Graphical interactive visual response system and method

• US 9,794,390 B2
• Filed: 07/21/2014
• Issued: 10/17/2017
• Est. Priority Date: 08/09/2011
• Status: Active Grant

• Current Assignee: Asurion, LLC (NEW Asurion Corporation)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bi, Haifeng, Bi, Xiaolian
• Primary Examiner(s): Donaghue, Larry
• Application Number:
  US14/336,042
• Publication Number:
  US 20140331177A1
• Time in Patent Office: 1,184 Days
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• 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: H04W 72/04 Wireless resource allocation

Abstract

A communications system and method is provided for facilitating access to a service center resource. A request is received from a mobile device of a user to access a service center associated with a destination specific application on the mobile device. The request includes information entered by the user and associated with the request. An identification of a service center resource of the service center that matches needs of the user based upon the information entered by the user and a determination of an availability of the service center resource is made. A first communication is launched to a communications address associated with the mobile device and a second communication is launched to a communications address associated with the service center resource. The first communication and the second communication are bridged.

Claims

1. A method of facilitating access to a service center resource, comprising:

receiving a request from a mobile device of a user to access a service center associated with a destination specific application that resides on the mobile device that allows the user to interact with the destination specific application and the destination specific application to interact with the user before a communication based upon the request is initiated, the request including information entered by the user and associated with the request;

identifying, with a processor, a service center resource of the service center that matches needs of the user based upon the information entered by the user;

determining an availability of the service center resource;

sending status information to the mobile device;

launching a first communication to a communications address associated with the mobile device;

launching a second communication to a communications address associated with the service center resource; and

bridging the first communication and the second communication, wherein a connection is established between the communications address associated with the mobile device and the communications address associated with the service center resource.

2. The method of claim 1, further comprising queueing the request and waiting for an available service center resource when it is determined that an identified service center resource is unavailable.

3. The method of claim 1, wherein the status information includes an approximate wait time as to an availability of an unavailable service center resource.

4. The method of claim 1, wherein the determining the availability of the service center resource comprises repeatedly checking the availability of the service center resource.

5. The method of claim 1, wherein the information entered by the user includes a response to a menu of possible selections.

6. The method of claim 1, wherein the receiving the request is initiated in response to a selection of a graphical user interface icon associated with the service center.

7. The method of claim 1, wherein the receiving the request is initiated in response to a selection of a graphical user interface icon associated with the destination specific application installed on the mobile device.

8. The method of claim 1, further comprising receiving a selection from the user associated with a handling of the request when the service center resource is unavailable.

9. The method of claim 1, further comprising receiving the request in a language selected by the user.

10. The method of claim 1, further comprising sending a message to the mobile device that a communication to the service center resource is being established.

11. A non-transitory computer readable storage medium encoded with an executable computer program that facilitates access to a service center resource and that, when executed by a processor, causes the processor to perform operations comprising:

receiving a request from a mobile device of a user to access a service center associated with a destination specific application that resides on the mobile device that allows the user to interact with the destination specific application and the destination specific application to interact with the user before a communication based upon the request is initiated, the request including information entered by the user and associated with the request;

identifying a service center resource of the service center that matches needs of the user based upon the information entered by the user;

determining an availability of the service center resource;

sending status information to the mobile device;

launching a first communication to a communications address associated with the mobile device;

launching a second communication to a communications address associated with the service center resource; and

bridging the first communication and the second communication, wherein a connection is established between the communications address associated with the mobile device and the communications address associated with the service center resource.

12. The non-transitory computer readable storage medium of claim 11, further comprising queueing the request and waiting for an available service center resource when it is determined that an identified service center resource is unavailable.

13. The non-transitory computer readable storage medium of claim 11, wherein the status information includes an approximate wait time as to an availability of an unavailable service center resource.

14. The non-transitory computer readable storage medium of claim 11, wherein the determining the availability of the service center resource comprises repeatedly checking the availability of the service center resource.

15. The non-transitory computer readable storage medium of claim 11, wherein the information entered by the user includes a response to a menu of possible selections.

16. The non-transitory computer readable storage medium of claim 11, wherein the receiving the request is initiated in response to a selection of a graphical user interface icon associated with the service center.

17. The non-transitory computer readable storage medium of claim 11, wherein the receiving the request is initiated in response to a selection of a graphical user interface icon associated with the destination specific application installed on the mobile device.

18. The non-transitory computer readable storage medium of claim 11, further comprising receiving a selection from the user associated with a handling of the request when the service center resource is unavailable.

19. The non-transitory computer readable storage medium of claim 11, further comprising receiving the request in a language selected by the user.

20. A computer comprising:

a memory that stores executable instructions;

a processor that executes the executable instructions;

wherein the computer receives a request from a mobile device of a user to access a service center associated with a destination specific application that resides on the mobile device that allows the user to interact with the destination specific application and the destination specific application to interact with the user before a communication based upon the request is initiated, the request including information entered by the user and associated with the request, identifies a service center resource of the service center that matches needs of the user based upon the information entered by the user, determines an availability of the service center resource, sends status information to the mobile device, launches a first communication to a communications address associated with the mobile device, launches a second communication to a communications address associated with the resource, and bridges the first communication and the second communication, wherein a connection is established between the communications address associated with the mobile device and the communications address associated with the service center resource.