WO1999012100A1 - Method and apparatus for web inquiry response via internet video - Google Patents

Method and apparatus for web inquiry response via internet video Download PDF

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Publication number
WO1999012100A1
WO1999012100A1 PCT/US1998/014089 US9814089W WO9912100A1 WO 1999012100 A1 WO1999012100 A1 WO 1999012100A1 US 9814089 W US9814089 W US 9814089W WO 9912100 A1 WO9912100 A1 WO 9912100A1
Authority
WO
WIPO (PCT)
Prior art keywords
conducting
data
network
multimedia
communication over
Prior art date
Application number
PCT/US1998/014089
Other languages
French (fr)
Other versions
WO1999012100A9 (en
Inventor
Gregory T. Stovall
Original Assignee
Northern Telecom Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Northern Telecom Limited filed Critical Northern Telecom Limited
Priority to AU83861/98A priority Critical patent/AU8386198A/en
Publication of WO1999012100A1 publication Critical patent/WO1999012100A1/en
Publication of WO1999012100A9 publication Critical patent/WO1999012100A9/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Definitions

  • the present invention relates generally to customer response networks and in particular to internet based response networks .
  • the method and apparatus of the present invention is accomplished by having a customer or user situated at one of many user computer terminals connected to the Internet.
  • the user accesses a company's World Wide Web Internet home page in an Internet session and decides that more information is needed and would appreciate interacting with a live customer service representative.
  • An automatic call distribution device switches the session to a customer service queue for routing to the next available customer service representative.
  • session control passes back to the web page server and a normal interactive session is resumed.
  • One advantage of the present invention allows the user and customer service representative to conduct an interactive video session. Another advantage of the present invention allows the user and customer service representative to conduct an interactive audio session.
  • Another advantage of the present invention allows the user and customer service representative to conduct an interactive audio/video session.
  • Still another advantage of the present invention allows the user and customer service representative to both simultaneously view portions of the same display on each of their respective video display monitors.
  • FIG. 1 illustrates a block diagram of the data network of the present invention.
  • Fig. 2 illustrates a block diagram of the multimedia response server of the present invention.
  • Fig. 3 illustrates a flowchart depiction of the methodology of the present invention.
  • a customer or user is situated at one of many user terminals 102,106,110,136,138 which may be a personal computer, graphic enhanced mobile device such as a laptop PC, Java phone or a personal digital assistant (PDA) .
  • PDA personal digital assistant
  • the customer may be connected via an analog or digital (either an Integrated Services Digital Network (ISDN) or xDSL) connection to a Class 5 (local telephone switching) office 108, which in turn is connected to a tandem switch
  • ISDN Integrated Services Digital Network
  • xDSL Integrated Services Digital Network
  • Class 5 local telephone switching
  • Tandem switch 114 is capable of making both local and toll (long distance) telephone connections and is connected through modem 120, direct connection or ISDN 118 connection to Asynchronous Transfer Mode (ATM) interface 128.
  • ATM Asynchronous Transfer Mode
  • ATM interface 128 is connected to ATM backbone 130.
  • ATM backbone 130 supplies the interconnections and transport mechanisms of the data communications network, or Internet of the preferred embodiment. These transport mechanisms are well known and thus need not be further explained here.
  • LAN direct connectivity is an alternative to dial-up connections.
  • a live person acting as a Company's agent or customer service representative is stationed at agent terminal 124.
  • Terminal 124 contains an autodialer which automatically dials a preprogrammed or an entered telephone number from telephone 122. This telephone number is the telephone number of the customer who has entered his/her own telephone number sometime during a Web page access session.
  • the telephone call placed by the Customer service agent located at terminal 124 through telephone 122 is switched through tandem switch 116 to class 5 central office 104 to the customer.
  • a customer may be connected through a mobile terminal via a wireless data link provided by a cellular, PCS or other wireless service provider.
  • Corporate Web Server 132 is connected to ATM backbone 130 through a direct connection.
  • the corporate Web Server stationary or mobile, may also be connected via a similar wireless data link interfaced to the Internet.
  • Multimedia response server 210 is connected to the Internet 230 via ATM link 228.
  • ATM link 228 is typically either across a T-3 carrier operating at approximately 44 MHz or is an OC-48 (or higher) Synchronous Optical Network (SONET) connection. The details of such connections are well known and need not be discussed further .
  • SONET Synchronous Optical Network
  • Multimedia Response Server 210 at the communication channel switch 214.
  • Communication channel switch 214 is controlled by
  • ACD Automatic Call Distribution
  • Communication channel switch 214 is a Northern
  • Web page server 222 operates to supply content to customers who access the Web page, controls connections to and from communication channel switch 214.
  • Video server 216 supplies high bandwidth video to customers accessing the Web page through communication channel switch 214.
  • ACD 212 unit operates by transferring a customer who has requested more information into a queue for service by the next available operator stationed at one of the multimedia operator consoles 202,204,206.
  • a customer who is accessing the Web page on the Web server typically mouse clicks on a hot button or link found on the Web page. This link is identified as a channel for selecting a live interactive video session with a human operator.
  • the interactive video session is conducted.
  • the connection is taken down and the next queued interactive multimedia session is initiated.
  • Multimedia operator consoles 202,204,206 and customer terminals 102,106,110,136,136 are equipped with appropriate multimedia equipment and software.
  • Typical equipment includes commercial off the shelf microphones/headsets with speakers, digital signal processor based peripheral sound cards and a video camera with its video interface to the terminals and consoles .
  • the content of the customer's screen is accessible by the agent on the multimedia operator console.
  • the session participants are also able to view each other through the video camera output portion of the link and are able to converse audibly to conduct business .
  • the customer agent is able to see exactly what the customer is trying to describe and is therefore capable of answering questions and solving problems in a much more time efficient manner without tying up more resources .
  • the customer agent is able to diagnose conditions and problems on a customer's computer in real-time or near real-time and can download software to determine configurations, correct errors, modify settings and add or delete software modules as desired.
  • the multimedia response server automates many of these functions and does not require a human customer agent in many of these situations .
  • step 302 the program Start function.
  • step 304 the Web server makes the Web page available to customers over the Internet or any other suitable public or private data network.
  • a Customer accesses the Web page from his/her computer terminal using the appropriate physical connection and software.
  • the customer could search for airline flights to a desired destination at a particular time and for a particular price. If the specific parameters defined do not result in a satisfactory result for the customer, or if at any time during a session live human interaction is desired or required, then the customer clicks on the graphical hot button or link and is transferred in step 308 by an automatic distribution mechanism via the above described invention to a live interactive multimedia session in step 310 in an effort to satisfy the customer's request. Upon completion of the session, control passes to step 312, Stop.

