Method and apparatus for an automated caller interaction system

• US 6,430,285 B1
• Filed: 12/15/1998
• Issued: 08/06/2002
• Est. Priority Date: 12/15/1998
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Gimourginas, Cory, Bauer, Thomas M., Munson, Gary A.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/210,685
• Time in Patent Office: 1,330 Days
• Field of Search: 379/258, 379/265, 379/266, 379/210, 379/211, 379/212, 379/223, 379/93.12
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

The invention provides an automated caller interaction system that interacts with an operator service system via both a telephone network and a data network. When a call is received, the service provider device interacts with the caller to receive information until the service provider determines that operator assistance is required. When an operator is required, the service provider device generates an operator request and sends the request to an operator service system through the telephone network. The operator service system identifies an available operator and the available operator is connected via a voice connection to the calling party through a bridge provided by the service provider device. The operator interacts with the caller, obtains any needed information, and provides such information to the service provider device via the data network. The operator disengages with the caller when the operator assistance is no longer needed and the service provider device resumes control of the interaction with the caller and completes the call.

Claims

1. A method for a communication device to interact with a caller over a telephone network, comprising:

transmitting an operator request via an interoffice common channel signaling system to an operator service system if it is determined that the caller requires assistance; and

bridging an operator to interact with the caller over the telephone network.

2. The method of claim 1, wherein the operator request includes information that identifies:

a source of the operator request; and

an indication of data that needs to be obtained from the caller.

3. The method of claim 2, wherein the operator request further includes additional information that identifies one of data or programs to prime the operator.

4. The method of claim 2, wherein the operator service system identifies one of a plurality of operators as the operator and retrieves operator priming information from a database based on the operator request.

5. The method of claim 1, wherein the bridging step comprises:

waiting either for a signal from the operator or for a predetermined amount of time; and

connecting the operator to the caller after either the signal from the operator is received or the predetermined of time is expired.

6. The method of claim 1, further comprising:

remaining connected to the caller while the operator is bridged to the caller; and

resuming interaction with the caller when the operator disengages with the caller.

7. The method of claim 1, wherein the delivering step comprises:

receiving the data from the operator via the data network;

validating the data; and

sending a message to the operator if the data is determined to be invalid, the message requesting the operator to verify correctness of the data.

8. The method of claim 7, further comprising sending instructions and/or data to the operator via the data network to further the interaction with the caller.

9. The method of claim 1, wherein the interaction with the caller is performed by instructing a switch or a peripheral device of the telephone network, and the bridging step is performed by the switch or the peripheral device of the telephone network system.

10. A method for providing operator backup to an automated caller interaction system, comprising:

providing the automated caller interaction system to interact with a caller;

transmitting an operator request via an interoffice common channel signaling system;

coupling the automated caller interaction system with an operator service system via a telephone network; and

coupling the automated caller interaction system with a plurality of operators of the operator service system via a data network.

11. The method of claim 10, further comprising:

providing a database in the operator service system, the database including information corresponding to operator requests received from the automated caller interaction system; and

providing operator stations associated with the operators, the operator stations receiving data from the database that corresponds to the operator requests.

12. The method of claim 11, further comprising:

coupling the operations over a local area network;

coupling the local area network with the data network, the operators communicating with the automated caller interaction system via the local area network and the data network and communicating with callers over the telephone network.

13. The method of claim 12, further comprising:

providing a server on the local area network; and

providing a database for the server, the database containing information for priming the operators.

14. A device that interacts with a caller over a telephone network, comprising:

a telephone network interface;

a data network interface; and

a controller coupled to the telephone network interface and the data network interface, the controller transmitting an operator request via an interoffice common channel signaling system to an operator service system if it is determined that operator assistance is required, and bridging an operator with the caller over the telephone network via the telephone network interface.

15. The device of claim 14, wherein the operator request includes information that identifies:

a source of the operator request; and

an indication of data that needs to be obtained from the caller.

16. The device of claim 15, wherein the operator request further includes additional information that identifies one of data or programs to prime the operator.

17. The device of claim 15, wherein the operator service system identifies one of a plurality of operators as the operator and retrieves operator priming information from a database based on the operator request.

18. The device of claim 14, wherein the controller waits either for a signal from the operator or for a predetermined amount of time, and connects the operator to the caller after either the signal from the operator is received or the predetermined of time is expired.

19. The device of claim 14, wherein the controller remains connected to the caller while the operator is bridged to the caller, and resumes interaction with the caller when the operator disengages with the caller.

20. The device of claim 14, wherein the controller receives the data from the operator via the data network, validates the data, and sends a message to the operator if the data is determined to be invalid, the message requesting the operator to verify correctness of the data.