Interaction using content

• US 9,197,681 B2
• Filed: 03/18/2014
• Issued: 11/24/2015
• Est. Priority Date: 10/12/2010
• Status: Active Grant

• Current Assignee: Egain Corporation (eGain Communications Corporation)
• Original Assignee: Egain Corporation (eGain Communications Corporation)
• Inventors: Roy, Ashutosh, Narang, Promod, Hanh, Sam
• Primary Examiner(s): HIGA, BRENDAN Y
• Application Number:
  US14/218,463
• Publication Number:
  US 20140201288A1
• Time in Patent Office: 616 Days
• Field of Search: 709204-207, 37926501-2661
• US Class Current: 1/1
• 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, 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 for content at a third computer system, wherein said request originates at said second computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content;

determining a fourth computer that is associated with said first computer system; and

communicating said request from said third computer system to said fourth computer system to initiate execution of said web response, wherein said execution of said web response comprises downloading said content from a content provider to said fourth 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, further comprising:

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

communicating said request from said third computer system to said fourth computer system to initiate execution of said web response in accordance with said at least one attribute, wherein said web response comprises a display of said content on a display device of said fourth computer system.

3. The method of claim 2, wherein said fourth computer system is determined based on said attribute.

4. The method of claim 1, wherein said determining a fourth computer system comprises:

discovering computer systems that are in proximity to said first computer system and that have an association with said first computer system.

5. The method of claim 1, wherein said determining a fourth computer system comprises:

setting said fourth computer system as a default to receive content in association with said first computer system.

6. The method of claim 1, wherein said content provider and said second computer system are associated with an enterprise.

7. The method of claim 6, wherein said second computer system is associated with a call center of said enterprise.

8. The method of claim 1, further comprising:

determining an application to be launched on said fourth computer system in association with said first computer system; and

communicating another request to said fourth computer system from said third computer system to cause said fourth computer system to launch said application.

9. The method of claim 8, further comprising:

receiving browsing history of said first computer system; and

selecting said application based on said browsing history.

10. The method of claim 1, further comprising:

conducting said phone session as an interactive voice response (IVR) session; and

determining said web response based on content from said IVR session.

11. The method of claim 1, further comprising:

initiating a co-browsing session between said fourth computer system and said second computer system to allow said fourth and second computer systems to contemporaneously browse said content.

12. A non-transitory computer-readable medium having computer-readable program code embodied therein for causing a computer system to perform a method of interacting, 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 for content at a third computer system, wherein said request originates at said second computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content;

determining a fourth computer that is associated with said first computer system; and

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

13. The computer-readable medium of claim 12, wherein said method further comprises:

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

communicating said request from said third computer system to said fourth computer system to initiate execution of said web response in accordance with said at least one attribute, wherein said web response comprises a display of said content on a display device of said fourth computer system.

14. The computer-readable medium of claim 12, wherein said fourth computer system in said method is determined based on said attribute.

15. The computer-readable medium of claim 12, wherein said determining a fourth computer system in said method comprises:

discovering computer systems that are in proximity to said first computer system and that have an association with said first computer system.

16. The computer-readable medium of claim 12, wherein in said method said content provider and said second computer system are associated with an enterprise.

17. The computer-readable medium of claim 12, wherein in said method said second computer system is associated with a call center of said enterprise.

18. The computer-readable medium of claim 12, wherein said method further comprises:

determining an application to be launched on said fourth computer system in association with said first computer system; and

communicating another request to said fourth computer system from said third computer system to cause said fourth computer system to launch said application.

19. A system comprising a processor and a memory, wherein said memory comprises instructions that when executed by said system implement a method of interacting, 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 for content at a third computer system, wherein said request originates at said second computer system, wherein said request is associated with a web response, and wherein said web response comprises a download of said content;

determining a fourth computer that is associated with said first computer system; and

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

20. The system of claim 19, wherein said method further comprises:

initiating a co-browsing session between said fourth computer system and said second computer system to allow said fourth and second computer systems to contemporaneously browse said content.