U.S. patent application number 16/940861 was filed with the patent office on 2021-03-18 for graphical interactive visual response system and method.
The applicant listed for this patent is Asurion, LLC. Invention is credited to Haifeng BI, Xiaolian BI.
Application Number | 20210084139 16/940861 |
Document ID | / |
Family ID | 1000005239941 |
Filed Date | 2021-03-18 |
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United States Patent
Application |
20210084139 |
Kind Code |
A1 |
BI; Haifeng ; et
al. |
March 18, 2021 |
GRAPHICAL INTERACTIVE VISUAL RESPONSE SYSTEM AND METHOD
Abstract
A communications system and method is provided for facilitating
access to a service center resource. A request is received from a
mobile device of a user to access a service center associated with
a destination specific application on the mobile device. The
request includes information entered by the user and associated
with the request. An identification of a service center resource of
the service center that matches needs of the user based upon the
information entered by the user and a determination of an
availability of the service center resource is made. A first
communication is launched to a communications address associated
with the mobile device and a second communication is launched to a
communications address associated with the service center resource.
The first communication and the second communication are
bridged.
Inventors: |
BI; Haifeng; (San Antonio,
TX) ; BI; Xiaolian; (San Antonio, TX) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Asurion, LLC |
Nashville |
TN |
US |
|
|
Family ID: |
1000005239941 |
Appl. No.: |
16/940861 |
Filed: |
July 28, 2020 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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15784284 |
Oct 16, 2017 |
10728376 |
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16940861 |
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|
14336042 |
Jul 21, 2014 |
9794390 |
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15784284 |
|
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|
13205942 |
Aug 9, 2011 |
8825762 |
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14336042 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04L 67/36 20130101;
G06F 3/04842 20130101; G06Q 30/0281 20130101; H04W 72/04 20130101;
H04M 3/493 20130101; H04M 1/72403 20210101; G06F 3/0482 20130101;
H04L 67/141 20130101; G06F 3/04817 20130101 |
International
Class: |
H04M 1/725 20060101
H04M001/725; H04L 29/08 20060101 H04L029/08; G06Q 30/02 20060101
G06Q030/02; G06F 3/0481 20060101 G06F003/0481; G06F 3/0482 20060101
G06F003/0482; G06F 3/0484 20060101 G06F003/0484; H04M 3/493
20060101 H04M003/493; H04W 72/04 20060101 H04W072/04 |
Claims
1. A method of facilitating access to a service center resource,
comprising: receiving a request from a mobile device of a user to
access a service center associated with a destination specific
application on the mobile device, the request including information
entered by the user and associated with the request; identifying,
with a processor, a service center resource of the service center
that matches needs of the user based upon the information entered
by the user; determining an availability of the service center
resource; sending status information to the mobile device;
launching a first communication to a communications address
associated with the mobile device; launching a second communication
to a communications address associated with the service center
resource; and bridging the first communication and the second
communication, wherein a connection is established between the
communications address associated with the mobile device and the
communications address associated with the service center
resource.
2. The method of claim 1, further comprising queueing the request
and waiting for an available service center resource when it is
determined that an identified service center resource is
unavailable.
3. The method of claim 1, wherein the status information includes
an approximate wait time as to an availability of an unavailable
service center resource.
4. The method of claim 1, wherein the determining the availability
of the service center resource comprises repeatedly checking the
availability of the service center resource.
5. The method of claim 1, wherein the information entered by the
user includes a response to a menu of possible selections.
6. The method of claim 1, wherein the receiving the request is
initiated in response to a selection of a graphical user interface
icon associated with the service center.
7. The method of claim 1, wherein the receiving the request is
initiated in response to a selection of a graphical user interface
icon associated with the destination specific application installed
on the mobile device.
8. The method of claim 1, further comprising receiving a selection
from the user associated with a handling of the request when the
service center resource is unavailable.
9. The method of claim 1, further comprising receiving the request
in a language selected by the user.
10. The method of claim 1, further comprising sending a message to
the mobile device that a communication to the service center
resource is being established.
11. A tangible computer readable storage medium encoded with an
executable computer program that facilitates access to a service
center resource and that, when executed by a processor, causes the
processor to perform operations comprising: receiving a request
from a mobile device of a user to access a service center
associated with a destination specific application on the mobile
device, the request including information entered by the user and
associated with the request; identifying a service center resource
of the service center that matches needs of the user based upon the
information entered by the user; determining an availability of the
service center resource; sending status information to the mobile
device; launching a first communication to a communications address
associated with the mobile device; launching a second communication
to a communications address associated with the service center
resource; and bridging the first communication and the second
communication, wherein a connection is established between the
communications address associated with the mobile device and the
communications address associated with the service center
resource.
