# Patent

## Title
Informational enrichment for interactive systems

## Abstract

Interactive services are enhanced by intercepting a session initiation protocol message used to initiate a bidirectional communication and in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated. Supplemental information is obtained based on information in the session initiation protocol message in order to provide to the networked recipient computer of the bidirectional communication to be initiated. A computer processor of an intermediary computer is used to insert the supplemental information into the session initiation protocol message. The session initiation protocol message is routed with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated.

## Background
BACKGROUND
1. Field of the Disclosure
The present disclosure relates to the field of interactive response systems. More particularly, the present disclosure relates to dynamically provisioning interactive response systems using communication initiation messaging.
2. Background Information
Enterprise call centers today may offer multiple channels to customers/callers for communication needs. Most customers/callers to a call center today still go through an interactive voice response (IVR) system to provide information such as identity, account number and the purpose of the call. Conventional IVR systems use a predefined static flow to prompt customers/callers with prerecorded questions.



BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1 shows an exemplary general computer system that includes a set of instructions for informational enrichment for interactive systems;
FIG. 2 shows an exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 3 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 4 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 5 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 6 shows an exemplary communication flow for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 7 shows an exemplary system for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 8 shows an exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 9 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 10 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure;
FIG. 11 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure, and
FIG. 12 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure.



