System and method for on hold caller-controlled activities and entertainment

The present disclosure provides a system and method configured to provide a caller with selectable activities and entertainment when the caller is on-hold. The system and method establishes a connection between a caller and a receiving system, wherein the receiving system is configured to access a plurality of entertainment sources utilizing a selectable link. The receiving system can determine a caller's selection and retrieve the selection from an entertainment provider that stores the selection. The caller can select an entertainment category from a plurality of entertainment categories and select specific audible selections within the categories to be played to the caller. The system and method can provide a menu driven interaction and respond to voice commands and touchtone input to provide the selected entertainment from specific artists, games, and entertainers.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to telephone communications and more particularly to on-hold activities and entertainment for a caller during a telephone call.

BACKGROUND

Millions of telephone calls are made to call centers and to individuals conducting business during every business hour. Often, when a telephone call is made the individual, agent or service desired by the caller is temporarily unavailable. When this occurs, a caller is typically put “on-hold.” When a customer is on-hold some telephone answering systems play advertisements, others play “elevator” music while others repeatedly provide a message such as “Please hold” . . . . “Please hold” on and on for the entire time that a caller is on hold.

DETAILED DESCRIPTION OF THE DRAWINGS

The present disclosure provides a system and method configured to provide a caller with selectable activities and entertainment types when the caller is on-hold. The system and method establishes a connection between a caller and a receiving system, wherein the receiving system is configured to access a plurality of entertainment sources utilizing a selectable link. The receiving system can determine a caller's selection and retrieve the selection from an entertainment provider that stores the selection. The caller can select an entertainment type from a plurality of entertainment categories and select specific audible selections within the categories to be played to the caller. The system and method can provide a menu driven interaction and respond to voice commands and touchtone input to provide the selected entertainment from specific artists, games, and entertainers.

In practice, caller satisfaction may be increased and the perceived on-hold time duration may be reduced if a caller enjoys what they are listening to while on hold. As call centers cut costs and reduce employee counts, a customer may be on hold for several minutes before an agent or a system becomes available. When callers are required to listen to a repetitive “Please Hold” for several minutes or endure music that the caller does not enjoy, the caller can become annoyed and frustrated leading to abandon calls and reduced customer satisfaction. Most call centers handle huge volumes of calls and, even if a small percentage of calls are abandoned, the cost associated with abandoned calls can be significant.

Referring toFIG. 1, an illustrated communication system100that includes an on-hold caller interface108is shown. The communication system100includes a plurality of representative callers100,102and104coupled to a telephone/communications network106, which can utilize telephony, IP protocols, or the like to couple the callers100-104to the on-hold caller interface108. On-hold caller interface108can include a processor with a memory116, a dual-tone multi-frequency detector (DTMF)114for accepting touchtone inputs, speech recognition module112, for processing caller utterances, and a local entertainment content library110. The on-hold caller interface108can couple callers100-104to a first agent118, a second agent120, a third agent122, and a routing agent124depending on the caller's requirements.

In one configuration a first entertainment provider130, second entertainment provider140, third entertainment provider150, and fourth entertainment provider170can be coupled to the communication network106and provider entertainment content to the callers100-104under the control of an on-hold caller interface108. Depending upon implementation detail, local entertainment content library110may download and store entertainment categories such as games and comedy from many different sources, such as entertainment providers110,130,140,150, and170, over the communication network106. The communication network106may be implemented utilizing Internet protocol standards and could utilize the Internet for communicating entertainment selections. Fourth entertainment provider170can provide multi-media utilizing a satellite link to antennae160. Entertainment providers110,130,140,150, and170may also provide multimedia-based entertainment for callers who have devices for displaying video. The entertainment content can be transmitted via ground-based radio waves such as those utilized by television or radio stations.

In one configuration, the entertainment providers110,130,140, and170can be activated with a selectable access link. The link may be able to receive a television station broadcast, a radio station broadcast, an Internet download, a telephone transmission, a local entertainment content library data stream, and a satellite transmission and couple the link to the caller.

In an illustrative embodiment, when the first caller100places a call to a call center or an entity having an on-hold caller interface108, the caller100may be placed on hold due to the unavailability of agents118-124or system components.

In other implementations an inbound/outbound system such as a business type PBX's or advanced home telephone systems or any telephone system that has an on-hold capabilities where a “party” can be put on hold can employ the teachings herein.

When it is determined that the caller is on hold, the on-hold caller interface108can prompt the caller regarding what type of entertainment including interactive entertainment or games the caller would like to listen to, or participate in while on hold. The system may utilize an interactive voice response system IVR to prompt the caller for an entertainment category, and responsive to a caller's utterance prompt the caller a second time for more specific information such as an artist, a trade name, a show title, and a game show title.

The IVR can help the caller “drill down” in a menu system by asking one or more specific questions and narrowing a selection field. For example if the caller has requested a news category the IVR could provide the options of local news, state news, national news, international news, financial news, sporting news, and weather. Next the IVR could ask if the caller wants to select by region such as local, state, national, and international. Drill down features could be provided for every menu and category.

In one example, the on-hold caller interface108provides a voice prompt to the caller of, “You can select from many different entertainment categories at any time by stating yes after a selection is verbally presented, or you can freely speak a choice at any time . . . would you like to hear news . . . television talk shows . . . sporting events in progress . . . sports scores . . . comedy . . . radio talk shows . . . TV shows . . . a variety show . . . play a trivia game . . . play a game show, and so on.”

