Abstract:
In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    The present application claims priority of European Patent Application No. 16177306.4, filed Jun. 30, 2016, the content of which is incorporated herein by reference in its entirety. 
       BACKGROUND 
       [0002]    In exemplary government engagement management systems, web client or web-based interaction and engagement systems are unable to accommodate the use of external knowledge searching capabilities. In other words, current systems are unable to use external, third-party systems seamlessly through the engagement management system in order to collect relevant knowledge content for the interaction with a client. 
       SUMMARY 
       [0003]    In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify. 
         [0004]    In one embodiment of the present application, a method of integrating to an external application for an agent in a web client application, the method comprises starting an interaction with a client with the web client application by the agent, searching for relevant knowledge content through a third-party integration module using a graphical user interface, and completing the interaction with the client with enhanced input from the search step. 
         [0005]    In an additional embodiment of the present application, a non-transient computer readable medium programmed with computer readable code that upon execution by a computer processor causes the computer processor to start an interaction with a client with the web client application by the agent, search for relevant knowledge content through a third-party integration module using a graphical user interface, and complete the interaction with the client with enhanced input from the search step. 
         [0006]    In another embodiment of the present application, a system for integrating to an external application for an agent in a web client application, the system comprises a client graphical user interface, a server-side application module in communication with the client graphical user interface over a network, a third-party integration module in communication with the server-side module, and a processing system communicatively connected to the third-party integration module, the server-side application module and the client graphical user interface such that the processing system allows the client graphical user interface to seamlessly integrate the external application into the client graphical user interface through the third-party integration module and the server-side application module. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0007]      FIG. 1  is a block diagram of an exemplary embodiment of a system of the present application. 
           [0008]      FIG. 2  is a block diagram of an exemplary embodiment of a system of the present application. 
           [0009]      FIG. 3 ,  FIG. 4  and  FIG. 5  are screen shots illustrating graphical user interfaces exemplary of an embodiment of the system of the present application. 
           [0010]      FIG. 6  is a flow chart of an exemplary embodiment of a method of the present application. 
       
    
    
     DETAILED DESCRIPTION 
       [0011]    In the present description, certain terms have been used for brevity, clearness and understanding. No unnecessary limitations are to be applied therefrom beyond the requirement of the prior art because such terms are used for descriptive purposes only and are intended to be broadly construed. The different systems and methods described herein may be used alone or in combination with other systems and methods. Various equivalents, alternatives and modifications are possible within the scope of the appended claims. Each limitation in the appended claims is intended to invoke interpretation under 35 U.S.C. §112, sixth paragraph, only if the terms “means for” or “step for” are explicitly recited in the respective limitation. 
         [0012]    In the field of government engagement management systems, agents in web client systems may wish to run specific scripts that allow the agent to be more efficient in handling interactions with a customer more efficiently by improving the operation of the system and computer generally. In such cases, the user logs on to an employee desktop web client as an interaction handling agent and starts an interaction with the user, by clicking on a VOICE IN button or another activation button on an interaction bar, thus allowing a script-flow to launch and display to the agent. The agent will then speak the text shown on the graphical user interface to the client and select the menu based on the response of the client. The agent may then be shown different screens in the content panel based on the nature of the call, and the interaction with the client is ended when the client has no more queries for the agent, and/or when the script-flow is completed. 
         [0013]      FIG. 6  is a flow chart that depicts an exemplary embodiment of a method  400  of external integration.  FIG. 6  illustrates a method  400  of the present application, and in an exemplary embodiment is performed in real-time during an agent/client interaction. In step  402 , the agent logs into the employee desktop web client application, and in step  404  the agent begins to handle an incoming interaction with a client. If in step  406  the knowledge search feature of the web client application is configured, then the agent is able to conduct searches for relevant knowledge content in step  408 . If the knowledge search application is not configured in step  406 , then the agent handles the interaction without the knowledge content search capability in step  410 , and the interaction with the client is completed in step  414 . In step  412 , the agent handles and processes the interaction with the enhanced input from the knowledge search in step  408 , and then the interaction with the client is completed in step  414 . 
         [0014]      FIG. 2  is a system diagram of an exemplary embodiment of a system  200  for external application integration. The system  200  is generally a computing system that includes a processing system  206 , storage system  204 , software  202 , communication interface  208  and a user interface  210 . The processing system  206  loads and executes software  202  from the storage system  204 , including a software module  230 . When executed by the computing system  200 , software module  230  directs the processing system  206  to operate as described in herein in further detail in accordance with the method  400 , as in further embodiments in accordance with the method  400  described herein with respect to  FIG. 6 . 
         [0015]    Although the computing system  200  as depicted in  FIG. 2  includes one software module in the present example, it should be understood that one or more modules could provide the same operation. Similarly, while description as provided herein refers to a computing system  200  and a processing system  206 , it is to be recognized that implementations of such systems can be performed using one or more processors, which may be communicatively connected, and such implementations are considered to be within the scope of the description. It is also contemplated that these components of the computing system  200  may be operating in a number of physical locations described below in the system  100  of  FIG. 1 . 
         [0016]    The processing system  206  can comprise a microprocessor and other circuitry that retrieves and executes software  202  from storage system  204 . Processing system  206  can be implemented within a single processing device but can also be distributed across multiple processing devices or sub-systems that cooperate in existing program instructions. Examples of processing system  206  include general purpose central processing units, application specific processors, and logic devices, as well as any other type of processing device, combinations of processing devices, or variations thereof. 
         [0017]    The storage system  204  can comprise any storage media readable by processing system  206 , and capable of storing software  202 . The storage system  204  can include volatile and non-volatile, removable and non-removable media implemented in any method or technology for storage of information, such as computer readable instructions, data structures, program modules, or other data. Storage system  204  can be implemented as a single storage device but may also be implemented across multiple storage devices or sub-systems. Storage system  204  can further include additional elements, such a controller capable, of communicating with the processing system  206 . 
         [0018]    Examples of storage media include random access memory, read only memory, magnetic discs, optical discs, flash memory, virtual memory, and non-virtual memory, magnetic sets, magnetic tape, magnetic disc storage or other magnetic storage devices, or any other medium which can be used to store the desired information and that may be accessed by an instruction execution system, as well as any combination or variation thereof, or any other type of storage medium. In some implementations, the storage media can be a non-transitory storage media. In some implementations, at least a portion of the storage media may be transitory. 
         [0019]    User interface  210  can include a mouse, a keyboard, a voice input device, a touch input device for receiving a gesture from a user, a motion input device for detecting non-touch gestures and other motions by a user, and other comparable input devices and associated processing elements capable of receiving user input from a user. Output devices such as a video display or graphical display can display an interface further associated with embodiments of the system and method as disclosed herein. Speakers, printers, haptic devices and other types of output devices may also be included in the user interface  210 . An agent  250  communicates with the computing system  200  through the user interface  210  in order to enter client input  220 , to manage an interaction, or any number of other tasks the agent  250  may want to complete with the computing system  200  as well be described in greater detail below. 
         [0020]    As described in further detail herein, the computing system  200  receives and transmits data through communication interface  208 . In embodiments, the communication interface  208  operates to send and/or receive data to/from other devices to which the computing system  200  is communicatively connected, and to received and process client input  220 , as will be described in greater detail below. The client input  220  will include details about a request, work order or other set of information that will necessitate an interaction between the client and the agent. Client input  220  may also be made directly to the agent  250 , as will be described in further detail below. 
         [0021]      FIG. 1  illustrates a block diagram of an engagement management system  100  according to the present application. The client graphical user interface (GUI)  102  includes a number of client applications  104 ,  106 ,  108 ,  110  and serves as the client  101  and agent  103 ,  105  interface for the system  100 . The client GUI  102  may include any of the following applications: first, an employee desktop  104 , an employee desktop  106 , an online form application  108  and a self-service application  110 . The employee desktop  104  is not the subject of this application. The client  101  in such a system  100  may contact the client GUI  102  in order to report a problem, issue and/or make a work request, or any other type of interaction that the client  101  may have with the government entity utilizing this system  100 . The client  101  may contact the system  100  in a number of ways over a number of mediums, such as but not limited to, e-mail, voicemail, online access, and/or through direct telephone contact. In the case of utilizing a telephone in order to start an interaction, the user  101  may contact a front-end agent  103  directly to report an incident or work request. The front-end agent  103  will then utilize the employee desktop  106  to create an interaction order for the client. This interaction order may be carried out by the front-end agent  103  at the time of the call or at a later time, or by a back-end agent  105  who may only handle the processing of such orders. The client  101  may also call into the client GUI  102  system and leave a voicemail, e-mail the client GUI  102 , or log in to a client app (not shown) in the client GUI  102  in order to create an interaction order as well. The client GUI  102  also includes an online form application  108  that allows the agent  103 ,  105  to save a number of standard and/or commonly used forms for the agent  103 ,  105  to use, and a self-service application  110  where the client  100  may log in and create an order without interacting with an agent  103 ,  105 . 