DETAILED DESCRIPTION
In view of the foregoing, the present disclosure, through one or more of its various aspects, embodiments and/or specific features or sub-components, is thus intended to bring out one or more of the advantages as specifically noted below.
Methods described herein are illustrative examples, and as such are not intended to require or imply that any particular process of any embodiment be performed in the order presented. Words such as “thereafter,” “then,” “next,” etc. are not intended to limit the order of the processes, and these words are instead used to guide the reader through the description of the methods. Further, any reference to claim elements in the singular, for example, using the articles “a,” “an” or “the”, is not to be construed as limiting the element to the singular.
FIG. 1 is an illustrative embodiment of a general computer system, on which a method of informational enrichment for interactive systems can be implemented, and which is shown and is designated 100. The computer system 100 can include a set of instructions that can be executed to cause the computer system 100 to perform any one or more of the methods or computer based functions disclosed herein. The computer system 100 may operate as a standalone device or may be connected, for example, using a network 101, to other computer systems or peripheral devices.
In a networked deployment, the computer system 100 may operate in the capacity of a server or as a client user computer in a server-client user network environment, or as a peer computer system in a peer-to-peer (or distributed) network environment. The computer system 100 can also be implemented as or incorporated into various devices, such as an call interceptor, an IVR, a context manager, an enrichment sub-system, a message generator, a message distributor, a rule engine, an IVR server, an interface server, a record generator, a data interface, a filter/enhancer, a script engine, a PBX, stationary computer, a mobile computer, a personal computer (PC), a laptop computer, a tablet computer, a wireless smart phone, a personal digital assistant (PDA), a global positioning satellite (GPS) device, a communication device, a control system, a web appliance, a network router, switch or bridge, a web server, or any other machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by that machine. The computer system 100 can be incorporated as or in a particular device that in turn is in an integrated system that includes additional devices. In a particular embodiment, the computer system 100 can be implemented using electronic devices that provide voice, video or data communication. Further, while a single computer system 100 is illustrated, the term “system” shall also be taken to include any collection of systems or sub-systems that individually or jointly execute a set, or multiple sets, of instructions to perform one or more computer functions.
As illustrated in FIG. 1, the computer system 100 includes a processor 110. A processor for a computer system 100 is tangible and non-transitory. As used herein, the term “non-transitory” is to be interpreted not as an eternal characteristic of a state, but as a characteristic of a state that will last for a period of time. The term “non-transitory” specifically disavows fleeting characteristics such as characteristics of a particular carrier wave or signal or other forms that exist only transitorily in any place at any time. A processor is an article of manufacture and/or a machine component. A processor for a computer system 100 is configured to execute software instructions in order to perform functions as described in the various embodiments herein. A processor for a computer system 100 may be a general purpose processor or may be part of an application specific integrated circuit (ASIC). A processor for a computer system 100 may also be a microprocessor, a microcomputer, a processor chip, a controller, a microcontroller, a digital signal processor (DSP), a state machine, or a programmable logic device. A processor for a computer system 100 may also be a logical circuit, including a programmable gate array (PGA) such as a field programmable gate array (FPGA), or another type of circuit that includes discrete gate and/or transistor logic. A processor for a computer system 100 may be a central processing unit (CPU), a graphics processing unit (GPU), or both. Additionally, any processor described herein may include multiple processors, parallel processors, or both. Multiple processors may be included in, or coupled to, a single device or multiple devices.
Moreover, the computer system 100 includes a main memory 120 and a static memory 130 that can communicate with each other via a bus 108. Memories described herein are tangible storage mediums that can store data and executable instructions, and are non-transitory during the time instructions are stored therein. As used herein, the term “non-transitory” is to be interpreted not as an eternal characteristic of a state, but as a characteristic of a state that will last for a period of time. The term “non-transitory” specifically disavows fleeting characteristics such as characteristics of a particular carrier wave or signal or other forms that exist only transitorily in any place at any time. A memory describe herein is an article of manufacture and/or machine component. Memories described herein are computer-readable mediums from which data and executable instructions can be read by a computer. Memories as described herein may be random access memory (RAM), read only memory (ROM), flash memory, electrically programmable read only memory (EPROM), electrically erasable programmable read-only memory (EEPROM), registers, a hard disk, a removable disk, tape, compact disk read only memory (CD-ROM), digital versatile disk (DVD), floppy disk, blu-ray disk, or any other form of storage medium known in the art. Memories may be volatile or non-volatile, secure and/or encrypted, unsecure and/or unencrypted.
As shown, the computer system 100 may further include a video display unit 150, such as a liquid crystal display (LCD), an organic light emitting diode (OLED), a flat panel display, a solid state display, or a cathode ray tube (CRT). Additionally, the computer system 100 may include an input device 160, such as a keyboard/virtual keyboard or touch-sensitive input screen or speech input with speech recognition, and a cursor control device 170, such as a mouse or touch-sensitive input screen or pad. The computer system 100 can also include a disk drive unit 180, a signal generation device 190, such as a speaker or remote control, and a network interface device 140.
In a particular embodiment, as depicted in FIG. 1, the disk drive unit 180 may include a computer-readable medium 182 in which one or more sets of instructions 184, e.g. software, can be embedded. Sets of instructions 184 can be read from the computer-readable medium 182. Further, the instructions 184, when executed by a processor, can be used to perform one or more of the methods and processes as described herein. In a particular embodiment, the instructions 184 may reside completely, or at least partially, within the main memory 120, the static memory 130, and/or within the processor 110 during execution by the computer system 100.
In an alternative embodiment, dedicated hardware implementations, such as application-specific integrated circuits (ASICs), programmable logic arrays and other hardware components, can be constructed to implement one or more of the methods described herein. One or more embodiments described herein may implement functions using two or more specific interconnected hardware modules or devices with related control and data signals that can be communicated between and through the modules. Accordingly, the present disclosure encompasses software, firmware, and hardware implementations. Nothing in the present application should be interpreted as being implemented or implementable solely with software and not hardware such as a tangible non-transitory processor and/or memory.
In accordance with various embodiments of the present disclosure, the methods described herein may be implemented using a hardware computer system that executes software programs. Further, in an exemplary, non-limited embodiment, implementations can include distributed processing, component/object distributed processing, and parallel processing. Virtual computer system processing can be constructed to implement one or more of the methods or functionality as described herein, and a processor described herein may be used to support a virtual processing environment.
The present disclosure contemplates a computer-readable medium 182 that includes instructions 184 or receives and executes instructions 184 responsive to a propagated signal; so that a device connected to a network 101 can communicate voice, video or data over the network 101. Further, the instructions 184 may be transmitted or received over the network 101 via the network interface device 140.
Session Initiation Protocol (SIP) is a signaling communication protocol used in communication networks to initiate and control communication sessions. Session initiation protocol messages can be used to initiate and control communication sessions such as voice and video calls over Internet Protocol (IP) networks. Communications that can be initiated using session initiation protocol include, but are not limited to, internet conferencing, telephony and instant messaging sessions. Communication services that can be provided using session initiation protocol include interactive services such as IVR services.
Session initiation protocol defines messages that are sent between endpoints such as a user device and an interactive system such as an IVR system in order to, for example, initiate or terminate a communication between the endpoints. A session initiation protocol message is used to initiate a communication to visit an address, such as when a user types in a web-site's URL. Session initiation protocol also provides for other messages as described herein, including messages to indicate an end to communications, or that a destination is being run, or acknowledgements. In the description herein, headers in session initiation protocol messages are typically where supplemental data is inserted after the session initiation protocol messages are intercepted.
In the present disclosure, a session initiation protocol message is sent to initiate a communication with a system that provides interactive services, such as an IVR system. A standard session initiation protocol message can be used in a conventional manner while also using the session initiation protocol message in the manner described herein.
FIG. 2 shows an exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 2, an overview is provided for a network that includes a session initiation protocol enrichment sub-system 220, a situational-aware IVR 230, and a contact context manager 240. As described herein, a session initiation protocol message can be intercepted by the session initiation protocol enrichment sub-system 220 before reaching a recipient system such as a situational-aware IVR 230. Further, even after a communication is set up based on the session initiation protocol message reaching the situational-aware IVR 230, additional context information can be provided from the contact context manager 240. Thus, context information can be provided both before a communication is set-up and after the communication begins.
In FIG. 2, landline or mobile access is provided for users to communicate via a carrier VoIP network 201. The carrier network 201 may of course be a different kind of communication network such as a cellular network, a conventional public switched telephone network or advanced intelligent network, a cable network and so on. Additionally, a combination of different kinds of networks may be used instead of a particular carrier voice over internet protocol network.
The voice over internet protocol network 201 is representative of a modern telecommunication carrier network. Such modern telecommunication networks may include legacy service control points from the legacy advance intelligent network, or may include more modern alternative messaging controllers. Session initiation protocol messages may be transmitted through a stand-alone messaging network used to control a telecommunication carrier network, or may be transmitted through the same data network that is used to carry, e.g., voice communication, over a telecommunication carrier network. Additionally, while session initiation protocol has been in use for a time, any alternative messages with a similar purpose and function of initiating communication can be used in the same manner as session initiation protocol messages.
Additionally, although not shown for every embodiment, an automated call distributor (ACD) may be used to distribute calls for both concentrated and distributed call centers. An automated call distributor may serve as an interface between the internet protocol network 201 and a call center that includes the situational-aware IVR 230.
The communication from a user begins with a session initiation protocol message that is intercepted in the carrier voice over internet protocol network. The session initiation protocol message is provided to the session initiation protocol enrichment sub-system 220 where the session initiation protocol message is parsed and context information is inserted before the session initiation protocol message is returned to the carrier voice over internet protocol network 201 to complete the route to the situational-aware IVR 230. At the situational-aware IVR 230, an IVR server 233 is used to provide interactive services to the user across the carrier voice over internet protocol network 201. The communications between a user and any IVR described herein are bidirectional, wherein speech may be both sent and received simultaneously by the user and IVR. A conventional IVR provides interactive services using a predetermined hierarchical script in which sequential prompts are varied based on each input or lack of input by a user. As an example, a particular script is conventionally selected based on a telephone number dialed by a user. The situational-aware IVR 230 however selects a script in part based on the context information provided via the session initiation protocol enrichment sub-system 220.
The IVR server 233 interacts with the user based on rules provided by an IVR rules engine 236. The IVR rules engine 236 analyzes context information provided via the session initiation protocol message and either alters the selection of a script or varies the prompts in a script based on the context information rather than only on any particular input provided by the user. Variations to a script can include additions or deletions of prompts, rearrangement of an order in which prompts are played, creation of an entirely new and even unique prompt to play first to a user before presenting any list in a script, or other forms of variations to a script.