12. The tangible computer readable storage medium of claim 11,
further comprising queueing the request and waiting for an
available service center resource when it is determined that an
identified service center resource is unavailable.
13. The tangible computer readable storage medium of claim 11,
wherein the status information includes an approximate wait time as
to an availability of an unavailable service center resource.
14. The tangible computer readable storage medium of claim 11,
wherein the determining the availability of the service center
resource comprises repeatedly checking the availability of the
service center resource.
15. The tangible computer readable storage medium of claim 11,
wherein the information entered by the user includes a response to
a menu of possible selections.
16. The tangible computer readable storage medium of claim 11,
wherein the receiving the request is initiated in response to a
selection of a graphical user interface icon associated with the
service center.
17. The tangible computer readable storage medium of claim 11,
wherein the receiving the request is initiated in response to a
selection of a graphical user interface icon associated with the
destination specific application installed on the mobile
device.
18. The tangible computer readable storage medium of claim 11,
further comprising receiving a selection from the user associated
with a handling of the request when the service center resource is
unavailable.
19. The tangible computer readable storage medium of claim 11,
further comprising receiving the request in a language selected by
the user.
20. A computer comprising: a memory that stores executable
instructions; a processor that executes the executable
instructions; wherein the computer receives a request from a mobile
device of a user to access a service center associated with a
destination specific application on the mobile device, the request
including information entered by the user and associated with the
request, identifies a service center resource of the service center
that matches needs of the user based upon the information entered
by the user, determines an availability of the service center
resource, sends status information to the mobile device, launches a
first communication to a communications address associated with the
mobile device, launches a second communication to a communications
address associated with the resource, and bridges the first
communication and the second communication, wherein a connection is
established between the communications address associated with the
mobile device and the communications address associated with the
service center resource.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of pending U.S. patent
application Ser. No. 15/784,284 entitled, filed Oct. 16, 2017,
which is a continuation of U.S. patent application Ser. No.
14/336,042, filed on Jul. 21, 2014, now U.S. Pat. No. 9,794,390,
issued on Oct. 17, 2017, which is a continuation of Ser. No.
13/205,942, filed Aug. 9, 2011, now U.S. Pat. No. 8,825,762, issued
Sep. 2, 2014, the contents of which are expressly incorporated
herein by reference in their entireties.
BACKGROUND
1. Field of the Disclosure
[0002] The present disclosure relates to the field of interactive
visual response systems and methods. More particularly, the present
disclosure relates to a graphical user interface to provide an
interactive visual response system and method. The present
invention relates generally to computer telephony, and more
particularly to a graphical interactive visual response system
using a network server in a telecommunications network.
2. Background Information
[0003] Interactive Voice Response (IVR) is a technology that allows
a computer to interact with humans through the use of voice and
keypad inputs. in telecommunications, IVR allows customers to
interact with a company's database via a telephone keypad or by
speech recognition, after which they can service their own
inquiries by following the IVR dialogue. IVR systems can respond
with prerecorded or dynamically generated audio to further direct
users on how to proceed. IVR applications can be used to control
almost any function where the interface can be broken down into a
series of simple interactions. IVR systems deployed in the network
are sized to handle large call volumes.
[0004] Typically, an IVR system uses an embedded software
application and has been in commercial use for decades. For
example, banks often use an IVR system to allow customers to
perform fiscal transactions such as updating the bank account using
a telephone or Internet connection, Large businesses routinely use
IVR systems in call centers to route incoming calls. Often in a
call center IVR system, to resolve a product issue, a customer
dials a customer care telephone number and enters a sequence of
touch-tone keypad inputs. After obtaining relevant information
regarding the issue, call center IVR system either presents an
issue resolution, logs the issue for further investigation, and/or
routes the customer to a relevant representative. Additionally, IVR
systems may also be used for businesses, such as movie theatres,
for selective information lookup such as finding movie schedules,
theater locations etc.
