Abstract:
An interactive display response (IDR) system is provided. The IDR system includes an interactive display server (IDS) for communicating display requests from a call center to a plurality of mobile devices attempting to establish a connection with the call center, wherein the IDS is further configured to transfer the graphical displays to an interactive display agent (IDA) executed on a remote server and accessible by each mobile device of the plurality mobile devices having an established connection with the IDS.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application is a continuation of U.S. patent application Ser. No. 13/681,092, filed Nov. 19, 2012, now allowed. The 13/681,092 application is a continuation of U.S. patent application Ser. No. 12/831,740, filed on Jul. 7, 2010 and now U.S. Pat. No. 8,340,255, which claims the benefit of U.S. provisional application No. 61/223,633 filed on Jul. 7, 2009, the contents of which are herein incorporated by reference. 
     
    
     TECHNICAL FIELD 
       [0002]    This disclosure generally relates to call centers, and more particularly for enabling interactive display response (IDR) with call centers. 
       BACKGROUND 
       [0003]    One of the challenges facing companies, organizations, and enterprises today is to present their customers with access to information without exploiting their resources. With this aim, call center systems have been utilized to communicate with customers. A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests. Typically, call centers are based on interactive voice response (IVR) systems that provide information and/or call routing by leading a user through a series of menu-driven voice prompts. 
         [0004]    Other means to serve requests from customers are web sites that can be accessed through personal computers (PCs) or mobile devices. However, customers often choose to call the company for service with the intent of talking to an agent or interacting with the company via phone. 
         [0005]    IVR systems are commonly used for automating customer service call routing and automated account information (e.g., bank account information). Users of such systems often experience problems navigating through the menu. Thus, frustrated users often abandon their quest for information and terminate the telephone call, prior to reaching the sought information. When users abandon the automated information delivery system, they typically seek a human attendant to connect with to obtain the information originally sought. This increases the demand for human agents in call centers, thereby increasing the cost of operating an automated information delivery system. 
         [0006]    In addition, as users are required to traverse a menu tree, it is common that users become frustrated with menu-driven information delivery systems and resort to contacting a human operator. Typically, menu-driven information delivery systems do not enable the user to navigate directly to the desired information and/or service, but rather require the user to traverse a predefined path through the menu tree to the user&#39;s objective. 
         [0007]    Further, IVR systems are not designated to provide service to disabled people, for example, as defined in Section 255 of the US Federal Law—Telecommunications Access for People with Disabilities. That is, IVR systems are not accessible by the hearing impaired and the dynamically heard menus and prompts, presented by the IVR systems, do not serve as an appropriate solution for people suffering from attention deficit disorder (ADD)/attention deficit-hyperactivity disorder (ADHD) with severe concentration difficulties. 
         [0008]    Therefore, it would be advantageous to provide a solution that overcomes the deficiencies of IVR systems to improve the experience of customers interacting with call centers. 
       SUMMARY 
       [0009]    Certain embodiments disclosed herein include an interactive display response (IDR) system. The system comprises an interactive display server (IDS) for communicating display requests from a call center to a plurality of mobile devices attempting to establish a connection with the call center, wherein the IDS is further configured to transfer the graphical displays to an interactive display agent (IDA) executed on a remote server and accessible by each mobile device of the plurality mobile devices having an established connection with the IDS. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0010]    The subject matter disclosed herein is particularly pointed out and distinctly claimed in the claims at the conclusion of the specification. The foregoing and other objects, features, and advantages of the disclosed embodiments will be apparent from the following detailed description taken in conjunction with the accompanying drawings. 
           [0011]      FIG. 1  is a diagram network for deploying an interactive display response (IDR) system in accordance with an embodiment; 
           [0012]      FIG. 2  is a diagram network for deploying an interactive display response (IDR) system in accordance with another embodiment; 
           [0013]      FIG. 3  is a flow diagram illustrating the operation of the IDR system in accordance with an embodiment; 
           [0014]      FIG. 4  is a flow diagram illustrating the operation of the IDR system in accordance with another embodiment; 
           [0015]      FIG. 5  is an illustration of a display containing a cruise control feature; 
           [0016]      FIG. 6  is an illustration of a visual reminder; 
           [0017]      FIGS. 7A ,  7 B and  7 C are example for screen layouts designed using the display builder; and 
           [0018]      FIG. 8  is an illustration of a graphical product display. 