As described herein, the IVR rules engine 236 also receives information from other sources that help to determine whether and when to alter the selection of a script or vary the prompts in a particular script. In this regard, the IVR rules engine 236 receives input from the contact context manager 240, which in turn receives application protocol interfaces from carrier voice over internet protocol provider analytics 250 and from enterprise call center internal customer data/business processes 270.
The enterprise call center internal customer data/business processes 270 is provided via a system that also includes existing customer profile database 260. In this way, an entity that has information about its existing or new customers, including billing, assurance and order information, as well as profile information for a person holding an account, can identify relevant pre-existing information from the account to provide to the contact context manager 240. Profile information may include demographic information that is descriptive of the party initiating the communication, such as name, age, race, gender, income, credit, home address, marital status, and so on. Billing information may include information such as whether a customer is behind on a bill, or whether the customer has disputed a particular charge. Order information may include information on open and completed orders.
The carrier voice over internet protocol provider analytics 250 may include analytic information determined from analysis of communications placed only to the situational-aware IVR 230, or to a series of IVRs including the situational-aware IVR 230. The analytics 250 may also be based on analysis of a particular predetermined hierarchical script, or based on numerous hierarchical scripts. Analytics information derived from analyzing the calls involving the IVRs and scripts is provided to the contact context manager 240 for use in helping the contact context manager decide what information is particularly relevant to the particular call for the particular communication initiated using the session initiation protocol message.
As described, the enterprise call center internal customer data and business processes 270 and the existing customer profile database 260 are used to facilitate operations for the situational-aware IVR 230 as well as to facilitate provisioning contextual data for the contact context manager 240. Additionally, the carrier voice over internet protocol provider analytics 250 are also used to provide context and generalized analysis results for customer data to the contact context manager 240. Context information may include many different types of data including basic information such as caller profile information, location, subscription information, known preferences, and information suggestive of a reason the caller may be calling.
Although not shown in FIG. 2, context information may also be provided from other sources, including desktops applications installed on a user's customer equipment and dedicated to customer care services of the sort provided also by the situational-aware IVR 230. Such desktop applications are in use today, and can be used in the same or a similar manner as social network applications and other 3rd party systems that may contain useful information that may help resolve any problems leading to a caller calling the situational-aware IVR 230.
Contextual information may include information available implicitly from calls automatically, such as a caller's phone number, a location of a caller, and information derivable from the caller's phone number and location. Additionally, explicit contextual information may be obtained by asking the caller directly, or by searching known data stores including customer information for a business entity that provides an IVR system. This explicit information may include account numbers, phone numbers different from the calling phone number, pass code, script menu selections, account subscription information, information from social networks, trouble status for existing trouble tickets, support and order status for existing orders, outage information that the caller may be calling about and so on. Outage information may be based on previous reports from other customers or company personnel, or may be based on proactive line testing performed based on the caller initiating the call. Contextual information may also be derived contextual information obtained based on applying implicit and explicit attributes based on rules or using models. Derived contextual information can include contextual data that does not already exist, such as predicted usage information or a prediction of a service that is to be offered to a caller. Derived contextual information may also include Big Data analytic results derived from analyzing large amounts of information for a large group of people with similar demographic characteristics to the caller. Big Data analytics may be provided from the entity that provides the IVR system, may be provided by the telecommunication carrier that carries the communication to the entity that provides the IVR system, or may be provided by a 3rd party analytic firm.
FIG. 3 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 3, an incoming session initiation protocol message is intercepted in a carrier voice over internet protocol network 301 on the way to a situational-aware IVR 330, and redirected to a SIP enrichment sub-system 320. The SIP enrichment sub-system 320 includes a call interceptor and SIP message processor 321, a SIP rule engine 322, a VoIP provider subscriber database 325, a SIP message generator 323, and an enriched SIP message distributor 324.
Interception as described herein may be accomplished by having a called number or other form of communication address or recipient information registered in a line information database or equivalent, such as a service control point or equivalent for VoIP networks. For example, if an enterprise decides to use the session initiation protocol interception described herein for contextual data supplements, the enterprise can pre-register the called number of other form of communication address or recipient information registered in the database. A session initiation protocol invite message can be used to validate the communication address or other information to confirm the registration in the database. If registered, the invite message will be intercepted.
Also, to avoid possible privacy issues, a caller can be given an option to opt-in to a contextual enhancement feature at subscription, so that a caller's contextual information is not provided without the caller's permission. This opt-in may be provided for all contextual information, or only a limited set of contextual information that may be particularly sensitive. The opt-in may also be provided as a per-call option for the caller to opt-in in order to help the caller save time. Alternatively, a subscriber may be informed of a contextual enhancement feature via text so that the subscriber can respond on a one-time, trial, or limited-time basis. The subscriber can also be asked audibly when the reach the self-service portion of an interactive service.
As noted, a destination address may be something other than a 10 digital phone number, such as when network address translation is not used. For example, a destination internet protocol address may be used for the interception address registered as the destination address in the database.
The call interceptor and SIP message processor 321 intercepts a SIP message in the carrier VoIP network 301, or receives an intercepted message intercepted by a specially-modified router in the carrier VoIP network 301. The call interceptor and SIP message processor checks with the SIP rule engine 322 to identify rules associated with the caller for which the session initiation protocol message is being sent. The SIP rule engine 322 checks the VoIP provider subscriber database 325 for rules associated with the particular caller, retrieves the rules and/or information based on the rules, and provides the rules and/or information based on the rules back to the call interceptor and SIP message processor 321. The call interceptor and SIP message processor 321 provides the rules and/or information based on the rules to the SIP message generator 323. The SIP message generator 323 generates a new session initiation protocol message based on the previous session initiation protocol message but with contextual information inserted into the header.
If the contextual information cannot be fitted to the header of the session initiation protocol message, the header may be provided with a Boolean or other form of code to show that contextual information is embedded into the session initiation protocol message body. The information embedded in the message body can include but is not limited to (a) all contextual information such as location or environmental information, (b) or a uniform resource locator that points to a retrievable address that the contact context manager 340 can use to retrieve all contextual information one time or continuously.
The session initiation protocol message generated by the SIP message generator 323 may be an update to the intercepted session initiation protocol message, or may be a newly assembled session initiation protocol message. Additionally, the information inserted into the header of the session initiation protocol message may be a specific rule from the SIP rule engine 322, information obtained based on a rule from the VoIP provider subscriber database 325 or other information including encoded message that is encoded so as to fit into the session initiation protocol message header. When encoded, the information may be encoded by the SIP message generator 323, by the call interceptor and SIP message processor 321, or by the SIP rule engine 322.
The modified session initiation protocol message is provided back to the carrier VoIP network 301, which then forwards the modified (enriched) session initiation protocol message to the situational-aware IVR 330. The situational-aware IVR 330 includes an IVR server 333 and an IVR rules engine 336. The IVR server 333 agrees to accept the incoming call and sets up the incoming call for processing, and the IVR rules engine 336 identifies a script to use and any appropriate modifications to make to the script based on the information provided in the header of the modified (enriched) session initiation protocol message.
The information inserted into the modified (enriched) session initiation protocol message is supplemental to any information that is automatically already provided with a call or any information that is voluntarily provided later by the user making the call. Thus, the inserted information is supplemental, and the session initiation protocol message is enhanced with the inserted supplemental information. The information inserted into the session initiation protocol message may be one or more pieces of demographic information descriptive of the user, location information descriptive of a location of the user, or even information that summarizes in some way previous interactions with the user. A summary of previous interactions may be as simple as information that notes the user has an ongoing complaint with the entity that provides the situational-aware IVR 330.
Though not fully described yet for this embodiment, the contact context manager 340 also provides contextual information to the IVR rules engine 336. The additional contextual information can be provided from carrier VoIP provider analytics 350 via application program interfaces (APIs), can be from customer profile information for existing customer profiles 360, or can be from enterprise call center internal customer data/business processes 370.
In an embodiment, contextual information may be continuously updated based on caller movements when the caller is using a mobile communication device such as a smart phone. For example, contextual information may provide a specific location for the caller, nearby stores or businesses, upcoming roads and detours when in a car, and so on.
It should also be noted here that callers may also provide explicit contextual information via their communication device, such as by providing a caller's actual telephone number when the caller is using someone else's phone to place a call. The caller's actual telephone number may be inserted into the session initiation protocol message along with an account number or identifier provided explicitly by the caller. The session initiation protocol message can then carry the information provided explicitly by the caller to be ready for use by the IVR system in preparing for interactions.
As described, the SIP enrichment sub-system 320 uses implicit contextual information available from the VoIP provider to enrich an information management system (IMS) session initiation protocol message for transferring the implicit context data to the situational-aware IVR 330. However, the modified (enriched) session initiation protocol message may be provided to the contact context manager 340 through the situational-aware IVR 330, so that the contact context manager manages all contextual information to be used by the IVR rules engine 336 in selecting or modifying a script.
Additionally, the SIP enrichment sub-system 320 is described as using existing internal information and rules from, e.g., the VoIP provider subscriber database 325 in order to obtain the contextual information to provide with the modified (enriched) session initiation protocol message. However, the SIP enrichment sub-system 320 may interact with multiple contextual data sources, including location servers, product databases, purchase record databases and so on, to create a data object to insert into the session initiation protocol message header.
FIG. 4 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 4, an incoming session initiation protocol message for a call is carried across a carrier VoIP network 401 and intercepted by or for a SIP enrichment sub-system 420. The SIP enrichment sub-system 420 operates in the same manner as the SIP enrichment sub-system 320 in the embodiment of FIG. 3.
When the modified (enriched) session initiation protocol message is returned to the carrier VoIP network 401, it is passed through to the original destination which is a situational-aware IVR 430. The situational-aware IVR 430 includes an IVR server 433 and an IVR rules engine 436, each of which operate in the same manner as the IVR server 333 and IVR rules engine 336 in the embodiment of FIG. 3.
The situational-aware IVR 430 relies on a contact context manager 440 to manage contextual information, both from the session initiation protocol message and from other sources, in the embodiment of FIG. 4. As an example, the contact context manager 440 may receive APIs from carrier VoIP provider analytics 450. The APIs provide analytics information reflective of and based on analysis of large volumes of information. The analyzed information may be information limited to the particular caller, such as studies of numerous calls by the caller or others using the caller's account, information related to people with one or more demographic characteristics similar to the caller, or information related to people with habits, such as purchase histories, similar to the caller.
Additionally, enterprise call center internal customer data business processes 470 and existing customer profile 460 may be used to provide information to the contact context manager 440. The contextual information is provided to a context contact manager (CCM) data interface 441, which in turn provides the contextual information to a CCM database 443. A CCM information filter/enhancer 448 filters the contextual information to a limited amount determined most likely to be useful to incoming call. A context record generator 445 may piece the various filtered and/or enhanced contextual information into a context record, and interact with a CCM IVR interface server 446 to provide the context information to the situational-aware IVR 430 so that a particular script can be selected or modified based on the contextual information. The CCM information filter/enhancer 448 may filter the contextual information provided by eliminating information deemed most likely to not be relevant to an incoming call. The CCM information filter/enhancer 448 may also enhance the contextual information provided by supplementing the contextual information to “fill in the blanks” or by combining pieces of otherwise disparate contextual information to form a more complete contextual record that may be relevant to the incoming call.
As an example, contextual information may show that a caller has recently purchased and activated a smart phone on a particular wireless carrier, and that the caller has an existing complaint with another wireless carrier. When the existing wireless carrier receives these disparate pieces of contextual information, the existing wireless carrier may “guess” that the incoming call is to cancel the existing service. A particular prompt may be added to a script by the situational-aware IVR 430 to ask if the caller would like information about how to cancel service.
In another example, contextual information may show that a caller calling a car company number has a particular car from the car company, and may show that a particular recall was just issued for the car. In this way, a caller calling even a general help or information line for the car company may be presented with a prompt asking if the caller would like information about a recent recall that may affect the particular car owned by the caller.
In still another example, contextual information may show that a caller's close family member has an upcoming birthday. When the caller is calling a type of business that caters to a demographic group that includes the close family member, the business may modify a script to ask the caller up-front whether the caller is searching for a gift for the upcoming birthday. In other examples, a business that caters to particular religious groups or ethnic groups or income groups may determine that a caller or a close family member of the caller belongs to the particular group, and may be interested in purchasing an item for an upcoming holiday or other observable date. In still other examples, an entity such as a ticket brokering service may identify contextual information such as concerts previously attended by the caller, or artists “liked” by the caller on a social network, and check for upcoming concerts in the area of the caller by such artists. In all of these instances, a script is selected or modified, based on the contextual information as described herein.
Although not detailed thoroughly, the SIP enrichment sub-system 420 may provide contextual information directly to the contact context manager 440. In this case, the information provided by the SIP enrichment sub-system 420 may be supplemental to the information provided in the session initiation protocol message, or may be alternative to providing the contextual information in the session initiation protocol message.
As noted previously, the header of a session initiation protocol message may be provided with a Boolean or other form of code to point the contact context manager to the session initiation protocol message body for contextual information. The contextual information may then be embedded in the message body, or may be pointed to yet another location via a uniform resource locator or other type of communication address that points to a location from which the contact context manager 440 can retrieve all contextual information, either one time or continuously.
The situational-aware IVR 430 explained in detail with respect to FIG. 4 may be a carrier-class IVR system that enables the deployment of a wide range of intelligent IVRs. The situational-aware IVR 430 may use contextual data to improve customer experiences and reduce call volumes to call centers. Situational awareness generally refers to the collection and use of information relevant to an IVR caller interaction, including information identified before the interaction begins. The relevant contextual information is used to select, modify, update, or otherwise enrich the content and flow of an interaction to improve the quality and duration of the interaction. Therefore, the situational-aware IVR 430 is generally representative of an IVR that knows what's going on with and around a caller.
The situational-aware IVR 430 may support standard IVR functions and can be integrated with external information systems using APIs, as noted with respect to several embodiments herein. The situational-aware IVR 430 enables the creation also of customized self-service functions like payment and balance inquiries, services activation or deactivation, subscriber service problem management, notifications, and other self-service functions. The situational-aware IVR 430 may be enabled by obtaining, identifying and using relevant contextual information via a rule-based menu structure based on the needs of each self-service function.
As another example of how a situational-aware IVR 430 may work, a grocery store or other establishment may include a pharmacy that dispenses prescription medications. A particular caller to a number for the pharmacy may always or usually call for refills for a particular medication. The particular caller may always or usually call from the same smart phone. The particular caller may always or usually provide the same call-back number. In this example, when the situational-aware IVR 430 recognizes a call from the particular caller, the situational-aware IVR 430 may be informed that a particular prescription is due for a refill soon. Accordingly, a script may be modified to ask the caller as the first item whether the caller is calling to request a refill for a particular prescription due to be refilled. If the caller responds in the affirmative, all of the other necessary information may be presented to the user and the user may be asked to simply state whether any of the other information is incorrect. In this way, a caller's processing time may be greatly reduced in comparison to what the caller previously experiences.
Additionally, as is known, session initiation protocol messages that can be used herein are not limited to an initial INVITE message, but can also be acknowledgement (ACK) message, OK messages, BYE messages, or any of the other various functional messages that are known. Such session initiation protocol messages may be used both to send messages from a user device, and to send messages to a user device. Any such session initiation protocol message should have a header into which supplemental enhancement information can be inserted for extraction by the recipient.
As described above, the contact context manager 440 captures important customer information from both internal and external sources to generate a context record for the customer. This data will be used to improve the quality of customer interaction. The contact context manager 440 can also communicate with an enterprise contact center's backend business processes to enable the caller to conduct various important functions in a self-service mode.
The contact context manager 440 includes a contact context manager data interface 441 that receives data from a telecommunication VoIP carrier and contact center internal databases. Additionally, the contact context manager database 443 contains relevant customer data including context data. The contact context manger information filter/enhancer 448 has two functions, i.e., to filter irrelevant data to generate a context record, and to update and enhance context record parameters based on inquiries from the IVR rules engine 436. Updates and enhancements may be based on new information received from customer IVR interactions that cause the IVR rules engine 436 to ask for more customer data.
The context record generator 445 generates a context record to forward to the situational-aware IVR 430. Such a context record includes a set of parameter determined relevant to the caller and the particular call. Such a context record may be dynamically identified based on the receipt of the session initiation protocol message and the following call. Parameters of a context record may be updated based on new data received form network and or a customer.
A context record may contain important contextual data to be provided to a situational-aware IVR, such as the situational-aware IVR 430. A context record may be generated initially independent of a caller attempting to contact the call center, such as when a customer first enrolls for service or makes a purchase from a company that provides the situational-aware IVR 430. The context record may be saved in the contact context manager. The context record can be updated upon receiving information from the interactions between the situational-aware IVR 430 and the customer/caller.
A context record can include major events (MEs), including major outages, unresolved issues, pending orders, previous unresolved billing issues, and weather related problems. Major events can be used as important context data to understand if the call is related to any of these or other types of important events. A context record may also include context record parameters. A context record is parameterized based on important contextual data. Some parameters can be updated when new information is received from the interactions.
A context record can also include social/partnering company parameters. These kinds of parameters can be provided from accessible third party interactions, and may be obtained when a user selects an option-in choice for enabling access to the contextual data collaboration. In such a case, a context record can include a social network profile, preferences, and behavior clues, such as information that can be obtained from an online social network with permission from the caller. Partner companies may also include third-party data collection companies that compile profiles from many sources, such as from credit card companies that track purchases or credit events, social network companies that track social network usage, criminal history investigation companies that maintain databases of criminal record information, government databases that reflect information such as home ownership, marital status and tax compliance. Third-party data collection companies may maintain profiles of users as a business, and make the profiles available on demand for a fee or as part of a subscription service. Therefore, a contact context manager may even selectively determine when to request a profile from a third party service that maintains profile, such as when the contact context manager recognizes that the caller is a new customer for which little information is otherwise available.
A context record may also include location and related parameters, including a current location and location history, location environmental information such as temperature, noise level, motion, and available/unavailable channels for communications. Environmental information may also include information such as snow and rain amounts that have occurred, are occurring, or are expected to occur.
The contact context manager IVR interface server 446 is responsible for sending and receiving data in real time to and from the situational-aware IVR 430. The contact context manager IVR interface server 446 can communicate directly with the situational-aware IVR 430 to send context data and to receive inquires for new context data or update.
FIG. 5 shows another exemplary network for informational enrichment for interactive systems, according to an aspect of the present disclosure. As shown in FIG. 5, an incoming session initiation protocol message is carried across a carrier VoIP network 501, intercepted by a SIP enrichment sub-system 520, enriched and then returned to a carrier VoIP network 501. The enriched SIP message is then transmitted to a situational-aware IVR 530. In FIG. 5, the situational-aware IVR 530 includes an IVR server 533, an IVR CCM (Contact Context Manager) interface server 538, an interaction script engine 535, and an IVR rules engine 536. The situational-aware IVR 530 obtains contextual information from external systems 580. Additionally, the situational-aware IVR 530 interacts with a contact context manager 540, which in turn receives APIs from carrier VoIP provider analytics 550. The situational-aware IVR 530 also interacts with an existing customer profile database 560 and enterprise call center internal customer data/business processes 570. The contact context manager 540 includes a CCM interface server 546 for interacting with the situational-aware IVR 530.
In FIG. 5, contextual data is received from an enriched session initiation protocol message by the situational-aware IVR 530. A telecommunication company's VoIP network 501 can deliver the enriched session initiation protocol message to the IVR server 533. The contextual information in the session initiation protocol message header is extracted by the IVR server 533 to be used in caller interaction. Additionally, names and/or numbers in the session initiation protocol message can be forwarded to the CCM interface server 546 of the contact context manager 540 via the IVR CCM interface server 538. The names and/or numbers or other identifying information can be used to retrieve a context record for the caller from the CCM interface server 546. The IVR CCM interface server 538 can then request that the contact context manager 540 provide a complete context record on the caller. In this way, even based caller identification information can be used to retrieve a complete context record for a caller.