[0005] FIG. 1 shows an exemplary network including an IVR system
and a controller. The network 100 illustrates that a caller 101
communicates through a communications network 102. The caller 101
is connected to the IVR system 103, which interacts with the
controller 104. The various functions of the intelligent
interactive voice system may be performed by the IVR system 103, by
the controller 104, or by a combination of the IVR system 103 and
the controller 104 working together. Additionally, the caller may
communicate using any one of many types of calling devices and
communications networks 102. These devices may include a land-line
telephone, a wireless phone, a personal digital assistant, VoIP,
etc.
[0006] There are, however, a number of shortcomings associated with
conventional IVR systems. As its name suggests, it is "voice"
based. Therefore, menu selections appearing at the end of a menu
require a user to listen through all other menu choices before
reaching his selection. Additionally, while a user navigates
through the IVR menu, or waits in the queue for speaking to a
service representative, the call is in progress and any applicable
charges apply. Mobile phone users are especially concerned where
valuable mobile minutes are consumed while navigating through the
IVR or waiting in the queue. Finally, the IVR menu system or the
long waiting time frustrates the user who eventually loses patience
and drops the call in dissatisfaction.
[0007] With the wide spread use of smartphones and computers that
support graphical user interfaces (GUIs), many of the
aforementioned shortcomings of traditional voice-based IVR may be
overcome using a visual based graphical menu system.
BRIEF DESCRIPTION OF THE DRAWINGS
[0008] FIG. 1 shows an exemplary network including an IVR system
and a controller.
[0009] FIG. 2 is an illustrative embodiment of a general computer
system, on which the graphical interactive visual response system
and method can be implemented.
[0010] FIG. 3 is an illustrative embodiment of a graphical user
interface (GUI) with an application icon in accordance with an
embodiment of the invention.
[0011] FIG. 4 is an exemplary diagram of a welcome screen in
accordance with the instant invention.
[0012] FIG. 5 illustrates an exemplary flow diagram of successive
screen selections. The exemplary screen selections guide the user
through the IVR choices, and ultimately establish the call to a
service representative.
[0013] FIG. 6A illustrates an exemplary embodiment of the system in
accordance with the invention.
[0014] FIG. 6B illustrates and exemplary embodiment of a client on
a user device in accordance with the invention.
[0015] FIG. 6C illustrates an exemplary network server that is used
in accordance with one embodiment of the instant invention.
[0016] FIG. 6D is an exemplary flow diagram of an exchange of
information between a user device and a customer service location
and representative in accordance with an embodiment of the
invention.
[0017] FIG. 7A shows an exemplary icon displayed on a screen for
activating an application.
[0018] FIG. 7B shows an exemplary screen similar to FIG. 4 that has
been modified for a specific representative/agent.
[0019] FIG. 8 illustrates an exemplary flow diagram of successive
screen selections in the embodiment associated with FIGS. 7A and
7B.
DETAILED DESCRIPTION
[0020] In view of the foregoing, the present disclosure, through
one or more of its various aspects, embodiments and/or specific
features or sub-components, is thus intended to bring out one or
more of the advantages as specifically noted below.
[0021] In one embodiment, a graphical interactive visual response
system includes an application residing on a first end user device
allowing the first end user to initiate a communication using a
graphical user interface, the graphical user interface providing a
menu of interactively selectable options; and a network server
managing the initiated communication by the first end user to
establish the communication based on information received from the
first end user device as a result of the interactively selectable
options.
[0022] In one aspect, the system further includes a second end user
selected by the network server based upon the information received
from the first end user device, wherein the network server
determines availability of a second end user located at the second
end user and establishes the communication between the second end
user and the first end user device when the second end user is
available.
[0023] In another aspect of the system, when the second end user is
unavailable, the network server collects status information for
display on the first end user device and queues the communication
requested.
[0024] In still another aspect of the system, the selection of menu
options on the first end user device enables the first end user to
navigate through the graphical interactive visual response system
and connect to the second end user based on the selections, wherein
the connection occurs upon availability of the second end user,
[0025] In yet another aspect of the system, the first end user's
device is one of a telephone, a mobile device and a personal
computer and selections made on the first end user's device are
transmitted to the network server via the device's data
connection.
[0026] In another exemplary embodiment, there is an interactive
visual response method including initiating an application residing
on a first end user device allowing a communication using a
graphical user interface, the graphical user interface providing a
menu of interactively selectable options; and managing the
initiated communication by the first end user via a network server
to establish the communication based on information received from
the first end user device as a result of the interactively
selectable options.
