Set-top box initiated contact center interaction
First Claim
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1. A method, comprising:
- receiving an interaction request via a device coupled to a display screen, wherein the interaction request comprises a response format selection that indicates a format in which a user of the device is to be contacted by a contact center, a response timing selection that indicates when the user is to be contacted by the contact center, and a customer information adjustment selection for designating block information about the user to be excluded in establishing an interaction path between the contact center and the user;
accessing predetermined customer information about the device or the user of the device by searching a customer database of a content provider in response to the received interaction request, wherein information used for the searching of the customer database is at least partially blocked using the designated block information; and
sending the accessed customer information to the contact center for use in the establishing of the interaction path between the contact center and the user, the interaction path being in the selected response format and with the selected response timing.
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Abstract
In one embodiment, a method can include: (i) receiving a contact center interaction request via a device coupled to a display screen; (ii) accessing information about the device or a user of the device from a customer database of a content provider; and (iii) establishing an interaction path between the contact center and a viewer. The method can further include providing information to the user via the interaction path in response to a request by the user for the information. The device can be a set-top box (STB) or a cable card and the display screen can be a television, for example. Also, the content provider can be a cable or satellite television provider, for example.
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Citations
20 Claims
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1. A method, comprising:
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receiving an interaction request via a device coupled to a display screen, wherein the interaction request comprises a response format selection that indicates a format in which a user of the device is to be contacted by a contact center, a response timing selection that indicates when the user is to be contacted by the contact center, and a customer information adjustment selection for designating block information about the user to be excluded in establishing an interaction path between the contact center and the user; accessing predetermined customer information about the device or the user of the device by searching a customer database of a content provider in response to the received interaction request, wherein information used for the searching of the customer database is at least partially blocked using the designated block information; and sending the accessed customer information to the contact center for use in the establishing of the interaction path between the contact center and the user, the interaction path being in the selected response format and with the selected response timing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus, comprising:
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a processor; and logic encoded in one or more tangible media for execution by the processor, and when executed operable to; receive an interaction request via a device coupled to a display screen, wherein the interaction request comprises a response format selection that indicates a format in which a user of the device is to be contacted by a contact center, a response timing selection that indicates when the user is to be contacted by the contact center, and a customer information adjustment selection for designating block information about the user to be excluded in establishing an interaction path between the contact center and the user; access predetermined customer information about the device or the user of the device by searching a customer database of a content provider in response to the received interaction request, wherein information used for the searching of the customer database is at least partially blocked using the designated block information; and send the accessed customer information to the contact center for use in the establishing of the interaction path between the contact center and the user, the interaction path being in the selected response format and with the selected response timing. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. An apparatus for contact initiation, the apparatus comprising:
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at least partially hardware means for receiving an interaction request via a device coupled to a display screen, wherein the interaction request comprises a response format selection that indicates a format in which a user of the device is to be contacted by a contact center, a response timing selection that indicates when the user is to be contacted by the contact center, and a customer information adjustment selection for designating block information about the user to be excluded in establishing an interaction path between the contact center and the user; at least partially hardware means for accessing predetermined customer information about the device or the user of the device by searching a customer database of a content provider in response to the received interaction request, wherein information used for the searching of the customer database is at least partially blocked using the designated block information; and at least partially hardware means for sending the accessed customer information to the contact center for use in the establishing of the interaction path between the contact center and the user, the interaction path being in the selected response format and with the selected response timing.
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Specification