       
    
    
     DETAILED DESCRIPTION 
       [0019]    The embodiments disclosed by herein are only examples of the many possible advantageous uses and implementations of the innovative teachings presented herein. In general, statements made in the specification of the present application do not necessarily limit any of the various claimed embodiments. Moreover, some statements may apply to some inventive features but not to others. In general, unless otherwise indicated, singular elements may be in plural and vice versa with no loss of generality. In the drawings, like numerals refer to like parts through several views. 
         [0020]      FIG. 1  shows a non-limiting diagram of a network for deploying an interactive display response (IDR) system in accordance with an embodiment. According to this embodiment, a voice call to the call center  18 , triggers the call center&#39;s IVR and the IDR flows in parallel. That is, voice prompts during a call are fully synchronized with the IDR displayed menu. Any changes in the flow caused by a selection made in the IVR menu causes a change in the IDR displayed menu and vice versa. 
         [0021]    The IDR system is realized through an interactive display agent (IDA)  10 , an interactive display server (IDS)  15 , and an IDR API  19  that provides an interface to servers of a call/contact center  18 . The IDA  10  is installed on the mobile device. In accordance with certain embodiments, the IDA may be downloaded from mobile application stores, sent to the mobile device using a distribution mechanism, such as the Over-The-Air (OTA), manually installed, or be embedded in the device. The IDA  10  is activated once a telephone call is placed with a gateway  17  of the call center  18  through one or more of networks  11 ,  12 ,  13 , and  14 . These networks include, but are not limited, to cellular networks, Internet protocol (IP) networks, local area networks (LAN), public switched telephone networks (PSTN), or combination thereof. 
         [0022]    The IDS  15  further receives on-line display requests on an inter process communication channel (IPC)  34  from a web service gateway  20  included in the call center  18  via one or more of networks  11 - 14 . The requests are generated by the call center&#39;s IVR scripts (that act as a logic engine and state machine). The IVR scripts include a set of commands directed towards the IDS  15 , such commands encapsulate the display requests. For example, the commands may include the screen to be presented in each stage during the call flow. The IDS  15  forwards the received requests to the IDA  10  through one or more of networks  11 - 14 . In response, the IDA  10  submits DTMF or messages over the IPC back to the IDR API  19  per user&#39;s decision. 
         [0023]    It should be noted that the IDA  10  utilizes the mobile device&#39;s capabilities (e.g., graphics, touch screen) to allow a wide graphic display and touch screen interaction. The IDA  10  generates menus containing plain text or GUI containing Flash or video depending on the device&#39;s capabilities executing the IDA  10 . Specifically, the IDS  15  accepts from IDR API  19  messages and display parameters that are common to all types of mobile devices. The IDA  10  or the IDS  15  translates the display parameters and adjusts the device display according to this translation. The IDA  10  knows the mobile device&#39;s operating system, display area, screen size, and screen type and generates the display accordingly. Details regarding the IDA host (technical or personal) may or may not be transferred to the IDS  15 . 
         [0024]    The IDR API  19  allows integration of a call-center&#39;s call flow and existing IVR scripts to visually display script prompts and information on mobile devices by means of the IDA  10 . A script is a call center automated customer interaction mechanism. In accordance with an embodiment, the IDR API is platform independent and may have the format of including, but not limited to, XML and/or web service calls. The IDS  15  facilitates the communication between the IDA  10  and IDR API  19 . The IDS  15  acts as a registrar for mobile devices executing IDAs. Registered devices are saved in a database  16  coupled to the IDS  15 . 
         [0025]    The IDA  10 , IDR API  19 , and IDS  15  communicate with each other using a communication protocol, such as SOAP. In accordance with certain embodiments, messages exchanged between these components are formed as interactive display language (IDL). The IDL is an XML format for specifying interactive display dialogues between a mobile device and a server. The IDL is populated by the IDR API  19  based on an IVR script by the IDS  15 . The IDA  10  parses the IDL according a set of rules, and modifies the mobile device&#39;s display accordingly. The IDL includes tags that instruct the IDA to display different sets of controls, such as menus and informational text, quick launch controls, and displayed banners. The IDL also includes tags that define the type of user, for special data concerning the user preferences, and specific setting of an IDA  10 . 
         [0026]    In accordance with an embodiment, the IDA  10  and IDS  15  can communicate with any call center and are not tailored to specific centers. That is, a user&#39;s mobile device runs a single IDA  10  that allows it to receive IDR services from different call centers via a single IDS  15 . 