Abstract

An interactive data communication user is connected through a network (230) to a multimedia response server (210). The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on a data page. An automatic call distribution device (212) switches the session to a customer service queue for routing to the next available customer service representative (202). When the interactive session between the user and the customer device representative (202) is completed, session control passes back to the data page server (222) and a normal interactive session is resumed.

Description

METHOD AND APPARATUS FOR WEB INQUIRY RESPONSE VIA INTERNET
VIDEO
BACKGROUND OF THE INVENTION
Field of the Invention The present invention relates generally to customer response networks and in particular to internet based response networks .
DESCRIPTION OF THE RELATED ART Many companies establish and maintain home pages on the Internet's World Wide Web. These home pages may provide an electronic market place to users with a computer, appropriate software and internet access . Companies may set up layered directories that provide information in the form of electronic catalogs or brochures . Often a point of contact such as a telephone number or electronic mail address is provided as a link in the event a user requires more information or has a question for the company.
Current data services on the Web are interactive in the sense that information content is provided to a user based on keyboard or mouse input from that user. However, this response is limited to pre-programmed or "canned" text, video and/or audio. As services migrate to higher bandwidth requirements and capabilities there is an increasing demand for interactive videophone sessions . There is accordingly a need for a new method and apparatus to provide an interactive live video session capability between a user and a company's representative in order to facilitate the transfer of information in an effective real-time manner.
SUMMARY OF THE INVENTION
The method and apparatus of the present invention is accomplished by having a customer or user situated at one of many user computer terminals connected to the Internet. The user accesses a company's World Wide Web Internet home page in an Internet session and decides that more information is needed and would appreciate interacting with a live customer service representative.
The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on the Web page.
An automatic call distribution device switches the session to a customer service queue for routing to the next available customer service representative. When the interactive session between the user and the customer service representative is completed, session control passes back to the web page server and a normal interactive session is resumed.
One advantage of the present invention allows the user and customer service representative to conduct an interactive video session. Another advantage of the present invention allows the user and customer service representative to conduct an interactive audio session.
Another advantage of the present invention allows the user and customer service representative to conduct an interactive audio/video session.
Still another advantage of the present invention allows the user and customer service representative to both simultaneously view portions of the same display on each of their respective video display monitors.
Further features of the above-described invention will become apparent from the detailed description hereinafter .
The foregoing features together with certain other features described hereinafter enable the overall system to have properties differing not just by a matter of degree from any related art, but offering an order of magnitude more efficient use of processing time and resources .
Additional features and advantages of the invention will be set forth in part in the description which follows, and in part will be apparent from the description, or may be learned by practice of the invention. The advantages of the invention will be realized and attained by means of the elements and combinations particularly pointed out in the appended claims.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate preferred embodiments of the apparatus and method according to the invention and, together with the description, serve to explain the principles of the invention.
BRIEF DESCRIPTION OF THE DRAWINGS Fig. 1 illustrates a block diagram of the data network of the present invention. Fig. 2 illustrates a block diagram of the multimedia response server of the present invention.
Fig. 3 illustrates a flowchart depiction of the methodology of the present invention.
DETAILED DESCRIPTION Referring now to Fig. 1, the data network 100 of the present invention will now be discussed. A customer or user is situated at one of many user terminals 102,106,110,136,138 which may be a personal computer, graphic enhanced mobile device such as a laptop PC, Java phone or a personal digital assistant (PDA) .
The customer may be connected via an analog or digital (either an Integrated Services Digital Network (ISDN) or xDSL) connection to a Class 5 (local telephone switching) office 108, which in turn is connected to a tandem switch
114. Tandem switch 114 is capable of making both local and toll (long distance) telephone connections and is connected through modem 120, direct connection or ISDN 118 connection to Asynchronous Transfer Mode (ATM) interface 128.
ATM interface 128 is connected to ATM backbone 130. ATM backbone 130 supplies the interconnections and transport mechanisms of the data communications network, or Internet of the preferred embodiment. These transport mechanisms are well known and thus need not be further explained here.
Customers are also connected through terminals 136,138 to the Internet embodied by ATM backbone 130 through Local Area Network (LAN) 134. LAN direct connectivity is an alternative to dial-up connections. A live person acting as a Company's agent or customer service representative is stationed at agent terminal 124. Terminal 124 contains an autodialer which automatically dials a preprogrammed or an entered telephone number from telephone 122. This telephone number is the telephone number of the customer who has entered his/her own telephone number sometime during a Web page access session. The telephone call placed by the Customer service agent located at terminal 124 through telephone 122 is switched through tandem switch 116 to class 5 central office 104 to the customer.
In an alternative embodiment, a customer may be connected through a mobile terminal via a wireless data link provided by a cellular, PCS or other wireless service provider.
Corporate Web Server 132 is connected to ATM backbone 130 through a direct connection.
In an alternate embodiment, the corporate Web Server, stationary or mobile, may also be connected via a similar wireless data link interfaced to the Internet.
Referring now to Fig. 2, Corporate Web Server 200 will now be discussed in further detail. Multimedia response server 210 is connected to the Internet 230 via ATM link 228. ATM link 228 is typically either across a T-3 carrier operating at approximately 44 MHz or is an OC-48 (or higher) Synchronous Optical Network (SONET) connection. The details of such connections are well known and need not be discussed further . The T-3 interconnection 228 interconnects with
Multimedia Response Server 210 at the communication channel switch 214. Communication channel switch 214 is controlled by
Web page server 222. Also connected to communication channel switch 214 are the Automatic Call Distribution (ACD) unit
212, video server 216 and multiple multimedia operator consoles 202,204,206.
Communication channel switch 214 is a Northern
Telecom Magellan, Vector or other suitable switch. Web page server 222 operates to supply content to customers who access the Web page, controls connections to and from communication channel switch 214.
Video server 216 supplies high bandwidth video to customers accessing the Web page through communication channel switch 214.
Automatic Call Distribution (ACD) 212 unit operates by transferring a customer who has requested more information into a queue for service by the next available operator stationed at one of the multimedia operator consoles 202,204,206. A customer who is accessing the Web page on the Web server typically mouse clicks on a hot button or link found on the Web page. This link is identified as a channel for selecting a live interactive video session with a human operator. Upon availability of the human operator at one of the multiple multimedia operator consoles 202,204,206 the interactive video session is conducted. Upon termination of the interactive multimedia session, the connection is taken down and the next queued interactive multimedia session is initiated.
Multimedia operator consoles 202,204,206 and customer terminals 102,106,110,136,136 are equipped with appropriate multimedia equipment and software. Typical equipment includes commercial off the shelf microphones/headsets with speakers, digital signal processor based peripheral sound cards and a video camera with its video interface to the terminals and consoles .
When the customer initiates the interactive multimedia session the content of the customer's screen is accessible by the agent on the multimedia operator console. The session participants are also able to view each other through the video camera output portion of the link and are able to converse audibly to conduct business .
The customer agent is able to see exactly what the customer is trying to describe and is therefore capable of answering questions and solving problems in a much more time efficient manner without tying up more resources .
The customer agent is able to diagnose conditions and problems on a customer's computer in real-time or near real-time and can download software to determine configurations, correct errors, modify settings and add or delete software modules as desired. Of course, the multimedia response server automates many of these functions and does not require a human customer agent in many of these situations .
Referring now to Fig. 3, the methodology 300 of the present invention will now be discussed. The process begins in step 302 with the program Start function. In step 304, the Web server makes the Web page available to customers over the Internet or any other suitable public or private data network.
A Customer accesses the Web page from his/her computer terminal using the appropriate physical connection and software.
As an example, if the Web page is for a travel agent, the customer could search for airline flights to a desired destination at a particular time and for a particular price. If the specific parameters defined do not result in a satisfactory result for the customer, or if at any time during a session live human interaction is desired or required, then the customer clicks on the graphical hot button or link and is transferred in step 308 by an automatic distribution mechanism via the above described invention to a live interactive multimedia session in step 310 in an effort to satisfy the customer's request. Upon completion of the session, control passes to step 312, Stop.
Other such embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. It is readily apparent that the above described invention may be implemented in other types of data networks, public and private, including an intranet or an internet, whereby these terms denote an either an internal network of computers or any internetworking of communication devices . It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.

