Method and system for providing interactive data exchange between an interactive platform and a caller

For use with an interactive platform coupled to a public switched telephone network that provides access to the interactive platform via an incoming telephone line, and has a call transfer feature, a method for providing interactive data exchange between a caller accessing the interactive platform and at least one operator associated with the interactive platform and coupled to the public switched telephone network, the method comprising:

• providing interactive data exchange between the interactive platform and the caller;
• storing an interactive data exchange record representing the interactive data exchange between the caller and the interactive platform;
• in response to the caller requesting assistance from the operator, providing a first switchhook flash on the incoming telephone line utilizing the call transfer feature of the public switched telephone network so as to place the caller on hold and obtain a dial tone;
• utilizing the dial tone to connect the caller with the at least one operator while maintaining the connection between the caller and the interactive platform;
• providing the at least one operator with at least a portion of the interactive data exchange record so as to assist the at least one operator in instructing the caller;
• determining a length of time the caller interacts with the at least one operator;
• comparing the length of time with a predetermined time limit;
• and disconnecting the caller from the interactive platform if the length of time exceeds the predetermined time limit.

For use with an interactive platform coupled to a public switched telephone network having a call transfer feature, a system for providing interactive data exchange between a caller and at least one operator associated with the interactive platform and coupled to the public switched telephone network, the system comprising:

• the public switched telephone network for providing access to the interactive platform on an incoming telephone line;
• and
• the interactive platform including:
• means for providing interactive data exchange with the caller;
• means for storing an interactive data exchange record representing the interactive data exchange between the caller and the interactive platform;
• means for providing a first switchhook flash on the incoming telephone line in response to the caller requesting operator assistance so as to place the caller on hold and obtain a dial tone and for connecting the caller with the at least one operator while maintaining the connection between the caller and the interactive platform;
• means for providing the at least one operator with at least a portion of the interactive data exchange record so as to assist the operator in instructing the caller;
• means for determining a length of time the caller interacts with the at least one operator;
• means for comparing the length of time with a predetermined time limit;
• and
• means for disconnecting the caller from the interactive platform if the length of time exceeds the predetermined time limit.

A system for providing interactive data exchange between an interactive platform, a caller and at least one operator associated with the interactive platform, the system comprising:

• a public switched telephone network having a call transfer feature, the public switched telephone network for connecting the caller to the interactive platform and for utilizing the call transfer feature for connecting the caller to the at least one operator in response to an operator assistance signal while maintaining the connection between the caller and the interactive platform;
• the interactive platform operatively connected to the public switched telephone network for responding to a plurality of telephone signals received from the caller and for facilitating interactive data exchange with the caller by providing audio output signals to the caller in response to the plurality of telephone signals, the interactive platform further for storing an interactive data exchange record representing the interactive data exchange between the caller and the interactive platform and for generating the operator assistance signal in response to the caller requesting assistance from the operator;
• and
• the at least one operator operatively connected to the public switched telephone network for transmitting and receiving telephone signals to and from the caller and for receiving at least a portion of the interactive data exchange record stored by the interactive platform in response to the operator assistance signal.