PERVASIVE CONTACT CENTER

• US 20120071145A1
• Filed: 09/22/2010
• Published: 03/22/2012
• Est. Priority Date: 09/22/2010
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Erhart, George, Matula, Valentine, Skiba, David
• Granted Patent: US 8,718,622 B2
• Time in Patent Office: Days
• US Class Current: 455/414.3
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/10 Push-to-Talk [PTT] or Push-On-Call services

Abstract

Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.

Claims

1. A method for providing content, comprising:

generating location data associated with a mobile device;

providing the location data from the mobile device to a mobile customer service server;

providing to the mobile customer service server a location grammar;

recognizing by the mobile customer service server a pattern specified by the location grammar in the location data, wherein the pattern is associated with recognition data;

providing the recognition data associated with the location data to a voice portal;

at the voice portal, processing the recognition data associated with the location data.

2. The method of claim 1, wherein processing the recognition data associated with the location data at the voice portal includes:

identifying a first item of content from a plurality of items of content using the recognition data associated with the location data;

pushing the first item of content to the mobile device.

3. The method of claim 2, wherein pushing the first item of content to the mobile device includes:

pushing at least one of audio, video, text, or multimedia content to the mobile device.

4. The method of claim 3, further comprising:

displaying the first item of content by the mobile device, wherein the displayed content includes at least a first user selectable item;

receiving from a user of the first mobile device a touch input selecting the first user selectable item;

providing to the mobile customer service server a signal responsive to the touch input;

recognizing by the mobile customer service server the touch input, wherein the touch input is associated with recognition data;

providing the recognition data associated with the touch input to the voice portal;

at the voice portal, processing the recognition data associated with the touch input.

5. The method of claim 4, wherein processing the recognition data associated with the touch input at the voice portal includes:

identifying a second item of content from the plurality of items of content using the recognition data associated with the touch input;

pushing the second item of content from the voice portal to the mobile device.

6. The method of claim 4, wherein processing the recognition data associated with the touch input at the voice portal includes:

displaying information to an agent responsive to the touch input.

7. The method of claim 6, further comprising:

in response to the information responsive to the touch input, the agent selecting a second item of content;

pushing the second item of content to the mobile device.

8. The method of claim 7, further comprising:

establishing a real time protocol communication between the agent and the user of the mobile device.

9. The method of claim 1, further comprising:

receiving at the mobile device a touch input from a user of the mobile device, wherein the touch input is provided to the mobile customer service server, wherein the touch input is associated with recognition data;

providing the recognition data associated with the touch input to the voice portal;

at the voice portal, processing the recognition data associated with the touch input.

10. The method of claim 1, wherein processing the recognition data associated with the location data at the voice portal includes:

establishing a real time protocol communication between the voice portal and the mobile device.

11. The method of claim 10, wherein the recognition data associated with the location data is provided to an agent associated with the voice portal, and wherein the real time protocol communication is between the agent and a user of the mobile device.

12. A communication system, comprising:

a mobile device, including;

a processor;

memory;

at least one of a location and a touch input;

a mobile enterprise client;

a communication interface;

a mobile customer service server, including;

a processor;

memory;

a location grammar recognizer;

a communication interface, wherein the mobile customer server is in communication with the mobile device, wherein at least one of location data and touch data received at the mobile device is processed by the mobile enterprise client and is communicated to the mobile customer service server, wherein the mobile customer service server associates the at least one of location data and touch data with recognition data, and wherein in response to the at least one of location data and touch data content is provided to the mobile device.

13. The system of claim 12, further comprising:

a multimedia agent, wherein the multimedia agent selects the content provided to the mobile device in response to the at least one of location data and touch data.

14. The system of claim 13, wherein the content selected by the multimedia agent provided to the mobile device in response to the at least one of location data and touch data includes content associated with an automated session.

15. The system of claim 14, wherein the automated session includes at least one of a text-to-speech, automated speech recognition, or interactive voice response session.

16. The system of claim 12, further comprising:

a voice portal, including;

a processor;

memory;

a location grammar module;

a touch grammar module, wherein the voice portal selects the content provided to the mobile device in response to the at least one of location data and touch data.

17. The system of claim 16, further comprising:

a dialog designer application server, including;

a processor;

memory;

a location grammar module;

a touch grammar module, wherein the dialog designer application server is provided with at least one of location data and touch data by the voice portal, wherein the dialog designer application server analyzes the at least one of location data and touch data and returns data recognizable to the voice portal.

18. The system of claim 12, further comprising:

a voice portal, including;

a processor;

memory;

a location grammar module;

a touch grammar module, wherein the voice portal selects the content provided to the mobile device in response to a first instance of the at least one of location data and touch data;

a multimedia agent, wherein the multimedia agent selects the content provided to the mobile device in response to a second instance of the at least one of location data and touch data.

19. A customer service system, comprising:

a mobile communication device;

a mobile customer service server, including;

a location grammar recognizer, wherein the mobile customer service server is in communication with the mobile communication device over a communication network;

at least one of a voice portal or a multimedia agent, wherein location data received by the mobile customer service server is processed by the location grammar recognizer, wherein processing the location data includes identifying content associated with the location data, and wherein at least one of context, media, location and input data is constantly exchanged between the mobile communication device and the mobile customer service server.

20. The system of claim 19, wherein the location data is related to a location of a mobile communication device, wherein the communication between the mobile communication device and the mobile customer service server is maintained over a plurality of discrete communication sessions, and wherein the plurality of discrete communication sessions comprise a pervasive connection between the mobile communication device and the mobile customer service server.