Claims

1. An apparatus for conducting a multimedia communication over a data communications network comprising: means for receiving an incoming query from an external user; means for identifying said incoming query as a multimedia call request; means for generating a multimedia communication.
2. An apparatus for conducting a multimedia communication over a data communications network as in claim 1 wherein said data communications network is characterized by a switching mechanism operably connected to a first server control mechanism for passing data to an operations console for communication processing.
3. An apparatus for conducting a multimedia communication over a data communications network as in claim 2 wherein said data communication network includes an interactive capability.
4. An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes a real time capability.
5. An apparatus for conducting a multimedia communication over a data communications network as in claim 3 wherein said data communication network includes at least a near real time capability.
6. An apparatus for conducting a multimedia communication over a data communication network as in claim 5 further includes means for automatically distributing said incoming query to one of a particular destination based on a predetermined criteria.
7. An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is internal to said network.
8. An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is external to said network.
9. An apparatus for conducting a multimedia communication over a data communication network as in claim 6 wherein said particular destination is an interactive station for conducting a customer service transaction.
10. An apparatus for conducting a multimedia communication over a data communication network as in claim 9 further including a second server control mechanism for passing data to said switching mechanism for routing to an external destination.
11. A method for conducting a multimedia communication over a data communications network comprising the steps of: receiving an incoming query from an external user; identifying said incoming query as a multimedia call request; generating a multimedia communication.
12. A method for conducting a multimedia communication over a data communications network as in claim 11 wherein said data communications network further including the step of having a first switching mechanism operably connected to a server control mechanism passing data to an operations console for communication processing.
13. A method for conducting a multimedia communication over a data communications network as in claim 12 wherein said data communication network includes the step of having an interactive capability.
14. A method for conducting a multimedia communication over a data communications network as in claim 13 wherein said data communication network includes the step of interacting in a real time mode.
15. A method for conducting a multimedia communication over a data communications network as in claim 13 wherein said data communication network includes the step of interacting in an at least near real time mode.
16. A method for conducting a multimedia communication over a data communication network as in claim 15 further includes the step of automatically distributing said incoming query to one of a particular destination based on a predetermined criteria.
17. A method for conducting a multimedia communication over a data communication network as in claim 16 wherein said particular destination is internal to said network.
18. A method for conducting a multimedia communication over a data communication network as in claim 16 wherein said particular destination is external to said network.
19. A method for conducting a multimedia communication over a data communication network as in claim 16 wherein said particular destination is an interactive station for conducting a customer service transaction.
20. A method for conducting a multimedia communication over a data communication network as in claim 19 further including the step of having a second server control mechanism pass data to said switching mechanism for routing to an external destination.
PCT/US1998/014089 1997-08-29 1998-07-08 Method and apparatus for web inquiry response via internet video WO1999012100A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU83861/98A AU8386198A (en) 1997-08-29 1998-07-08 Method and apparatus for web inquiry response via internet video

