment of end users and/or business
partners 504, e.g., that includes one or more of browsers 506,
custom apps 508, social media platforms 510, or enterprise servers
512. The WebRTC platform 205 includes a call center 514, one or
more SFU(s) 516 a session manager 518, and a media archive 520 in
communication with an archive manager 522. Other features of the
WebRTC platform 502 can include, e.g., a presence server 524 and
one or more messaging servers 526.
[0077] In some embodiments, an interface to the WebRTC platform 502
can be provided by an external social media platform such as
Facebook.RTM. or LinkedIn.RTM. or Tinder.RTM. or Twitter.RTM.
social media applications. Such an interface allows users of social
media to interact with the WebRTC platform 502 by way of the social
media applications. For example, a customer might complain via a
Twitter.RTM. social media application bout a particular product
purchased from a particular department store. The complaint via the
Twitter.RTM. social media application can be identified or
otherwise detected, e.g., by a monitoring service, and evaluated to
identify details, such as the particular department store and the
complaining customer. A customer care agent or bot of the
particular department store can react to the complaint by
contacting the complaining customer, e.g., by way of the WebRTC
platform 502, in an attempt to resolve the problem.
[0078] The session manager 518 and the SFU(s) are in communication
with the equipment of the end users and/or business partners. For
example, the system 500 utilizes WebRTC and/or STUN to manage
interactions between the SFU and the end user and/or business
partner equipment 504. Similarly, the system 500 utilizes XMPP
and/or REST to manage interactions between the session manager 518
and the end user and/or business partner equipment 504.
[0079] In some embodiments, the WebRTC platform 502 is in
communication with one or more other applications utilizing a cloud
service 528. Examples include, without limitation, one or more of
applications 530, media applications 532, notification services 534
or federation services 536. Applications 530 can include, without
limitation, any conventional application built by a third party
developer that runs on the cloud service. Media applications 532
can include, without limitation, any applications that process
real-time media provided by the WebRTC platform 502, for instance,
for speech recognition, or video analysis or for video enhancement
(such as adding cat ears to a face on a video source or increasing
contrast to compensate for poor lighting).
[0080] Alternatively or in addition, the WebRTC platform 502 is in
communication with one or more of an IPTV service 538, e.g.,
providing an IPTV distribution service 540 or an IMS service 542,
providing one or more of VoLTE services 544 or IPFlex services 546.
In at least some embodiments, one or more protocol adapters 548 are
provided between the WebRTC platform 502 and one or both of the
IPTV service 538 or the IMS service 542. In at least some
embodiments, the same protocol adapter 548 may not be suitable to
adapt to both IPTV and IMS services should the media standards be
different. Accordingly, the session manager 518 and/or the call
center 514 can leverage one or more of the various available assets
in planning, managing and executing customer care services.
[0081] FIG. 6 depicts an illustrative embodiment of an example
process 600 used by one or more of the systems 100-400 of FIGS.
1-4. The process 600 relates to an omni-channel customer care
interface that supports a persistent customer care session. The
persistent customer care session facilitates an exchange of
information between customer equipment and one or more customer
care resources according to one or more different contact or
communication modes. Example contact modes include, without
limitation, chat, voice, hypertext and video. Example customer care
resources include, without limitation, an automated software agent
or "bot," one or more different live agents, e.g., tech support,
supervisors and/or subject matter experts.
[0082] In at least some applications, the persistent customer care
session can be accessed by a sign-in, access and/or authorization
process. When a single sign-in process is used, the single sign-in
can be sufficient to access any combination of the customer service
resources without requiring any further sign-in, access and/or
authorization. In some applications persistent cookies can be used
to establish and select persistent sessions. Persistent cookies can
be used to keep users logged in over an extended period of time,
e.g., allowing them to continue to access a particular web service
regardless of the period of time since they last joined. This can
be accomplished on the same machine and/or across multiple machines
by using a browser that shares context, e.g., the Chrome.RTM.
browser.
[0083] According to the omni-channel customer care interface, one
or more customer care resources can be brought into the session at
different times, as necessary. Moreover, any of the customer care
resources can be brought in according to one or more of the various
contact modes. Multiple customer care resources can be engaged at
once, some actively and others passively to monitor the session. A
private communication channel can be provided between customer care
resources, for example, allowing live agents to communicate
privately and share information during a session according to one
or more of the various communication modes.
[0084] The customer can sign-on and enter a session via any one of
the various communication modes. In some embodiments, an automated
bot initiates a communications exchange with the customer equipment
using the session. The bot can be configured to attempt an initial
resolution without human interaction. To this end, the bot can
implement a scripted or otherwise pre-programmed exchange with the
customer to gather information. Information can be obtained from
one or more of a user input or selection, e.g., via a user
interface that can include a form and/or selectable lists of items.
Alternatively or in addition, information can be obtained from one
or more other sources, such as pre-existing records related to one
or more of the user or customer, the customer equipment, subscribed
services, account status, and the like. In at least some
embodiments, information can be obtained from other sources not
necessarily associated with a particular user. Such sources can
include, without limitation, system and/or network status, other
customer service calls, e.g., surging in relation to a widespread
problem or issue, weather events, news events, and the like. In at
least some embodiments, the automated bot accesses a solutions
database in an attempt to resolve the issue, before escalating or
otherwise associating a live, human customer care resource with the
customer care session.
[0085] In some embodiments, the session accommodates seamless
transitions or switches, without disturbing or otherwise
redirecting the customer equipment from the session. Transitions
can include, without limitation, changes between communication
modes, e.g., transitioning from a text chat to voice, or from voice
to video. Likewise, transitions can include engaging and/or
disengaging different customer care resources, as necessary, e.g.,
introducing a live agent to the session initiated by a bot. In at
least some embodiments, transitions include switching customer care
resources from a passive mode to an active mode, or an active mode
to a passive mode as required.
[0086] For example, an active bot participating in a communication
exchange of an existing session with a customer may transition to
an inactive mode upon introduction of a live customer service
agent. At some point, e.g., after a problem has been identified
and/or solved, the bot may be re-activated to once again
participate in the communication exchange of the existing session.
A customer care resource in an inactive mode can continue to
monitor the session. Namely, the customer care resource can
continue to track or otherwise follow state transitions of the
session, information exchanged, progress or lack thereof of issue
resolution, and the like, without actively participating in the
communication exchange or otherwise altering the state.
[0087] The customer service session provides a single customer
interface that brings resource(s) to the session as opposed to
moving the customer and/or the session to the resource(s). This
approach supports seamless transitions between customer care
resources and communication modes, without disrupting or otherwise
inconveniencing a customer being served. Information, such as the
nature of the issue, customer equipment, subscribed service(s),
account status, progress towards resolution and so forth can be
maintained and shared among customer service resources as they join
an active session and as they transition between active and passive
modes in relation to the active session.
[0088] In the example process 600, a request from customer
equipment to access a customer service session is identified at
602. The request can be made by any suitable means, such as an
instant message, an SMS, an MMS, accessing a web site, an email, a
VoIP call. In some embodiments, the request can be made by way of
an application or app resident on a user's device, e.g., a mobile
app. In some scenarios, the app includes a web client running on
the user's device that communicates with a web server operated by
the customer service provider and/or third party customer service
provider. Alternatively or in addition, the request can be made
using a web browser, e.g., using WebRTC APIs.
[0089] In the illustrative example, the process facilitates a
WebRTC interactive session at 604. WebRTC can be used to enable web
browsers with real-time communications via simple Javascript APIs.
