Contextual web session and IVR integration

• US 10,270,869 B2
• Filed: 04/01/2016
• Issued: 04/23/2019
• Est. Priority Date: 04/01/2016
• Status: Active Grant

• Current Assignee: ADP, Inc.
• Original Assignee: ADP LLC (ADP, Inc.)
• Inventors: Fulton, Keith Wilson
• Primary Examiner(s): Tillery, Rashawn N
• Application Number:
  US15/089,256
• Publication Number:
  US 20170286132A1
• Time in Patent Office: 1,117 Days
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 51/42 Mailbox-related aspects, e.g. synchronisation of mailboxes
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

A method and apparatus provide assistance for an application. An assistance manager that identifies user input requesting assistance with a location within the page of the application displayed on a display system for a client device. The assistance manager identifies session information for the application by the computer system in response to identifying the user input requesting assistance. The assistance manager generates synchronized menu options within the application for an interactive voice response system based on the session information identified for the application. The assistance manager presents the synchronized menu options to the user within the interactive voice response system to provide the assistance.

Claims

1. A method for providing assistance for an application, the method comprising:

identifying, by a computer system, user input requesting assistance with a location within a page of the application;

responsive to identifying the user input requesting assistance, identifying, by the computer system, session information for the application;

statistically modelling, by the computer system, the session information to identify different probable activities associated with the location within the page of the application;

generating, by the computer system, synchronized menu options within the application for an interactive voice response system based on the different probable activities identified from the statistically modeled session information for the application, wherein the synchronized menu options is a dynamically generated list of options that each correspond to a different one of the different probable activities; and

presenting, by the computer system, the synchronized menu options in the application to access the interactive voice response system.

2. The method of claim 1, further comprising:

displaying, by the computer system, a graphical indicator in association with the session information, wherein the graphical indicator indicates that the assistance is available through the interactive voice response system; and

retrieving, by the computer system, the session information when the graphical indicator is selected.

3. The method of claim 1, wherein the location is selected from at least one of a graphical page element and a coordinate location on the page, wherein the location is encoded with program code recognizable to the interactive voice response system.

4. The method of claim 3, wherein the coordinate location on the page corresponds to one of a control element such as a text box, a check box, and a drop-down menu.

5. The method of claim 3, wherein the graphical page element is selected from one of a window, a tooltip, a pop-up window, a modal window, and an in-line element.

6. The method of claim 1, further comprising:

monitoring, by a computer system, for a user input to the location within the page of the application; and

logging a clickstream of the user input to the location.

7. The method of claim 6, wherein the session information comprises information identifying user and the clickstream, wherein generating the synchronized menu options further comprises:

analyzing, by the computer system, the clickstream to identify a probable activity associated with the location within the page of the application; and

generating, by the computer system, the synchronized menu options based on the clickstream to include options related to the probable activity.

8. The method of claim 7, further comprising:

receiving, by the computer system, a selection from the user of one of the synchronized menu options, wherein the selection is received from the interactive voice response system; and

providing, by the computer system, assistance with the location.

9. The method of claim 8, wherein the assistance is selected from at least one of voice prompts from the interactive voice response system, visual prompts displayed on a display system, routing the session information to an assistance personnel, and sharing an application window displayed on the display system with the assistance personnel.

10. The method of claim 8, further comprising:

responsive to providing the assistance with the location, displaying, by the computer system, a subsequent page related to the probable activity on a display system; and

providing, by the computer system, assistance with the subsequent page.

11. The method of claim 6, wherein monitoring for the user input to the location within the page of the application comprises:

monitoring document object model events for at least one of mouse events, keyboard events, user interface events, or hypertext markup language events.

12. The method of claim 1, wherein the application is selected from one of an accounting application, a human capital management application, a benefits administration program, and a database application.

13. The method of claim 1, wherein the synchronized menu options are presented on a client device selected from one of a personal computer, a workstation, a kiosk, a laptop computer, a mobile phone, a tablet computer, and a game console.

14. A computer system comprising:

an assistance manager for providing assistance for an application, wherein the assistance manager is configured;

to identify user input requesting assistance with a location within a page of the application;

to identify session information for the application in response to identifying the user input requesting assistance;

to statistically model the session information to identify different probable activities associated with the location within the page of the application

to generate synchronized menu options within the application for an interactive voice response system based on the different probable activities identified from the statistically modeled session information for the application, wherein the synchronized menu options is a dynamically generated list of options that each correspond to a different one of the different probable activities; and

to present the synchronized menu options to the user within the interactive voice response system.

15. The computer system of claim 14, wherein the assistance manager is further configured:

to display a graphical indicator in association with the session information, wherein the graphical indicator indicates that the assistance is available through the interactive voice response system; and

to retrieve the session information when the graphical indicator is selected.

16. The computer system of claim 14, wherein the location is selected from at least one of a graphical page element and a coordinate location on the page, wherein the location is encoded with program code recognizable to the interactive voice response system.

17. The computer system of claim 16, wherein the coordinate location on the page corresponds to one of a text box, a check box, and a drop-down menu.

18. The computer system of claim 16, wherein the graphical page element is selected from one of a window, a tooltip, a pop-up window, a modal window, and an in-line element.

