Audio/visual method of browsing web pages with a conventional telephone interface

• US 6,868,523 B1
• Filed: 08/16/2000
• Issued: 03/15/2005
• Est. Priority Date: 08/16/2000
• Status: Expired due to Term

• Current Assignee: Huawei Technologies Co., Ltd. (Huawei Investment & Holding Co., Ltd.)
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Dejaeger, Wilfried E. Y.
• Primary Examiner(s): Paula, Cesar B
• Application Number:
  US09/640,035
• Time in Patent Office: 1,672 Days
• Field of Search: 715/501.1, 715/513, 345/760, 704/246, 704/251, 379/68
• US Class Current: 715/210
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A system which presents a common interface over different communication links. If a party contacts an organization through the organization'"'"'s web site, a sequence of options is presented to the party. If another party contacts an organization through a telephone call, a computer answers, and presents the same options.

Claims

1. A method of dealing with remote parties, comprising the following steps:

a) maintaining a web page on the Internet, which presents information, in a visual format to visitors to the web page, the visual format presenting an interface similar to one presented by a conventional telephone;

i) at least two options, A and B;

ii) at least two further options C and D, when option A is selected; and

iii) at least two further options E and F, when option B is selected;

b) maintaining a telephone call center accessible to callers using a conventional telephone, which presents, in audible format to callers and which is selectable using inputs that are produced using a conventional telephone, a format for presentation being similar to and coordinated with the visual format used for presentation to visitors to the web page so that the presentation of the audible format experienced by callers to the call center will be similar to the visual format experienced by visitors to the web page,

i) said options A and B;

ii) said further options C and D, when option A is selected; and

iii) said further options E and F, when option B is selected.

2. A method of dealing with remote parties, comprising the following steps:

a) transmitting a web page which presents

i) visual options, for selection by a remote party, the visual options being presented in a format presenting an interface similar to one presented by a conventional telephone,

ii) in a sequence which follows a predetermined flow chart; and

b) transmitting information which presents audible options, for selection by a different remote party, in a sequence which follows said flow chart, the audible options being accessible by a caller using a conventional telephone and selectable using inputs that are produced using a conventional telephone, the format for presentation being similar to and coordinated with a visual format used for presentation so that a presentation of an audible format experienced be callers will be similar to the format of the visual options presented to the remote party.

3. A system for dealing with remote parties, comprising

a) means for maintaining a web page on the Internet, which presents, in visual format to visitors to the web page, the visual format presenting an interface similar to one presented by a conventional telephone:

i) at least two options, A and B;

ii) at least two further options C and D, when option A is selected; and

iii) at least two further options E and F, when option B is selected;

b) a telephone call center accessible to callers using a conventional telephone, which presents, in audible format to callers and which is selectable using inputs that are produced using a conventional telephone, the format for presentation being similar to and coordinated with the visual format used for presentation to visitors to the web page so that the presentation of the audible format experienced by callers to the call center will be similar to the visual format experienced by visitors to the web page,

i) said options A and B;

ii) said further options C and D, when option A is selected; and

iii) said further options B and F, when option B is selected.

4. A system for dealing with remote parties, comprising:

a) means for transmitting a web page which presents

i) visual options, for selection by a remote party, the visual options being presented in a format presenting an interface similar to one presented by a conventional telephone,

ii) in a sequence which follows a predetermined flow chart; and

b) means for transmitting information which presents audible options, for selection by a different remote party, in a sequence which follows said flow chart, the audible options being accessible by a caller using a conventional telephone and selectable using inputs that are produced using a conventional telephone, the format for presentation being similar to and coordinated with a visual format used for presentation so that a presentation of an audible form at experienced by callers will be similar to the format of the visual options presented to the remote party.

5. A method, comprising:

a) maintaining a web site which

i) visually presents a set of options in a web page, including options A, B, and C, the web page presenting an interface similar to one presented by a conventional telephone, and

ii) visually presents information IA, IB, and IC, respectively, in response to selection of options A, B, and C by a user; and

b) maintaining a telephone answering system accessible using a conventional telephones, for presenting an audible format for presentation of options to a caller, a format for presentation being similar to and coordinated with a visual format used for presentation so that the presentation of the audible format experienced by users of the telephone answering system will be similar to a format of the visual options presented to visitors to the web site, which

i) audibly presents the options A, B, and C, selectable using inputs that are produced using a conventional telephone and

ii) audibly presents information IA, IE, and IC, respectively, in response to selection of options A, B, and C by a user.

7. The method of claim 5, wherein at least some of information IA, IB, and IC contain further options.

6. A system, comprising:

a) means for maintaining a web page which

i) visually presents a set of options in a web page, including options A, B, and C, the web page visual options being presented in a format presenting an interface similar to one presented by a conventional telephone and

ii) visually presents information IA, IB, and IC, respectively, in response to selection of options A, B, and C by a user; and

b) means for maintaining a telephone answering system accessible by callers using a conventional telephone, the format for presentation being similar to and coordinated with a visual format used for presentation so that a presentation of an audible format experienced by callers to the telephone answering system will be similar to the format of the visual options presented to users of the web site, which

i) audibly presents the options A, B, and C, selectable using inputs that are produced using a conventional telephone and

ii) audibly presents information IA, IB, and IC, respectively, in response to selection of options A, B, and C by a user.

8. The system of claim 6, wherein at least some of information IA, IB, and IC contain further options.

9. A method, comprising:

a) presenting, in a visual format on a web site, the visual format presenting an interface similar to one presented by a conventional telephone, options A and B, and

i) responding to a visitor'"'"'s selection of option A by presenting information IA;

ii) responding to a visitor'"'"'s selection of option B by presenting information IB; and

b) presenting, to a telephone caller using a conventional telephone, the format for presentation being similar to and coordinated with the visual format used for presentation so that a presentation of an audible format experienced by callers to the call center will be similar to the format of the visual options presented to visitors to the web site, said options A and B, and

i) responding to a caller'"'"'s selection of option A, the selection having been made using inputs that are produced using a conventional telephone, by presenting information IA; and

ii) responding to a caller'"'"'s selection of option B, the selection having been made using inputs that can be produced using a conventional telephone, by presenting information IB.