CONTACT CENTER INTERACTIVE TEXT STREAM WAIT TREATMENTS

• US 20160127544A1
• Filed: 10/31/2014
• Published: 05/05/2016
• Est. Priority Date: 10/31/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Yoakum, John H., McCormack, Tony
• Granted Patent: US 10,645,218 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/013 Eye tracking input arrangements G06F3/015 takes precedence
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• 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 3/5232 Call distribution algorithms

Abstract

Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.

Claims

1. A method comprising:

initiating, via a user device, a communication interaction with an automated contact center device (ACCD);

receiving, from the ACCD during an agent wait period, a text stream comprising a plurality of text components; and

providing the plurality of text components of the text stream for presentation in a display area of a display during the agent wait period.

2. The method of claim 1 further comprising:

receiving, from the ACCD, a plurality of text stream categories;

presenting at least some of the plurality of text stream categories in the display area of the display;

receiving, from a user, input selecting a particular text stream category of the plurality of text stream categories;

communicating data that identifies the particular text stream category to the ACCD; and

wherein the text stream comprises textual content that is in the particular text stream category.

3. The method of claim 2, wherein receiving, from the user, input selecting the particular text stream category of the plurality of text stream categories comprises:

analyzing, by the user device, an eye system of the user; and

determining, based on analyzing the eye system, a text category selection command that identifies the particular text stream category.

4. The method of claim 1, wherein the user device scrolls the text stream across the display area of the display at a scroll rate.

5. The method of claim 4, wherein the user device is configured to be worn on a body part of a user.

6. The method of claim 1, further comprising:

analyzing, by the user device, an eye system of a user while concurrently providing the plurality of text components for presentation in the display area;

determining, based on analyzing the eye system, that the user has issued a display text stream categories command;

in response to the display text stream categories command, sending, to the ACCD, a request for a plurality of text stream categories;

receiving, from the ACCD, the plurality of text stream categories; and

providing for presentation, in lieu of the plurality of text components of the text stream, the plurality of text stream categories in the display area.

7. The method of claim 1, further comprising:

prior to providing the text components of the text stream for presentation in the display area, presenting, in the display area, textual instructions that identify a plurality of eye movements and a plurality of control commands that correspond to the plurality of eye movements.

8. The method of claim 7, wherein at least one control command comprises a pace control command that alters a pace at which the text stream is presented in the display area, further comprising:

analyzing, by the user device, an eye system of a user;

determining, based on analyzing the eye system, that the user has issued the pace control command; and

in response to the pace control command, altering the pace at which the plurality of text components are provided for presentation in the display area.

9. The method of claim 8, wherein altering the pace at which the plurality of text components are provided for presentation in the display area comprises:

sending the pace control command to the ACCD; and

receiving, from the ACCD, the text stream at a pace that differs from a previous pace at which the text stream was received from the ACCD.

10. The method of claim 1, further comprising:

analyzing, by the user device, an eye system of a user;

determining, based on analyzing the eye system, that the user has issued a back up control command; and

in response to the back up control command;

determining a current text component provided for presentation in the display area;

identifying a previous text component previously provided for presentation in the display area; and

providing the previous text component and consecutive text components of the text stream for presentation in the display area.

11. The method of claim 1, further comprising:

analyzing, by the user device, an eye system of a user;

determining, based on analyzing the eye system, that a gaze of the eye system has moved from a first direction that encompasses the display to a second direction away from the display for a predetermined period of time; and

pausing the presentation of the plurality of text components in the display area.

12. The method of claim 11, further comprising:

analyzing, by the user device, the eye system of the user;

determining, based on analyzing the eye system, that the gaze of the eye system has returned to the first direction that encompasses the display; and

continuing the presentation of the plurality of text components in the display area.

13. A method, comprising:

establishing, by an automated contact center device (ACCD) associated with an automated contact center, a communication interaction with a user device;

determining that no agent is available; and

providing, to the user device during an agent wait period, a text stream comprising a plurality of text components for presentation on the user device.

14. The method of claim 13, further comprising:

establishing, with the user device, a video channel;

receiving, from the user device via the video channel, a video stream depicting an eye system of a user associated with the user device;

determining, based on an analysis of the video stream, that the user has issued a control command that requests a change in a characteristic of the presentation; and

in response to the control command, providing subsequent text components in a manner that implements the change in the characteristic of the presentation in accordance with the control command.

15. The method of claim 13, further comprising:

providing, to the user device, a plurality of text stream categories;

receiving, from the user device, a text stream category identifier that identifies a selected text stream category of the plurality of text stream categories;

accessing a text source that comprises content in the selected text stream category; and

providing the text stream for presentation on the user device from the text source.

16. The method of claim 15, wherein accessing the text source further comprises:

accessing a web site containing a plurality of web pages that comprises the content in the selected text stream category; and

processing at least one web page of the plurality of web pages to generate the text stream.

17. The method of claim 15, further comprising:

receiving, from the user device, a request for the plurality of text stream categories; and

providing the plurality of text stream categories to the user device in lieu of the text stream.

18. The method of claim 15, wherein providing the text stream for presentation on the user device further comprises:

providing the text stream for presentation on the user device at a first pace;

receiving, from the user device, a pace control command; and

in response to receiving the pace control command, providing the text stream for presentation on the user device at a second pace.

19. A user device, comprising:

a communication interface configured to communicate with a network;

a display; and

a processor coupled to the display and the communication interface, and configured to;

initiate a communication interaction with an automated contact center device (ACCD);

receive, from the ACCD during an agent wait period, a text stream comprising a plurality of text components; and

provide the plurality of text components of the text stream for presentation in a display area of the display during the agent wait period.

20. An automated contact center device (ACCD), comprising:

a communication interface configured to communicate with a network; and

a processor coupled to the communication interface, and configured to;

establish a communication interaction with a user device;

determine that no agent is available; and

provide, to the user device during an agent wait period, a text stream comprising a plurality of text components for presentation on the user device.