[0027] In yet another exemplary embodiment, there is a
non-transitory computer readable medium storing an executable
program for providing information, the executable program, when
executed by a processor, including initiating an application
residing on a first end user device allowing a communication using
a graphical user interface, the graphical user interface providing
a menu of interactively selectable options; and managing the
initiated communication by the first end user via a network server
to establish the communication based on information received from
the first end user device as a result of the interactively
selectable options.
[0028] FIG. 2 is an illustrative embodiment of a general computer
system, on which the graphical interactive visual response system
and method can be implemented, which is shown and is designated
200. The computer system 200 can include a set of instructions that
can be executed to cause the computer system 200 to perform any one
or more of the methods or computer based functions disclosed
herein. The computer system 200 may operate as a standalone device
or may be connected, for example, using a network 226, to other
computer systems or peripheral devices.
[0029] In a networked deployment, the computer system may operate
in the capacity of a server or as a client user computer in a
server-client user network environment, or as a peer computer
system in a peer-to-peer (or distributed) network environment. The
computer system 200 can also be implemented as or incorporated into
various devices, such as a personal computer (PC), a tablet PC, a
set-top box (STB), a personal digital assistant (PDA), a mobile
device, a global, positioning satellite (GPS) device, a palmtop
computer, a laptop computer, a desktop computer, a communications
device, a wireless telephone, a land-line telephone, a control
system, a camera, a scanner, a facsimile machine, a printer, a
pager, a web appliance, a network router, switch or bridge, or any
other machine capable of executing a set of instructions
(sequential or otherwise) that specify actions to be taken by that
machine. In a particular embodiment, the computer system 200 can be
implemented using electronic devices that provide voice, video or
data communication. Further, while a single computer system 200 is
illustrated, the term "system" shall also be taken to include any
collection of systems or sub-systems that individually or jointly
execute a set, or multiple sets, of instructions to perform one or
more computer functions,
[0030] As illustrated in FIG. 2, the computer system 200 may
include a processor 202, for example, a central processing unit
(CPU), a graphics processing unit (GPU), or both. Moreover, the
computer system 200 can include a main memory 204 and a static
memory 206 that can communicate with each other via a bus 208. As
shown, the computer system 202 may further include a video display
unit 210, such as a liquid crystal display (LCD), an organic light
emitting diode (OLED), a flat panel display, a solid state display,
or a cathode ray tube (CRT). Additionally, the computer system 200
may include an input device 212, such as a keyboard, and a cursor
control device 214, such as a mouse. The computer system 200 can
also include a disk drive unit 216, a signal generation device 218,
such as a speaker or remote control, and a network interface device
220.
[0031] In a particular embodiment, as depicted in FIG. 2, the disk
drive unit 216 may include a computer-readable medium 222 in which
one or more sets of instructions 224, e.g. software, can be
embedded. A computer-readable medium 222 is a tangible article of
manufacture, from which sets of instructions 224 can be read.
Further, the instructions 224 may embody one or more of the methods
or logic as described herein. In a particular embodiment, the
instructions 224 may reside completely, or at least partially,
within the main memory 204, the static memory 206, and/or within
the processor 202 during execution by the computer system 200. The
main memory 204 and the processor 202 also may include
computer-readable media.
[0032] In an alternative embodiment, dedicated hardware
implementations, such as application specific integrated circuits,
programmable logic arrays and other hardware devices, can be
constructed to implement one or more of the methods described
herein. Applications that may include the apparatus and systems of
various embodiments can broadly include a variety of electronic and
computer systems. One or more embodiments described herein may
implement functions using two or more specific interconnected
hardware modules or devices with related control and data signals
that can be communicated between and through the modules, or as
portions of an application-specific integrated circuit.
Accordingly, the present system encompasses software, firmware, and
hardware implementations.
[0033] In accordance with various embodiments of the present
disclosure, the methods described herein may be implemented by
software programs executable by a computer system. Further, in an
exemplary, non-limited embodiment, implementations can include
distributed processing, component/object distributed processing,
and parallel processing. Alternatively, virtual computer system
processing can be constructed to implement one or more of the
methods or functionality as described herein.
[0034] The present disclosure contemplates a computer-readable
medium 222 that includes instructions 224 or receives and executes
instructions 224 responsive to a propagated signal, so that a
device connected to a network 226 can communicate voice, video or
data over the network 126. Further, the instructions 224 may be
transmitted or received over the network 226 via the network
interface device 220.
[0035] FIG. 3 is an illustrative embodiment of a graphical user
interface (GUI) with an application icon in accordance with an
embodiment of the invention. Use and operation of the graphical IVR
interface is described using an example, in this case a user
calling a called party facility (a called party facility refers to
any end user, such as an individual or machine, entity or location
for which a call may be received or placed, such as a customer
service department, a call center, or any other type of service to
receive and place calls as readily understood) of a business to
report a problem. More specifically in this example, a customer
using a mobile device 5 (such as a smartphone) calls a customer
service representative at a business to report a problem with his
TV service. Although the example shows the graphical IVR interface
on a mobile phone, it is not limited to such a device. Other
devices, such as PDAs, computers, televisions or any other device
capable of providing an interface (graphical or otherwise) may be
used, as readily understood by the skilled artisan.
[0036] In this example, an application ("app") labeled "Call XYZ,"
which has been downloaded to the mobile phone, is circled and
labeled APP. It is appreciated that although an app is being used
in this example, the invention is not limited to such an embodiment
as readily appreciated by the skilled artisan. In addition to the
app, a network element or server (also referred to herein as the
"IVR app server") is installed in the business' call center (or at
a location remote from the call center) to carry out data
communication with the user's mobile device and to establish calls
between users and service representatives, and is discussed in more
detail below. When the user wishes to call company XYZ to report a
problem with his TV service, he initiates a call to XYZ by
selecting the "Call XYZ" app on his mobile device 5. Selection can
be made, for example, by touching the screen, using voice commands,
pressing a button or function, or any other way known in the art.
Upon initiation of the call, the interface will request the user to
select an appropriate language, as depicted in FIG. 4. FIG. 4 is an
exemplary diagram of a welcome screen in accordance with the
instant invention. It is appreciated that FIG. 4 is merely
exemplary in nature and not limited to such an embodiment.
Moreover, additional language may be provided beyond English and
Spanish.
[0037] If selection "1. For English" is made, subsequent screen
selections will then be shown in English. FIG. 5 illustrates an
exemplary flow diagram of successive screen selections. The
exemplary screen selections guide the user through the IVR options,
and ultimately establish the call to a service representative. A
discussion of the flow of the screen shots is discussed below. In
this example, since the user is calling to report a problem with
his TV service, the user selects "Report Problem" on screen (A),
followed by "TV" on screen (B). The selections are transmitted to
the IVR app server (discussed further below) by the user's mobile
device via the mobile device's data connection (or any other
connection established by the mobile device). The information
transmitted to the IVR app server allows the business to ascertain
information from the user to best direct the user to the
appropriate department and representative or agent for handling the
matter in connection with the information. In this case, since the
user is requesting assistance with TV, the user will be directed to
the customer service department that handles TV service
problems.
[0038] Screen (C) of FIG. S displays a prompt to the user to enter
a phone number that a service representative may call, or
alternatively select the phone number of the mobile device which
has been auto-populated by the app. In this example, the user
indicates that calls should be received on his mobile device. The
user therefore selects "OK" at the bottom right of the screen to
proceed. This causes the IVR app server to attempt to establish a
call between the user and a service representative in the
department that handles TV problems. Screen (D) of FIG. 5 displays
the status of the call as it is being established. In this
exemplary flow diagram, the NR app server detects that all service
representatives are busy, and queues the user's request. The user
is informed on his mobile device that the approximate wait time for
a service representative to become available. During the waiting
period (e.g. 2 minutes), although the user is placed in a queue to
be called, a call is not established between the user and the
service representative. Since a call is not established (i.e. the
user does not wait on the call for the representative to answer),
there is no dilution of mobile minutes for the user's account
corresponding to the mobile device. Of course, it is appreciated
that a connection to one end of the call may be established prior
to establishing the connection between parties, if desired. When a
service representative becomes available, the IVR app server rings
the service representative as well as the user's mobile device.
After the calls are answered, the IVR app server bridges the two
calls and a connection is now established between the user and the
customer service representative who handles TV service problems.
Naturally, the connection can be made at any time to any one side,
and need not wait for both the user and representative to
answer.
[0039] FIG. 6A illustrates an exemplary embodiment of the system in
accordance with the invention. The system includes, for example, an
IVR app server 300, a requesting device of a first end user (e.g.
user or caller) 302 and a second end user (e.g. customer service
representative or callee) 304. The app, as previously explained, is
installed on the user's mobile device 302 (or any other compatible
device being used by the user) and an IVR app server 300 is
installed at the business' call center (or at a remote location).