         [0027]    In the embodiment illustrated in  FIG. 1 , the interactive display response is realized by the following flow. The call center  18  runs an IVR script prompting the user to enter his selections. The IDR API  19  interfaces with the call center  18  and generates requests based on the script. For example, if the IVR script reaches a state informing the user to enter his account number, the IDR API  19  generates a request conveying the same message. Requests from the IDR API  19  are sent the IDS  15  through IPC  32  and  24 . The IDS  15  processes the requests and sends them to the IDA  10  via connections  32  and  31  or connections  32 ,  25 , and  30  depending on the connectivity between the mobile device executing the IDA  10  and the IDS  15 . The IDA  10  processes each received request and displays the message included therein. The IDA  10  further captures the user&#39;s input responsive to the display message and sends the input (user&#39;s selection), to the IDR API  19  via connections  30  and  33 . The user&#39;s selections are sent to the call center using Dual-tone multi-frequency signaling (DTMF). In accordance with another embodiment, users can communicate their selections and/or provide other inputs to the call center by sending messages through the IDS  15 . The messages may be in formats including, but not limited to, short message service (SMS) messages, email messages, multimedia messaging service (MMS) messages, images, video clips, audio clips, any combination thereof, and the like. 
         [0028]      FIG. 2  shows a non-limiting diagram of a network for deploying an interactive display response (IDR) system in accordance with another embodiment. In this embodiment, the IDA  10  and IDS  15  implement a unified display response (UDR) without any integration with IVR services. Accordingly, menus and graphical prompts are displayed on the mobile device executing the IDA  10  according to data transferred from the UDR  22  via the IDS  15 . A selection of a control on the mobile device (e.g., menu button) is sent to the IDS  15 , with a request to get the next display. It should be appreciated that such embodiment allows interacting with a web site containing information for customers. The information is displayed not in a form of web-pages, but rather as GUI that display messages responsive to user selections. 
         [0029]    A connection from the mobile device executing the IDA  10  and the IDS  15  is through one or more of networks  11 ,  12 , and  14 , which may be any combination of IP network, LAN, and cellular network. The IDA  10  and IDS  15  exchange messages in a format of IDL over IPC  32  as described in detail above. Specifically, the IDS  15  receives requests from the IDA  10  through IPC  32 , processes the requests, and sends, visual menus to IDA  10  responsive to the processed requests. IDA  10  sends the user&#39;s selections to the scripts using post IPC massages. 
         [0030]      FIG. 3  shows an exemplary and non-limiting flow diagram illustrating the operation of the IDR system in accordance with an embodiment. In the embodiment, messages are displayed on a mobile device running the IDA  10  responsive to an IVR script of the call center. 
         [0031]    At S 310 , the IDA  10  dials the call center  18  via a cellular network and simultaneously connects to the IDS  15  via the IP network. That is, a voice session is opened with the call center and data session is established with the call center. It should be noted that the data session with the IDS  15  is opened only when the call center  18  is subscribed to provide IDR services. With this aim, when the IDA  10  dials the number of the call center  18 , the IDA  10  checks if IDR services should be provided, and if so a connection is established with the IDA  10 . At S 320 , the call center  18  accesses the IDS  15  via the IDR API  19  with the data to be displayed on the IDA  10 . The data is generated by the contact center&#39;s  18  IVR script and may include data retrieved from CRM\ERP servers. At S 330 , the IDS  15  sends to the IDA  10  information to be displayed on the mobile device. In addition, the IDA  10  may be directed by the IDL commend to collect data from multiple sources, such as e-commerce servers, streaming media servers, and the like. Data retrieved from such resources can be displayed together with the messages received from the IDS  15 . For example, the IDA  10  can generate a display that includes a text promoting the user to enter his account number together with an advertisement downloaded from an e-commerce server. At S 340 , the user input, i.e., the user selection is sent from the IDA  10  to the call center  18  over the voice session by using DTMF. In addition, the IDA  10  can also send data such as text message (e.g., SMS, MMS, and the like) to the call center  18  through the IDS  15  over the data session. 
