Interactive contact center menu traversal via text stream interaction
AssigneeAvaya Inc.
InventorsJohn H. Yoakum, Tony McCormack
Life of this patent
Estimating the term…
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.
Claims20
A method, comprising:
- establishing, by a server device, an interactive session with a user device;
- accessing a user profile associated with the user device;
- providing a first text stream comprising a predetermined contact center prompt to the user device;
- receiving, from the user device, a first user input;
- based on the first user input and the user profile, dynamically generating a user-specific prompt menu comprising a plurality of user-specific contact center prompts in a defined processing sequence, wherein the user-specific prompt menu is associated with a prompt menu identifier (ID) that uniquely identifies the user-specific prompt menu and a processing sequence identifier (ID) that identifies a current position in the defined processing sequence of the user-specific prompt menu, and wherein as each contact center action is processed, the processing sequence identifier is set to a most recently processed contact center action;
- and
- providing a second text stream comprising a user-specific contact center prompt next in the defined processing sequence to the user device, wherein the prompt menu ID and the processing sequence ID are provided to the user device in conjunction with the second text stream.
A server device, comprising:
- a communication interface configured to communicate with a network;
- and
- a central processing unit coupled to the communication interface and configured to:
- establish an interactive session with a user device;
- access a user profile associated with the user device;
- provide a first text stream comprising a predetermined contact center prompt to the user device;
- receive, from the user device, a first user input;
- based on the first user input and the user profile, dynamically generate a user-specific prompt menu comprising a plurality of user-specific contact center prompts in a defined processing sequence, wherein the user-specific prompt menu is associated with a prompt menu identifier (ID) that uniquely identifies the user-specific prompt menu and a processing sequence identifier that identifies a current position in the defined processing sequence of the user-specific prompt menu, and wherein as each contact center action is processed, the processing sequence identifier is set to a most recently processed contact center action;
- and
- provide a second text stream comprising a user-specific contact center prompt next in the defined processing sequence to the user device, wherein the prompt menu ID and the processing sequence ID are provided to the user device in conjunction with the second text stream.
Dependencies are inferred from the claim text.