System for enabling call center interactive display responses

• US 10,200,535 B2
• Filed: 03/05/2018
• Issued: 02/05/2019
• Est. Priority Date: 07/07/2009
• Status: Active Grant

• Current Assignee: CallVU Ltd.
• Original Assignee: CallVU Ltd.
• Inventors: Rotsztein, Doron, Faran, Ran
• Primary Examiner(s): Trinh, Sonny
• Application Number:
  US15/912,054
• Publication Number:
  US 20180198913A1
• Time in Patent Office: 337 Days
• Field of Search: 455403, 4554121, 4554122, 3792651, 37926511, 37926601, 379 9317, 379 8818, 379 8801
• CPC Class Codes: H04M 2203/251 where a voice mode or a visual mode can be used interchangeably
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/60 Subscription-based services using application servers or record carriers, e.g. SIM application toolkits

Abstract

An interactive display response (IDR) system and a non-transitory computer readable medium. The IDR system includes an interactive display server (IDS), wherein the IDS is configured to: establish a data session with an interactive display application (IDA) installed on a mobile device, wherein the data session is established when a call is placed, via the mobile device, with a call center that is subscribed to provide IDR services; obtain, from the call center, a link to a data to be displayed via the IDA; and send, to the mobile device, the link to the data to be displayed on the mobile device; wherein the IDA is configured to determine whether the call center is subscribed to provide IDR services, wherein the IDA is further configured to send the results of the determination to the IDS.

Claims

1. An interactive display response (IDR) system, comprising:

an interactive display server (IDS), wherein the IDS is configured to;

establish a data session with an interactive display application (IDA) installed on a mobile device, wherein the data session is established when a call is placed, via the mobile device, with a call center that is subscribed to provide IDR services;

obtain, from the call center, a link to a data to be displayed via the IDA; and

send, to the mobile device, the link to the data to be displayed on the mobile device;

wherein the IDA is configured to determine whether the call center is subscribed to provide IDR services, wherein the IDA is further configured to send the results of the determination to the IDS.

2. The IDR system of claim 1, wherein the IDS is further configured to:

obtain, from the call center, display parameters;

translate the obtained display parameters; and

cause, based on the translated display parameters and the obtained link, generation of a display on the mobile device.

3. The IDR system of claim 1, further comprising:

a unified display response (UDR) engine configured to generate at least one unified graphical display based on the obtained data, wherein the IDS is further configured to;

obtain, from the UDR engine, the at least one unified graphical display; and

send, to the mobile device, the obtained at least one unified graphical display.

4. The IDR system of claim 3, wherein the UDR engine is further configured to:

obtain, from at least one data source, graphical display data, wherein the at least one unified graphical display is generated further based on the obtained graphical display data.

5. The IDR system of claim 1, wherein the IDS is further configured to:

receive at least one user input in response to the sent at least one unified graphical display;

obtain, from the call center, additional data to be displayed on the mobile device based on the received at least one user input; and

send, to the mobile device, the obtained additional data to be displayed on the mobile device.

6. The IDR system of claim 1, wherein whether the call center is subscribed to provide IDR services is determined based on a phone number of the placed call.

7. The IDR system of claim 1, wherein the IDS is further configured to:

cause, via the IDA, opening of an application program on the mobile device, wherein a page within the application program is determined based on the obtained link.

8. The IDR system of claim 7, wherein the data to be displayed via the IDA includes a screen of the application program.

9. A non-transitory computer readable medium having stored thereon instructions for causing one or more processing units to execute a method, the method comprising:

establishing, via an interactive display server (IDS), a data session with an interactive display application (IDA) installed on a mobile device, wherein the data session is established when a call is placed, via the mobile device, with a call center that is subscribed to provide interactive display response services;

obtaining, from the call center, a line to data to be displayed via the IDA; and

sending, to the mobile device, the obtained link to the data to be displayed on the mobile device;

wherein the IDA is configured to determine whether the call center is subscribed to provide IDR services, wherein the IDA is further configured to send the results of the determination to the IDS.