         [0032]    It should be noted that anytime during an active session between the IDA  10  and the call center  19 , the call can be transferred to an attendant. The attendant can communicate with the user of the mobile device over the data session established with the IDS  15  and IDA  10 . For example, the attendant can send to the IDA  10  messages in formats including, but not limited to, short message service (SMS) messages, email messages, multimedia messaging service (MMS) messages, images, video clips, audio clips, any combination thereof, and the like. It should be further noted, that as the user and the attendant can exchange messages, a chat session can be established between the two parties. An attendant can participate in chat session with multiple users. 
         [0033]      FIG. 4  shows an exemplary and non-limiting flow diagram illustrating the operation of the IDR system in accordance with an embodiment. In the embodiment, messages are displayed on a mobile device running the IDA  10  responsive to an IVR script of the call center. 
         [0034]    At S 410 , the IDA  10  connects to the IDS  15  via the IP network. At S 420 , the IDS  15  accesses a UDR engine  22 , via the IDR IP  19 , to retrieve data to be displayed. The UDR engine  22  implements a state machine that provides the updated screen to be displayed based on the recent user&#39;s selection. The UDR engine  22  can collect information from CRM\ERP servers and/or web sites (not shown). At S 430 , data from the UDR engine  22  is sent to the IDS  15 . At S 440 , the IDS  15  sends to the IDA  10  information to be displayed on the mobile device. In addition, the IDA  10  may collect data from multiple sources, such as e-commerce servers, streaming media servers, and the like. Data retrieved from such resources can be displayed together with messages received from the IDS  15 . 
         [0035]    In accordance with one embodiment, the IDR system can be utilized to provide IDR services for people with disabilities. The Americans with Disabilities Act (ADA) requires business, Service providers, and government agencies to offer the same services to the disabled as to all of the population. The purpose of the IDR system is to provide equal access to information for the hearing impaired and persons suffering from ADD\ADHD as provided to the rest of the population. With this aim, the IDR system serves as a bridge between the service provider users&#39; mobile device. Using the process described, the content of an IVR script is displayed on the users&#39; mobile devices using the IDA  10 , IDS  15 , and IDR API  19 . Thus, each call flow can be identical to the hearing impaired and non-hearing impaired. In addition, individuals suffering from concentration disabilities who cannot communicate with an IVR, can interact with the call center using a graphical interface. Such implementation would comply with Sections 255 and 251 (a)(2) of the US Federal Law. 
         [0036]    In accordance with an embodiment, a cruise control is provided. The cruise control is a shortcut to a location within the flow of the IVR or IDR. That is, the user can select an entry in the menu without going back to the main menu all over again. As illustrated in  FIG. 5 , there are two types of cruise control menus: recently selected and top selections. According to this embodiment, the user&#39;s last selections for each call center are saved by the IDS  15  in the database  16 . The selection refers to the last place in the call flow the user has reached in a single call. The Recently Selected menu is generated by the IDA  10  using this data and displayed over the mobile device. 
         [0037]    In addition, the IDS  15  accumulates the selections made by all users calling to a certain call center. Using the accumulated selections, the Top Selections menu is generated by the IDA  10  and displayed over the mobile device. 
         [0038]    In certain embodiments, the IDA  10  may generate controls in the form of images, in which each control represents a common entity or task. For example, as illustrated in  FIG. 5 , there are  3  images that are controls to access “Customer-Service”, “Marketing”, “Sales” departments in the company. In addition, a display&#39;s title is provided for each displayed screen. The title is displayed in order to simplify the use of the flow and state the current location of the user within the flow. As shown in  FIG. 5  the instruction “Please select the required service” is the title for the display offering navigation to “Customer-Service”, “Marketing”, “Sales” departments. The title settings, such as font, language, color and more are configurable. 
         [0039]    As mentioned above the IDA  10  interacts with the IDS  15  in a fully asynchronous communication over an IP network. This method of communication enables the IDA  10  to communicate with several IDSs  15  and web services in parallel without any interruption. In such way, advertisements and commercial content can be pushed to the mobile devices from various sources and content providers while the IDR menus and prompts are being displayed. The advertisements may be displayed in an information bar, as shown in the last figure on the top of the display. The information bar can be located at different areas of the display. 
         [0040]    In accordance with an embodiment, the IDR system can be utilized to collect users&#39; selections made during calls to call centers. Such information can be processed to produce demographic data about the user. Demographic data can be gathered from such as databases maintained by service providers. 
         [0041]    Based on the demographic data targeted commercial content (e.g., ads) can be sent to the users. In an embodiment, the user&#39;s active interest in the displayed commercial content can be tracked. In addition, based on the demographic data the type and design of controls is determined. For example, different controls could be used when targeting different groups of impaired and disabled population, language of the displayed content, and so on. 
