Method and System for Supporting Graphical User Interfaces

• US 20090013255A1
• Filed: 12/28/2007
• Published: 01/08/2009
• Est. Priority Date: 12/30/2006
• Status: Abandoned Application

• Current Assignee: Convergys Customer Management Delaware LLC (Concentrix CVG Customer Management Group, Inc.)
• Original Assignee: Convergys Customer Management Delaware LLC (Concentrix CVG Customer Management Group, Inc.)
• Inventors: Coy, Cordell Amos, Yuschik, Matthew John, Nutter, Michael Louis, Narayanaswami, Karthik, Naik, Jayant M., Warrier, Ajay
• Application Number:
  US11/966,393
• Publication Number:
  US 20090013255A1
• Time in Patent Office: Days
• US Class Current: 715/728
• CPC Class Codes: G06F 3/038 Control and interface arrangements therefor, e.g. drivers or device-embedded control circuitry
• CPC Class Codes: G06F 3/048 Interaction techniques based on graphical user interfaces [GUI]
• CPC Class Codes: G06F 3/16 Sound input; Sound output speech processing G10L
• CPC Class Codes: G06F 9/451 Execution arrangements for user interfaces
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 2015/228 of application context

Abstract

A user interface for a customer service application can be created and supported such that the user of the customer service application can utilize that application through a variety of modalities. Further, an interface can be supported in such a manner that certain tasks to be performed using that interface are streamlined, which may take place in combination with the enabling of multi-modality interaction.

Claims

1. A system comprising:

a) one or more customer service applications, said one or more customer service applications operable to cause a plurality of windows to be presented on a display, said one or more customer service applications configured to receive input via a mechanical input device;

b) an operating system, said operating system configured to identify a window from said plurality of windows as active;

c) a multimodal support application, said multimodal support application configured to;

i) receive an auditory input stream and an identification of the active window from said plurality of windows;

ii) identify a context based on said identification of the active window from the plurality of windows;

iii) identify a keyword in said auditory input stream;

iv) associate said keyword and said context; and

v) based on said keyword and said context, issue one or more commands, said commands manipulating at least one of said one or more customer service applications.

2. The system of claim 1, wherein manipulating said at least one of said one or more customer service applications comprises launching a customer service application from said one or more customer service applications.

3. The system of claim 1, wherein said multimodal support application is resident on a workstation operated by a customer service representative.

4. The system of claim 1 wherein said one or more customer service applications comprise a self-care application.

5. The system of claim 1 wherein said multimodal support application is configured to manipulate said at least one of said one or more customer service applications by using one or more application programming interface functions exposed by said at least one of said one or more customer service applications.

6. The system of claim 1 wherein said system is deployed across a plurality of components, said plurality of components comprising a client computer, an application server, and a voice assist server, wherein:

a) said operating system is resident on said client computer;

b) said one or more customer service applications is resident on said application server;

c) an automatic speech recognizer is resident on said voice assist server; and

d) said multimodal support application is configured to use a local portion resident on said client computer to mediate communication of said auditory input stream to said voice assist server, and a remote portion resident on said voice assist server to identify the keyword in said auditory input stream.

7. The system of claim 6 wherein said remote portion of said multimodal support application is configured to communicate directly with said one or more customer service applications resident on said application server and wherein said client computer is a customer service representative workstation.

8. The system of claim 7 wherein said local portion of said multimodal support application is configured to mediate communication of said auditory input stream by performing actions comprising:

a) monitoring operation of a push to talk tool; and

b) transferring real time protocol information for said voice assist server to a session initiation protocol server.

9. The system of claim 1 wherein manipulating at least one of said one or more customer service applications comprises entering a data value in a non-active window from said plurality of windows.

10. A system comprising:

a) a customer service application, said customer service application configured to perform one or more tasks during a customer service interaction;

b) a graphic user interface, said graphic user interface comprising a plurality of windows, and operable to enable a user to provide a set of data necessary for completion of a task from said one or more tasks to said customer service application, wherein one window from said plurality of windows is an active window;

c) a plurality of grammars, each grammar from said plurality of grammars corresponding with one or more windows from said plurality of windows;

d) an automatic speech recognizer, said automatic speech recognizer configured to provide an interpretation for an auditory input using a set of active grammars from said plurality of grammars; and

e) a set of computer executable instructions stored on a computer readable medium and operable to configure a computer to perform a set of tasks, said set of tasks comprising;

i) allowing said user to provide the auditory input to said automatic speech recognizer;

ii) identifying said set of active grammars such that said set of active grammars comprises one or more grammars from said plurality of grammars which correspond to the active window; and

iii) based on one or more keywords identified by said automatic speech recognizer using said set of active grammars, providing a set of commands to said customer service application.

11. The system of claim 10, wherein:

a) each window from said plurality of windows comprises one or more fields;

b) for each of said fields, a grammar from said plurality of grammars is particularly configured to recognize input for that field; and

,

c) the set of active grammars which corresponds to the active window comprises the one or more grammars particularly configured to recognize input for the one or more fields from the active window.

12. A system comprising:

a) one or more customer service applications configured to perform a task during a customer service interaction;

b) a voicepad, said voicepad configured to contextually store a plurality of inputs received during the course of said customer service interaction; and

c) a multimodal support application, said multimodal support application configured to perform a set of acts comprising;

i) transferring one or more inputs stored in said voicepad to said one or more customer service applications;

ii) sending one or more commands to said one or more customer service applications to complete the task once a set of inputs necessary for said task has been transferred to said one or more customer service applications;

wherein said one or more customer service applications is configured to receive input via a mechanical input device.

13. The system of claim 12 wherein said one or more customer service applications are operable to cause a plurality of windows to be presented on a display and wherein said multimodal support application is further configured to automatically insert an input stored in said voicepad into a first field in a first window from said plurality of windows and a second field from a second window from said plurality of windows.

14. The system of claim 13 wherein said first window is an application window for a first customer service application from said one or more customer service applications, and wherein said second window is an application window for a second customer service application from said one or more customer service applications.

15. The system of claim 13 wherein contextually storing said plurality of inputs comprises appending a tag to said automatically inserted input, wherein said first field and said second field are identified as being semantically equivalent using a software perceptible marker and wherein said software perceptible marker corresponds to said tag.

16. The system of claim 13, wherein causing said plurality of windows to be presented on said display comprises causing said plurality of windows to be presented on said display in a sequence, wherein said first window is presented on said display at a first time, and wherein said second window is presented on said display at a second time, and wherein said second time occurs after said first time.

17. The system of claim 12 wherein said multimodal support application is further configured to monitor whether the set of inputs stored in said voicepad is required by said one or more customer service applications to complete said task, and wherein transferring said set of inputs stored in said voicepad to said one or more customer service application is triggered by said one or more customer service applications requiring said set of inputs to complete said task.

18. The system of claim 12, wherein said multimodal support application is configured to send said one or more commands to said one or more customer service applications based at least in part on an assumption having a high confidence value.

19. The system of claim 18, wherein said assumption comprises a value for data transferred to said one or more customer service applications.

20. The system of claim 18 wherein said assumption comprises an identification of a sequence of events desired by a user of said one or more customer service applications.