Multi-channel delivery platform
First Claim
1. 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, to a content provider device, instructions that when executed, provide a development interface for generating an interaction flow document, the interaction flow document including code for an interaction site that enables communications between a user device and a multi-channel communications system over any one of multiple communications channels including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the multi-channel communications system and is associated with one or more interaction pages, the one or more interaction pages being configured by a user of the content provider device through interactions with the development interface to include values for generic parameters and values for channel-specific parameters, the generic parameters being associated with communications between the user device and the multi-channel communications system independent of which channel of the multiple communications channels is used, and the channel-specific parameters being associated with communications between the user device and the multi-channel communications system specific to one of the multiple communications channels;
receiving, from the content provider device, one or more generic values corresponding to one or more of the generic parameters;
receiving, from the content provider device, one or more channel-specific values corresponding to one or more of the channel-specific parameters; and
generating an interaction flow document for the interaction site based on the received one or more generic values and the received one or more channel-specific values.
3 Assignments
0 Petitions
Accused Products
Abstract
A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
71 Citations
20 Claims
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1. A computer-implemented system comprising:
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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, to a content provider device, instructions that when executed, provide a development interface for generating an interaction flow document, the interaction flow document including code for an interaction site that enables communications between a user device and a multi-channel communications system over any one of multiple communications channels including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the multi-channel communications system and is associated with one or more interaction pages, the one or more interaction pages being configured by a user of the content provider device through interactions with the development interface to include values for generic parameters and values for channel-specific parameters, the generic parameters being associated with communications between the user device and the multi-channel communications system independent of which channel of the multiple communications channels is used, and the channel-specific parameters being associated with communications between the user device and the multi-channel communications system specific to one of the multiple communications channels; receiving, from the content provider device, one or more generic values corresponding to one or more of the generic parameters; receiving, from the content provider device, one or more channel-specific values corresponding to one or more of the channel-specific parameters; and generating an interaction flow document for the interaction site based on the received one or more generic values and the received one or more channel-specific values. - View Dependent Claims (2, 3, 4, 5)
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6. A non-transitory computer-readable medium storing instructions that when executed by one or more processors, cause the one or more processors to perform operations comprising:
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transmitting, to a content provider device, instructions that when executed, provide a development interface for generating an interaction flow document, the interaction flow document including code for an interaction site that enables communications between a user device and a multi-channel communications system over any one of multiple communications channels including an interactive voice response (IVR) channel, wherein the interaction site specifies a multi-step communication flow between the user device and the multi-channel communications system and is associated with one or more interaction pages, the one or more interaction pages being configured by a user of the content provider device through interactions with the development interface to include values for generic parameters and values for channel-specific parameters, the generic parameters being associated with communications between the user device and the multi-channel communications system independent of which channel of the multiple communications channels is used, and the channel-specific parameters being associated with communications between the user device and the multi-channel communications system specific to one of the multiple communications channels; receiving, from the content provider device, one or more generic values corresponding to one or more of the generic parameters; receiving, from the content provider device, one or more channel-specific values corresponding to one or more of the channel-specific parameters; and generating an interaction flow document for the interaction site based on the received one or more generic values and the received one or more channel-specific values. - View Dependent Claims (7, 8, 9, 10, 11)
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12. A computer-implemented method, comprising:
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receiving, by a processor, a request to execute an interaction site; accessing an interaction flow document for the interaction site, the interaction flow document including code for initiating the interaction site between a user device and a multi-channel communications system to enable the user device to communicate with the multi-channel communications system using any one of multiple different communications channels including an interactive voice response (IVR) channel; identifying, by the processor, a communications channel used by the user device to contact the multi-channel communications system; and based on the identified communications channel, translating, by the processor, the code of the interaction flow document to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the identified communications channel. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification