Cross-channel communication of data collected by channel-specific user interfaces

• US 7,881,439 B1
• Filed: 12/12/2003
• Issued: 02/01/2011
• Est. Priority Date: 12/12/2002
• Status: Expired due to Fees

• Current Assignee: WSOU Investments, LLC (WSOU Holdings, LLC)
• Original Assignee: Motive Incorporated (Nokia Corporation)
• Inventors: Chopra, Arjun, Vetter, Bran J., Cohn, A. Wade
• Primary Examiner(s): AL Aubaidi, Rasha S
• Application Number:
  US10/734,911
• Time in Patent Office: 2,608 Days
• Field of Search: 379/265.01, 379/9.03
• US Class Current: 379/9.03
• 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
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

A method, system, computer system and computer program product to interact with a user of a computer system or service via more than one communication channel, such as a telephone channel and a web channel. A determination can be made based upon information gathered via the multiple communication channels that communication between a server and one communication channel is related to communication between the server and another communication channel. Related information gathered via the multiple communication channels can be identified to form a more complete picture of information about the user'"'"'s problem with a problem entity. A potential action to help the user find a solution can be determined from information gathered from all communication channels. An automated option can be provided via one of the communication channels, and an automated suggestion to select the option can be made via a coordinated communication channel.

Claims

1. A method comprising:

providing an automated option via a first communication channel of a first type during a first communication with a server via the first communication channel, wherein the automated option comprises a link to be displayed on a web page;

receiving a second communication with the server via a second communication channel, the second communication comprising a speech or DTMF signal;

coordinating the first communication channel with the second communication channel, said coordinating including;

determining, after said receiving, that the second communication is related to the first communication; and

transmitting, via the second communication channel, a computer generated voice message that includes an instruction to select the link.

2. The method of claim 1 further comprising:

obtaining a first identifier for first data related to the first communication;

obtaining a second identifier for second data related to the second communication;

if the first identifier and the second identifier are the same,

using at least one of the first data and the second data to perform an action during at least one of the first communication and the second communication.

3. The method of claim 2 wherein

at least one of the first data and the second data comprises a diagnostic code, and

the action comprises providing second information decoded from the diagnostic code.

4. The method of claim 3 wherein

the second information comprises at least one of

telemetry data, and

diagnostic information.

5. The method of claim 3 further comprising:

providing the second information for viewing.

6. The method of claim 2 wherein

the action comprises

providing third data obtained using at least one of the first identifier and the second identifier.

7. The method of claim 2 wherein

the action comprises

providing a second automated option during at least one of the first communication and the second communication.

8. The method of claim 2 wherein

the action comprises

providing a second automated suggestion to select a second automated option provided during at least one of the first communication and the second communication.

9. The method of claim 2 wherein

the first data are unavailable via the second communication channel, and

the second data are unavailable via the first communication channel.

10. The method of claim 2 wherein

at least one of the first data and the second data comprises diagnostic information for a problem with a computer system.

11. The method of claim 2 wherein

at least one of the first data and the second data comprises information for identifying a computer system.

12. The method of claim 1 wherein

a first one of the first and second communication channels is a telephone channel;

and

a second one of the first and second communication channels is a web channel.

13. The method of claim 1 further comprising:

gathering data related to a problem with a problem entity via at least one of the first communication channel and the second communication channel.

14. The method of claim 1, wherein selecting the link initiates a diagnostic test.

15. The method of claim 1, wherein said computer generated voice message is formed in response to said speech or DTMF signal.

16. A system comprising:

first providing means for providing an automated option via a first communication channel of a first type during a first communication with a server via the first communication channel, wherein the automated option comprises a link to be displayed on a web page;

receiving means for receiving a second communication with the server via a second communication channel, the second communication comprising a speech or DTMF signal;

coordination means for coordinating the first communication channel with the second communication channel subsequent to receiving the second communication, said coordinating including;

determining that the second communication is related to the first communication; and

transmitting, via the second communication channel, a computer generated voice that includes an instruction to select the link.

17. The system of claim 16 further comprising:

first obtaining means for obtaining a first identifier for first data related to the first communication;

second obtaining means for obtaining a second identifier for second data related to the second communication;

using means for using at least one of the first data and the second data to perform an action during at least one of the first communication and the second communication if the first identifier and the second identifier are the same.

18. The system of claim 17 further comprising:

third providing means for providing second information decoded from a diagnostic code, wherein

at least one of the first data and the second data comprises the diagnostic code.

19. The system of claim 17 further comprising:

third providing means for providing third data obtained using at least one of the first identifier and the second identifier.

20. The system of claim 17 further comprising:

third providing means for providing a second automated option during at least one of the first communication and the second communication.

