Method for interacting with a multimedia presentation served by an interactive response unit

• US 9,955,008 B2
• Filed: 11/15/2010
• Issued: 04/24/2018
• Est. Priority Date: 11/15/2010
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Chang, Yi
• Primary Examiner(s): Chow, Doon
• Assistant Examiner(s): NGUYEN, LE V
• Application Number:
  US12/946,085
• Publication Number:
  US 20120124476A1
• Time in Patent Office: 2,717 Days
• Field of Search: 715760, 715804, 715708
• CPC Class Codes: G06F 9/06 using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A system for interacting with a multimedia presentation includes one or more machine-readable codes embedded in a plurality of sequential frames or in individual slides of a multimedia presentation, the frames or slides defining at least one interactive portion of a larger multimedia presentation, a touch-screen driver extension resident on a digital medium and transferable over a network to the digital medium of a touch-screen operated multi-media device, the extension enabling interpretation at the multimedia-enabled interactive response unit of touch-screen taps input during play of the multimedia presentation, and a set of machine instructions resident on a digital medium coupled to or accessible to a multimedia-enabled interactive response system, the machine instructions executable by physical interaction with the one or more of the machine-readable codes in the multimedia presentation to serve one or more additional multimedia presentations to the touch-screen multimedia device.

Claims

1. A system for providing interactive multimedia content to display devices comprising:

a processor;

a memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to;

send a first multimedia presentation over a data communications network, the first multimedia presentation including assistance information associated with a product or service and having a first segment corresponding to a feature of the product or service and associated with a first metadata tag and a second segment associated with no metadata tags, where the first metadata tag identifies a second multimedia presentation that includes more detailed assistance information relating to the feature of the product or service to which the first segment corresponds;

detect user selection, by a first user, of the first segment of the first multimedia presentation based on identifying a time of the user selection after start of playback of the first multimedia presentation;

retrieve the first metadata tag in response to detecting the user selection of the first segment;

identify the second multimedia presentation identified by the first metadata tag;

transmit the second multimedia presentation identified by the first metadata tag to a display device associated with the first user;

detect user selection, by the first user, of the second segment of the first multimedia presentation;

determine that the selected second segment is associated with no metadata tags;

in response to determining the selected second segment is associated with no metadata tags, generate an order for creating additional multimedia material corresponding to the selected second segment;

after generating the order, send the first multimedia presentation over the data communications network with the second segment being associated with a second metadata tag;

detect user selection, by a second user, of the second segment of the first multimedia presentation;

retrieve the second metadata tag in response to the user selection of the second segment of the first multimedia presentation by the second user; and

transmit a third multimedia presentation identified by the second metadata tag to a display device associated with the second user for display thereby.

2. The system of claim 1, wherein the first and second multimedia presentations are sent over at least one of a telephone network via an interactive voice response unit, and an internet network via a website.

3. The system of claim 1, further comprising a multimedia repository configured to store the first and second multimedia presentations.

4. The system of claim 1, wherein the instructions further cause the processor to replace the playback of the first multimedia presentation with playback of the second multimedia presentation.

5. The system of claim 4, wherein the second multimedia presentation comprises a third metadata tag configured to resume the playback of the first multimedia presentation in response to user interaction with a segment of the second multimedia presentation associated with the third metadata tag.

6. The system of claim 1, wherein the tag is associated with a plurality of segments of the first multimedia presentation.

7. The system of claim 1, wherein, in response to the user selection with a segment not associated with the tag, the instructions further cause the processor to record the user selection.

8. The system of claim 1, wherein the first multimedia presentation is a video presentation, and the segment is associated with a particular video frame of the video presentation.

9. The system of claim 8, wherein the tag associated with the segment of the first multimedia presentation is embedded in the particular video frame of the first multimedia presentation.

10. The system of claim 1, wherein the instructions further cause the processor to determine whether the tag includes a tag level indicator, wherein the tag level indicator dictates whether there are a plurality of multimedia presentations associated with the tag.

11. The system of claim 10, wherein the instructions further cause the processor to send a menu to the display device associated with the first user in response to detecting the tag level indicator, wherein the menu comprises links to the plurality of multimedia presentations.

12. The system of claim 11, wherein the second multimedia presentation is one of the plurality of multimedia presentations, the second multimedia presentation being selectable via the menu.

13. The system of claim 1, wherein the multimedia presentation is a video having a plurality of video frames, and user selection of the first segment occurs over the plurality of video frames, wherein the instructions further cause the processor to:

in response to the user selection over the plurality of video frames, identify a plurality of segments of the first multimedia presentation and identify a plurality of tags associated with the plurality of segments.

14. The system of claim 1, wherein the tag is associated with a particular product displayed in the multimedia presentation, wherein the instructions further cause the processor to:

visually display the tag on a display monitor whenever the particular product is displayed in the multimedia presentation.

15. A method for providing interactive multimedia content to display devices comprising:

sending, by a processor, a first multimedia presentation over a data communications network, the first multimedia presentation including assistance information associated with a product or service and having a first segment corresponding to a feature of the product or service and associated with a first metadata tag and a second segment associated with no metadata tags, where the first metadata tag identifies a second multimedia presentation that includes more detailed assistance information relating to the feature of the product or service to which the first segment corresponds;

detecting, by the processor, user selection, by a first user, of the first segment of the first multimedia presentation based on identifying a time of the user selection after start of playback of the first multimedia presentation;

retrieving, by the processor, the first metadata tag in response to detecting the user selection of the first segment;

identifying, by the processor, the second multimedia presentation identified by the first metadata tag;

transmitting, by the processor, the second multimedia presentation identified by the first metadata tag to a display device associated with the first user;

detecting, by the processor, user selection, by the first user, of the second segment of the first multimedia presentation;

determining, by the processor, that the selected second segment is associated with no metadata tags;

in response to determining the selected second segment is associated with no metadata tags, generating, by the processor, an order for creating additional multimedia material corresponding to the selected second segment;

after generating the order, sending, by the processor, the first multimedia presentation over the data communications network with the second segment being associated with a second metadata tag;

detecting, by the processor, user selection, by a second user, of the second segment of the first multimedia presentation;

retrieving, by the processor, the second metadata tag in response to the user selection of the second segment of the first multimedia presentation by the second user; and

transmitting, by the processor, a third multimedia presentation identified by the second metadata tag to a display device associated with the second user for display thereby.

16. The method of claim 15, wherein the first and second multimedia presentations are sent over at least one of a telephone network via an interactive voice response and an internet network via a website.

17. The method of claim 15, wherein the first and second multimedia presentations are stored on a multimedia repository.

18. The method of claim 15 further comprising replacing, by the processor, the playback of the first multimedia presentation with playback of the second multimedia presentation.

19. The method of claim 18, wherein the second multimedia presentation comprises a second tag configured to resume the playback of the first multimedia presentation in response to user interaction with a segment of the second multimedia presentation associated with the second tag.

20. The method of claim 15, wherein the tag is associated with a plurality of segments of the first multimedia presentation.

21. The method of claim 15 further comprising, in response to the user selection with a segment not associated with the tag, recording the user selection by the processor.

22. The method of claim 15, wherein the first multimedia presentation is a video presentation, and the segment is associated with a particular video frame of the video presentation.