By selection of the APP (shown in FIG. 3) on the mobile device 302,
the user initiates calls to the customer service location (and
representative) 304 by first launching the app on the mobile device
302, which through a set of successive menus collects and sends the
user inputs and selections to the IVR app server 300 via the mobile
device's data connection (the transmission of information is not
limited only to the data connection per se, and could also be sent
using any other type of connection). Once the IVR app server 300
has collected sufficient information, it locates a customer service
location and representative 304 that matches or best matches
requirements set forth in the acquired information. If the matched
customer service location and representatives 304 are unavailable
or busy, the IVR app server 300 queues the user's request and waits
for the next available representative. During this waiting time, a
connection (i.e. call) is not established between the user and
customer representative 304. This provides freedom to the user to
conduct other business will waiting for the customer
representative, and does not use or waste any minutes associated
with the mobile device 302. Of course, it is appreciated that a
call may be established to one end of the call at any time during
the wait period, if desired. When a customer representative 304
becomes available, the IVR app server 300 launches two calls, one
to the user mobile device 302, and one to the customer service
representative 304. After each call is answered, the IVR app server
300 bridges the two calls and a connection is established between
the user and the appropriate service representative. It is
appreciated that this is one exemplary embodiment in which a
connection may be established. The IVR app server 300 may establish
each call individually, simultaneously or in any other order or
manner understood by the skilled artisan.
[0040] FIG. 6B illustrates and exemplary embodiment of a client
(app) on a user device in accordance with the invention. As
explained, the user client 306 can be an application downloaded on
a mobile device or a widget (i.e. a downloaded executable file) on
a computer or any other similar device. The user client 306 may be
developed specifically for use by individual businesses such as a
bank, a credit card company, a car dealership, etc., and provided
to their customers as alternatives to voice based-only IVRs that
would normally greet their customers' phone calls. The design and
implementation of the user client 306 can vary from one to the
other. In general, a user client 306 includes, but is not limited
to, three primary functions: presenting navigation menus to the
user 306A; collecting user input 306B; and communicating with
network server 306C.
[0041] FIG. 6C illustrates an exemplary network server that is used
in accordance with one embodiment of the instant invention. The
network element or server 308. is, for example, a special purpose
computer that may be owned and/or operated either by the individual
business or a communications service provider which provides the
graphical IVR as a hosted service to customers. The network server
308 functions to connect the user mobile device 302 to an
appropriate representative 304 within the business, similar to a
traditional voice based IVR system. The composition of the network
server 308 and its functional sub-blocks include, for example,
determining a best match for internal resources 308A, determining
internal resource availability 308B, establishment of calls between
customer and representative (agent) 308C and updating communication
status 308D.
[0042] As depicted in FIG. 6C, the network server 308 communicates
with the user client over a network, such as the Internet,
telephone network or any other type of network, and based on the
input provided by the client, matches or best matches the customer
request to the appropriate resource (such as technical support
personnel). The network server 308 then checks the availability of
the identified resource (for example, is the customer
representative in technical support currently available?), and
attempts to launch calls to both the customer and the customer
service location and representative (for example, in the technical
support department). The network server 308 also provides update
information to the user's mobile device that includes status
information during the process (for example, informing the customer
with an approximate wait time), checks the availability of internal
resources, and extends calls to the agents.
[0043] In this system, media in the connection between the customer
(user's mobile device) and the agent (customer service location and
representative) preferably does not go through the network server
308. Once the call is established, a direct media path is set up
between the customer and the agent that does not traverse through
the network server 308
[0044] FIG. 6D is an exemplary flow diagram of an exchange of
information between a user device and a customer service
representative in accordance with an embodiment of the invention.
