Application builder platform

• US 9,285,974 B2
• Filed: 02/28/2014
• Issued: 03/15/2016
• Est. Priority Date: 02/28/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Vymenets, Leon
• Primary Examiner(s): Pesin, Boris
• Assistant Examiner(s): HUERTAS TORRES, AYESHA E
• Application Number:
  US14/193,407
• Publication Number:
  US 20150248226A1
• Time in Patent Office: 746 Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/0483 Interaction with page-structured environments, e.g. book metaphor
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06F 40/143 Markup, e.g. Standard Generalized Markup Language [SGML] or Document Type Definition [DTD]
• CPC Class Codes: G06F 40/197 Version control for software G06F8/71
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.

Claims

1. A computer-implemented method, comprising:

transmitting, from an application builder system to a content provider system, instructions that, when executed, provide an interface for configuring an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel,

wherein the interaction site specifies a first multi-step communication flow between the user device and the communications system, and wherein the first multi-step communication flow is determined based on one or more interaction pages configurable by a developer of the content provider system through interactions with the interface to input values corresponding to parameters of the one or more interaction pages;

receiving, from the content provider system, one or more first values corresponding to one or more of first parameters of an interaction page of the one or more interaction pages;

selecting, by the application builder system and based on the one or more first values corresponding to the one or more of the first parameters, one or more recommended interaction pages for the interaction site;

transmitting, from the application builder system to the content provider system, instructions that, when executed, provide an interface for selecting any interaction page of the one or more recommended interaction pages;

receiving, from the content provider system, data indicating a selection of a particular interaction page of the one or more recommended interaction pages;

in response to receiving the data indicating the selection of the particular interaction page, transmitting, from the application builder system to the content provider system, instructions that when executed, provide an interface for configuring the particular interaction page, wherein the particular interaction page includes one or more second parameters;

receiving, from the content provider system, one or more second values corresponding to the one or more of the second parameters of the particular interaction page;

determining, by the application builder system, a second multi-step communication flow between the user device and the communications system based on (i) at least one of the values corresponding to the parameters associated with the first multi-step communication flow and (ii) the one or more second values corresponding to the one or more of the second parameters of the particular interaction page; and

generating an interaction flow document, the interaction flow document including code for the interaction site specifying the second multi-step communication flow.

2. The method of claim 1, wherein transmitting instructions that, when executed, provide an interface for configuring an interaction site comprises:

obtaining, by the application builder system, contextual data representing one or more design criteria;

selecting, by the application builder system and based on the contextual data, one or more recommended interaction sites including the interaction site;

transmitting, from the application builder system to the content provider system, instructions that, when executed, provide an interface for selecting any interaction site of the one or more recommended interaction sites;

receiving, from the content provider system, selection data indicating a selection of the interaction site of the one or more recommended interaction sites; and

obtaining the instructions that, when executed, provide the interface for configuring the interaction site.

3. The method of claim 2, wherein obtaining contextual data representing one or more design criteria comprises:

transmitting, from the application builder system to the content provider system, instructions that, when executed, provide an interface for presenting one or more predetermined questions and entering one or more answers corresponding to the one or more predetermined questions;

receiving, from the content provider system, data representing the one or more answers corresponding to the one or more predetermined questions; and

determining, by the application builder system, the contextual data representing the one or more design criteria based on the data representing the one or more answers corresponding to the one or more predetermined questions.

4. The method of claim 2, wherein selecting one or more recommended interaction sites comprises:

obtaining, by the application builder system, a search query based on the contextual data representing the one or more design criteria; and

obtaining, by the application builder system, a plurality of interaction sites including the one or more recommended interaction sites based on the search query.

5. The method of claim 2, wherein obtaining contextual data representing one or more design criteria comprises receiving a search query representing the one or more design criteria.

6. The method of claim 1, wherein selecting the one or more recommended interaction pages for the interaction site comprises:

obtaining, by the application builder system, a search query based on the one or more first values corresponding to the one or more of the first parameters; and

obtaining, by the application builder system, a plurality of interaction pages including the one or more recommended interaction pages based on the search query.

7. The method of claim 1, wherein the particular interaction page is an interaction page configured by a developer of a second, different content provider system.

8. The method of claim 1, comprising:

transmitting, from the application builder system to the content provider system, instructions that, when executed, provide an interface for sharing the interaction flow document including the code for the interaction site specifying the second multi-step communication flow with another developer of a second, different content provider system.

9. The method of claim 1, wherein the code of the interaction flow document includes XML scripts that correspond to pages of the interaction site.

10. The method of claim 1, wherein the multiple communications channels further include at least one of a SMS channel, a chat channel, and an email channel.