The menu provided to the caller may be tailored based on information stored in memory. Information stored in memory could include past caller preferences, a callers geographic region, previous on hold selections, caller account data, and demographic information.

Depending upon implementation detail, at any time the caller on hold can interrupt and say, “Yes.” In some embodiments the on-hold caller interface108could confirm the caller's perceived response by, for example, providing “Did you say you would like to listen to (insert perceived selection)?”; and after caller confirmation, a communication link would be activated by the processor116. The caller selection could be provided to the caller until further caller input is received or the appropriate agent or system becomes available.

In other implementations, the on-hold caller interface108would provide to the caller, “What kind of entertainment would you like to hear?” The speech recognition module112could convert caller utterance into commands to control the processor116to select entertainment categories, specific selections, and ultimately entertainment providers. In one embodiment, when an entertainment category is selected by a caller, the on hold caller interface108could provide, “Is there a specific entertainer you would like to hear?”

Depending upon implementation, the caller may reply with a specific artist or entertainer such as, “I would like to hear Howard Stern” and the speech recognition module112could process the utterance. In one configuration, the processor116can respond to caller selection requests by retrieving the location of the selection from memory and activating a communication link realized by an Internet address, a satellite radio frequency, or a local entertainment library memory location to connect the caller with the entertainment provider storing the caller selection. The entertainment sources such as entertainment content library110can provide the caller's entertainment selection via the on-hold caller interface108over the communication network106.

The operations of the on-hold telephone interface108can be performed by the processor or any processing platform utilizing instructions retrieved from memory116. Depending upon implementation detail, when a selection is made the processor could refer to a table in memory116to determine which entertainment provider has, or stores the requested materials. In one configuration, during the on-hold period, a caller may interrupt the process and request different or additional materials. In addition to speech input, caller input could be in the form of a touchtone input of touch-tone response that can be recognized and processed by the DTMF detector114.

The entertainment provided to the caller while on-hold can be terminated when an agent118-124becomes available or upon a caller request. Thus, when an agent118-124becomes available, the on-hold caller interface108can create or receive a control signal and connect the caller100-104to one of the agents118-124. Alternately, the speech recognition system112can monitor the caller's line for caller utterance and process discernable utterance. When a caller's utterance is not understood, the speech recognition system112can provide additional queries to address a caller's request. For example, a caller may indicate that they want to replay the current entertainment selection, play a different selection; a different entertainer or a next selection from a line of related entertainment materials and the on-hold caller interface100can clarify the utterance by replying, “Did you want to . . . . ”

As depicted, entertainment content library110may be implemented utilizing a data storage system that is proximate to the on hold caller interface108. The entertainment content library110could periodically receive downloads from at least one of entertainment providers130,140,150and170. The entertainment provider110,130,140,150, and170may provide the audio in a digital or analog format. For example, the audio may be provided in an MP3, WMA, WAVE, AVI, or any other suitable format.

In one configuration, a recording entities or entertainment suppliers can advertise newly released entertainment selections or previews to the caller. In one configuration data storage for the entertainment suppliers can be remotely located from the on-hold caller interface system108wherein the data/entertainment may be transported from the remote location in real-time by radio waves, telephone lines, or the Internet. A remotely located entertainment content system may be operated by a service provided for the call center. For example, entertainment content library110may be an on site jukebox having a digital based satellite radio system receiver for receiving XM or SIRUS radio transmissions.

In yet another implementation interactive games could be provided to the caller. For example, games requiring caller (participant) responses such as Family Feud, Jeopardy, Wheel of Fortune, Trivial Pursuit and other games could be provided for caller selection. Awards such as credits on a bill could be given for callers who are successful at the games.

Referring toFIG. 2, an illustrative embodiment of a method of processing a user request for on-hold entertainment is illustrated. The method starts at200and proceeds to step202where a connection is established between a caller and a call receiving system. The method determines whether the agent or system requested by the caller is available to the caller at step204. When the agent is available, the call is routed to the agent as shown in step218. When the agent or system is not available, the call progresses to step206where the caller is prompted for a personalized on-hold entertainment selection.

The caller can be prompted in many different ways in order to efficiently match a caller's desires with available entertainment selections. The system could prompt the caller announcing the available entertainment categories/types, genres, the available entertainers, games, artists, and songs. Additionally, the method could allow the caller to “freely speak” where the caller merely requests a specific category, game, entertainer, or title. The caller's input is stored at step208and the method determines if the caller selection is available at step210. When the caller selection is not available the method returns to step206where the caller is again prompted. When the selection is available a link is selected based on the caller input and the selection is played to the caller as illustrated at step212. The caller is monitored for additional input at step214and if a caller request is detected the method proceeds to step208where the caller input is stored and processed.

Referring back to step214during the hold session the caller may also request to advance the entertainment to a specific portion of the media, request the selection be replayed or request that the selection be paused. Further, the caller could request to hear samples of different entertainment shows such as “David Letterman's top10for the day”, the number one hit per Billboard Magazine, newly released songs or top ranked hits from a specific artist. When no caller input is detected the method proceeds to216to determine if the agent is available. If the agent is not available then selection continues play as in step212. When the agent or system becomes available the call can be routed to the agent at step218.