Integrated user interface
First Claim
1. A method for collecting contextual information relating to a service provided over a digital communication channel, comprising:
- receiving, from a user of a packet-switched network, a request for a desired service;
obtaining from the user of the packet-switched network contextual data packets having a predetermined arrangement for providing a set of user contextual information relating to the request for the desired service;
wherein the contextual data packets identify at least one structural hierarchy that is defined for the transmission of contextual information between voice-over-IP clients;
wherein the contextual data packets and conversation data packets are transmitted over a same conversation channel during a voice-over IP call;
wherein a payload identifier distinguishes the conversation data packets from the contextual data packets;
based on the obtained set of user contextual information relating to the request for the desired service, identifying an additional set of user contextual information needed to provide the desired service; and
selecting an information providing party where the additional set of user contextual information relating to the request for the desired service is to be obtained and obtaining the additional set of user contextual information relating to the request for the desired service from the selected information providing party over the packet-switched network.
2 Assignments
0 Petitions
Accused Products
Abstract
A method and system for collecting contextual information in order to provide a requested service is provided. A service provider and a user may exchange a conversation and/or contextual information relating to a service over a communication channel. Based on the received user contextual information, the server may determine an appropriate source for obtaining more information relating to the requested service from the user. The server contacts the appropriate source and obtains information from it. Additionally, the server identifies the user interfaces for collecting more information relating to the requested service from the user. The server may transmit a set of contextual information, such as embedded instructions for invoking the user interfaces on a user'"'"'s device, over the communication channel. While the user interacts with the user interfaces, new user'"'"'s contextual information may be obtained by the server.
27 Citations
20 Claims
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1. A method for collecting contextual information relating to a service provided over a digital communication channel, comprising:
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receiving, from a user of a packet-switched network, a request for a desired service; obtaining from the user of the packet-switched network contextual data packets having a predetermined arrangement for providing a set of user contextual information relating to the request for the desired service;
wherein the contextual data packets identify at least one structural hierarchy that is defined for the transmission of contextual information between voice-over-IP clients;
wherein the contextual data packets and conversation data packets are transmitted over a same conversation channel during a voice-over IP call;
wherein a payload identifier distinguishes the conversation data packets from the contextual data packets;
based on the obtained set of user contextual information relating to the request for the desired service, identifying an additional set of user contextual information needed to provide the desired service; andselecting an information providing party where the additional set of user contextual information relating to the request for the desired service is to be obtained and obtaining the additional set of user contextual information relating to the request for the desired service from the selected information providing party over the packet-switched network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for identifying and collecting contextual information relating to a service over a digital communication channel between a client and a service provider, comprising:
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obtaining, from a user of a packet-switched network, contextual data packets having a predetermined arrangement for providing a set of client'"'"'s contextual information relating to a request for a desired service and to a request to establish a communication channel;
wherein the contextual data packets identify at least one structural hierarchy that is defined for the transmission of contextual information between voice-over-IP clients;
wherein the contextual data packets and conversation data packets are transmitted over a same communication channel during a voice-over IP call;
wherein a payload identifier distinguishes the conversation data packets from the contextual data packets;identifying at least one service by processing the obtained contextual data packets having a predetermined arrangement for providing the set of client'"'"'s contextual information relating to the request for the desired service; identifying a set of contextual information needed to provide the at least one service; selecting an information providing party for obtaining the identified set of contextual information relating to the request for the desired service and obtaining the identified set of contextual information relating to the request for the desired service from the information providing party over the packet-switched network; generating integrated client'"'"'s contextual information needed to provide the desired service by combing the set of client'"'"'s contextual information needed to provide the desired service obtained from the client over the packet-switched network and the set of client'"'"'s contextual information needed to provide the desired service obtained from the information providing party over the packet-switched network; and associating the integrated client'"'"'s contextual information with the at least one service. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A computer-readable medium having computer-executable components for collecting contextual information over a digital communication channel between a user and a service provider, comprising:
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an interface component for identifying contextual data packets having a predetermined arrangement for providing user contextual information needed by a service provider to provide a service requested by the user over a packet-switched network, wherein the contextual data packets identify at least one structural hierarchy that is defined for the transmission of contextual information between voice-over-IP clients;
wherein the contextual data packets and conversation data packets are transmitted over a same communication channel during a voice-over IP call;
wherein a payload identifier distinguishes the conversation data packets from the contextual data packets;determining an information providing party for obtaining the identified user contextual information needed by a service provider to provide the request for the desired service, and obtaining the identified user contextual information needed by a service provider to provide the request for the desired service from the determined information providing party over the packet-switched network; a routing component for determining a responding party for the user request and forwarding over the packet-switched network the obtained contextual data packets having a predetermined arrangement for providing user contextual information needed by the service provider to provide the desired service to the responding party; and wherein the interface component transmits a request over the packet-switched network for obtaining the identified contextual data packets having a predetermined arrangement for providing user contextual information needed by the service provider to provide the desired service to the determined information providing party over the packet-switched network. - View Dependent Claims (19, 20)
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Specification