In FIG. 5, contextual data is also received as a context record directly from a contact context manager 540. A context record is forwarded to the IVR CCM interface server 538 upon request from situational-aware IVR 530. If there is no existing context record for the customer, the contact context manager 540 may generate a new context record from available information. The IVR rules engine 536 receives the context record to be used to invoke a rule to a) prioritize important context attributes in a context record, and/or b) provide instructions to differentiate the treatment of a customer. Examples of instructions for differentiated treatment would be how to deal with customers with numerous contacts history or how to deal with an annoyed customer.
Based on information received from the caller during IVR interaction, the IVR rules engine 536 may request data from a backend business process system, such as the assurance, billing, provisioning or order processes shown for the enterprise call center internal customer data/business processes 570. While waiting for a response, the IVR rules engine 536 can provide “relevant” contextual data and script decisions to the interaction script engine 535. The interaction script engine 535 can then formulate an initial response for use by the IVR server 533 to interact initially with the customer. The IVR server 533 can play a greeting set by the communication script selected for the caller. Once the caller identification is completed, the interaction script engine 535 can formulate additional responses to provide to the IVR server 533 with updates from the IVR rules engine 536. The IVR server 533 then plays interactive communication scripts for the caller, and then gets additional/updated contextual data based on additional information provided by the customer.
In FIG. 5, the situational-aware IVR 530 can be sure if the caller matches a contextual record. In this way, the situational-aware IVR 530 can obtain voice biometrics, passwords, birthdays, names, personal identification information, caller identification information, or other forms of data to authenticate a caller and try to ensure that privacy information is not released incidentally to other parties.
In FIG. 5, the IVR server 533 conducts smart IVR caller interaction using the interaction script engine 535. The interaction script engine offers static scripts or dynamically-selected and/or dynamically-updated scripts to the IVR server 533 based on directions and data from the IVR rules engine 536. The IVR rules engine 536 will receive, with or without requesting, contextual dataset from the contact context manager 540 via the IVR CCM interface server 538. The IVR rules engine 536 will also fetch account related information from downstream systems when needed. The contextual dataset coupled with any instructions from the caller and data fetched from downstream systems will allow the IVR rules engine 536 to direct the interaction script engine 535 play static scripts or dynamically selected/altered scripts.
As described in FIG. 5, the IVR CCM interface server 538 will receive contextual data from the contact context manager and pass the contextual data to the rules engine 536, so that ultimately the contextual data is used to select and/or update a script.
As described, the systems in FIGS. 3-5 may include the situational-aware IVR 330, 430, 530 that receives a session initiation protocol message enriched by the SIP enrichment sub-system 320, 420, 520. Immediately afterwards, the situational-aware IVR 330, 430, 530 can send a real time request to the contact context manager 340, 440 540 for a context record. The context record may be a record composed only of data internal to a service provider, such as a record from purchases, complaints, call records, etc. Alternatively, the context record may include other information derived from external sources.
Also as described, the carrier VoIP provider analytics 350, 450, 550 can be used by a communication carrier to provide a rich library of contextual and customer data APIs. Parts of the contextual record provided from analytics can be obtained from Big Data, such as targeted advertisements that may be presented to the user while the user is on hold or waiting for interactions to start or continue.
Additionally, though embodiments described herein mainly describe a one-time retrieval of context information, some context information may be continually updated and received from a user device, such as when a user is using a mobile device in a crowded urban area or in a fast moving car. In this way, the situational-aware IVRs 330, 430, 530 can receive updated information from the user's device via additional session initiation protocol messages from SIP enrichment sub-systems 320, 420, 520. Of course, the updated information from the user's device may be sent to the contact context manager 340, 440, 540 instead of the situational-aware IVRs 330, 430, 530, such as when the contact context manager 340, 440, 540 will check the updated information for relevance and only provide the updated information for use in updating a script when the updated information is relevant to the call. Indeed, when the updated information is not particularly relevant, the contact context manager 340, 440, 540 or the situational-aware IVRs 330, 430, 530 may send a message back to the user device instructing the user device that no further updates are particularly warranted.
FIG. 6 shows an exemplary communication flow for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 6, a session initiation protocol message is sent from a user device to and through a service provider network 601. Ultimately the session initiation protocol message is sent to a SIP enrichment server 620, and a call is set up so that the call can be made between the user and an enterprise call center PBX 699. The enterprise call center PBX 699 requests context information and instructions from a contact context manager 640 while the enterprise call center PBX 699 is holding the call before sending the call to a situational-aware IVR server 633. Once proper context information is obtained, the information is provided to the enterprise call center PBX 699. The call is then transferred from the enterprise call center PBX 699 to the situational-aware IVR server 633, which refers to an IVR rule engine 636 in order to obtain instructions for a script to select or update based on the contextual information provided to the contact context manager 640. The call is continued and completed between the user and the situational-aware IVR server 633 based on the contextual information provided via the SIP enrichment server 620 and any selected and/or modified script that is selected and/or modified based on the IVR rule engine 636.
A situational-aware IVR 530 includes and provides both conventional and modified features. The call processing logic that defines how a call is processed by the situational-aware IVR 530 is defined in the form of a hierarchical decision tree and a set of rules that guides the navigation of the tree and IVR/caller interaction. The remaining filtered subset of the context record may include, for example, a called party number and a calling party number or other types of communication address identifiers. The remaining filtered subset of the context record can be used to start the interaction process, and may include authentication interactions and greeting interactions.
An initial (root) menu item can be selected for the particular incoming call according to the called party number and the calling party number. The initial (root) menu item may be a set of selections to present to the caller, and may be selected for initial presentation based on the context record. The situational-aware IVR 530 can start addressing the first major event in the customer domain. Examples of a major event that may be prioritized include a previous technical issue, a major outage in a subscriber's area, or a latest billing dispute reported by the customer. These possibilities may be presented to the caller in a single continuous presentation at a menu node, or may be presented to the caller sequentially in different nodes. The caller is asked by the situational-aware IVR 530 if the call is related to any of these major events.
Subsequent processing of the incoming call can be defined as the sequence of steps between the nodes of the decision tree based on information entered by the subscriber allowing the subscriber to navigate. Subsequent interaction may depend on the service being accessed. For example when an account balance inquiry from is processed, the subscriber may already have been authenticated to access balance information. If the subscriber accesses the service from the subscriber's own phone, the balance information can be retrieved from a billing database and transferred to the subscriber as data automatically without any additional action from the subscriber.
FIG. 7 shows an exemplary system for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 7, an IVR rule engine 736 processes a set of contextual information to assist an IVR server 733 in interacting with the user. For example, an introduction of “Hello Mr. Smith” may be provided by the IVR server 733 based on known retrievable contextual information that indicates the caller's name and address.
As noted previously, an initial contextual record can be retrieved based on a calling party telephone number. The contextual record may include some information which is not particularly used, such as “where is the caller calling from”. Individual prompts may be selected or modified based on information in the contextual record. For example, a default prompt in a script may be “thank you for using our service”, whereas contextual information indicating a particular service may allow modification of the default prompt to specify “thank you for using” a particular identified service. Context information may also come from general information that applies to multiple customers/subscribers, such a geographical service outage in multiple areas. A check of the subscriber's location or account number may be used to compare the subscriber's information against known outages, and a prompt may be selected to ask the caller if the caller is calling about a particular known outage. As noted, the particular prompt may be selected and presented based on a determination of the most likely reasons a caller is calling, or based on other information from a context record used in a dynamic determination.
In FIG. 7, each identification of a potential reason for the call may result in a different prompt being selected and presented to the caller. Alternatively, more than one but less than all identifications may result in a prompt being selected and presented to the caller. As shown in FIG. 7, specific determinations based on service provider contextual information may include checks for outages, technical issues, or customer-specific account or billing issues. Identification of any particular issues from the service provider's contextual information records may result in a corresponding prompt being selected and presented. In FIG. 7, such prompts include “I see we have a service issue impacting you. Is that why you are calling?” and “I see a billing dispute from you via email. Do you want us to address that?”. As shown in FIG. 7, responses to particular questions presented as prompts may result in which particular prompt is played subsequently to a caller. Thus, when a caller responds “no” to the outage/technical issues question, the next prompt may be played without addressing the known outage or technical issues any further.
In FIG. 7, the prompts that are actually selected and presented are presented by the IVR server 733. As is known conventionally, the IVR server 733 may complete a call by providing all requested information to the caller, or the IVR server 733 may transfer a call to a human agent. When a call is transferred, information from the interactions between the user and the IVR server 733 may also be provided to the human agent. The interaction information may include a decision tree graphic with information for each node that has already been navigated and answered. Therefore, a human agent may pick up in a script where an IVR server 733 leaves off. Additionally, as shown on the bottom of FIG. 7, the IVR server 733 may communicate with landline callers or mobile/wireless callers. Devices used by a caller to communicate with an IVR server 733 are of course not limited to traditional telephony devices (phones), but may also include desktops and laptops, and interactive internet-enabled televisions.
FIG. 8 shows an exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure. The process shown in FIG. 8 is generally described best with the system shown in FIG. 3. At S805, a call is intercepted. At S810, the session initiation protocol message for the call is forwarded to a call interceptor at the session initiation protocol-Enrichment Subsystem. The session initiation protocol message is parsed at S815. Calling party information is extracted from the session initiation protocol message at S820. The calling party information is passed to the session initiation protocol rule engine at S825. The calling party information is used to generate contextual data for session initiation protocol Enrichment S830. Contextual data is passed and stored for session initiation protocol enrichment data in a database at S835. The session initiation protocol enrichment data is made retrievable or associated with a retrievable communication address (e.g., URL) at S840. The session initiation protocol message is enriched by inserting the session initiation protocol enrichment data or the retrievable communication address and contextual data into the session initiation protocol message header at S845. The enriched session initiation protocol message is forwarded to a service provider at S850. The call is forwarded to a contact center and IVR at S855. The session initiation protocol enrichment data or the communication address and contextual data are retrieved from the session initiation protocol message header at S860. Although not shown, if a retrievable communication address is provided in the header, a request to obtain the information from the retrievable communication address may be sent in order to retrieve the enrichment data or contextual data. The session initiation protocol enrichment data or contextual data in the header is analyzed at S865. At S870, an IVR script is identified and/or modified cased on the session initiation protocol enrichment data or contextual data.
FIG. 9 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure. The process shown in FIG. 9 is generally described best with the system shown in FIG. 4. As described, in FIG. 9 a contact context manager generate an initial context record based on existing customer data and an customer profile in an enterprise call center database. The contact context manager may also receive additional customer contextual data from external sources. An example of receiving additional customer contextual information is receiving customer data from a telecommunication service provider, such as telecommunication VoIP service provider.