         [0022]    The client GUI  102  is therefore the point of interface for the client  101  as well as the agent  103 ,  105  in the system  100 , and is in communication with the remainder of the system through a network  111 . The network is preferably the internet, or another LAN, but generally the system  100  described here in the present application is directed toward the employee web desktop application  106 , that utilizes a client GUI  102  separated by the remainder of the system  100  through the internet. 
         [0023]    The server-side services  112  include a number of service applications  114  utilized by the employee desktop  106 . The service applications shown in  FIG. 1  are exemplary only, and may be interchanged with other applications and/or some applications may be removed. The system  100  also includes an integration module  116  that includes a number of integration applications  118  that may be utilized to integrate with other portions of the system  100  that are not shown, as well as a third-party integration module  120  that includes third-party integration applications  122  that may be utilized to integrate with other systems and applications outside of the current system  100 . In operation, the agent  103 ,  105  utilizing the client GUI  102  of the employee desktop web application  106  accesses the server-side services  112  through the network  111 , and the appropriate server-side services  112  application integrates an external search engine through one of a plurality of third-party integration applications  122  in the third-party integration module  120 . This integration to the third party search application is seamlessly integrated into the employee desktop web client application  106  such that the client GUI  102  incorporates the search capabilities into the web client application  106  as will be described in greater detail and illustrated in the  FIGS. 3-5 . 
         [0024]    The databases  124  include an online transactional process database (OLTP)  126  that stores all configuration and interaction data, as well as providing a secure and resilient way of holding information and enables data extraction using standard database reporting tools. The databases  124  may be held on a physically separate machine from the server-side services  112  or on the same physical location. The OLTP database  126  stores all of the data needed for interaction case manipulation and/or execution. The data mart (DM) database  127  is a reporting database configured so that reporting does not have to be done from the OLTP database  126 . The knowledge database  129  is utilized for the owner of the engagement management system  100  to store its own website or other information. The configuration module  128  includes a number of configuration applications  130  that are utilized to set-up, maintain and configure the system  100 . 
         [0025]      FIG. 3  illustrates a graphical user interface  300  of the system and method of the present application before external content is searched by an agent. Referring to  FIGS. 3-5  simultaneously, the graphical user interface  300  first includes an integrated search area  302  that includes both the search term box  304  and the result preview area  306 . When an agent wishes to utilize this functionality, the user enters search terms into the search term box  304 , and as the agent enters the search terms, the result preview area  306  displays possible search results prior to the agent pressing the return key or selecting the search icon. Referring now to  FIG. 4 , once the agent presses the return key or selects the search icon, a search results area  308  presents the agent with the search results  310 . Here, the agent can review summaries of the search results  310  and select a result that the agent thinks might be useful content for the interaction with the client. Referring to  FIG. 5 , once the agent selects one of the search results  310 , the selected result  312  will display for the agent. Once the agent is finished with the selected result, the agent may return to the search results area  308  to choose another search result  310 , or simply close the selected result  312  and discontinue utilizing this feature, and return to the interaction with the client. 
         [0026]    The functional block diagrams, operational sequences, and flow diagrams provided in the Figures are representative of exemplary architectures, environments, and methodologies for performing novel aspects of the disclosure. While, for purposes of simplicity of explanation, the methodologies included herein may be in the form of a functional diagram, operational sequence, or flow diagram, and may be described as a series of acts, it is to be understood and appreciated that the methodologies are not limited by the order of acts, as some acts may, in accordance therewith, occur in a different order and/or concurrently with other acts from that shown and described herein. For example, those skilled in the art will understand and appreciate that a methodology can alternatively be represented as a series of interrelated states or events, such as in a state diagram. Moreover, not all acts illustrated in a methodology may be required for a novel implementation. 
         [0027]    This written description uses examples to disclose the invention, including the best mode, and also to enable any person skilled in the art to make and use the invention. The patentable scope of the invention is defined by the claims, and may include other examples that occur to those skilled in the art. Such other examples are intended to be within the scope of the claims if they have structural elements that do not differ from the literal language of the claims, or if they include equivalent structural elements with insubstantial differences from the literal languages of the claims. 
         [0028]    In the foregoing description, certain terms have been used for brevity, clearness, and understanding. No unnecessary limitations are to be inferred therefrom beyond the requirement of the prior art because such terms are used for descriptive purposes and are intended to be broadly construed. The different configurations, systems, and method steps described herein may be used alone or in combination with other configurations, systems and method steps. It is to be expected that various equivalents, alternatives and modifications are possible within the scope of the appended claims.