Features include acquiring media from customer equipment, e.g., by
providing control of a customer's camera, microphone and/or
speakers. WebRTC also supports peer-to-peer (P2P) connections,
e.g., between a customer's web browser and one or more of an
automated software agent, or bot, a customer service provider's
server, or a web browser or server application of a live, human
agent or subject matter expert. In some embodiments, a WebRTC
gateway allows end users to access SIP based hosted PBX and call
centers without a need to change these services.
[0090] The process, using a bot, determines a customer inquiry at
606. This determination can be based on one or more user inputs
received from the customer equipment. By way of example, user
inputs can include text, e.g., by way of an email, a chat message,
or a text entry in a webpage or portal. Alternatively or in
addition, user inputs can include voice, e.g., analyzed with a
voice recognition service. In at least some embodiments, the
customer inquiry can be determined according to a user selection
from a predetermined list of issues and/or topics.
[0091] The customer inquiry is analyzed at 608. Analysis can
include one or more of voice recognition, parsing of text messages,
identification of selections based on predetermined listings, and
the like. For analyses using voice recognition to obtain a textual
representation, the resulting text messages can be further parsed
and interpreted. In at least some embodiments, analysis includes
identification of keywords. Keywords can be used to identify
topical areas, such as billing, equipment, service, and the like.
Customer inquiry analysis can include determining one or more
ancillary features, such as a customer's identity, equipment type,
service plan, account status, geographic location, network
location, and the like.
[0092] One or more of the ancillary features can be obtained
without necessarily making a request and/or interpreting a
customer's communication. For example, a customer's identity,
equipment type, service plan and account status and the like can be
determined based on authentication and/or authorization of the
customer as might be determined by an initial authorization
process.
[0093] The process identifies a list of topics based on the
analysis of the customer inquiry at 610. Rules that relate to the
customer inquiry are identified at 612 using the list of topics.
Rules can be pre-determined based on individual topics.
Alternatively or in addition, at least some rules can be
pre-determined based on a combination of topics. The rules can be
used by one or more of the customer resources to address or
otherwise resolve the customer's inquiry or issue. For example, the
bot can apply the rules to request additional information from the
customer, obtain additional information from the merchant or
service provider and/or third party systems. Some rules can include
analyses of ancillary information, such as network statistics,
equipment performance history, customer account history, and the
like. In some embodiments, the rules can include obtaining metrics
and/or analytics based on the nature of the customer inquiry. In
some embodiments the rules can include a scripted conversation. The
scripted conversation can include a decision tree to facilitate
resolution of the customer inquiry.
[0094] A response is formulated based on the rules at 614, and a
determination is made at 616 as to whether the response is suitable
or otherwise applicable. The response can be based on any of the
foregoing, e.g., customer replies to questions posed by the bot,
status of ancillary information, metrics, analytics, and the like.
It is conceivable that one or more alternative responses can be
identified, e.g., each with its respective probability or
weighting.
[0095] Suitability of a response can be determined according to one
or more measures. For example, if the response is identified with a
relatively high degree of certainty, then it can be provided. A
threshold or multiple thresholds of certainty or probability of
suitability can be identified. If a particular response has an
associated probability that exceeds the threshold, it can be
provided. In some embodiments, the thresholds can be tailored or
otherwise adjusted based on the customer's identity, records of
past dealings, aggregate customer ratings, and the like.
[0096] In some embodiments, suitability is subjectively determined
by the customer. They can indicate that they are not satisfied with
a particular response, with the response process, with processing
delay, and the like. A customer might say or text, "I'm not
satisfied," or "that won't work" or "I want to speak to a live
agent" or the like. Alternatively or in addition, the customer
might select a menu item or button that indicates whether the
customer is satisfied, problem resolved, or the like.
[0097] To the extent that the response is suitable, a response is
sent to the customer equipment at 618. In some scenarios, the
response can be identified with relative certainty. In other
scenarios, the response may be accompanied by a probability or
weighting. The bot can decide whether to provide the response, or
to qualify the response based on the corresponding probability or
weighting. When multiple alternative responses are possible, the
bot can provide the alternative responses, e.g., prioritizing the
responses according to their respective probabilities or
likelihoods.
[0098] To the extent that the response is not suitable, a live
agent is invited to participate in the interactive session at 620.
Once again, the live agent joins an existing session, without any
need to move the customer to another customer service session. The
customer remains, e.g., in the same virtual room as the different
resources are added, modified and/or removed.
[0099] The live agent can be invited by the bot or by a queue
scheduler. A request for live agent can be initiated in response to
a determination that the bot response is not suitable according to
any of the foregoing examples. Alternatively or in addition, a
request for a live agent can be made before suitability of any
response is determined, and in some instances, before a response is
determined. For example, a live agent might be requested upon
initiation of the interactive session as a matter of course. The
request can be entered into a queue and a live agent made available
based on placement in the queue, agent availability, level of
escalation of a session and the like. Should the agent become
available, they may choose or be placed automatically in a monitor
mode. Namely, the live agent can begin monitoring a session before
entering by request or otherwise.
[0100] In some embodiments, the bot can determine when a live agent
begins monitoring or is otherwise available to participate. The
determination can be made in response to receiving a notice from a
scheduler or queue manager, a communication and or acknowledgment
of the same from the knowledge system and/or by the live agent
making an announcement.
[0101] In some embodiments, the rules applied by the bot can vary
depending upon availability of an agent. If the agent is available
early on in the process, the bot may offer to transition to the
live agent before determining any response. Alternatively, if the
live agent is not available yet, e.g., delayed due to availability,
the bot might prolong, e.g., stall, the automated portion of the
customer service session if a resolution cannot be determined
quickly. Such stalling tactics can keep the customer engaged in the
solution process, without the customer necessarily being aware that
they are waiting for a live agent to become available.
[0102] In at least some embodiments, the live agent interactions
with the customer are recorded at 622. It is understood that in at
least some embodiments, automated agent interactions with the
customer can be recorded too. It is more likely, however, that the
live agent interactions will occur for those issues that cannot be
addressed swiftly or at all by the automated agent and the current
knowledge base. As disclosed herein, the recorded interactions, and
particularly the recorded live agent interactions, can be analyzed
and used to update the knowledge base. Thus, the system includes a
learning process whereby the knowledge base is updated based on a
new solution worked out by the live human agent. With proper
analysis and adoption, the knowledge base can be updated so that
the same or similar problem, when encountered in the future, can be
addressed by the automated agent and/or the knowledge base without
having to engage a live agent for the same or similar problem.
[0103] The process includes another opportunity to determine the
customer inquiry at 624, having the benefit of the live agent. The
live agent alone, or in combination with one or more of the bot,
the knowledge base, and/or other subject matter expert(s) works
with the customer, and perhaps another agent or customer service
resource, to identify a response. Ultimately, a response is
formulated and provided to the customer equipment at 626.
[0104] Once again, a determination is made as to whether the
customer is satisfied with the response at 628. The determination
can include any of the foregoing techniques, including a subjective
determination by the live agent.
[0105] To the extent that the customer is satisfied, a knowledge
base is updated at 630 based on a satisfactory resolution of the
customer inquiry. To the extent that the customer is not satisfied,
the interaction can be escalated at 632 using the interactive
session. Escalation can include joining a supervisor, a manager
and/or another subject matter expert to the existing session. To
the extent escalations occur, the process can repeat, e.g., from
step 620.
[0106] FIG. 7 depicts an illustrative embodiment of an example
process 700 used by one or more of the systems of FIGS. 1-4. The
process 700 includes adding and/or changing customer care resources
associated with a customer care session. Generally, customer care
resources can be added to a session in a number of different ways,
such as: (a) self-identified, (b) resource availability driven, (c)
soft transitions, and (d) automatically identified.
