Interactive contact center menu traversal via text stream interaction
First Claim
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1. A method comprising:
- establishing, by a user device, an interactive session with a server device;
receiving, by the user device from the server device, a first text stream comprising a first contact center prompt, wherein the first contact center prompt is associated with a prompt menu identifier (ID) that identifies an associated predetermined prompt menu, wherein the associated predetermined prompt menu comprises a plurality of contact center actions;
scrolling a plurality of text components of the first text stream on a display over a first text stream presentation period of time, earlier text components presented earlier in time being replaced on the display with subsequent text components;
receiving, from a user, a first user input in response to the first text stream and representing a user selection of a response to the first contact center prompt, the response selected by the user being from a plurality of responses comprising at least an accept response and a reject response related to the first contact center prompt, wherein receiving the first user input comprises analyzing an eye of the user while concurrently scrolling the text components on the display and detecting, based on analyzing the eye of the user, the first user input; and
communicating the first user input to the server device.
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Abstract
Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.
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12 Claims
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1. A method comprising:
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establishing, by a user device, an interactive session with a server device; receiving, by the user device from the server device, a first text stream comprising a first contact center prompt, wherein the first contact center prompt is associated with a prompt menu identifier (ID) that identifies an associated predetermined prompt menu, wherein the associated predetermined prompt menu comprises a plurality of contact center actions; scrolling a plurality of text components of the first text stream on a display over a first text stream presentation period of time, earlier text components presented earlier in time being replaced on the display with subsequent text components; receiving, from a user, a first user input in response to the first text stream and representing a user selection of a response to the first contact center prompt, the response selected by the user being from a plurality of responses comprising at least an accept response and a reject response related to the first contact center prompt, wherein receiving the first user input comprises analyzing an eye of the user while concurrently scrolling the text components on the display and detecting, based on analyzing the eye of the user, the first user input; and communicating the first user input to the server device. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A user device, comprising:
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a display; a communication interface configured to communicate with a network; and a controller coupled to the communication interface and configured to; establish an interactive session with a server device; receive, from the server device, a first text stream comprising a first contact center prompt, wherein the first contact center prompt is associated with a prompt menu identifier (ID) that identifies an associated predetermined prompt menu, wherein the associated predetermined prompt menu comprises a plurality of contact center actions; scroll a plurality of text components of the first text stream on the display over a first text stream presentation period of time, earlier text components presented earlier in time being replaced on the display with subsequent text components; receive, from a user, a first user input in response to the first text stream and representing a user selection of a response to the first contact center prompt, the response selected by the user being from a plurality of responses comprising at least an accept response and a reject response related to the first contact center prompt, wherein receiving the first user input comprises analyzing an eye of the user while concurrently scrolling the text components on the display and detecting, based on analyzing the eye of the user, the first user input; and communicate the first user input to the server device. - View Dependent Claims (9, 10, 11, 12)
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Specification