QR data proxy and protocol gateway

• US 9,280,541 B2
• Filed: 01/08/2013
• Issued: 03/08/2016
• Est. Priority Date: 01/09/2012
• Status: Active Grant

• Current Assignee: Five9, Inc.
• Original Assignee: Five9, Inc.
• Inventors: Fried, Lance, Katz, Joseph
• Primary Examiner(s): Saint Cyr, Leonard
• Application Number:
  US13/736,788
• Publication Number:
  US 20130179156A1
• Time in Patent Office: 1,155 Days
• Field of Search: 704/201, 704/203, 704/206
• US Class Current: 1/1
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06F 16/438 Presentation of query results
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G10L 21/00 Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility G10L19/00 takes precedence
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context

Abstract

A quick response (QR) proxy and protocol gateway for interfacing with a carrier network, a QR-equipped device, and a contact center and contact center database is disclosed. A data link is connected to a carrier network to receive QR codes and other data. Additional data links are connected to a contact center database and a QR-equipped device to obtain information used in determining routing and tagging instructions. A user interface is connected to the gateway to accept configurable conditions for determining routing instructions. There is a text conversion function and speech conversion function for each target enterprise contact center. Synchronization between stored user preferences to automated or semi-automated customer service routes is provided by a consumer preference template system.

Claims

1. An encoded image communications portal system for converting the scanning action by a first party of a machine-readable optical image to a human understandable written or voice message for transmission to a different party, the system comprising:

computer hardware configured as a data proxy, the data proxy configured to receive from a user device personal user data and computer-actionable text derived from a machine-readable optical image read by the user device, wherein the machine-readable text is related to a particular item;

non-transient computer readable media having a database with a plurality of templates stored thereon, each template defining a different computer routine for generating a human understandable message based on the received personal user data and the computer-actionable text derived from the machine-readable optical image;

computer hardware configured as an application server, the application server configured to query the database for a selected one of the templates based on the personal user data and the computer-actionable text derived from the machine-readable optical image, and to generate the human understandable message using the selected template;

wherein the application server utilizes a speech conversion processor and media server configured to generate a human understandable voice message when the template directs that a voice message is to be generated;

wherein the application server utilizes a text conversion processor and media server configured to generate a human understandable written message when the template directs that a written message is to be generated;

computer hardware configured as an outgoing data access point, the data access point configured to transmit the human understandable written message to a contact center resource; and

computer hardware configured as a telephony proxy, the telephony proxy configured to transmit the human understandable voice message to the contact center resource.

2. The system of claim 1, wherein the human understandable written message is transmitted as a formatted data stream generated in accordance with the selected template.

3. The system of claim 2 wherein the formatted data stream is a. native data stream specific to the contact center resource.

4. The system of claim 2, wherein the formatted data stream is a Short Message Service (SMS) message.

5. The system of claim 2, wherein the formatted data stream is an Instant Message (IM).

6. The system of claim 2, wherein the formatted data stream is an e-mail message.

7. The system of claim 1, herein transmission of the human understandable voice message to the contact center resource is via a telephone call.

8. The system of claim 1,

wherein the encoded image communications portal system is configured to utilize the outgoing data access point to detect, from the contact center resource, a response to the outgoing message;

wherein upon detection of the response from the contact center resource the encoded image communications portal system is configured to utilize the telephony proxy to bridge communication between the contact center resource and the user device.

9. The system of claim 1, wherein the encoded image communications portal system is configured to utilize both outgoing access point and the telephony proxy to communicate contemporaneously with the contact center resource.

10. The system of claim 1, wherein the database includes additional user data associated with the user data received from the user device, and wherein the output data is generated b further processing the additional user data.

11. The system of claim 1, where in the encoded image is a Quick Response (QR) code.

12. The system of claim 1, wherein the contact center resource comprises an interactive voice response system or automatic contact distributor system.