[0107] Self-identified transitions can occur when a customer care
resource determines an escalation, de-escalation or media shift is
necessary. For example an automated agent, or bot may determine
that problem resolution is not available or has failed, choosing to
route calls to live agents based upon the nature of the question,
the skillset of the agent or the identity of the caller and caller
information that indicates a previous agent on the same matter. In
a further example, a first live agent participating in a customer
care session may determine that a different live agent is required.
Alternatively or in addition, a live agent monitoring a customer
service session with a first live agent or a bot may take over the
session from the first live agent or the bot. Other transitions
include shifting from chat to voice, voice to video, live agent to
bot with passive monitoring, etc.
[0108] Resource availability driven transitions can occur when
customer care resources are employed temporarily until other
resources are available. For example, a bot can be employed until a
live agent becomes available.
[0109] Soft transitions can occur when a particular customer care
resource "times-out." An automatic soft escalation can occur due to
a presumed failure, with an escalated resource being added first as
a monitor to the existing customer care resource. In this fashion,
a live agent can begin monitoring a bot or a supervisor can begin
monitoring a live agent, and so on. The escalated resource can take
control and begin direct involvement--but only if necessary. The
escalated resource would have an advantage of having been initially
monitoring progress of the session, reviewing related information,
and the like.
[0110] An automatically identified transition can be triggered by
an automated session manager that runs in the background and
reviews the session based on analytics (more than just time) to
determine if escalation is required. For example, based on a score
as to appropriateness of the knowledge base information and/or
detection of keywords of user indicating a need for the customer to
talk to a human, the system can escalate to a human agent. Further
review of a session with a live agent can determine if escalation
to a different live agent or supervisor is required. The escalation
can be implemented via a soft transition as described above with
passive monitoring implemented along with the option for the
escalated resource to switch to active participation.
[0111] The process 700 detects a customer service inquiry at 702. A
first customer care resource is associated with a first
communication session at 704.
[0112] A determination is made at 706 as to whether another
customer care resource should be associated with the first
communication session. To the extent that the process determines
that another customer care resource should be added, the process
identifies the other customer care resource at 710. The other
customer care resource is associated with the first communications
session at 712, a response to the customer inquiry is determined at
714.
[0113] A determination is made at 718 as to whether the response is
applicable or otherwise suitable. To the extent the response is
suitable, the process continues by repeating for other customer
service inquiries at 702. However, to the extent the response is
not suitable, the process escalates at 720.
[0114] FIG. 8 depicts an illustrative embodiment of an example
process 800 used by the systems of FIGS. 1-4. While a live agent is
interacting with a customer within the context of a customer
service session, an expert system records the session. The recorded
session can be stored in an archive. In some embodiments, keywords
are identified within the interactive session with the agent. At a
conclusion of an interaction, a customer satisfaction with the
session is rated. Alternatively or in addition, agent feedback is
obtained to determine if the session is deemed satisfactory.
Further analysis can assess whether the session is different from
other sessions already available in a database of the expert
system. If so, the recorded session is processed and added to the
knowledge base.
[0115] Processing can include anonymizing the data, e.g., to remove
any customer sensitive personal information. The anonymized data
can be further processed or otherwise cleaned to remove any
unnecessary or "ugly" communications that took place in the prior
session. Accordingly the data obtained from the recorded content is
"cleansed" so it appears to be a favorable response to a particular
product. For example, the cleansing process can remove unnecessary
customer dialog like "hello? How are you," off-topic
communications, disparaging comments, and the like.
[0116] The processing further includes automated metadata creation
such as the keywords extracted from the exchange, a problem
statement and category, geographical location of the customer, the
service or product type, etc.
[0117] The processed session is put into a "golden database" of
high-quality information from which a bot can use. When a bot is
brought into a subsequent session, it has access to this data and
can use it to address issues with customers as an automatic
response that lays out a particular solution.
[0118] The process 800 records customer service voice interaction
with live agent at 802. The voice interactions are processed at
804.
[0119] A customer rating of the voice interactions is obtained at
806.
[0120] A determination is made at 808 as to whether the customer is
satisfied with the service response. To the extent that the
customer is satisfied, live agent rating of the voice interaction
are obtained at 810.
[0121] A determination is made at 814 whether the agent perceives
that the customer's inquiry has having been satisfactorily
addressed.
[0122] To the extent it is determined that the customer, the agent
or both are unsatisfied, the voice interaction can be evaluated at
812 for further review and/or action.
[0123] To the extent it is determined that both the customer and
the agent are satisfied, the issue/resolution is compared to an
expert database at 816.
[0124] According to the comparison, a determination is made at 818
as to whether the same or similar issue has already been covered.
To the extent that the same or similar issue has not already been
covered, the expert database is updated at 822.
[0125] FIG. 9 depicts an illustrative embodiment of an example
process 900 used by one or more of the systems of FIGS. 1-4. An
automated session manager runs in the background and reviews the
session based on analytics to also determine if it can assist the
live, human agents in providing the best information to the
customer. A, so called, "golden database" can be searched based on
a match between content of the communication exchange and metadata
associated with prior captured sessions.
[0126] If the automated session manager determines that a captured
session of a particular solution from the "golden database" is
applicable to a current session with a live agent, the session
manager can provide this to the live agent (like whispering in the
agent's ear) to assist the live agent in the resolution. This
provides a form of just-in-time training that gives human agents
access to the most current solutions to the most difficult
problems, without the need for the agent to search for them. Once
identified based on an automated review of the database, the
session manager proactively pushes these captured sessions to the
agents for review and use in giving support in a live session.
[0127] The process 900 detects customer service interaction with a
live agent at 902. Background monitoring is applied to customer
service interaction at 904. Analytics are applied to the monitored
customer service session at 906.
[0128] Prior captured sessions are searched at 908 for
suitability/applicability.
[0129] A determination is made at 910 as to whether any prior
captured sessions are applicable to the current issue. To the
extent that it is determined that no prior captured sessions are
applicable, the process 900 can continue to apply the background
monitoring of the customer service interaction at 904, and
repeating the subsequent steps.
[0130] To the extent that it is determined that a prior captured
session is applicable, a private channel is facilitated with live
agent and to the exclusion of the customer. Namely, communications
with the live agent occurring on the private channel are hidden
from the customer. The customer can continue to interact with the
live agent without any indication that the live agent has
established a private channel with another customer service
resource.
[0131] The process 900 advises live agent at 914, via the private
channel and based on applicable prior captured session(s). In a
three way communication between the live agent, the customer and
the customer service resource, it is as if the live agent has the
benefit of an expert system whispering in their ear during the
service session with the customer. As a result, an experience level
or knowledge base of any live agent can be elevated instantly to an
appropriate level responsive to the particular issues being
addressed with the customer.
[0132] This approach can benefit management and utilization of a
live agent pool by allowing the live agents to service a wider
range of customer calls with a greater degree of authority and
accuracy. Beneficially, such benefits can be achieved without a
need for additional live agent training. Indeed, an entire core of
live agents can be effectively trained on a new solution by simply
incorporating the new solution into a common knowledge base.
Rather, the expert system or database is applied judiciously to an
existing customer service session, without the customer being aware
that a third party, e.g., the additional customer service resource,
is participating.
[0133] While for purposes of simplicity of explanation, the
respective processes are shown and described as a series of blocks
in FIGS. 6-9, it is to be understood and appreciated that the
claimed subject matter is not limited by the order of the blocks,
as some blocks may occur in different orders and/or concurrently
with other blocks from what is depicted and described herein.
Moreover, not all illustrated blocks may be required to implement
the methods described herein.