21. The system of claim 16, wherein selecting the link initiates a diagnostic test.

22. The system of claim 16, wherein said computer generated voice message is formed in response to said speech or DTMF signal.

23. A system comprising:

a first module configured to provide an automated option via a first communication channel of a first type during a first communication with a server via the first communication channel, wherein the automated option comprises a link to be displayed on a web page;

a receiving module configured to receive a second communication with the server via a second communication channel, the second communication comprising a speech or DTMF;

a determining module configured to coordinate the first communication channel with the second communication channel subsequent to receiving the second communication, said coordinating including determining, after receiving the second communication, that the second communication is related to the first communication; and

a second module configured to transmit, via the second communication channel, a computer generated voice message that includes an instruction to select the link.

24. The system of claim 23 further comprising:

a first obtaining module configured to obtain a first identifier for first data related to the first communication;

a second obtaining module configured to obtain a second identifier for second data related to the second communication;

a using module configured to use at least one of the first data and the second data to perform an action during at least one of the first communication and the second communication if the first identifier and the second identifier are the same.

25. The system of claim 24 further comprising:

a third providing module configured to provide second information decoded from a diagnostic code, wherein

at least one of the first data and the second data comprises the diagnostic code.

26. The system of claim 24 further comprising:

a third providing module configured to provide third data obtained using at least one of the first identifier and the second identifier.

27. The system of claim 23, wherein selecting the link initiates a diagnostic test.

28. The system of claim 23, wherein said computer generated voice message is formed in response to said speech or DTMF signal.

29. A computer-readable medium that stores instructions, the instructions comprising:

first instructions configured to provide an automated option via a first communication channel of a first type during a first communication with a server via the first communication channel, wherein the automated option comprises a link to be displayed on a web page;

receiving instructions configured to accept a second communication with the server via a second communication channel, the second communication comprising a speech or DTMF signal; and

coordinating instructions configured to coordinate the first communication channel with the second communication channel, said coordinating instructions including;

determining instructions configured to determine, after said receiving instructions accept the second communication, that the second communication is related to the first communication; and

second instructions configured to provide, via the second communication channel, a computer generated voice message that includes an instruction to select the link.

30. The computer-readable medium of claim 29 wherein the instructions further comprise:

first obtaining instructions configured to obtain a first identifier for first data related to the first communication;

second obtaining instructions configured to obtain a second identifier for second data related to the second communication;

using instructions configured to use at least one of the first data and the second data to perform an action during at least one of the first communication and the second communication if the first identifier and the second identifier are the same.

31. The computer-readable medium of claim 30 wherein the instructions further comprise:

third providing instructions configured to provide second information decoded from a diagnostic code, wherein

at least one of the first data and the second data comprises the diagnostic code.

32. The computer-readable medium of claim 30 wherein the instructions further comprise:

third providing instructions configured to provide third data obtained using at least one of the first identifier and the second identifier.

33. The computer-readable medium of claim 29, wherein selecting the link initiates a diagnostic test.

34. The computer-readable medium of claim 29, wherein said computer generated voice message is formed in response to said speech or DTMF signal.

35. A computer system comprising:

a processor for executing instructions; and

a memory to store the instructions, wherein the instructions comprise

first instructions configured to provide an automated option via a first communication channel of a first type during a first communication with a server via the first communication channel, wherein the automated option comprises a link to be displayed on a web page;

receiving instructions configured to accept a second communication with the server via a second communication channel, the second communication comprising a speech or DTMF signal; and

coordinating instructions configured to coordinate the first communication channel with the second communication channel, said coordinating instructions including;

determining instructions configured to determine, after said receiving instructions accept the second communication, that the second communication is related to the first communication; and

second instructions configured to provide, via the second communication channel, a computer generated voice that includes an instruction to select the link.

36. The computer system of claim 35 wherein the instructions further comprise:

first obtaining instructions configured to obtain a first identifier for first data related to the first communication;

second obtaining instructions configured to obtain a second identifier for second data related to the second communication;

using instructions configured to use at least one of the first data and the second data to perform an action during at least one of the first communication and the second communication if the first identifier and the second identifier are the same.

37. The computer system of claim 36 wherein the instructions further comprise:

third providing instructions configured to provide second information decoded from a diagnostic code, wherein

at least one of the first data and the second data comprises the diagnostic code.

38. The computer system of claim 36 wherein the instructions further comprise:

third providing instructions configured to provide third data obtained using at least one of the first identifier and the second identifier.

39. The computer system of claim 35, wherein selecting the link initiates a diagnostic test.

40. The computer system of claim 35, wherein said computer generated voice message is formed in response to said speech or DTMF signal.