A contact context manager in FIG. 9 collects and processes explicit and derived contextual data, and generates the initial context record (CR). The contact context manager collects and processes all customer contextual data and can generate a context record for every customer associated with an enterprise call center. The initial context record will be created and stored in context record generator sub-system. Whenever a caller contacts a call center, the caller's identification is derived from a session initiation protocol message and sent to the contact context manager to obtain the customer context record. The process of obtaining the context record is described next.
At S905, context data is collected from external sources. External sources can include a telecommunication VoIP service provider's big data analytic APIs, as well as context data from other sources such as social networks, weather sources, search engines, and data sources that provide personal data to companies as a service for a fee.
At S910, customer data from an internal enterprise call center source is collected. Such customer data can include customer profile data, contact history, subscriptions, purchases, complaints, authorized users, usage history such as for a wireless carrier, and historical data of how a customer is provided service by a service provider.
The collected data is stored in a contact context manager database at S915, and at S920 the contact context manager database forwards the data for filtering or the data is retrieved from the contact context manager database. The contact context manager then filters irrelevant data and forwards retained data for enhancement at S925. At S930, an initial context record for the customer is generated at S930.
As noted, an initial context record may be later updated based on session initiation protocol message enriched data. For example, a caller using a device belonging to another party may initially have a context record retrieved that belongs to the other party. In such a circumstance, the context record should be updated in order to provide proper services to the party who is borrowing the device from another party. The context record can be updated based on information from the caller directly. Similar to the manner in which individuals can provide a phone number to a clerk at some retail establishments, a phone number or other form of personal account identifier can be provided by an individual at the beginning of a call in order for the individual to obtain the benefit of the contact context enhancements described herein. Callers or website visitors may even be asked explicitly at the beginning of a communication if they would like to provide a phone number or other identifier associated with them personally or with a particular account. In an embodiment, a caller or website visitor may be provided the option to provide the alternative identifier before an interactive session begins.
One way in which the session initiation protocol message can be modified according to the present disclosure is to provide a mechanism to indicate that the caller's context information corresponds to another telephone number or other communication address or unique identifier. A phone switch or router can be modified to parse input called numbers so that information provided after a pound sign is accepted as an alternative number belonging to the caller, or another originating address or other unique identifier. An example in VoIP would be if a number 8008666666 is registered in a database as a dialed number to be intercepted. When a particular user corresponding to a first context record calls from a communication device associated with a different user and different context record, the particular user can dial 8008666666# (alternative number), such as 8008666666#5104312222. Here, the last ten digits after the pound (#) sign could indicate the particular user's actual telephone number or other originating address or other unique identifier. The session initiation protocol infrastructure can then parse strings without truncation, and the SIP interceptor can use the last 10 digits to retrieve the context record corresponding to the 10 digits after the pound sign. That is, the phone switch or router or equivalent can be modified to use the characters after the pound sign to identify a context record for a caller. Further, if the particular user is using a computer to enter the 8006666666 for a VoIP call, the user may have the liberty to enter anything after the # which includes but is not limited to an account number such as AC93456, an IP address such as 123.12.12.123, a phone number, etc.
The context record generator then waits for a request from the situational-aware IVR to forward the context record to the situational-aware IVR via an IVR interface upon receiving a request from the situational-aware IVR. When an incoming session initiation protocol message is received, the session initiation protocol message provides context data to be delivered to the contact context manager IVR interface Server at S935. The context record is then forwarded to the contact context manager.
The existing context record is updated with the session initiation protocol message information enhancement data at S940, and the updated context record is forwarded to the situational-aware IVR at S945 for use in caller interaction. If there is no existing context record for the customer, the contact context manager will create a context record with the session initiation protocol message provided data for the caller, and the situational-aware IVR will be informed. As noted previously, the session initiation protocol message enhancement data may be a URL, in which case the URL may point to a web address that shows a most recent caller location and environment. In any event, the session initiation protocol message enhancement data will be incorporated to the context record.
At S950, the updated context record is analyzed, and at S955, a script will be selected and/or modified based on the updated context record analyzed at S950. Services are then provided in accordance with the selected and/or modified script.
FIG. 10 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure. The process shown in FIG. 10 is generally described best with the system shown in FIG. 5. In FIG. 10, enrichment data is received at an IVR at S1005. At S1010, identification data is obtained from the enrichment data. At S1015, the identification data is used to obtain a context record. The context record at S1015 is an existing record prepared for the customer before the call was ever received. At S1020, the context record is analyzed, and at S1025 an IVR script is identified and/or modified based on contextual data from the context record. FIG. 10 thus serves as an overview of the operations of a situational-aware IVR described herein.
FIG. 11 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 11, a call is received at S1105, and a context record is requested from a context manager at S1110. At S1115, an IVR rules engine uses the context record to invoke rules to modify a script or select a script specifically based on preexisting rules used by the IVR rules engine for calls from different callers. The rules invoked by the IVR rules engine are not special rules used only for a caller; rather, treatment for a caller is customized based on how the rules are applied for the particular context record corresponding to the caller. At S1120, supplemental context information is obtained dynamically during a call based on information received during the call, and at S1125 the script is updated during the call based on the supplemental context information obtained during the call. Thus, in FIG. 11 context information that is information not directly obtained from interaction with the caller is obtained and used by a situational-aware IVR to modify the script already selected and being used to interact with the caller. As described herein, circumstances that would warrant updating a script already being used include when a caller is in a dense urban environment that is crowded with businesses or other people, or when a caller is moving in a car. The environmental information may include noise levels, information pertinent to the changing locations such as nearby food stores or safe places or open businesses or gas stations, or may simply be updated driving directions for how to get from one place to another.
FIG. 12 shows another exemplary process for informational enrichment for interactive systems, according to an aspect of the present disclosure. In FIG. 12, a session initiation protocol message is received at S1205, information in the session initiation protocol message is retrieved at S1210, and the information retrieved from the session initiation protocol message is modified at S1215. As described herein, the actions performed at S1205, S1210 and S1215 are consistent with actions performed by a SIP enrichment sub-system 320, 420 or 520. Additionally, at S1220, the modified information is inserted into the session initiation protocol message, and at S1225 the modified (enriched) session initiation protocol message is routed back to the path towards its original destination.
At the destination, a script is identified and/or modified based on the received session initiation protocol message at S1230. An interactive service is provided at S1235. Analytics results are obtained from an external source at S1240, and supplemental content is provided to the caller based on the analytics results and while providing the interactive service.
In the embodiment of FIG. 12, the analytics results may suggest content such as advertisements or information to provide to the caller. For example, based on even just the contextual information provided in the initial session initiation protocol message, a location or gender of a caller can be quickly derived from many calling party numbers and customer names. This information can be used to match the call with content suggested based on analytics performed by, for example, a communication service provider, and the content can be played to the caller during pauses and holds in the call.
Further, although not illustrated, a contact center may also send content back to a calling device via a session initiation protocol message. For example, an executable instruction directing a calling device to a particular website may be provided back to the calling party device from the contact center. Thus, informational enrichment can be provided both ways in the manner described herein. The customer device can parse and retrieve any such executable instructions received in a session initiation protocol message from a contact center/situational-aware IVR.
The outbound session initiation protocol message can be used, for example, when a contact center needs to re-contact a customer such as to inform the customer that a complaint is resolved or help is on the way. If the customer is too busy or does not answer, a session initiation protocol message can be enriched so that a text or a short message service (SMS) message is sent to the customer based on information in the enriched session initiation protocol message.
In another example, a notification may be sent back to a customer after an IVR/agent session is complete. The mechanisms for reporting include email, SMS, call back and so on. When the IVR/agent calls back, the IVR/agent can ask the SIP enrichment sub-system service to enrich a session initiation protocol message header/body with textual information. Therefore, when the call is received by the customer device, the embedded textual information can be extracted from the session initiation protocol message header/body. The extracted information may be, for example, a voice attachment.
A use for the situational-aware IVR may be for an existing customer who calls a contact center by either a landline or a mobile/cellular device. As described herein, the initial session initiation protocol message is enriched and routed to a PBX/ACD of an enterprise call center. The PBX/ACD then routes the call itself to the situational-aware IVR, which then uses session initiation protocol contextual data to identify and greet the customer. The situational aware IVR can also forward the contextual data to a contact context manager to retrieve an existing context record, and the contact context manager will then incorporate the new session initiation protocol message context data into the existing context record before returning the updated context record back to the situational aware IVR. The IVR rules engine then invokes rules to determine the appropriate voice response to select and/or modify based on the updated context record.
Another use case for the situational aware IVR is for a new customer, where the enriched session initiation protocol message is used to identify and greet the customer, but then also used to create a new context record for the customer since no context record exists. The context record can be later updated using additional context information derived from the various sources described herein. The new context record in this use case is used to invoke rules to select and/or modify a script of voice responses based on the context record.
Accordingly, informational enrichment for interactive systems enables a situational aware IVR system to reduce or eliminate processing time. The time saved or eliminated may be time that would be spent by a human agent to collect information or resolve a concern. For example, if 10% of call time and calls are eliminated for the informational enrichment for interactive systems described herein, it may translate into thousands of calls per day and millions of dollars per year for a high-volume call recipient. Additionally, the enhanced processing also can help reduce hold times as calls are processed faster due to less time being spent by agents and IVR systems collecting information that can be obtained before calls are received or while calls are being processed. Use of the systems described herein can improve net promoter scores, quality of (user) experiences, first call resolutions, and transfer rates.
Although informational enrichment for interactive systems has been described with reference to several exemplary embodiments, it is understood that the words that have been used are words of description and illustration, rather than words of limitation. Changes may be made within the purview of the appended claims, as presently stated and as amended, without departing from the scope and spirit of informational enrichment for interactive systems in its aspects. Although informational enrichment for interactive systems has been described with reference to particular means, materials and embodiments, informational enrichment for interactive systems is not intended to be limited to the particulars disclosed; rather informational enrichment for interactive systems extends to all functionally equivalent structures, methods, and uses such as are within the scope of the appended claims.