[0134] FIG. 10 depicts an illustrative embodiment of a first
communication system 1000 for delivering media content. The
communication system 1000 can represent an Internet Protocol
Television (IPTV) media system. Communication system 1000 can be
overlaid or operably coupled with the customer care service systems
of FIG. 1, FIGS. 4-5, and/or the contact center of FIG. 2, e.g.,
according to the communication exchanges of FIG. 3, as another
representative embodiment of communication system 1000. For
instance, one or more devices illustrated in the communication
system 1000 of FIG. 10 determine a service request and facilitate a
first service session that allows customer equipment to accesses
the first service session via a first contact mode, such as voice,
chat or video. A first contact resource is associated with the
first service session, and participates in a communication exchange
with the customer equipment via the first service session according
to the first contact mode. A second customer contact resource is
associated with the first service session based on an analysis of a
customer inquiry. The second contact resource participates in the
communication exchange via the first service session and according
to a second contact mode that can be the same as or different from
the first contact mode.
[0135] The IPTV media system can include a super head-end office
(SHO) 1010 with at least one super headend office server (SHS) 1011
which receives media content from satellite and/or terrestrial
communication systems. In the present context, media content can
represent, for example, audio content, moving image content such as
2D or 3D videos, video games, virtual reality content, still image
content, and combinations thereof. The SHS server 1011 can forward
packets associated with the media content to one or more video
head-end servers (VHS) 1014 via a network of video head-end offices
(VHO) 1012 according to a multicast communication protocol.
[0136] The VHS 1014 can distribute multimedia broadcast content via
an access network 1018 to commercial and/or residential buildings
1002 housing a gateway 1004 (such as a residential or commercial
gateway). The access network 1018 can represent a group of digital
subscriber line access multiplexers (DSLAMs) located in a central
office or a service area interface that provide broadband services
over fiber optical links or copper twisted pairs 1019 to buildings
1002. The gateway 1004 can use communication technology to
distribute broadcast signals to media processors 1006 such as
Set-Top Boxes (STBs) which in turn present broadcast channels to
media devices 1008 such as computers or television sets managed in
some instances by a media controller 1007 (such as an infrared or
RF remote controller).
[0137] The gateway 1004, the media processors 1006, and media
devices 1008 can utilize tethered communication technologies (such
as coaxial, powerline or phone line wiring) or can operate over a
wireless access protocol such as Wireless Fidelity (WiFi),
Bluetooth.RTM., Zigbee or other present or next generation local or
personal area wireless network technologies. By way of these
interfaces, unicast communications can also be invoked between the
media processors 1006 and subsystems of the IPTV media system for
services such as video-on-demand (VoD), browsing an electronic
programming guide (EPG), or other infrastructure services.
[0138] A satellite broadcast television system 1029 can be used in
the media system of FIG. 10. The satellite broadcast television
system can be overlaid, operably coupled with, or replace the IPTV
system as another representative embodiment of communication system
1000. In this embodiment, signals transmitted by a satellite 1015
that include media content can be received by a satellite dish
receiver 1031 coupled to the building 1002. Modulated signals
received by the satellite dish receiver 1031 can be transferred to
the media processors 1006 for demodulating, decoding, encoding,
and/or distributing broadcast channels to the media devices 1008.
The media processors 1006 can be equipped with a broadband port to
an Internet Service Provider (ISP) network 1032 to enable
interactive services such as VoD and EPG as described above.
[0139] In yet another embodiment, an analog or digital cable
broadcast distribution system such as cable TV system 1033 can be
overlaid, operably coupled with, or replace the IPTV system and/or
the satellite TV system as another representative embodiment of
communication system 1000. In this embodiment, the cable TV system
1033 can also provide Internet, telephony, and interactive media
services. System 1000 enables various types of interactive
television and/or services including IPTV, cable and/or
satellite.
[0140] The subject disclosure can apply to other present or next
generation over-the-air and/or landline media content services
system.
[0141] Some of the network elements of the Cable TV system 1033 can
be coupled to one or more computing devices 1030, a portion of
which can operate as a web server for providing web portal services
over the ISP network 1032 to wireline media devices 1008 or
wireless communication devices 1016.
[0142] Communication system 1000 can also provide for all or a
portion of the computing devices 1030 to function as a session
controller and/or a selective forwarding unit (herein referred to
as customer care center server 1030). The customer care center
server 1030 can use computing and communication technology to
perform function 1062, which can include among other things, one or
more of the customer care center service techniques described by
processes 600, 700, 800, 900 of FIGS. 6-9. For instance, the
function 1062 of the customer care center server 1030 can be
similar to one or more of the functions described for the expert
system 102 of FIG. 1, the waiting room 204, the service room 210,
the bot 212 and/or the queue manager 216 of FIG. 2, the session
controller 304 and/or the selective forwarding unit 302 of FIG. 3,
the WebRTC platform 408 or other functional elements, e.g.,
servers, of FIG. 4 in accordance with one or more of the processes
600, 700, 800, 900 of FIGS. 6-9. The media processors 1006, the
television 1008, and/or the wireless communication devices 1016 can
be provisioned with software functions 1064, 1066 and 1068,
respectively, to utilize the services of the customer care center
server 1030. For instance, the functions 1062, 1066 and 1068 of the
media processors 1006, the television and the wireless
communication devices 1016 can be similar to one or more of the
functions described for the devices 106, 128 of FIG. 1, the devices
206, 208, 212 of FIG. 2, the devices 302, 304, 308, 314, 320 of
FIG. 3, and/or the devices 408 of FIG. 4 in accordance with one or
more of the processes 600, 700, 800, 900 of FIGS. 6-9.
[0143] Multiple forms of media services can be offered to media
devices over landline technologies such as those described above.
Additionally, media services can be offered to media devices by way
of a wireless access base station 1017 operating according to
common wireless access protocols such as Global System for Mobile
or GSM, Code Division Multiple Access or CDMA, Time Division
Multiple Access or TDMA, Universal Mobile Telecommunications or
UMTS, World interoperability for Microwave or WiMAX, Software
Defined Radio or SDR, Long Term Evolution or LTE, and so on. Other
present and next generation wide area wireless access network
technologies can be used in one or more embodiments of the subject
disclosure.
[0144] FIG. 11 depicts an illustrative embodiment of a
communication system 1100 employing an IP Multimedia Subsystem
(IMS) network architecture to facilitate the combined services of
circuit-switched and packet-switched systems. Communication system
1100 can be overlaid or operably coupled with the customer care
service systems of FIGS. 1 and 4-5, and/or the contact center of
FIG. 2, e.g., according to the communication exchanges of FIG. 3
and as another representative embodiment of the communication
system 1000. For instance, one or more devices illustrated in the
communication system 1100 of FIG. 11 determine a service request
and facilitate a first service session that allows customer
equipment to accesses the first service session via a first contact
mode, such as voice, chat or video. A first contact resource is
associated with the first service session, and participates in a
communication exchange with the customer equipment via the first
service session according to the first contact mode. A second
customer contact resource is associated with the first service
session based on an analysis of a customer inquiry. The second
contact resource participates in the communication exchange via the
first service session and according to a second contact mode that
can be the same as or different from the first contact mode.
[0145] The communication system 1100 can include a Home Subscriber
Server (HSS) 1140, a tElephone NUmber Mapping (ENUM) server 1130,
and other network elements of an IMS network 1150. The IMS network
1150 can establish communications between IMS-compliant
communication devices (CDs) 1101, 1102, Public Switched Telephone
Network (PSTN) CDs 1103, 1105, and combinations thereof by way of a
Media Gateway Control Function (MGCF) 1120 coupled to a PSTN
network 1160. The MGCF 1120 need not be used when a communication
session involves IMS CD to IMS CD communications. A communication
session involving at least one PSTN CD may utilize the MGCF
1120.
