Interaction using content

• US 9,363,375 B1
• Filed: 10/12/2011
• Issued: 06/07/2016
• 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): Patel, Hemant
• Application Number:
  US13/271,960
• Time in Patent Office: 1,700 Days
• Field of Search: 370259-271, 370351-357, 37926501-2661, 379 9001- 9301, 379 9312- 9325, 3791141-11413, 379/201.01, 37920201-20701, 379260-267, 379 671- 8828, 704270-278, 709201-207, 709217-248, 348 1401- 1416, 4554121-4262, 4554561-466, 4555501-560, 4555751-5759, 455 901- 903
• 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 using content, said method comprising:

responsive to a phone session between a first computer system and a second computer system over a voice channel, accessing a web response request comprising at least one attribute at said first computer system, wherein said web response request when executed by said first computer system initiates a communication session with a web server over a second data channel and is associated with a web response, and wherein said web response request originates at said second computer system in response to said phone session for purposes of initiating said communication session, and wherein said web response request is delivered from said second computer system to said first computer system over a first data channel; and

executing contemporaneously with said phone session said web response at said first computer system based on said at least one attribute, wherein said executing comprises downloading said content from said web server using said second data channel, and wherein said executing further comprises displaying said content on a display device of said first computer system.

2. The method of claim 1, wherein said web server and said second computer system are associated with an enterprise, and wherein said second computer system is associated with a call center of said enterprise.

3. The method of claim 1, wherein said executing is performed responsive to a communication of said web response request delivered from said second computer system to said first computer system via a third computer system, and wherein said request originates from said second computer system and is sent by said second computer system to said third computer system.

4. The method of claim 1, wherein said request is sent by said second computer system directly to said first computer system.

5. The method of claim 1, wherein said at least one attribute is determined by said second computer system based on a phone number associated with said first computer system.

6. The method of claim 1 further comprising:

performing an authentication between said first computer system and said web server.

7. The method of claim 1, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

8. The method of claim 1, further comprising:

accessing another request at said first computer system, wherein said another request is a request to launch an application on said first computer system; and

launching said at least one application on said first computer system.

9. The method of claim 1, further comprising:

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

10. A non-transitory computer-readable medium having computer-readable program code embodied therein for causing a computer system to perform a method of interacting using content, said method comprising:

responsive to a commencement of a phone session between a first computer system and a second computer system over a voice channel, accessing a web response request comprising at least one attribute at said first computer system, wherein said web response request when executed by said first computer system initiates a communication session with a web server over a second data channel and is associated with a web response, and wherein said web response request originates at said second computer system in response to said phone session for purposes of initiating said communication session, and wherein said web response request is delivered from said second computer system to said first computer system over a first data channel; and

executing said web response at said first computer system based on said at least one attribute, wherein said executing comprises downloading said content from said web server using said second data channel, and wherein said executing further comprises displaying said content on a display device of said first computer system.

11. The computer-readable medium of claim 10, wherein said web server and said second computer system are associated with an enterprise, and wherein said second computer system is associated with a call center of said enterprise.

12. The computer-readable medium of claim 10, wherein said executing is performed responsive to a communication of said web response request delivered from said second computer system to said first computer system via a third computer system, and wherein said request is sent by said second computer system to said third computer system.

13. The computer-readable medium of claim 10, wherein said request is sent by said second computer system directly to said first computer system.

14. The computer-readable medium of claim 10, wherein said at least one attribute is determined by said second computer system based on a phone number associated with said first computer system.

15. The computer-readable medium of claim 10 further comprising:

performing an authentication between said first computer system and said web server.

16. The computer-readable medium of claim 10, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

17. The computer-readable medium of claim 10 further comprising:

accessing another request at said first computer system, wherein said another request is a request to launch an application on said first computer system; and

launching said at least one application on said first computer system.

18. The computer-readable medium of claim 10 further comprising:

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

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 using content, said method comprising:

responsive to a commencement of a phone session between a first computer system and a second computer system over a voice channel, accessing a web response request comprising at least one attribute at said first computer system, wherein said web response request when executed by said first computer system initiates a communication session with a web server over a second data channel and is associated with a web response, and wherein said web response request originates at said second computer system in response to said phone session for purposes of initiating said communication session, and wherein said web response request is delivered from said second computer system to said first computer system over a first data channel; and

executing said web response at said first computer system based on said at least one attribute, wherein said executing comprises downloading said content from said web server using said second data channel, and wherein said executing further comprises displaying said content on a display device of said first computer system.

20. The system of claim 19, wherein said web server and said second computer system are associated with an enterprise, and wherein said second computer system is associated with a call center of said enterprise.

21. The system of claim 19, wherein said executing is performed responsive to a communication of said web response request delivered from said second computer system to said first computer system via a third computer system, and wherein said request is sent by said second computer system to said third computer system.

22. The system of claim 19, wherein said request is sent by said second computer system directly to said first computer system.

23. The system of claim 19, wherein said at least one attribute is determined by said second computer system based on a phone number associated with said first computer system.

24. The system of claim 19 further comprising:

performing an authentication between said first computer system and said web server.

25. The system of claim 19, wherein said phone session is associated with an interactive voice response session, and wherein said web response is executed contemporaneously with said interactive voice response session.

26. The system of claim 19 further comprising:

accessing another request at said first computer system, wherein said another request is a request to launch an application on said first computer system; and

launching said at least one application on said first computer system.

27. The system of claim 19 further comprising:

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