US 10,951,758 B2Granted

Method and system for remote interaction between at least one operator and at least one user

AssigneeInventia S.R.L.

InventorsAndrea Cinelli, Antonio Minosi, Alberto Garoffolo

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Abstract

It is disclosed a method for remote interaction between an operator and a user, comprising the following steps: a) configuring, on a user's electronic device, a list of interaction processes; b) bidirectionally connecting the user's electronic device to the operator's electronic device; c) exchanging text messages between the operator's electronic device and the user's electronic device; d) configuring in real-time the user's electronic device to execute a step of an interaction process; e) configuring in real-time the operator's electronic device to execute said step of the selected interaction process; f) verifying whether the step of the selected interaction process has been executed; g) in case of a positive verification, approving the step of the selected interaction process and repeating d), e), f), g); h) in case of a negative verification, waiting for execution of the step of the selected interaction process and returning to f).

Claims18

Dependent claims

A method implemented using at least one computer for remote interaction between at least one operator and at least one user, the method comprising the steps of:

a) configuring, on a user's electronic device, a list of interaction processes, wherein each one of said interaction processes is implemented by a defined sequence of a plurality of steps executed during an interaction between the user's electronic device and an operator's electronic device through a data communication channel of a telecommunications network, wherein said sequence of a plurality of steps is defined in advance and wherein a number and an order of the plurality of steps are defined in advance;
b) bidirectionally connecting the user's electronic device to the operator's electronic device through said data communication channel through the telecommunications network;
c) exchanging text messages between the operator's electronic device and the user's electronic device by an online chat and/or exchanging audio or audio/video messages by an online audio or audio/video chat, wherein the text and/or audio or audio/video messages are carried through said telecommunications network;
d) configuring, in real-time, the user's electronic device to execute a step of an interaction process selected from said list of interaction processes;
e) configuring, in real-time, the operator's electronic device to execute said step of the selected interaction process;
f) verifying whether the step of the selected interaction process has been executed by the user's electronic device;
g) in a case of a positive verification, approving the step of the selected interaction process and repeating steps d), e), f), g) for at least one further step of the selected interaction process;
h) in a case of a negative verification, waiting for execution of the step of the selected interaction process and returning to step f).

5 more elements

An electronic system for interaction between at least one operator and at least one remote user, the system comprising:

an operator's electronic device controlled by an operator;
a user's electronic device controlled by a remote user;
a telecommunications network configured to bidirectionally connect the user's electronic device to the operator's electronic device by a data communication channel;
a memory to store a list of interaction processes, wherein each one of said interaction processes is implemented by a defined sequence of a plurality of steps executed during the interaction between the user's electronic device and the operator's electronic device through the data communication channel of the telecommunications network, wherein said sequence of a plurality of steps is defined in advance and wherein a number and an order of the plurality of steps are defined in advance;
wherein the operator's electronic device and the user's electronic device are configured to exchange text messages by an online chat and/or to exchange audio or audio/video messages by an online audio or audio/video chat, wherein the text and/or audio or audio/video messages are carried through said telecommunications network,
wherein the user's electronic device is configured to:
configure itself in real time to execute a step of an interaction process selected from said list of interaction processes;
and wherein the operator's electronic device is configured to:
configure itself in real time to execute said step of the selected interaction process;
verify whether the step of the selected interaction process has been executed by means of the user's electronic device;
in a case of a positive verification, approve said step of the selected interaction process and repeat said configuration and verification for at least one further step of the selected interaction process;
in a case of a negative verification, wait for execution of said step of the interaction process and repeat said verification.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/489,223Filed 26 Feb 2018
Priority: IT 10201700002207327 Feb 2017
Published: US 2020/0007689 A12 Jan 2020
Granted: 16 Mar 2021
Term ends: Not estimatedThe source records don’t support an estimate.

Classification7 codes

H04M 3/5141
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: details of processing…
H04L 67/133
Protocols: protocols for remote procedure calls [RPC]
H04L 67/34
Network arrangements or protocols for supporting network services or applications: involving the movement of software or configuration parameters
H04M 7/0027
Services and arrangements where telephone services are combined with data services: collaboration services where a computer is used for data…