Method and system for training users to utilize multimodal user interfaces

• US 9,218,128 B1
• Filed: 02/27/2009
• Issued: 12/22/2015
• Est. Priority Date: 11/30/2007
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Delaware LLC (Synnex Corporation)
• Original Assignee: Convergys Customer Management Delaware LLC (Concentrix CVG Customer Management Group, Inc.)
• Inventors: Yuschik, Matthew John, Coy, Cordell Amos, Naik, Jayant M., Narayanaswami, Karthik, Warrier, Ajay
• Primary Examiner(s): RIEGLER, PATRICK F
• Application Number:
  US12/394,508
• Time in Patent Office: 2,489 Days
• Field of Search: 715/705
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04895 Guidance during keyboard input operation, e.g. prompting
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G09B 19/0053 Computers, e.g. programming
• CPC Class Codes: G09B 5/00 Electrically-operated educational appliances working with questions and answers G09B7/00; simulators G09B9/00; advertising or displaying in general G09F
• CPC Class Codes: G09B 5/06 with both visual and audible presentation of the material to be studied
• CPC Class Codes: G09B 9/00 Simulators for teaching or training purposes for the use of weapons F41; computing aspects G06; protocols for games, networked simulations or virtual reality H04L67/131
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a “Push to Talk” tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.

Claims

1. a system for training a user of a multimodal user interface to use the multimodal user interface comprising:

a computer usable medium having a computer readable program code embedded therein, wherein the computer readable program code is encoded with computer-executable instructions to;

provide a plurality of modules to the user of the multimodal user interface, wherein each module receives user interaction, the modules comprising;

a basic concepts module that provides a description of the tools and functions that are used within the multimodal user interface;

an advanced concepts module that provides the description of the tools and functions, and further provides exercises for using each of the tools and functions in a context of a specific situation or application;

a service simulation module that provides simulated transactions performed using the multimodal user interface, wherein the simulated transactions utilize one or more of the tools and functions and comprise a user interactions with the multimodal user interface, and wherein the service simulation module provides feedback on performance of the simulated transactions;

a coaching module that provides optimization and remediation techniques for real transactions performed using multimodal user interface, wherein the optimization and remediation techniques are based on a user'"'"'s interaction with at least one of the basic concepts module, the advanced concepts module, and the service simulation module;

and an electronic device operable to communicate with the computer usable medium and display the modules, wherein the electronic device comprises at least one instrument configured to allow the user to interact with the modules, wherein the modules are configured to present instructions to the user to operate the multimodal user interface in a streamlined manner, wherein the streamlined manner of operation comprises the ability to navigate the multimodal user interface non-sequentially based on data provided by the user.

2. The system of claim 1, wherein:

the basic concepts module, the advanced concepts module, and the service simulation module are each operable to store information relating to the user'"'"'s interaction with the respective module;

for each of the basic concepts module, the advanced concepts module, and the service simulation module, the users interaction with each module comprises a communication of information between the respective module and the user, which communication occurs after the user is provided with the respective module.

3. The system of claim 1, wherein:

the tools comprise a push to talk tool;

the advanced concepts module is operable to list terms and phrases specific to the operation of the multimodal user interface; and

the service simulation module is operable to simulate a caller and store information with respect to user interaction with the simulated caller.

4. The system of claim 1, wherein each of the modules is operable to, upon completion of the user'"'"'s interaction with each module, assess whether the user is qualified to at least one of:

advance to another module; and

interact with another human entity via the multimodal user interface.

5. The system of claim 4, wherein each of the modules is operable to:

upon completion of the user'"'"'s interaction with each module, provide a set of assessment questions to the user;

analyze the user'"'"'s answers to the set of assessment questions to determine whether the user has met a threshold standard to advance to a next sequential module, wherein;

the advanced concepts module is the next sequential module after the basic concepts module;

the service simulation module is the next sequential module after the advanced concepts module; and

the coaching module is the next sequential module after the service simulation module.

6. The system of claim 1, wherein:

the coaching module is based on a real use of the multimodal user interface comprising an interaction between the user and a real human entity; and

the coaching module is operable to permit the user to interact with a real caller.

7. The system of claim 1, wherein:

the service simulation module is based on a simulated use of the multimodal user interface comprising an interaction between the user and a simulated human entity; and

the service simulation module is operable to permit the user to interact with a simulated caller.

8. The system of claim 1, wherein at least one of the basic concepts module, the advanced concepts module, and the service simulation module is operable to score the user based on the user'"'"'s interaction with the respective module.

9. The system of claim 1, wherein the computer readable program code is further encoded with computer-executable instructions to provide a debrief and remediation module to the user, wherein the debrief and remediation module is operable to:

gather data regarding use of the multimodal user interface by the user;

assess a need for additional customized training for the user based on the gathered data; and

provide, based on analysis of the gathered data, recommendations regarding modifications to at least one of the multimodal user interface, the basic concepts module, the advanced concepts module, the service simulation module, or the coaching module.

10. The system of claim 1, wherein the electronic device comprises one of a personal digital assistant or a third-generation telephone.

22. The system of claim 1, wherein the multimodal user interface comprises a serial sequence of user interface screens configured to operate in a serial, non-streamlined manner, and wherein the modules are configured to vary the serial sequence of the user interface screens.

23. The system of claim 22, wherein each of the user interface screens comprise a serial sequence of steps and wherein, in the streamlined manner, the modules are configured to vary the serial sequence of the steps.

24. The system of claim 1, wherein the multimodal user interface comprises a serial sequence of user interface screens such that, in a non-streamlined manner, each user interface screen follows a preceding user interface screen in a predetermined sequence, and wherein, in the streamlined manner, the multimodal user interface is configured to vary the serial sequence of the user interface screens.

25. The system of claim 1, wherein the simulated transactions via the service simulation module are configured to test a user'"'"'s interaction with a simulated multimodal user interface.

11. A method for training a user of a multimodal user interface to use the multimodal user interface, comprising the steps of:

providing a plurality of modules to the user of the multimodal user interface, the providing of the modules comprising;

providing a basic concepts module that provides a description of the tools and functions that are used within the multimodal user interface;

providing an advanced concepts module that provides the description of the tools and functions, and further provides exercises for using each of the tools and functions in a context of a specific situation or application;

providing a service simulation module that simulates transactions performed using the multimodal user interface wherein simulated transactions utilize one or more of the tools and functions and comprise user interactions with the multimodal user interface, and wherein the service simulation module provides feedback on performance of the simulated transactions;

providing a coaching module that provides optimization and remediation techniques for real transactions performed using multimodal user interface, wherein the optimization and remediation techniques are based on a user'"'"'s interactions between the user and at least one of the basic concepts module, advanced concepts module, or service simulation module;

displaying one or more of the modules on the electronic device; and

via the modules, presenting instructions to the user to operate the multimodal user interface in a streamlined manner, wherein the streamlined manner of operation comprises the ability to navigate the multimodal user interface non-sequentially based on data provided by the user.

12. The method of claim 11, wherein;

the method further comprises storing user-specific information relating to the user'"'"'s interaction with each module;

the optimization and remediation techniques are based upon the stored user-specific information.

13. The method of claim 11, wherein:

the tools comprise a push to talk tool;

the step of providing the advanced concepts module comprises listing terms and phrases specific to the operation of the multimodal user interface; and

the simulated transactions comprise simulating a caller and storing information with respect to an interaction between the user and the simulated caller.

14. The method of claim 11, further comprising, for each of the modules the user interacts with, assessing whether the user is qualified to at least one of:

advance to another module; and

use the multimodal user interface in a live interaction with another human.

15. The method of claim 14, further comprising, for each of the modules the user interacts with:

providing a set of assessment questions to the user upon completion of the user'"'"'s interaction with each module;

analyzing the user'"'"'s answers to the set of assessment questions;

based on the analysis of the user'"'"'s answers, determining whether the user has met a threshold standard;

based on whether the user has met the threshold standard, determining whether the user is qualified to advance to a next sequential module, wherein;

the advanced concepts module is the next sequential module after the basic concepts module;

the service simulation module is the next sequential module after the advanced concepts module; and

the coaching module is the next sequential module after the service simulation module.

16. The method of claim 11, wherein the optimization and remediation techniques are based on use of the multimodal user interface in an interaction between the user and a live human caller.

17. The method of claim 11, wherein the coaching module is further based on a simulated use of the multimodal interface by the user comprising an interaction between the user and a simulated caller.

18. The method of claim 11, further comprising scoring the user based on the user'"'"'s interaction with each of the modules.

19. The method of claim 11, further comprising:

gathering data regarding the use of the multimodal user interface by the user;

assessing a need for additional customized training for the user based on the gathered data; and

analyzing the gathered data to provide recommendations regarding modifications to at least one of the multimodal user interface, the basic concepts module, the advanced concepts module, the service simulation module, or the coaching module.

20. The method of claim 11, wherein the electronic device comprises one of a personal digital assistant or a third-generation telephone.

21. A system for training a user of a multimodal user interface to use the multimodal user interface through interaction with the multimodal user interface, comprising:

a computer usable medium having a computer readable program code embedded therein, wherein the computer readable program code is encoded with computer-executable instructions to;

provide a plurality of modules top the user of the multimodal user interface, the modules comprising;

a basic concepts module that provides a description of the tools and functions that are used within the multimodal user interface;

an advanced concepts module that provides the description of the tools and functions, and further provides exercises for using each of the tools and functions in a context of a specific situation or application;

a service simulation module that provides simulated transactions performed using the multimodal user interface, wherein simulated transactions utilize one or more of the tools and functions and comprise user interactions with the multimodal user interface, and wherein the service simulation module provides feedback on performance of the simulated transactions;

a coaching module that provides optimization and remediation techniques for real transactions performed using multimodal user interface, wherein the optimization and remediation techniques are based on a user'"'"'s interaction with at least one of the basic concepts module, advanced concepts module, and service simulation module; and

an electronic device operable to communicate with the computer usable medium and display the modules, wherein the electronic device comprises at least one instrument configured to allow the user to interact with the modules; and

wherein the multimodal user interface comprises a serial sequence of user interfaces, and wherein the modules are configured to present instructions to the user about operating the multimodal user interface in a streamlined manner such that, based on data provided by the user, the multimodal user interface is configured to vary the serial sequence of user interfaces to present a varied sequence of navigation of the user interfaces to the user that is different from the serial sequence of navigation of the user interfaces.