For example, informational enrichment for interactive systems is mainly described as using contextual information inserted into an intercepted session initiation protocol message. However, contextual information may also be retrieved based on a marker inserted into a session initiation protocol message, rather than information directly that is entirely placed into a session initiation protocol message. For example, an executable uniform resource locator (URL) address may be placed into a session initiation protocol message. Alternatively, the inserted information may be coded information that can be decoded and expanded at or by the situational-aware IVR, such as binary values to indicate male/female, race or ethnicity, religion, age, marital status, whether a caller is a customer or not, whether the caller has an ongoing complaint that has already been registered, and so on.
Additionally, while session initiation protocol has been specified as the message protocol used herein, any alternative message with a similar purpose and function can be used in the same manner as session initiation protocol messages. Such messages should be first sent and received before communications occur between a user and an interactive system such as an IVR, but otherwise alternative forms of electronic messages can be used in order to obtain the same results as described herein. Such messages are also not limited to internet protocol (IP) based networks, and can be used in networks that use other types of communication protocols.
While the computer-readable medium is shown to be a single medium, the term “computer-readable medium” includes a single medium or multiple media, such as a centralized or distributed database, and/or associated caches and servers that store one or more sets of instructions. The term “computer-readable medium” shall also include any medium that is capable of storing, encoding or carrying a set of instructions for execution by a processor or that cause a computer system to perform any one or more of the methods or operations disclosed herein.
In a particular non-limiting, exemplary embodiment, the computer-readable medium can include a solid-state memory such as a memory card or other package that houses one or more non-volatile read-only memories. Further, the computer-readable medium can be a random access memory or other volatile re-writable memory. Additionally, the computer-readable medium can include a magneto-optical or optical medium, such as a disk or tapes or other storage device to capture carrier wave signals such as a signal communicated over a transmission medium. Accordingly, the disclosure is considered to include any computer-readable medium or other equivalents and successor media, in which data or instructions may be stored.
Although the present specification describes components and functions that may be implemented in particular embodiments with reference to particular standards and protocols, the disclosure is not limited to such standards and protocols. For example, standards noted herein may represent examples of the state of the art. Such standards are periodically superseded by re efficient equivalents having essentially the same functions. Accordingly, replacement standards and protocols having the same or similar functions are considered equivalents thereof.
The illustrations of the embodiments described herein are intended to provide a general understanding of the structure of the various embodiments. The illustrations are not intended to serve as a complete description of all of the elements and features of the disclosure described herein. Many other embodiments may be apparent to those of skill in the art upon reviewing the disclosure. Other embodiments may be utilized and derived from the disclosure, such that structural and logical substitutions and changes may be made without departing from the scope of the disclosure. Additionally, the illustrations are merely representational and may not be drawn to scale. Certain proportions within the illustrations may be exaggerated, while other proportions may be minimized. Accordingly, the disclosure and the figures are to be regarded as illustrative rather than restrictive.
One or more embodiments of the disclosure may be referred to herein, individually and/or collectively, by the term “invention” merely for convenience and without intending to voluntarily limit the scope of this application to any particular invention or inventive concept. Moreover, although specific embodiments have been illustrated and described herein, it should be appreciated that any subsequent arrangement designed to achieve the same or similar purpose may be substituted for the specific embodiments shown. This disclosure is intended to cover any and all subsequent adaptations or variations of various embodiments. Combinations of the above embodiments, and other embodiments not specifically described herein, will be apparent to those of skill in the art upon reviewing the description.
In accordance with an aspect of the present disclosure, a method includes intercepting a session initiation protocol message used to initiate a bidirectional communication and in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated. The method also includes obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated. The method further includes inserting, using a computer processor of an intermediary computer, the supplemental information into the session initiation protocol message, and routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated.
In accordance with another aspect of the present disclosure, the method also includes providing the interactive services to a party initiating the bidirectional communication. The supplemental information includes contextual information descriptive of the party initiating the communication.
In accordance with yet another aspect of the present disclosure, the interactive services include IVR services. The IVR services are varied based on the supplemental information, so that interactive services provided to the party initiating the bidirectional communication differ from interactive services provided to another party based solely on differences in supplemental information provided for communications initiated by the party initiating the bidirectional communication and the another party.
In accordance with still another aspect of the present disclosure, the method further includes providing the interactive services to a party initiating the bidirectional communication. The supplemental information include a location of the party initiating the bidirectional communication.
In accordance with another aspect of the present disclosure, the method also includes providing the interactive services to a party initiating the bidirectional communication. The supplemental information includes information derived from a history of interactions between the party initiating the bidirectional communication and a system that includes the networked recipient computer that provides the interactive services.
In accordance with another aspect of the present disclosure, the supplemental information is inserted into a header of the session initiation protocol message. The supplemental information may be small enough to include entirely in the header of a session initiation protocol message. However, the information provided in the header may include a marker or even an address to indicate another place where the supplemental information can be found. A marker in the header may indicate that context data can be found in the message body of the session initiation protocol message body. Further, truly large amounts of context data may be provided at an executable address placed in the header of the session initiation protocol message. A uniform resource locator (URL) can be used when the contextual data is dynamic in addition to when the contextual data is voluminous. As a result, a context manager can retrieve the contextual data as frequently as needed using the uniform resource locator associated with a particular party or account.
In accordance with still another aspect of the present disclosure, the session initiation protocol message is intercepted in a telecommunication provider network, supplemented in a session initiation protocol enrichment sub-system, and returned to the telecommunication provider network before reaching the networked recipient computer that provides the interactive services.
In accordance with another aspect of the present disclosure, the session initiation protocol enrichment sub-system includes a rule engine that uses predetermined rules to determine what supplemental information to insert into the session initiation protocol message.
In accordance with another aspect of the present disclosure, the method also includes providing the interactive services to a party initiating the bidirectional communication. The method further includes updating the networked recipient computer that provides the interactive services, while the networked recipient computer provides the interactive services, with additional supplemental information obtained after the session initiation message is provided to the networked recipient computer.
In accordance with still another aspect of the present disclosure, the method further includes obtaining an analytics result from a telecommunication provider network by which the session initiation protocol message is provided. The method also includes providing supplemental content based on the analytics result from the networked interactive computer to a party initiating the bidirectional communication.
In accordance with another aspect of the present disclosure, the method also includes sending an enriched session initiation protocol message back to a device used by a party to initiate the bidirectional communication.
In accordance with another aspect of the present disclosure, the method also includes supplementing an existing context record for a party initiating the bidirectional communication with the supplemental information inserted into the session initiation protocol message.
In accordance with still another aspect of the present disclosure, the method further includes updating an existing script for the interactive services based on the context record supplemented with the supplemental information.
In accordance with another aspect of the present disclosure, the method also includes updating an existing script for the interactive services based on the supplemental information inserted into the session initiation protocol message.
In accordance with an aspect of the present disclosure, a computer apparatus includes a memory that stores instructions, and a processor that executes the instructions. When executed by the processor, the instructions cause the processor to perform operations including intercepting a session initiation protocol message used to initiate a bidirectional communication and in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated. The operations also include obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated. The operations further include inserting the supplemental information into the session initiation protocol message, and routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated.
In accordance with still another aspect of the present disclosure, the computer apparatus is an element in a session initiation protocol enrichment subsystem intermediate to the network computer that provides the interactive services and a party initiating the bidirectional communication.
In accordance with another aspect of the present disclosure, the session initiation protocol enrichment sub-system receives the session initiation protocol message from a telecommunication provider network, and returns the session initiation protocol message with the supplemental information to the telecommunication provider network for routing to the networked recipient computer.
In accordance with another aspect of the present disclosure, the processor includes a call interceptor that intercepts the bidirectional communication and decomposes the session initiation protocol message. The computer apparatus further includes a session initiation protocol message generator that regenerates the session initiation protocol message with the supplemental information, and provides the session initiation protocol message regenerated for distribution back to the telecommunication provider network.
In accordance with still another aspect of the present disclosure, the computer apparatus further includes a session initiation protocol rule engine that determines rules for supplementing the session initiation protocol message with supplemental content; and a database that stores the rules for supplementing the session initiation protocol message.
In accordance with an aspect of the present disclosure, a tangible computer readable storage medium stores a computer program. The computer program, when executed by a processor, causes a computer apparatus to perform a process that includes intercepting a session initiation protocol message used to initiate a bidirectional communication and in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated. The process also includes obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated. The process further includes inserting, using a computer processor of an intermediary computer, the supplemental information into the session initiation protocol message, and routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated.
The Abstract of the Disclosure is provided to comply with 37 C.F.R. §1.72(b) and is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. In addition, in the foregoing Detailed Description, various features may be grouped together or described in a single embodiment for the purpose of streamlining the disclosure. This disclosure is not to be interpreted as reflecting an intention that the claimed embodiments require more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter may be directed to less than all of the features of any of the disclosed embodiments. Thus, the following claims are incorporated into the Detailed Description, with each claim standing on its own as defining separately claimed subject matter.
The preceding description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present disclosure. As such, the above disclosed subject matter is to be considered illustrative, and not restrictive, and the appended claims are intended to cover all such modifications, enhancements, and other embodiments which fall within the true spirit and scope of the present disclosure. Thus, to the maximum extent allowed by law, the scope of the present disclosure is to be determined by the broadest permissible interpretation of the following claims and their equivalents, and shall not be restricted or limited by the foregoing detailed description.

