Pervasive contact center
First Claim
1. A method for providing content, comprising:
- generating location data associated with a mobile device;
providing the location data from the mobile device to a mobile customer service server;
providing to the mobile customer service server a location grammar;
recognizing by the mobile customer service server a pattern specified by the location grammar in the location data, wherein the pattern is associated with recognition data;
providing the recognition data associated with the location data to a voice portal;
at the voice portal, processing the recognition data associated with the location data, wherein processing the recognition data associated with the location data at the voice portal includes;
identifying a first item of content from a plurality of items of content using the recognition data associated with the location data;
pushing the first item of content to the mobile device, wherein pushing the first item of content to the mobile device includes;
pushing at least one of audio, video, text, or multimedia content to the mobile device;
displaying the first item of content by the mobile device, wherein the displayed content includes at least a first user selectable item;
receiving from a user of the mobile device a touch input selecting the first user selectable item;
providing to the mobile customer service server a signal responsive to the touch input;
recognizing by the mobile customer service server the touch input, wherein the touch input is associated with the recognition data;
providing the recognition data associated with the touch input to the voice portal; and
at the voice portal, processing the recognition data associated with the touch input.
20 Assignments
0 Petitions
Accused Products
Abstract
Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.
10 Citations
15 Claims
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1. A method for providing content, comprising:
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generating location data associated with a mobile device; providing the location data from the mobile device to a mobile customer service server; providing to the mobile customer service server a location grammar; recognizing by the mobile customer service server a pattern specified by the location grammar in the location data, wherein the pattern is associated with recognition data; providing the recognition data associated with the location data to a voice portal; at the voice portal, processing the recognition data associated with the location data, wherein processing the recognition data associated with the location data at the voice portal includes; identifying a first item of content from a plurality of items of content using the recognition data associated with the location data; pushing the first item of content to the mobile device, wherein pushing the first item of content to the mobile device includes; pushing at least one of audio, video, text, or multimedia content to the mobile device; displaying the first item of content by the mobile device, wherein the displayed content includes at least a first user selectable item; receiving from a user of the mobile device a touch input selecting the first user selectable item; providing to the mobile customer service server a signal responsive to the touch input; recognizing by the mobile customer service server the touch input, wherein the touch input is associated with the recognition data; providing the recognition data associated with the touch input to the voice portal; and at the voice portal, processing the recognition data associated with the touch input. - View Dependent Claims (2, 3, 4, 5)
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6. A method for providing content, comprising:
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generating location data associated with a mobile device; providing the location data from the mobile device to a mobile customer service server; providing to the mobile customer service server a location grammar; recognizing by the mobile customer service server a pattern specified by the location grammar in the location data, wherein the pattern is associated with the recognition data; providing the recognition data associated with the location data to a voice portal; and at the voice portal, processing the recognition data associated with the location data; receiving at the mobile device a touch input from a user of the mobile device, wherein the touch input is provided to the mobile customer service server, wherein the touch input is associated with the recognition data; providing the recognition data associated with the touch input to the voice portal; and at the voice portal, processing the recognition data associated with the touch input.
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7. A method for providing content, comprising:
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generating location data associated with a mobile device; providing the location data from the mobile device to a mobile customer service server; providing to the mobile customer service server a location grammar; recognizing by the mobile customer service server a pattern specified by the location grammar in the location data, wherein the pattern is associated with recognition data; providing the recognition data associated with the location data to a voice portal; and at the voice portal, processing the recognition data associated with the location data, wherein processing the recognition data associated with the location data at the voice portal includes; establishing a real time protocol communication between the voice portal and the mobile device, wherein the recognition data associated with the location data is provided to an agent associated with the voice portal, and wherein the real time protocol communication is between the agent and a user of the mobile device.
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8. A communication system, comprising:
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a mobile device, including; a processor, memory; at least one of a location and a touch input; a mobile enterprise client; and a communication interface; and a mobile customer service server, including; a processor, memory; a location grammar recognizer; and a communication interface, wherein the mobile customer service server is in communication with the mobile device, wherein at least one of location data and touch data received at the mobile device is processed by the mobile enterprise client and is communicated to a voice portal associated with the mobile customer service server, wherein the mobile customer service server associates the at least one of location data and touch data with recognition data, wherein the voice portal associated with the mobile customer service server processes the recognition data, and wherein, in response to the at least one of location data and touch dat,a content is provided to the mobile device. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
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Specification