11. A computer-implemented system comprising:

one or more processors and one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to perform operations comprising;

transmitting instructions that, when executed by a content provider system, provide an interface for configuring an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel,

wherein the interaction site specifies a first multi-step communication flow between the user device and the communications system, and wherein the first multi-step communication flow is determined based on one or more interaction pages configurable by a developer of the content provider system through interactions with the interface to input values corresponding to parameters of the one or more interaction pages;

receiving one or more first values corresponding to one or more of first parameters of an interaction page of the one or more interaction pages;

selecting, based on the one or more first values corresponding to the one or more of the first parameters, one or more recommended interaction pages for the interaction site;

transmitting instructions that, when executed by the content provider system, provide an interface for selecting any interaction page of the one or more recommended interaction pages;

receiving data indicating a selection of a particular interaction page of the one or more recommended interaction pages;

in response to receiving the data indicating the selection of the particular interaction page, transmitting instructions that, when executed by the content provider system, provide an interface for configuring the particular interaction page, wherein the particular interaction page includes one or more second parameters;

receiving one or more second values corresponding to the one or more of the second parameters of the particular interaction page;

determining a second multi-step communication flow between the user device and the communications system based on (i) at least one of the values corresponding to the parameters associated with the first multi-step communication flow and (ii) the one or more second values corresponding to the one or more of the second parameters of the particular interaction page; and

generating an interaction flow document, the interaction flow document including code for the interaction site specifying the second multi-step communication flow.

12. The system of claim 11, wherein transmitting instructions that, when executed, provide an interface for configuring an interaction site comprises:

obtaining contextual data representing one or more design criteria;

selecting, based on the contextual data, one or more recommended interaction sites including the interaction site;

transmitting, to the content provider system, instructions that, when executed, provide an interface for selecting any interaction site of the one or more recommended interaction sites;

receiving, from the content provider system, selection data indicating a selection of the interaction site of the one or more recommended interaction sites; and

obtaining the instructions that, when executed, provide the interface for configuring the interaction site.

13. The system of claim 12, wherein obtaining contextual data representing one or more design criteria comprises:

transmitting, to the content provider system, instructions that, when executed, provide an interface for presenting one or more predetermined questions and entering one or more answers corresponding to the one or more predetermined questions;

receiving, from the content provider system, data representing the one or more answers corresponding to the one or more predetermined questions; and

determining the contextual data representing the one or more design criteria based on the data representing the one or more answers corresponding to the one or more predetermined questions.

14. The system of claim 11, wherein selecting the one or more recommended interaction pages for the interaction site comprises:

obtaining a search query based on the one or more first values corresponding to the one or more of the first parameters; and

obtaining a plurality of interaction pages including the one or more recommended interaction pages based on the search query.

15. The system of claim 11, comprising:

transmitting, to the content provider system, instructions that, when executed, provide an interface for sharing the interaction flow document including the code for the interaction site specifying the second multi-step communication flow with another developer of a second, different content provider system.

16. A computer-implemented system comprising:

one or more processors and one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to perform operations comprising;

receiving instructions from an application builder system that, when executed, provide an interface for configuring an interaction site, the interaction site enabling communications between a user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel,

wherein the interaction site specifies a first multi-step communication flow between the user device and the communications system, and wherein the first multi-step communication flow is determined based on one or more interaction pages configurable by a developer of a content provider system through interactions with the interface to input values corresponding to parameters of the one or more interaction pages;

transmitting one or more first values corresponding to one or more of first parameters of an interaction page of the one or more interaction pages;

receiving instructions from the application builder system that, when executed, provide an interface for selecting any interaction page of one or more recommended interaction pages, wherein the one or more recommended interaction pages are obtained by the application builder system based on the one or more first values corresponding to the one or more of the first parameters;

transmitting data indicating a selection of a particular interaction page of the one or more recommended interaction pages;

receiving instructions from the application builder system that, when executed, provide an interface for configuring the particular interaction page, wherein the particular interaction page includes one or more second parameters;

transmitting one or more second values corresponding to the one or more of the second parameters of the particular interaction page; and

transmitting an instruction to generate an interaction flow document, the interaction flow document including code for the interaction site specifying a second multi-step communication flow, wherein the second multi-step communication flow between the user device and the communications system is determined by the application builder system based on (i) at least one of the values corresponding to the parameters associated with the first multi-step communication flow and (ii) the one or more second values corresponding to the one or more of the second parameters of the particular interaction page.

17. The system of claim 16, wherein receiving instructions that, when executed, provide an interface for configuring an interaction site comprises:

providing contextual data representing one or more design criteria;

receiving, from the application builder system, instructions that, when executed, provide an interface for selecting any interaction site of one or more recommended interaction sites; and

transmitting, to the application builder system, selection data indicating a selection of the interaction site of the one or more recommended interaction sites.

18. The system of claim 17, wherein providing contextual data representing one or more design criteria comprises:

receiving, from the application builder system, instructions that, when executed, provide an interface for presenting one or more predetermined questions and entering one or more answers corresponding to the one or more predetermined questions; and

transmitting, to the application builder system, data representing the one or more answers corresponding to the one or more predetermined questions, wherein the contextual data representing the one or more design criteria is determined by the application builder system based on the data representing the one or more answers corresponding to the one or more predetermined questions.

19. The system of claim 16, comprising:

receiving, from the application builder system, instructions that, when executed, provide an interface for sharing the interaction flow document including the code for the interaction site specifying the second multi-step communication flow with another developer of a second, different content provider system.

20. The system of claim 16, wherein the code of the interaction flow document includes XML scripts that correspond to pages of the interaction site.