The exchange of information includes, for example, a sequence of
actions and interactions between a first end user (e.g. a user
client) 302 and the network server 308 during a call attempt by a
first end user (e.g. the customer) to a second end user (e.g.
representative in the customer service location) 304. Data flow
between the user client 302 and network server 308 is now
described. In step 5100, a customer activates the user client on
the mobile device 302. For example, the user selects the "AT&T"
app residing on their mobile device 302. The customer then steps
through a menu (for example, as explained with reference to FIG. 5)
and selects appropriate options at step S105. The customer
selection is received on the network server 300, which determines a
customer representative based on the customer selection (and/or any
additional information supplied) at 5130. For example, the customer
may select "Report a Problem" for "TV" in the menu options. Based
on the selections and availability of the customer representative,
status information is collected and sent to the user client on the
mobile device 302 in step 8135. Here, the status information is
displayed on the mobile device 302. At S140, the network server
determines whether the selected representative is available. If
not, the process returns to 5135 to collect updated status
information. If, on the other hand, the representative is
available, then the representative 304 and customer 302 are
connected in 5145. At any time, the customer may terminate the user
client connection at S115 by exiting or otherwise terminating the
client. If the customer has not terminated the user client, then
the mobile device 302 waits for a connection to be made by the
network server 300 to the representative 304. If, on the other
hand, the customer terminates the user client, the user client ends
at S120.
[0045] Operation of the graphical IVR is now described with
reference to another exemplary embodiment. FIG. 7A shows an
exemplary icon displayed on a screen for activating an application.
In this example, the customer uses the graphical IVR on a computer,
such as a personal computer or tablet, instead of a mobile device,
such as a smartphone, to call a service representative of a
business, such as car dealership. As shown in FIG. 7A, an app
called "Hometown Car Dealer" has been made available (in this
example, by the dealer) and installed on the customer computer 401
(in this example, by the customer downloading the app onto his
computer). Additionally, as illustrated in FIG. 6A, the dealer has
integrated its operations with the network server 300 such that it
may connect with the customers. When a customer wishes to contact a
representative at the car dealer, the installed app is launched on
the customer's computer. Launching the app results, for example, in
display of the first screen 403 as illustrated in FIG. 7B. FIG. 7B
shows an exemplary screen similar to FIG. 4 that has been modified
for a specific representative (in this case, for a car dealer). In
the case where the customer selects "English," subsequent screens
are displayed in English.
[0046] FIG. 8 illustrates an exemplary flow diagram of successive
screen selections in the embodiment associated with FIGS. 7A and
7B. The successive screens displayed on the computer guide the
customer through selections and launch a connection to the
representative of the dealer. In this example, on screen (A) the
customer opts to select "call by name." On screen (B), the customer
selects "Mario." On screen (C), the customer is prompted to enter a
phone number for accepting the call (connection). In some cases,
the computer may have a phone number associated therewith. In other
cases, a phone number may not be associated with the computer,
requiring the customer to provide a phone number(s) (which can be
stored by the app for future use, for example). On screen (D), the
IVR app server (network server) 300 attempts to connect the
customer to Mario. However, in this example, Mario's line is busy
and the customer is asked to hold. While waiting for Mario, the
customer is provided with several options: (1) choose to leave
Mario a message by pressing "Go To Voice Mail"; (2) tell the IVR
app server to abandon the call attempt by pressing "Disconnect";
(3) hold and wait for Mario to become available. It is appreciated
that the invention is not limited to these three options, which are
exemplary in nature. If the customer decides to hold, the IVR app
server launches two calls, one to the customer at the indicated
phone number, and one to Mario at the dealer. After both answer
their calls, the IVR app server bridges the two calls and a
connection is established between the customer and agent (Mario).
It is appreciated that during the hold/wait period, the customer
does not need to remain on the computer or phone while waiting for
the representative to become available. Rather, when the
representative becomes available, the IVR app server calls the
customer for connection to the representative, thereby saving time
and not introducing any costs associated with a customer
device.
[0047] In another embodiment, instead of the car dealer owning and
operating the IVR app server 300, the car dealer may obtain such
capability from a communications service provider which owns and
operates the IVR app server and provides such capability as a
hosted service to businesses to handle their customer calls.
[0048] With the graphical IVR of the invention, a user may navigate
a phone menu system on a GUI based communication device, such as a
smartphone or a computer in a visual manner. This is accomplished
using, for example, an app installed on the user GUI device (such
as the smartphone and computer), and an IVR app server (network
server) that gathers the user input and establishes a
connection.
[0049] A graphics-based menu design helps users navigate through
selections more effectively compared to traditional voice or button
navigation. Since the system is visual (graphical) as opposed to
voice or button based, the menu selection is faster and more
efficient for the user than the traditional voice based IVR. Users
do not have to listen through all of the options in a serial manner
as necessary with a traditional voice based IVR. With a graphical
IVR, users can make menu selections quickly by selection of options
through the various menus.
