Multi-channel delivery platform

• US 10,009,463 B2
• Filed: 10/10/2016
• Issued: 06/26/2018
• Est. Priority Date: 04/21/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Kumar, Praphul, Mateer, Michael T., Rennyson, David James
• Primary Examiner(s): King, Simon
• Application Number:
  US15/289,910
• Publication Number:
  US 20170118338A1
• Time in Patent Office: 624 Days
• CPC Class Codes: G06F 8/34 Graphical or visual programming
• CPC Class Codes: G06F 9/44 Arrangements for executing specific programs
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 88/06 adapted for operation in multiple networks or having at least two operational modes, e.g. multi-mode terminals

Abstract

A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.

Claims

1. A computer-implemented method, comprising:

receiving, by a processor, a first interaction request via a first communications channel for engaging in a first communication with a user device;

retrieving, by the processor, an interaction flow document in response to the first interaction request, the interaction flow document including instructions for processing interactions over a plurality of different communications channels;

translating, by the processor, the instructions of the retrieved interaction flow document to first instructions compatible with the first communications channel;

executing, by the processor, the first instructions for engaging in communication with the user device over the first communications channel;

receiving, by the processor, a second interaction request via a second communications channel, the second communications channel being different from the first communications channel;

retrieving, by the processor, the interaction flow document in response to the second request;

translating, by the processor, the instructions of the retrieved interaction flow document to second instructions compatible with the second communications channel; and

executing, by the processor, the second instructions for engaging in communication with the user device over the second communications channel.

2. The method of claim 1 further comprising determining, by the processor, at least one of the first or second communications channel based on an identifier included in one of the first or second requests.

3. The method of claim 1, wherein the first or second instructions include information identifying resource requirements associated with respectively the first or second communications channel.

4. The method of claim 3, wherein the first or second request is a request for executing a particular state of the interaction site.

5. The method of claim 3, wherein the instructions of the interaction flow document include XML scripts that correspond to pages of the interaction site.

6. The method of claim 1, wherein the interaction flow document is for controlling interaction between the user device and an interaction site.

7. The method of claim 6, wherein the interaction flow document is for engaging in an interactive voice response (IVR) interaction with a user of the user device, or for engaging in non-voice interaction with a user of the user device.

8. The method of claim 1, wherein the instructions of the interaction flow document are in a first scripting language, and the first instructions are in a second, different scripting language.

9. The method of claim 1, wherein at least one of the first or second communications channels include at least one of a SMS channel, a chat channel,or an email channel.

10. A system comprising:

a processor; and

memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

receive a first interaction request via a first communications channel for engaging in a first communication with a user device;

retrieve an interaction flow document in response to the first interaction request, the interaction flow document including instructions for processing interactions over a plurality of different communications channels;

translate the instructions of the retrieved interaction flow document to first instructions compatible with the first communications channel;

execute the first instructions for engaging in communication with the user device over the first communications channel;

receive a second interaction request via a second communications channel, the second communications channel being different from the first communications channel;

retrieve the interaction flow document in response to the second request;

translate the instructions of the retrieved interaction flow document to second instructions compatible with the second communications channel; and

execute the second instructions for engaging in communication with the user device over the second communications channel.

11. The system of claim 10, wherein the instructions further cause the processor to determine at least one of the first or second communications channel based on an identifier included in one of the first or second requests.

12. The system of claim 10, wherein the first or second instructions include information identifying resource requirements associated with respectively the first or second communications channel.

13. The system of claim 12, wherein the first or second request is a request for executing a particular state of the interaction site.

14. The system of claim 12, wherein the instructions of the interaction flow document include XML scripts that correspond to pages of the interaction site.

15. The system of claim 10, wherein the interaction flow document is for controlling interaction between the user device and an interaction site.

16. The system of claim 15, wherein the interaction flow document is for engaging in an interactive voice response (IVR) interaction with a user of the user device, or for engaging in non-voice interaction with a user of the user device.

17. The system of claim 10, wherein the instructions of the interaction flow document are in a first scripting language, and the first instructions are in a second, different scripting language.

18. The system of claim 10, wherein at least one of the first or second communications channels include at least one of a SMS channel, a chat channel,or an email channel.