INTERACTIVE CONTACT CENTER MENU TRAVERSAL VIA TEXT STREAM INTERACTION

• US 20160191655A1
• Filed: 12/30/2014
• Published: 06/30/2016
• Est. Priority Date: 12/30/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Yoakum, John H., McCormack, Tony
• Granted Patent: US 11,310,337 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: G06F 3/017 Gesture based interaction, e.g. based on a set of recognized hand gestures interaction based on gestures traced on a digitiser G06F3/04883
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06F 3/04895 Guidance during keyboard input operation, e.g. prompting
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: H04L 67/306 User profiles

Abstract

Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

Claims

1. A method comprising:

establishing, by a user device, an interactive session with a server device;

receiving, by the user device from the server device, a first text stream comprising a first contact center prompt;

scrolling a plurality of text components of the first text stream on a display over a first text stream presentation period of time, text components presented earlier in time being replaced on the display with subsequent text components;

receiving, from a user, a first user input in response to the first text stream; and

communicating the first user input to the server device.

2. The method of claim 1, further comprising:

in response to communicating the first user input, receiving, from the server device, a second text stream comprising a second contact center prompt;

scrolling a plurality of text components of the second text stream on the display over a second text stream presentation period of time;

receiving, from the user, a second user input in response to the second text stream; and

communicating the second user input to the server device.

3. The method of claim 2, wherein the second user input comprises a text stream control command comprising a previous text stream control command, and further comprising:

receiving, from the server device, a third text stream that comprises the first contact center prompt; and

scrolling a plurality of text components of the third text stream on the display over the first text stream presentation period of time.

4. The method of claim 1, further comprising:

receiving, over a period of time, a plurality of text streams from the server device including the first text stream;

initiating scrolling of a plurality of text components of one text stream of the plurality of text streams on the display at a first pace;

receiving, from the user, a user input in response to the one text stream, the user input comprising a text stream control command comprising an increase pace text stream control command; and

continuing scrolling of the plurality of text components of the one text stream on the display at a second pace that is a greater pace than the first pace.

5. The method of claim 1, further comprising:

receiving the first user input while concurrently scrolling the text components on the display; and

communicating the first user input to the server device while concurrently scrolling the text components on the display.

6. The method of claim 1, further comprising:

analyzing, by the user device, an eye system of the user while concurrently scrolling the text components on the display; and

wherein receiving the first user input in response to the first text stream comprises detecting, based on analyzing the eye system, the first user input.

7. The method of claim 1, wherein the first text stream has a display length that exceeds a size of the display.

8. The method of claim 1, wherein the display comprises a size insufficient to present the first text stream at a single instant in time.

9. A method, comprising:

establishing, by a server device, an interactive session with a user device;

accessing a user profile associated with the user device;

providing a first text stream comprising a predetermined contact center prompt to the user device;

receiving, from the user device, a first user input;

based on the user input and the user profile, dynamically generating a user-specific prompt menu comprising a plurality of user-specific contact center prompts in a defined processing sequence; and

providing a second text stream comprising a user-specific contact center prompt to the user device.

10. The method of claim 9, further comprising:

providing a user-specific contact center prompt identifier to the user device in conjunction with the second text stream.

11. The method of claim 10, further comprising:

receiving, from the user device, a second user input and the user-specific contact center prompt identifier; and

accessing the user-specific prompt menu based on the user-specific contact center prompt identifier.

12. A user device, comprising:

a display;

a communication interface configured to communicate with a network; and

a controller coupled to the communication interface and configured to;

establish an interactive session with a server device;

receive, from the server device, a first text stream comprising a first contact center prompt;

scroll a plurality of text components of the first text stream on the display over a first text stream presentation period of time, text components presented earlier in time being replaced on the display with subsequent text components;

receive, from a user, a first user input in response to the first text stream; and

communicate the first user input to the server device.

13. The user device of claim 12, wherein the controller is further configured to:

in response to communicating the first user input, receive, from the server device, a second text stream comprising a second contact center prompt;

scroll a plurality of text components of the second text stream on the display over a second text stream presentation period of time;

receive, from the user, a second user input in response to the second text stream; and

communicate the second user input to the server device.

14. The user device of claim 13, wherein the second user input comprises a text stream control command comprising a previous text stream control command, and wherein the controller is further configured to:

receive, from the server device, a third text stream that comprises the first contact center prompt; and

scroll a plurality of text components of the third text stream on the display over the first text stream presentation period of time.

15. The user device of claim 12, wherein the controller is further configured to:

in response to communicating the first user input, receive, from the server device, a second text stream comprising a second contact center prompt;

initiate scrolling a plurality of text components of the second text stream on the display at a first pace;

receive, from the user, a second user input in response to the second text stream, the second user input comprising a text stream control command comprising an increase pace text stream control command; and

continuing scrolling of the plurality of text components of the second text stream on the display at a second pace that is a greater pace than the first pace.

16. The user device of claim 12, wherein the display comprises a size insufficient to present the first text stream at a single instant in time.

17. A server device, comprising:

a communication interface configured to communicate with a network; and

a controller coupled to the communication interface and configured to;

establish an interactive session with a user device;

access a user profile associated with the user device;

provide a first text stream comprising a predetermined contact center prompt to the user device;

receive, from the user device, a first user input;

based on the user input and the user profile, dynamically generate a user-specific prompt menu comprising a plurality of user-specific contact center prompts in a defined processing sequence; and

provide a second text stream comprising a user-specific contact center prompt to the user device.

18. The server device of claim 17, wherein the controller is further configured to provide a user-specific contact center prompt identifier to the user device in conjunction with the second text stream.

19. The server device of claim 18, wherein the controller is further configured to:

receive, from the user device, a second user input and the user-specific contact center prompt identifier; and

access the user-specific prompt menu based on the user-specific contact center prompt identifier.