[0146] IMS CDs 1101, 1102 can register with the IMS network 1150 by
contacting a Proxy Call Session Control Function (P-CSCF) which
communicates with an interrogating CSCF (I-CSCF), which in turn,
communicates with a Serving CSCF (S-CSCF) to register the CDs with
the HSS 1140. To initiate a communication session between CDs, an
originating IMS CD 1101 can submit a Session Initiation Protocol
(SIP INVITE) message to an originating P-CSCF 1104 which
communicates with a corresponding originating S-CSCF 1106. The
originating S-CSCF 1106 can submit the SIP INVITE message to one or
more application servers (ASs) 1117 that can provide a variety of
services to IMS subscribers.
[0147] For example, the application servers 1117 can be used to
perform originating call feature treatment functions on the calling
party number received by the originating S-CSCF 1106 in the SIP
INVITE message. Originating treatment functions can include
determining whether the calling party number has international
calling services, call ID blocking, calling name blocking, 7-digit
dialing, and/or is requesting special telephony features (e.g., *72
forward calls, *73 cancel call forwarding, *67 for caller ID
blocking, and so on). Based on initial filter criteria (iFCs) in a
subscriber profile associated with a CD, one or more application
servers may be invoked to provide various call originating feature
services.
[0148] Additionally, the originating S-CSCF 1106 can submit queries
to the ENUM system 1130 to translate an E.164 telephone number in
the SIP INVITE message to a SIP Uniform Resource Identifier (URI)
if the terminating communication device is IMS-compliant. The SIP
URI can be used by an Interrogating CSCF (I-CSCF) 1107 to submit a
query to the HSS 1140 to identify a terminating S-CSCF 1114
associated with a terminating IMS CD such as reference 1102. Once
identified, the I-CSCF 1107 can submit the SIP INVITE message to
the terminating S-CSCF 1114. The terminating S-CSCF 1114 can then
identify a terminating P-CSCF 1116 associated with the terminating
CD 1102. The P-CSCF 1116 may then signal the CD 1102 to establish
Voice over Internet Protocol (VoIP) communication services, thereby
enabling the calling and called parties to engage in voice and/or
data communications. Based on the iFCs in the subscriber profile,
one or more application servers may be invoked to provide various
call terminating feature services, such as call forwarding, do not
disturb, music tones, simultaneous ringing, sequential ringing,
etc.
[0149] In some instances the aforementioned communication process
is symmetrical. Accordingly, the terms "originating" and
"terminating" in FIG. 11 may be interchangeable. It is further
noted that communication system 1100 can be adapted to support
video conferencing. In addition, communication system 1100 can be
adapted to provide the IMS CDs 1101, 1102 with the multimedia and
Internet services of communication system 1100 of FIG. 11.
[0150] If the terminating communication device is instead a PSTN CD
such as CD 1103 or CD 1105 (in instances where the cellular phone
only supports circuit-switched voice communications), the ENUM
system 1130 can respond with an unsuccessful address resolution
which can cause the originating S-CSCF 1106 to forward the call to
the MGCF 1120 via a Breakout Gateway Control Function (BGCF) 1119.
The MGCF 1120 can then initiate the call to the terminating PSTN CD
over the PSTN network 1160 to enable the calling and called parties
to engage in voice and/or data communications.
[0151] It is further appreciated that the CDs of FIG. 11 can
operate as wireline or wireless devices. For example, the CDs of
FIG. 11 can be communicatively coupled to a cellular base station
1121, a femtocell, a WiFi router, a Digital Enhanced Cordless
Telecommunications (DECT) base unit, or another suitable wireless
access unit to establish communications with the IMS network 1150
of FIG. 11. The cellular access base station 1121 can operate
according to common wireless access protocols such as GSM, CDMA,
TDMA, UMTS, WiMax, SDR, LTE, and so on. Other present and next
generation wireless network technologies can be used by one or more
embodiments of the subject disclosure. Accordingly, multiple
wireline and wireless communication technologies can be used by the
CDs of FIG. 11.
[0152] Cellular phones supporting LTE can support packet-switched
voice and packet-switched data communications and thus may operate
as IMS-compliant mobile devices. In this embodiment, the cellular
base station 1121 may communicate directly with the IMS network
1150 as shown by the arrow connecting the cellular base station
1121 and the P-CSCF 1116.
[0153] Alternative forms of a CSCF can operate in a device, system,
component, or other form of centralized or distributed hardware
and/or software. Indeed, a respective CSCF may be embodied as a
respective CSCF system having one or more computers or servers,
either centralized or distributed, where each computer or server
may be configured to perform or provide, in whole or in part, any
method, step, or functionality described herein in accordance with
a respective CSCF. Likewise, other functions, servers and computers
described herein, including but not limited to, the HSS, the ENUM
server, the BGCF, and the MGCF, can be embodied in a respective
system having one or more computers or servers, either centralized
or distributed, where each computer or server may be configured to
perform or provide, in whole or in part, any method, step, or
functionality described herein in accordance with a respective
function, server, or computer.
[0154] The customer care center server 1030 of FIG. 10 can be
operably coupled to communication system 1100 for purposes similar
to those described above. The customer care center server 1030 can
perform function 1062 and thereby provide one or more of the
customer care center services to the CDs 1101, 1102, 1103 and 1105
of FIG. 11. These services can be similar to one or more of the
functions described for the expert system 106 of FIG. 1, the
waiting room 204, the service room 206, the bot 212 and/or the
queue manager 216 of FIG. 2, the session controller 304 and/or the
selective forwarding unit 302 of FIG. 3, the WebRTC platform 408 or
other functional elements, e.g., servers, of FIG. 4 in accordance
with one or more of the processes 600, 700, 800, 900 of FIGS. 6-9.
The CDs 1101, 1102, 1103 and 1105, which can be adapted with
software to perform function 1172 to utilize the services of the
customer care center server 1030 similar to one or more of the
functions described for the expert system 106 of FIG. 1, the
waiting room 204, the service room 206, the bot 212 and/or the
queue manager 216 of FIG. 2, the session controller 304 and/or the
selective forwarding unit 302 of FIG. 3, the WebRTC platform 408 or
other functional elements, e.g., servers, of FIG. 4 in accordance
with one or more of the processes 600, 700, 800, 900 of FIGS. 6-9.
The customer care center server 1030 can be an integral part of the
application server(s) 1117 performing function 1174, which can be
substantially similar to function 1162 and adapted to the
operations of the IMS network 1150.
[0155] For illustration purposes only, the terms S-CSCF, P-CSCF,
I-CSCF, and so on, can be server devices, but may be referred to in
the subject disclosure without the word "server." It is also
understood that any form of a CSCF server can operate in a device,
system, component, or other form of centralized or distributed
hardware and software. It is further noted that these terms and
other terms such as DIAMETER commands are terms can include
features, methodologies, and/or fields that may be described in
whole or in part by standards bodies such as 3.sup.rd Generation
Partnership Project (3GPP). It is further noted that some or all
embodiments of the subject disclosure may in whole or in part
modify, supplement, or otherwise supersede final or proposed
standards published and promulgated by 3GPP.