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US92100697A 1997-08-29 1997-08-29
US08/921,006 1997-08-29

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WO1999012100A1 true WO1999012100A1 (en) 1999-03-11
WO1999012100A9 WO1999012100A9 (en) 1999-05-20

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Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001005153A1 (en) * 1999-07-09 2001-01-18 Alma Media Oyj Interactive service
WO2001004761A1 (en) * 1999-07-09 2001-01-18 Surfbuy Ab A telecommunications system
EP1081930A1 (en) * 1999-08-31 2001-03-07 Lucent Technologies ECS Limited Method and apparatus for establishing communication
WO2001080519A1 (en) 2000-04-14 2001-10-25 Simojoki, Sampo Method and terminal in a telecommunication network, telecommunication network and communication product
EP1346484A1 (en) * 2000-07-12 2003-09-24 George Eugene Darby Pocket concierge and multimedia, wireless call center system and method

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US5778178A (en) * 1995-11-13 1998-07-07 Arunachalam; Lakshmi Method and apparatus for enabling real-time bi-directional transactions on a network
US5796393A (en) * 1996-11-08 1998-08-18 Compuserve Incorporated System for intergrating an on-line service community with a foreign service
US5806043A (en) * 1995-06-06 1998-09-08 Interactive Media Works, L.L.C. Method for providing customer on-line support via prepaid internet access

Patent Citations (3)

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Publication number Priority date Publication date Assignee Title
US5806043A (en) * 1995-06-06 1998-09-08 Interactive Media Works, L.L.C. Method for providing customer on-line support via prepaid internet access
US5778178A (en) * 1995-11-13 1998-07-07 Arunachalam; Lakshmi Method and apparatus for enabling real-time bi-directional transactions on a network
US5796393A (en) * 1996-11-08 1998-08-18 Compuserve Incorporated System for intergrating an on-line service community with a foreign service

Cited By (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001005153A1 (en) * 1999-07-09 2001-01-18 Alma Media Oyj Interactive service
WO2001004761A1 (en) * 1999-07-09 2001-01-18 Surfbuy Ab A telecommunications system
EP1081930A1 (en) * 1999-08-31 2001-03-07 Lucent Technologies ECS Limited Method and apparatus for establishing communication
WO2001017215A1 (en) * 1999-08-31 2001-03-08 Lucent Technologies Inc. Method and apparatus for establishing communication
US7620722B1 (en) 1999-08-31 2009-11-17 Alcatel-Lucent Usa Inc. Method and apparatus for establishing communication
WO2001080519A1 (en) 2000-04-14 2001-10-25 Simojoki, Sampo Method and terminal in a telecommunication network, telecommunication network and communication product
US6801934B1 (en) 2000-04-14 2004-10-05 Timo Eranko Method and device in a telecommunication network having a communication product
EP1346484A1 (en) * 2000-07-12 2003-09-24 George Eugene Darby Pocket concierge and multimedia, wireless call center system and method
EP1346484A4 (en) * 2000-07-12 2005-12-07 George Eugene Darby Pocket concierge and multimedia, wireless call center system and method

Also Published As

Publication number Publication date
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WO1999012100A9 (en) 1999-05-20

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