Interaction using content

• US 8,676,895 B1
• Filed: 10/12/2011
• Issued: 03/18/2014
• Est. Priority Date: 10/12/2010
• Status: Active Grant

• Current Assignee: eGain Communications Corporation
• Original Assignee: eGain Communications Corporation
• Inventors: Roy, Ashutosh, Narang, Promod, Hahn, Sam
• Primary Examiner(s): HIGA, BRENDAN Y
• Application Number:
  US13/271,938
• Time in Patent Office: 888 Days
• Field of Search: 709204-207, 37926501-2661
• US Class Current: 709/205
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method, computer-readable medium and system for interacting using content are disclosed. A web response may be executed on a first computer system and/or another computer system associated with the first computer system responsive to the initiation of a call over a voice channel between the first computer system and a second computer system. The web response may include automatically downloading content over a data channel so that it can be automatically presented at the first computer system and/or another computer system associated with the first computer system. The content may include video, audio, information from a social networking website, a blog, other content, some combination thereof, etc. In this manner, more and/or different types of content can be used to communicate with callers by causing content to be presented in conjunction with communication over a voice channel.

Claims

1. A method of interacting using content, said method comprising:

responsive to a phone session between a first computer system and a second computer system over a first channel, accessing a request originating from said second computer system at a third computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content to said first computer system and further comprises a display of said content on a display device of said first computer system;

determining at least one attribute associated with said web response; and

communicating said request from said third computer to said first computer system to initiate execution of said web response in accordance with said at least one attribute, wherein said execution of said web response comprises downloading said content from a content provider to said first computer system without user input using a second channel and displaying said content on said display device of said first computer system.

2. The method of claim 1, wherein said content is stored on a web server, and wherein said web server and said second computer system are associated with an enterprise.

3. The method of claim 2, wherein said second computer system is associated with a call center of said enterprise.

4. The method of claim 1, wherein said determining at least one attribute further comprises determining at least one attribute based on a phone number associated with said first computer system.

5. The method of claim 1 further comprising:

communicating a first token to a web server storing said content;

communicating a second token to said first computer system, and

wherein said first and second tokens are operable to allow authentication between said first computer system and said web server.

6. The method of claim 1, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

7. The method of claim 1 further comprising:

collecting data associated with browsing of said content by said first computer system; and

providing said data to said second computer system.

8. The method of claim 1 further comprising:

determining at least one application to be launched on said first computer system; and

communicating another request to said first computer system to cause said first computer system to launch said at least one application.

9. A non-transitory computer-readable medium having computer-readable program code embodied therein for causing a computer system to perform a method of interacting using content, said method comprising:

responsive to a phone session between a first computer system and a second computer system over a first channel, accessing a request originating from said second computer system at a third computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content to said first computer system and further comprises a display of said content on a display device of said first computer system;

determining at least one attribute associated with said web response; and

communicating said request from said third computer to said first computer system to initiate execution of said web response in accordance with said at least one attribute, wherein said execution of said web response comprises downloading said content from a content provider to said first computer system without user input using a second channel and displaying said content on said display device of said first computer system.

10. The computer-readable medium of claim 9, wherein said content is stored on a web server, and wherein said web server and said second computer system are associated with an enterprise.

11. The computer-readable medium of claim 10, wherein said second computer system is associated with a call center of said enterprise.

12. The computer-readable medium of claim 9, wherein said determining at least one attribute further comprises determining at least one attribute based on a phone number associated with said first computer system.

13. The computer-readable medium of claim 9, wherein said method further comprises:

communicating a first token to a web server storing said content;

communicating a second token to said first computer system, and

wherein said first and second tokens are operable to allow authentication between said first computer system and said web server.

14. The computer-readable medium of claim 9, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

15. The computer-readable medium of claim 9, wherein said method further comprises:

collecting data associated with browsing of said content by said first computer system; and

providing said data to said second computer system.

16. The computer-readable medium of claim 9, wherein said method further comprises:

determining at least one application to be launched on said first computer system; and

communicating another request to said first computer system to cause said first computer system to launch said at least one application.

17. A system comprising a processor and a memory, wherein said memory comprises instructions that when executed by said system implement a method of interacting using content, said method comprising:

responsive to a phone session between a first computer system and a second computer system over a first channel, accessing a request originating from said second computer system at a third computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content to said first computer system and further comprises a display of said content on a display device of said first computer system;

determining at least one attribute associated with said web response; and

communicating said request from said third computer to said first computer system to initiate execution of said web response in accordance with said at least one attribute, wherein said execution of said web response comprises downloading said content from a content provider to said first computer system without user input using a second channel and displaying said content on said display device of said first computer system.

18. The system of claim 17, wherein said content is stored on a web server, and wherein said web server and said second computer system are associated with an enterprise.

19. The system of claim 18, wherein said second computer system is associated with a call center of said enterprise.

20. The system of claim 17, wherein said determining at least one attribute further comprises determining at least one attribute based on a phone number associated with said first computer system.

21. The system of claim 17, wherein said method further comprises:

communicating a first token to a web server storing said content;

communicating a second token to said first computer system, and

wherein said first and second tokens are operable to allow authentication between said first computer system and said web server.

22. The system of claim 17, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

23. The system of claim 17, wherein said method further comprises:

collecting data associated with browsing of said content by said first computer system; and

providing said data to said second computer system.

24. The system of claim 17, wherein said method further comprises:

determining at least one application to be launched on said first computer system; and

communicating another request to said first computer system to cause said first computer system to launch said at least one application.