[0156] FIG. 12 depicts an illustrative embodiment of a web portal
1202 of a communication system 1200. Communication system 1200 can
be overlaid or operably coupled with the customer care service
systems of FIGS. 1 and 4-5, and/or the contact center of FIG. 2,
e.g., according to the communication exchanges of FIG. 3,
communication system 1000, and/or communication system 1100 as
another representative embodiment of the customer care service
systems of FIGS. 1 and 4-5, and/or the contact center of FIG. 2,
communication system 1000, and/or communication system 1100. The
web portal 1202 can be used for managing services of the customer
care service systems of FIGS. 1 and 4-5, and/or the contact center
of FIG. 2 and communication systems 1000-1100. A web page of the
web portal 1202 can be accessed by a Uniform Resource Locator (URL)
with an Internet browser using an Internet-capable communication
device such as those described in the customer care service systems
of FIGS. 1 and 4-5, and/or the contact center of FIG. 2, e.g.,
according to the communication exchanges of FIG. 3 and the
communication systems of FIGS. 10-11. The web portal 1202 can be
configured, for example, to access a media processor 1006 and
services managed thereby such as a Digital Video Recorder (DVR), a
Video on Demand (VoD) catalog, an Electronic Programming Guide
(EPG), or a personal catalog (such as personal videos, pictures,
audio recordings, etc.) stored at the media processor 1006. The web
portal 1202 can also be used for provisioning IMS services
described earlier, provisioning Internet services, provisioning
cellular phone services, and so on.
[0157] The web portal 1202 can further be utilized to manage and
provision software applications 1062-1068, and 1172-1174 to adapt
these applications as may be desired by subscribers and/or service
providers of the customer care service systems of FIGS. 1 and 4-5,
and/or the contact center of FIG. 2, e.g., according to the
communication exchanges of FIG. 3, and/or the communication systems
1000-1100. For instance, users of one or more of the services
provided by server 106, 302, 304, 408, 502 and/or the customer care
center server 1030 can log into their on-line accounts and
provision the servers 106, 128, 302, 304, 408, 502 and/or server
1030 with customer information, customer service center
information, agent scripts and/or decision trees, equipment and/or
service information, revised and/or new solutions, and so on.
Service providers can log onto an administrator account to
provision, monitor and/or maintain the customer care service
systems of FIG. 1, FIGS. 4-5, and/or the contact center of FIG. 2,
or the server 1030.
[0158] FIG. 13 depicts an illustrative embodiment of a
communication device 1300. Communication device 1300 can serve in
whole or in part as an illustrative embodiment of the devices
depicted in the systems of FIGS. 1-5, and FIGS. 10-11 and can be
configured to perform portions of one or more of the processes 600,
700, 800, 900 of FIGS. 6-9.
[0159] The communication device 1300 can comprise a wireline and/or
wireless transceiver 1302 (herein transceiver 1302), a user
interface (UI) 1304, a power supply 1314, a location receiver 1316,
a motion sensor 1318, an orientation sensor 1320, and a controller
1306 for managing operations thereof. The transceiver 1302 can
support short-range or long-range wireless access technologies such
as Bluetooth.RTM., ZigBee.RTM., WiFi, DECT, or cellular
communication technologies, just to mention a few (Bluetooth.RTM.
and ZigBee.RTM. are trademarks registered by the Bluetooth.RTM.
Special Interest Group and the ZigBee.RTM. Alliance, respectively).
Cellular technologies can include, for example, CDMA-1.times.,
UMTS/HSDPA, GSM/GPRS, TDMA/EDGE, EV/DO, WiMAX, SDR, LTE, as well as
other next generation wireless communication technologies as they
arise. The transceiver 1302 can also be adapted to support
circuit-switched wireline access technologies (such as PSTN),
packet-switched wireline access technologies (such as TCP/IP, VoIP,
etc.), and combinations thereof.
[0160] The UI 1304 can include a depressible or touch-sensitive
keypad 1308 with a navigation mechanism such as a roller ball, a
joystick, a mouse, or a navigation disk for manipulating operations
of the communication device 1300. The keypad 1308 can be an
integral part of a housing assembly of the communication device
1300 or an independent device operably coupled thereto by a
tethered wireline interface (such as a USB cable) or a wireless
interface supporting for example Bluetooth.RTM.. The keypad 1308
can represent a numeric keypad commonly used by phones, and/or a
QWERTY keypad with alphanumeric keys. The UI 1304 can further
include a display 1310 such as monochrome or color LCD (Liquid
Crystal Display), OLED (Organic Light Emitting Diode) or other
suitable display technology for conveying images to an end user of
the communication device 1300. In an embodiment where the display
1310 is touch-sensitive, a portion or all of the keypad 1308 can be
presented by way of the display 1310 with navigation features.
[0161] The display 1310 can use touch screen technology to also
serve as a user interface for detecting user input. As a touch
screen display, the communication device 1300 can be adapted to
present a user interface with graphical user interface (GUI)
elements that can be selected by a user with a touch of a finger.
The touch screen display 1310 can be equipped with capacitive,
resistive or other forms of sensing technology to detect how much
surface area of a user's finger has been placed on a portion of the
touch screen display. This sensing information can be used to
control the manipulation of the GUI elements or other functions of
the user interface. The display 1310 can be an integral part of the
housing assembly of the communication device 1300 or an independent
device communicatively coupled thereto by a tethered wireline
interface (such as a cable) or a wireless interface.
[0162] The UI 1304 can also include an audio system 1312 that
utilizes audio technology for conveying low volume audio (such as
audio heard in proximity of a human ear) and high volume audio
(such as speakerphone for hands free operation). The audio system
1312 can further include a microphone for receiving audible signals
of an end user. The audio system 1312 can also be used for voice
recognition applications. The UI 1304 can further include an image
sensor 1313 such as a charged coupled device (CCD) camera for
capturing still or moving images.
[0163] The power supply 1314 can utilize common power management
technologies such as replaceable and rechargeable batteries, supply
regulation technologies, and/or charging system technologies for
supplying energy to the components of the communication device 1300
to facilitate long-range or short-range portable applications.
Alternatively, or in combination, the charging system can utilize
external power sources such as DC power supplied over a physical
interface such as a USB port or other suitable tethering
technologies.
[0164] The location receiver 1316 can utilize location technology
such as a global positioning system (GPS) receiver capable of
assisted GPS for identifying a location of the communication device
1300 based on signals generated by a constellation of GPS
satellites, which can be used for facilitating location services
such as navigation. The motion sensor 1318 can utilize motion
sensing technology such as an accelerometer, a gyroscope, or other
suitable motion sensing technology to detect motion of the
communication device 1300 in three-dimensional space. The
orientation sensor 1320 can utilize orientation sensing technology
such as a magnetometer to detect the orientation of the
communication device 1300 (north, south, west, and east, as well as
combined orientations in degrees, minutes, or other suitable
orientation metrics).
[0165] The communication device 1300 can use the transceiver 1302
to also determine a proximity to a cellular, WiFi, Bluetooth.RTM.,
or other wireless access points by sensing techniques such as
utilizing a received signal strength indicator (RSSI) and/or signal
time of arrival (TOA) or time of flight (TOF) measurements. The
controller 1306 can utilize computing technologies such as a
microprocessor, a digital signal processor (DSP), programmable gate
arrays, application specific integrated circuits, and/or a video
processor with associated storage memory such as Flash, ROM, RAM,
SRAM, DRAM or other storage technologies for executing computer
instructions, controlling, and processing data supplied by the
aforementioned components of the communication device 1300.
[0166] Other components not shown in FIG. 13 can be used in one or
more embodiments of the subject disclosure. For instance, the
communication device 1300 can include a reset button (not shown).
The reset button can be used to reset the controller 1306 of the
communication device 1300. In yet another embodiment, the
communication device 1300 can also include a factory default
setting button positioned, for example, below a small hole in a
housing assembly of the communication device 1300 to force the
communication device 1300 to re-establish factory settings. In this
embodiment, a user can use a protruding object such as a pen or
paper clip tip to reach into the hole and depress the default
setting button. The communication device 1300 can also include a
slot for adding or removing an identity module such as a Subscriber
Identity Module (SIM) card. SIM cards can be used for identifying
subscriber services, executing programs, storing subscriber data,
and so forth.