         [0042]    In accordance with an embodiment, the IDR system can be utilized to provide send reminders to users. In this embodiment, users can receive visual reminders (e.g., reminders on upcoming appointments or scheduled events) to their mobile devices using the IDR system. The IDS  15  generates a message that is translated to a visual reminder by the IDA  10 . An illustration of a visual reminder is provided in  FIG. 6 . The visual reminder includes the relevant details of the scheduled meeting/appointment. The reminders are uploaded by service providers to the database  16 . The IDR system may also generate a report including messages that were sent, date and time of submission, and the feedback received from the user. 
         [0043]    In accordance with an embodiment, a display builder tool is provided. The display builder is utilized to render a customized design for a display screen. The displays are determined by call center scripts (or UDR scripts). The information is “pushed” to the IDA  10  using the IDL. To render a non-standard screen layout, the script designer can use the display builder to design such a layout. 
         [0044]    According to this embodiment, a drawing facilitating distinctive colors and unique screen item positions (title, icons, buttons, commercial content etc.) is created. Then, the display builder converts the drawing to IDL representation. Since mobile devices vary in display capabilities, the display builder contains simulator and adjustment tools. The designer is able to see how a screen is supposed to look on different devices and make the necessary changes. A light text only version of a display design can be made for use on older or limited devices. Examples for different screen layouts generated using the display builder is provided in  FIG. 7A ,  78 , and  7 C. The illustration in  FIG. 7C  demonstrates how a simple device may present the complex layout shown in  78 . 
         [0045]      FIG. 8  illustrates a graphical product display generated in accordance with an embodiment. The graphical product display allows customers to view products for sale on their devices using the IDR system. Once an inbound session for the IDA  10  reaches the IDS  15 , the IDS  15  loads from the business provider database the required data to display onto the calling device. Upon selection of a preferred product, the selection is sent from the IDA  10  to the IDS  15  to a business provider&#39;s database. Upon a business provider&#39;s approval, the IDS  15  submits a visual approval notification to the end user&#39;s IDA  10  regarding the relevant selection. This service allows any business to display their goods visually, to any potential customers by providing the end user with a fully colorful vivid image of their goods on the user&#39;s mobile device. 
         [0046]    It should be apparent to one skilled in the art, that other services can be developed or provided by the IDR system disclosed herein. For example, the IDR system allows users to search within various lists that are provided by service providers, such as lists of names, departments, services, and so on. This allows to “flattening” the logic of the call center, i.e., provide more direct action rather than menu-by-menu convergence to a selection. Search is provided in several ways including, but not limited to, letter-by-letter list filtering, list browsing and more. 
         [0047]    Another example is a service for scheduling appointments. The user can call to an IDR integrated call center and receive a visual calendar to be displayed on his/her mobile device. Using that display, the end user can schedule an appointment. Yet as another example is a mobile surveys and polls service adapted to collect and obtain data from customers by the IDR system. The pool is uploaded to the database  16  and sent to user via the IDS  15  and IDA  10  according to a predefined script. The IDS  15  collects the pool results and generates a report. 
         [0048]    The disclosed embodiments can be implemented as hardware, firmware, software or any combination thereof. Moreover, the software is preferably implemented as an application program tangibly embodied on a program storage unit, a non-transitory, computer readable medium, or a non-transitory machine-readable storage medium that can be in a form of a digital circuit, an analogy circuit, a magnetic medium, or combination thereof. The application program may be uploaded to, and executed by, a machine comprising any suitable architecture. Preferably, the machine is implemented on a computer platform having hardware such as one or more central processing units (“CPUs”), a memory, and input/output interfaces. The computer platform may also include an operating system and microinstruction code. The various processes and functions described herein may be either part of the microinstruction code or part of the application program, or any combination thereof, which may be executed by a CPU, whether or not such computer or processor is explicitly shown. In addition, various other peripheral units may be connected to the computer platform such as an additional data storage unit and a printing unit. 
         [0049]    The foregoing detailed description has set forth a few of the many forms that the disclosed embodiments can take. It is intended that the foregoing detailed description be understood as an illustration of selected forms that the disclosed embodiments can take and not as a limitation to the definition of the disclosed embodiments. It is only the claims, including all equivalents that are intended to define the scope of the disclosed embodiments.