Interactive display response system

• US 9,456,324 B2
• Filed: 07/13/2015
• Issued: 09/27/2016
• Est. Priority Date: 07/07/2009
• Status: Active Grant

• Current Assignee: CallVU Ltd.
• Original Assignee: CallVU Ltd.
• Inventors: Rotsztein, Doron, Faran, Ran
• Primary Examiner(s): Trinh, Sonny
• Application Number:
  US14/797,522
• Publication Number:
  US 20150319306A1
• Time in Patent Office: 442 Days
• Field of Search: 455/403, 455/412.1, 455/412.2, 379/88.17, 379/88.18, 379/265.09
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/251 where a voice mode or a visual mode can be used interchangeably
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/60 Subscription-based services using application servers or record carriers, e.g. SIM application toolkits

Abstract

An interactive display response (IDR) system is provided. The IDR system includes an interactive display server (IDS) for communicating display requests from a call center to a plurality of mobile devices attempting to establish a connection with the call center, wherein the IDS is further configured to transfer the graphical displays to an interactive display agent (IDA) executed on a remote server and accessible by each mobile device of the plurality mobile devices having an established connection with the IDS.

Claims

1. An interactive display response (IDR) system, comprising:

a unified display response (UDR) engine for generating graphical displays based on display requests;

an interactive display server (IDS) for communicating display requests from a call center to a plurality of mobile devices attempting to establish a connection with the call center, wherein the IDS is further configured to transfer the graphical displays to an interactive display agent (IDA) executed on a remote server and accessible by each mobile device of the plurality mobile devices having an established connection with the IDS.

2. The system of claim 1, wherein the display requests are generated based on at least one call flow implemented by the call center.

3. The system of claim 2, wherein the at least one call flow includes any one of:

a pre-call flow, an in-call flow, and a post-call flow.

4. The system of claim 1, wherein the call center is subscribed to provide IDR services.

5. The system of claim 1, wherein the connection with the call center is established over a data session.

6. The system of claim 5, wherein the data session is established by the IDA dialing the call center via a cellular network and connecting to the IDS via an Internet Protocol (IP) network.

7. The system of claim 6, wherein the data session is established prior to a call made by a user to the call center, during the call with the call center, after the call with the call center, or instead of the call with the call center.

8. The system of claim 1, wherein the UDR is further configured to:

receive a selection of a control from the IDA; and

generate a new graphic display responsive to the selection of the control.

9. The system of claim 8, wherein the UDR is further configured to:

buffer received selections prior to transmitting the selection to the IDS.

10. The system of claim 9, wherein the buffered selections are transmitted to the call center through the IDS over a data session.

11. The system of claim 9, wherein the buffered selections are transmitted to the call center through the IDS using dual-tone multi-frequency (DTMF) signaling.

12. The system of claim 1, wherein the IDA is further configured to receive messages in a format of at least one of:

a short message service (SMS) message, an email message, a multimedia messaging service (MMS) message, an image, a video clip, a web-page, a form, and an audio clip.

13. The system of claim 1, further comprises:

a database connected to the IDS.

14. The system of claim 13, wherein the IDS acts as a registrar for the plurality of mobile devices, wherein each of the plurality of mobile devices establishing a connection to the IDA is saved in the database.

15. The system of claim 13, wherein the IDS is further configured to generate reports based on data maintained in the database, wherein each report includes at least one of:

messages exchanged with the call center, date and time of a submission of the call center, and feedback received from a user.