[0050] The graphical IVR provides a more user-friendly calling
experience to customers and helps to increase call success rate and
ultimately improve customer satisfaction.
[0051] Accordingly, the present invention enables a customer to use
an IVR by way of a graphical interface such that a connection is
established between parties (e.g. customer and agent) when they
become available. This prevents the long holding time customers
often experience dialing into IVR systems in order to find an
appropriate representative.
[0052] Although the invention has been described with reference to
several exemplary embodiments, it is understood that the words that
have been used are words of description and illustration, rather
than words of limitation. Changes may be made within the purview of
the appended claims, as presently stated and as amended, without
departing from the scope and spirit of the invention in its
aspects. Although the invention has been described with reference
to particular means, materials and embodiments, the invention is
not intended to be limited to the particulars disclosed; rather the
invention extends to all functionally equivalent structures,
methods, and uses such as are within the scope of the appended
claims.
[0053] While the computer-readable medium is shown to be a single
medium, the term "computer-readable medium" includes a single
medium or multiple media, such as a centralized or distributed
database, and/or associated caches and servers that store one or
more sets of instructions. The term "computer-readable medium"
shall also include any medium that is capable of storing, encoding
or carrying a set of instructions for execution by a processor or
that cause a computer system to perform any one or more of the
methods or operations disclosed herein.
[0054] In a particular non-limiting, exemplary embodiment, the
computer-readable medium can include a solid-state memory such as a
memory card or other package that houses one or more non-volatile
read-only memories. Further, the computer-readable medium can be a
random access memory or other volatile re-writable memory.
Additionally, the computer-readable medium can include a
magneto-optical or optical medium, such as a disk or tapes or other
storage device to capture carrier wave signals such as a signal
communicated over a transmission medium. Accordingly, the
disclosure is considered to include any computer-readable medium or
other equivalents and successor media, in which data or
instructions may be stored,
[0055] Although the present specification describes components and
functions that may be implemented in particular embodiments with
reference to particular standards and protocols, the disclosure is
not limited to such standards and protocols. For example, standards
for Internet and other packed switched network transmission
represent examples of the state of the art. Such standards are
periodically superseded by faster or more efficient equivalents
having essentially the same functions. Accordingly, replacement
standards and protocols having the same or similar functions are
considered equivalents thereof.
[0056] The illustrations of the embodiments described herein are
intended to provide a general understanding of the structure of the
various embodiments. The illustrations are not intended to serve as
a complete description of all of the elements and features of
apparatus and systems that utilize the structures or methods
described herein. Many other embodiments may be apparent to those
of skill in the art upon reviewing the disclosure. Other
embodiments may be utilized and derived from the disclosure, such
that structural and logical substitutions and changes may be made
without departing from the scope of the disclosure. Additionally,
the illustrations are merely representational and may not be drawn
to scale. Certain proportions within the illustrations may be
exaggerated, while other proportions may be minimized. Accordingly,
the disclosure and the figures are to be regarded as illustrative
rather than restrictive.
[0057] One or more embodiments of the disclosure may be referred to
herein, individually and/or collectively, by the term "invention"
merely for convenience and without intending to voluntarily limit
the scope of this application to any particular invention or
inventive concept. Moreover, although specific embodiments have
been illustrated and described herein, it should be appreciated
that any subsequent arrangement designed to achieve the same or
similar purpose may be substituted for the specific embodiments
shown. This disclosure is intended to cover any and all subsequent
adaptations or variations of various embodiments. Combinations of
the above embodiments, and other embodiments not specifically
described herein, will be apparent to those of skill in the art
upon reviewing the description.
[0058] The Abstract of the Disclosure is provided to comply with 37
C.F.R. .sctn. 1.72(b) and is submitted 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,
various features may be grouped together or described in a single
embodiment for the purpose of streamlining the disclosure. This
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 may be directed to less than all of the
features of any of the disclosed embodiments. Thus, the following
claims are incorporated into the Detailed Description, with each
claim standing on its own as defining separately claimed subject
matter.
[0059] The above disclosed subject matter is to be considered
illustrative, and not restrictive, and the appended claims are
intended to cover all such modifications, enhancements, and other
embodiments which fall within the true spirit and scope of the
present disclosure. Thus, to the maximum extent allowed by law, the
scope of the present disclosure is to be determined by the broadest
permissible interpretation of the following claims and their
equivalents, and shall not be restricted or limited by the
foregoing Detailed Description.
* * * * *