[0167] The communication device 1300 as described herein can
operate with more or less of the circuit components shown in FIG.
13. These variant embodiments can be used in one or more
embodiments of the subject disclosure.
[0168] The communication device 1300 can be adapted to perform the
functions of one or more of the devices of FIGS. 1-5, the media
processor 1006, the media devices 1008, or the portable
communication devices 1016 of FIG. 10, as well as the IMS CDs
1101-1102 and PSTN and/or PLMN (public land mobile network) CDs
1103-1105 of FIG. 11. It will be appreciated that the communication
device 1300 can also represent other devices that can operate in
one or more of the systems of FIGS. 1-5, communication systems
1000-1100 of FIGS. 10-11 such as a gaming console and a media
player. In addition, the controller 1306 can be adapted in various
embodiments to perform the functions 1062-1066 and 1172-1174,
respectively.
[0169] Advanced call center capabilities include, without
limitation, one or more of the following advantages: [0170] Global
calling, e.g., application of Internet routing to provide seamless
over-the-top communications; [0171] Call queueing that applies
logic, e.g., by way of apps and/or expert systems, that can direct
which agent receives which call; [0172] Automation that allows
virtually any application in any language to contribute to the
response, solution and/or decision process; [0173] Simple agent
desktops that can be introduced, updated or otherwise modified
rapidly, without requiring any specialized equipment; [0174]
Automatic call distribution as a service, e.g., providing call
distribution "in the cloud"; [0175] Screen sharing to allow an
agent to see what a client, customer or user is seeing, and vice
versa; [0176] Co-browsing to allow an agent to assist a user in
filling forms, and the like; [0177] Session recording and/or
archiving; [0178] Identity-based call handling that allows
different users to be directed to different agents and/or call
centers as seen fit; [0179] Directed media that provides
personalized announcements per caller; [0180] Messaging that allows
agents to chat with users; [0181] Document sharing that allows
agents/users to review documents, photos, videos, etc., while
engaged in a session; [0182] Voice search allowing agent and/or
user utterances to be converted to text, e.g., to a web search,
while engaged in a session; [0183] Product recognition from an
image, e.g., a photo of a product, a front or back panel, a tag
with the product make/model/serial no., a maintenance reference no.
and the like; [0184] Voice/face identification; [0185] Mood
analysis; [0186] Wireless connection to other devices, systems
and/or instruments, e.g., WiFi, personal area networks, Bluetooth
and the like; [0187] Data rendering, e.g., providing real-time
graphs and/or readouts related to a service session; [0188]
Directory integration; [0189] Presence; [0190] Group calling;
[0191] File transfer; and [0192] Webcasting.
[0193] Upon reviewing the aforementioned embodiments, it would be
evident to an artisan with ordinary skill in the art that said
embodiments can be modified, reduced, or enhanced without departing
from the scope of the claims described below. For example, the
customer care center concept can include processing of any
collaborative general business activities, such as the processing
of insurance claims.
[0194] For example, a policy holder opens a claim form via a
hyperlink, an HTML form provides step-by-step instructions. Data
can be collected at the scene of an accident, e.g., using a mobile
phone or tablet camera, voice recorder and to generally document
damage and/or surrounding circumstances. With the touch of a button
on the mobile device, an insurance agent or specialist is brought
online to advise the policy holder on proper procedures. The agent
can see the scene and speak with the policy holder, the other
driver, witnesses, police, and so on. The agent can add information
to the claim form automatically. The agent can bring a claim
adjuster online to assess the claim, and the adjuster can direct
the policy holder to visualize areas of damage. The adjuster can
record screen shots, video and/or audio to a database. Using the
policy holder's GPS, a nearest tow operator can be located. In some
instances, the tow operator can be associated with or otherwise
bridged or joined into the conversation with the agent and the
policy holder, allowing the policy holder to talk to the tow
operator to receive time estimates, instructions and the like.
[0195] More generally, the customer service center techniques
disclosed herein can be applied to other situations in which a
mobile or remote individual, e.g., a field worker, such as a
construction worker or a social worker, encounters an issue that
requires application of expertise beyond that currently possessed
by the field worker. Other applications can include human services,
such as doctor-patient, or more generally, providing immediate and
highly relevant medical or clinical information to patients,
paramedics, EMTs, police, fire to cope with medical and/or
emergency situations. It is envisioned that other equipment, such
as medical equipment, scientific instrumentation and the like can
be integrated to allow for an immediate and accurate transfer of
information in any circumstance.
[0196] Still other applications can include providing secure
services for emergency communications during disasters, e.g.,
providing coordination among first responders and government
agencies during an emergency. The techniques disclosed herein can
apply to virtually any application that would benefit from
multi-party, bi-directional, real-time audio, text, video and data
streaming, secure or unsecure, with opportunities for recording,
data gathering capabilities and analysis capabilities to improve
resolution and/or responses to current and future situations. Other
embodiments can be used in the subject disclosure.
[0197] It should be understood that devices described in the
exemplary embodiments can be in communication with each other via
various wireless and/or wired methodologies. The methodologies can
be links that are described as coupled, connected and so forth,
which can include unidirectional and/or bidirectional communication
over wireless paths and/or wired paths that utilize one or more of
various protocols or methodologies, where the coupling and/or
connection can be direct (e.g., no intervening processing device)
and/or indirect (e.g., an intermediary processing device such as a
router).
[0198] FIG. 14 depicts an exemplary diagrammatic representation of
a machine in the form of a computer system 1400 within which a set
of instructions, when executed, may cause the machine to perform
any one or more of the methods described above. One or more
instances of the machine can operate, for example, as the customer
care center server 1030, the media processor 1006, the expert
system 106, the knowledge database 128, customer equipment 124, 308
agent equipment 122, 314, 322 the selective forwarding unit 302,
the session controller, 304, the WebRTC platform 408, 502 and/or
and other devices of FIGS. 1-5 and 10-13. In some embodiments, the
machine may be connected, e.g., using a network 1426, to other
machines. In a networked deployment, the machine may operate in the
capacity of a server or a client user machine in a server-client
user network environment, or as a peer machine in a peer-to-peer
(or distributed) network environment.
[0199] The machine may comprise a server computer, a client user
computer, a personal computer (PC), a tablet, a smart phone, a
laptop computer, a desktop computer, a control system, a network
router, switch or bridge, or any machine capable of executing a set
of instructions, sequential or otherwise, that specify actions to
be taken by that machine. It will be understood that a
communication device of the subject disclosure includes broadly any
electronic device that provides voice, video or data communication.
Further, while a single machine is illustrated, the term "machine"
shall also be taken to include any collection of machines that
individually or jointly execute a set (or multiple sets) of
instructions to perform any one or more of the methods discussed
herein.
[0200] The computer system 1400 may include a processor, or
controller, 1402, e.g., a central processing unit (CPU), a graphics
processing unit (GPU), or both, a main memory 1404 and a static
memory 1406, which communicate with each other via a bus 1408. The
computer system 1400 may further include a display unit 1410, e.g.,
a liquid crystal display (LCD), a flat panel, or a solid state
display. The computer system 1400 may include an input device 1412,
e.g., a keyboard, a cursor control device 1414, e.g., a mouse, a
disk drive unit 1416, a signal generation device 1418, e.g., a
speaker or remote control, and a network interface device 1420. In
distributed environments, the embodiments described in the subject
disclosure can be adapted to utilize multiple display units 1410
controlled by two or more computer systems 1400. In this
configuration, presentations described by the subject disclosure
may in part be shown in a first of the display units 1410, while
the remaining portion is presented in a second of the display units
1410.
