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 position in the defined processing sequence;
- and
- providing a second text stream comprising a user-specific contact center prompt next in the defined processing sequence to the user device.
A server device, comprising:
- 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 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 position in the defined processing sequence;
- and
- provide a second text stream comprising a user-specific contact center prompt next in the defined processing sequence to the user device.
Dependencies are inferred from the claim text.