19. The computer system of claim 14, wherein assistance manager is further configured:

to monitor for a user input to the location within the page of the application; and

to log a clickstream of the user input to the location.

20. The computer system of claim 19, wherein the session information comprises information identifying user and the clickstream, wherein generating the synchronized menu options further comprises:

analyzing the clickstream to identify a probable activity associated with the location within the page of the application; and

generating the synchronized menu options based on the clickstream to include options related to the probable activity.

21. The computer system of claim 20, wherein the assistance manager is further configured:

to receive a selection from the user of one of the synchronized menu options, wherein the selection is received from the interactive voice response system; and

to provide assistance with the location.

22. The computer system of claim 21, wherein the assistance is selected from at least one of voice prompts from the interactive voice response system, visual prompts displayed on a display system, routing the session information to an assistance personnel, and sharing an application window displayed on the display system with the assistance personnel.

23. The computer system of claim 21, wherein the assistance manager is further configured:

to display a subsequent page related to the probable activity on a display system in response to providing the assistance with the location; and

to provide assistance with the subsequent page.

24. The computer system of claim 19, wherein monitoring for the user input to the location within the page of the application comprises:

monitoring document object model events for at least one of mouse events, keyboard events, user interface events, or hypertext markup language events.

25. The computer system of claim 14, wherein the application is selected from one of an accounting application, a human resources application, a benefits administration program, and a database application.

26. The computer system of claim 14, wherein the synchronized menu options are presented on a client device selected from one of a personal computer, a workstation, a kiosk, a laptop computer, a mobile phone, a tablet computer, and a game console.

27. A computer program product for providing assistance for an application, the computer program product comprising:

computer readable storage media;

first program code, stored on the computer readable storage media, for identifying user input requesting assistance with a location within a page of the application;

second program code, stored on the computer readable storage media, for identifying session information for the application in response to identifying the user input requesting assistance;

program code, stored on the computer readable storage media, for statistically modelling, by the computer system, the session information to identify different probable activities associated with the location within the page of the application;

third program code, stored on the computer readable storage media, for generating synchronized menu options within the application for an interactive voice response system based on the different probable activities identified from the statistically modeled session information for the application, wherein the synchronized menu options is a dynamically generated list of options that each correspond to a different one of the different probable activities; and

fourth program code, stored on the computer readable storage media, for presenting the synchronized menu options to the user within the interactive voice response system.

28. The computer program product of claim 27, further comprising:

fifth program code, stored on the computer readable storage media, for displaying a graphical indicator in association with the session information, wherein the graphical indicator indicates that the assistance is available through the interactive voice response system; and

sixth program code, stored on the computer readable storage media, for retrieving the session information when the graphical indicator is selected.

29. The computer program product of claim 27, wherein the location is selected from at least one of a graphical page element and a coordinate location on the page, wherein the location is encoded with program code recognizable to the interactive voice response system.

30. The computer program product of claim 29, wherein the coordinate location on the page corresponds to one of a text box, a check box, and a drop-down menu.

31. The computer program product of claim 29, wherein the graphical page element is selected from one of a window, a tooltip, a pop-up window, a modal window, and an in-line element.

32. The computer program product of claim 27, further comprising:

fifth program code, stored on the computer readable storage media, for monitoring a user input to the location within the page of the application; and

sixth program code, stored on the computer readable storage media, for logging a clickstream of the user input to the location.

33. The computer program product of claim 32, wherein the session information comprises information identifying user and the clickstream, wherein the third program code for generating the synchronized menu options further comprises:

program code, stored on the computer readable storage media, for analyzing the clickstream to identify a probable activity associated with the location within the page of the application; and

program code, stored on the computer readable storage media, for generating the synchronized menu options based on the clickstream to include options related to the probable activity.

34. The computer program product of claim 33, further comprising:

seventh program code, stored on the computer readable storage media, for receiving a selection from the user of one of the synchronized menu options, wherein the selection is received from the interactive voice response system; and

eighth program code, stored on the computer readable storage media, for providing assistance with the location.

35. The computer program product of claim 34, wherein the assistance is selected from at least one of voice prompts from the interactive voice response system, visual prompts displayed on a display system, routing the session information to an assistance personnel, and sharing an application window displayed on the display system with the assistance personnel.

36. The computer program product of claim 34, further comprising:

ninth program code, stored on the computer readable storage media, for displaying a subsequent page related to the probable activity on a display system in response to providing the assistance with the location; and

tenth program code, stored on the computer readable storage media, for providing assistance with the subsequent page.

37. The computer program product of claim 32, wherein the fifth program code for monitoring for the user input to the location within the page of the application comprises:

program code, stored on the computer readable storage media, for monitoring document object model events for at least one of mouse events, keyboard events, user interface events, or hypertext markup language events.

38. The computer program product of claim 27, wherein the application is selected from one of an accounting application, a human resources application, a benefits administration program, and a database application.

39. The computer program product of claim 27, wherein the synchronized menu options are presented on a client device selected from one of a personal computer, a workstation, a kiosk, a laptop computer, a mobile phone, a tablet computer, and a game console.