[0201] The disk drive unit 1416 may include a tangible
computer-readable storage medium 1422 on which is stored one or
more sets of instructions, e.g., software 1424, embodying any one
or more of the methods or functions described herein, including
those methods illustrated above. The instructions 1424 may also
reside, completely or at least partially, within the main memory
1404, the static memory 1406, and/or within the processor 1402
during execution thereof by the computer system 1400. The main
memory 1404 and the processor 1402 also may constitute tangible
computer-readable storage media.
[0202] Dedicated hardware implementations including, but not
limited to, application specific integrated circuits, programmable
logic arrays and other hardware devices can likewise be constructed
to implement the methods described herein. Application specific
integrated circuits and programmable logic array can use
downloadable instructions for executing state machines and/or
circuit configurations to implement embodiments of the subject
disclosure. Applications that may include the apparatus and systems
of various embodiments broadly include a variety of electronic and
computer systems. Some embodiments implement functions in two or
more specific interconnected hardware modules or devices with
related control and data signals communicated between and through
the modules, or as portions of an application-specific integrated
circuit. Thus, the example system is applicable to software,
firmware, and hardware implementations.
[0203] In accordance with various embodiments of the subject
disclosure, the operations or methods described herein are intended
for operation as software programs or instructions running on or
executed by a computer processor or other computing device, and
which may include other forms of instructions manifested as a state
machine implemented with logic components in an application
specific integrated circuit or field programmable gate array.
Furthermore, software implementations (e.g., software programs,
instructions, etc.) including, but not limited to, distributed
processing or component/object distributed processing, parallel
processing, or virtual machine processing can also be constructed
to implement the methods described herein. It is further noted that
a computing device such as a processor, a controller, a state
machine or other suitable device for executing instructions to
perform operations or methods may perform such operations directly
or indirectly by way of one or more intermediate devices directed
by the computing device.
[0204] While the tangible computer-readable storage medium 1422 is
shown in an example embodiment to be a single medium, the term
"tangible computer-readable storage medium" should be taken to
include a single medium or multiple media, e.g., a centralized or
distributed database, and/or associated caches and servers, that
store the one or more sets of instructions. The term "tangible
computer-readable storage medium" shall also be taken to include
any non-transitory medium that is capable of storing or encoding a
set of instructions for execution by the machine and that cause the
machine to perform any one or more of the methods of the subject
disclosure. The term "non-transitory" as in a non-transitory
computer-readable storage includes without limitation memories,
drives, devices and anything tangible but not a signal per se.
[0205] The term "tangible computer-readable storage medium" shall
accordingly be taken to include, but not be limited to: solid-state
memories such as a memory card or other package that houses one or
more read-only (non-volatile) memories, random access memories, or
other re-writable (volatile) memories, a magneto-optical or optical
medium such as a disk or tape, or other tangible media which can be
used to store information. Accordingly, the disclosure is
considered to include any one or more of a tangible
computer-readable storage medium, as listed herein and including
art-recognized equivalents and successor media, in which the
software implementations herein are stored.
[0206] Although the present specification describes components and
functions implemented in the embodiments with reference to
particular standards and protocols, the disclosure is not limited
to such standards and protocols. Each of the standards for Internet
and other packet switched network transmission (e.g., TCP/IP,
UDP/IP, HTML, HTTP) represent examples of the state of the art.
Such standards are from time-to-time superseded by faster or more
efficient equivalents having essentially the same functions.
Wireless standards for device detection (e.g., RFID), short-range
communications (e.g., Bluetooth.RTM., WiFi, Zigbee), and long-range
communications, e.g., WiMAX, GSM, CDMA, LTE, LTE-A can be used by
the computer system 1400. In one or more embodiments, information
regarding use of services can be generated including services being
accessed, media consumption history, user preferences, and so
forth. This information can be obtained by various methods
including user input, detecting types of communications, e.g.,
video content vs. audio content, analysis of content streams, and
so forth. The generating, obtaining and/or monitoring of this
information can be responsive to an authorization provided by the
user.
[0207] The illustrations of embodiments described herein are
intended to provide a general understanding of the structure of
various embodiments, and they are not intended to serve as a
complete description of all the elements and features of apparatus
and systems that might make use of the structures described herein.
Many other embodiments will be apparent to those of skill in the
art upon reviewing the above description. The exemplary embodiments
can include combinations of features and/or steps from multiple
embodiments. Other embodiments may be utilized and derived
therefrom, such that structural and logical substitutions and
changes may be made without departing from the scope of this
disclosure. Figures are also merely representational and may not be
drawn to scale. Certain proportions thereof may be exaggerated,
while others may be minimized. Accordingly, the specification and
drawings are to be regarded in an illustrative rather than a
restrictive sense.
[0208] Although specific embodiments have been illustrated and
described herein, it should be appreciated that any arrangement
which achieves the same or similar purpose may be substituted for
the embodiments described or shown by the subject disclosure. The
subject disclosure is intended to cover any and all adaptations or
variations of various embodiments. Combinations of the above
embodiments, and other embodiments not specifically described
herein, can be used in the subject disclosure. For instance, one or
more features from one or more embodiments can be combined with one
or more features of one or more other embodiments. In one or more
embodiments, features that are positively recited can also be
negatively recited and excluded from the embodiment with or without
replacement by another structural and/or functional feature. The
steps or functions described with respect to the embodiments of the
subject disclosure can be performed in any order. The steps or
functions described with respect to the embodiments of the subject
disclosure can be performed alone or in combination with other
steps or functions of the subject disclosure, as well as from other
embodiments or from other steps that have not been described in the
subject disclosure. Further, more than or less than all of the
features described with respect to an embodiment can also be
utilized.
[0209] Less than all of the steps or functions described with
respect to the exemplary processes or methods can also be performed
in one or more of the exemplary embodiments. Further, the use of
numerical terms to describe a device, component, step or function,
such as first, second, third, and so forth, is not intended to
describe an order or function unless expressly stated so. The use
of the terms first, second, third and so forth, is generally to
distinguish between devices, components, steps or functions unless
expressly stated otherwise. Additionally, one or more devices or
components described with respect to the exemplary embodiments can
facilitate one or more functions, where the facilitating (e.g.,
facilitating access or facilitating establishing a connection) can
include less than every step needed to perform the function or can
include all of the steps needed to perform the function.
[0210] In one or more embodiments, a processor (which can include a
controller or circuit) has been described that performs various
functions. It should be understood that the processor can be
multiple processors, which can include distributed processors or
parallel processors in a single machine or multiple machines. The
processor can be used in supporting a virtual processing
environment. The virtual processing environment may support one or
more virtual machines representing computers, servers, or other
computing devices. In such virtual machines, components such as
microprocessors and storage devices may be virtualized or logically
represented. The processor can include a state machine, application
specific integrated circuit, and/or programmable gate array
including a Field PGA. In one or more embodiments, when a processor
executes instructions to perform "operations", this can include the
processor performing the operations directly and/or facilitating,
directing, or cooperating with another device or component to
perform the operations.
[0211] The Abstract of the Disclosure is provided with the
understanding that it will not be used to interpret or limit the
scope or meaning of the claims. In addition, in the foregoing
Detailed Description, it can be seen that various features are
grouped together in a single embodiment for the purpose of
streamlining the disclosure. This method of disclosure is not to be
interpreted as reflecting an intention that the claimed embodiments
require more features than are expressly recited in each claim.
Rather, as the following claims reflect, inventive subject matter
lies in less than all features of a single disclosed embodiment.
Thus the following claims are hereby incorporated into the Detailed
Description, with each claim standing on its own as a separately
claimed subject matter.
* * * * *