## Claims

1. A method, comprising:
intercepting a session initiation protocol message used to initiate a bidirectional communication, the session initiation protocol message in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated;
obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated;
inserting, using a computer processor of an intermediary computer, the supplemental information into the session initiation protocol message; and
routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated,
wherein the session initiation protocol message is intercepted in a telecommunication provider network, supplemented in a session initiation protocol enrichment sub-system, and returned to the telecommunication provider network before reaching the networked recipient computer that provides the interactive services,
wherein the session initiation protocol enrichment sub-system includes a rule engine that uses predetermined rules to determine what supplemental information to insert into the session initiation protocol message, and
wherein the interactive services are provided based at least in part on the supplemental information.

2. The method of claim 1, further comprising:
providing the interactive services to a party initiating the bidirectional communication,
wherein the supplemental information comprises contextual information descriptive of the party initiating the bidirectional communication.

3. The method of claim 2,
wherein the interactive services comprise interactive voice response services, and
wherein the interactive voice response services are varied based on the supplemental information, so that the interactive voice response services provided to the party initiating the bidirectional communication differ from interactive voice response services provided to another party based solely on differences in the supplemental information provided for communications initiated by the party initiating the bidirectional communication and the another party.

4. The method of claim 1, further comprising:
providing the interactive services to a party initiating the bidirectional communication,
wherein the supplemental information comprises a location of the party initiating the bidirectional communication.

5. The method of claim 1, further comprising:
providing the interactive services to a party initiating the bidirectional communication,
wherein the supplemental information comprises information derived from a history of interactions between the party initiating the bidirectional communication and a system that includes the networked recipient computer that provides the interactive services.

6. The method of claim 1,
wherein the supplemental information is inserted into a header of the session initiation protocol message.

7. The method of claim 1, further comprising:
providing the interactive services to a party initiating the bidirectional communication; and
updating the networked recipient computer that provides the interactive services, while the networked recipient computer provides the interactive services, with additional supplemental information obtained after the session initiation protocol message is provided to the networked recipient computer.

8. The method of claim 7, further comprising:
obtaining an analytics result from the telecommunication provider network by which the session initiation protocol message is provided; and
providing the supplemental information based on the analytics result from the networked recipient computer to the party initiating the bidirectional communication.

9. The method of claim 1, further comprising:
sending an enriched session initiation protocol message back to a device used by a party to initiate the bidirectional communication.

10. The method of claim 1, further comprising:
supplementing an existing context record for a party initiating the bidirectional communication with the supplemental information inserted into the session initiation protocol message.

11. The method of claim 10, further comprising:
updating an existing script for the interactive services based on the existing context record supplemented with the supplemental information.

12. The method of claim 1, further comprising:
updating an existing script for the interactive services based on the supplemental information inserted into the session initiation protocol message.

13. A computer apparatus, comprising:
a memory that stores instructions, and
a processor that executes the instructions,
wherein, when executed by the processor, the instructions cause the processor to perform operations comprising:
intercepting a session initiation protocol message used to initiate a bidirectional communication, the session initiation protocol message in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated;
obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated;
inserting the supplemental information into the session initiation protocol message; and
routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated,
wherein a session initiation protocol enrichment sub-system receives the session initiation protocol message that is intercepted in a telecommunication provider network, and returns the session initiation protocol message with the supplemental information to the telecommunication provider network for routing to the networked recipient computer,
wherein a session initiation protocol rule engine determines rules for supplementing the session initiation protocol message with the supplemental information, and
wherein the interactive services are provided based at least in part on the supplemental information.

14. The computer apparatus of claim 13,
wherein the computer apparatus is an element in the session initiation protocol enrichment sub-system intermediate to the networked recipient computer that provides the interactive services and a party initiating the bidirectional communication.

15. The computer apparatus of claim 13,
wherein the processor comprises a call interceptor that intercepts the bidirectional communication and decomposes the session initiation protocol message, and
wherein the computer apparatus further comprises a session initiation protocol message generator that regenerates the session initiation protocol message with the supplemental information, and provides the session initiation protocol message regenerated for distribution back to a telecommunication provider network.

16. The computer apparatus of claim 15, further comprising:
a database that stores the rules for supplementing the session initiation protocol message.

17. A non-transitory computer readable storage medium that stores a computer program, the computer program, when executed by a processor, causing a computer apparatus to perform a process comprising:
intercepting a session initiation protocol message used to initiate a bidirectional communication, the session initiation protocol message in transit to a networked recipient computer that provides interactive services for the bidirectional communication to be initiated;
obtaining, based on information in the session initiation protocol message, supplemental information to provide to the networked recipient computer of the bidirectional communication to be initiated;
inserting, using a computer processor of an intermediary computer, the supplemental information into the session initiation protocol message; and
routing the session initiation protocol message with the supplemental information inserted to the networked recipient computer that provides the interactive services for the bidirectional communication to be initiated,
wherein the session initiation protocol message is intercepted in a telecommunication provider network, supplemented in a session initiation protocol enrichment sub-system, and returned to the telecommunication provider network before reaching the networked recipient computer that provides the interactive services,
wherein the session initiation protocol enrichment sub-system includes a rule engine that uses predetermined rules to determine what supplemental information to insert into the session initiation protocol message, and
wherein the interactive services are provided based at least in part on the supplemental information.