WO2002093919A1

WO2002093919A1 - Method for providing context-sensitive help to a media viewer

Info

Publication number: WO2002093919A1
Application number: PCT/US2001/015243
Authority: WO
Inventors: Ricky C. Rand
Original assignee: Future Tv Technologies, Ltd.; Rzucidlo, Eugene, C.
Priority date: 2001-05-11
Filing date: 2001-05-11
Publication date: 2002-11-21

Abstract

A method for providing context sensitive help to a viewer of a media-on-demand system (100) by a media-on-demand service provider includes activating a call-back function (201) by the viewer of a media-on-demand display device (105, 150, 155) and transmitting the activation of the call-back function over a communications network (110) to a network processor (135), the communications network and network processor being operated by the media-on-demand service provider. The network processor constructs a script or data item list containing information about the viewer (203) and the call-back function that was activated and transmits the script or data item list to an agent (206) who contacts the viewer (207).

Description

SYSTEM AND METHOD FOR PROVIDING CONTEXT-SENSITIVE HELP TO

A MEDIA VIEWER CROSS REFERENCE TO RELATED U.S. APPLICATIONS

This application claims priority from United States Provisional Application No. 60/202,613, "A METHOD FOR PROVIDING "CONTEXT SENSITIVE HELP" TO A TELEVISION VIEWER", filed May 9, 2000, by Rand, the contents of which are incorporated herein by reference.

FIELD OF THE INVENTION

This invention is directed to providing a television viewer with context sensitive help, when the television viewer activates a call-back function. BACKGROUND OF THE INVENTION

Television viewers, and consumers in general, frequently require human assistance in obtaining responses to their inquiries. Consumer inquiries have been handled primarily by the consumer calling a telephone number that has been provided to him/her either on the radio, television or in print or by a consumer sending a letter requesting information in writing to an address provided to him on the radio, television, or in print . On the World-Wide Web consumers can activate a help- button to receive computer-aided assistance in the form of text and images associated with products and services in addition to being provided a telephone number to call.

Recent improvements in integrating World Wide Web services with live telephone agents are disclosed in U.S. Pat. Nos. 5,884,032 and 5,991,389. These patents disclose systems which allow customers with computer equipment to access a remote help request option. Once a customer has selected the remote help request option, an additional HTML form pops up for the customer to complete . The customer then submits the completed form via the web or email. This form is processed at a call center. The request is routed to an available agent, and the call is_ made.

There are several disadvantages inherent to the above methods of obtaining assistance. First, any method which requires a person to write down or record a telephone phone number becomes subject to error in taking down the telephone number as well as loss of interest. Also, the person may not be able to write down the telephone number at the time that it is given. Further, often times when consumers do place calls to a telephone number provided to them, they are placed in a calling queue with an unknown or extremely long delay.

The Internet related systems described above typically require a computer user to manually input their name and phone number. U.S. Pat. No. 5,884,032 further discloses that a caller may be identified through a caller identification system. This system is limited in that the customer information available to an agent who will be calling the customer back is restricted to that which may be associated with one phone number. This system does not automatically provide information on an individual basis, but rather for a single household or residence . Computer related help-systems do not have the ability to provide information and statistics as to exactly when in an advertisement help was requested.

Current systems may provide a time of day stamp as to when help was requested.

Televisions do not have help-buttons which can be selected to obtain information about a product, movie, advertisement, or other form of media currently being viewed on their television. Television viewers do not currently have the ability to receive a live telephone call from an agent by pushing a help-button. What is needed is a system and a method which will allow a television viewer to activate a call-back function during any program or advertisement or any other media content, and by activating the call-back function, the television viewer will receive a call back from a live agent, or be contacted in some other way if desired. Furthermore, when the television viewer is called back or otherwise contacted, the agent returning the call automatically knows the television viewer's name, phone number, location, age, sex, profile including viewing preferences, likes, and dislikes, and call-back request history. The agent also knows the particular advertisement or hot-spot for which the television viewer has requested information and/or assistance.

SUMMARY OF THE INVENTION The present invention comprises a means for a television viewer or subscriber to obtain context- sensitive help at the request of the subscriber.

Context-sensitive help refers to assistance requested by a subscriber which can be related to or connected with what is being viewed by the subscriber. By way of example, a scene in a program may have three different products on the screen at one time, e.g. a

Lexus car, a Rolex watch and a Nikon camera. The program or media content displaying these products in a scene may be programmed such that each of these products may have a hot-spot associated with it. By activating the call-back function in connection with one of these hot-spots, a subscriber may obtain a call back from an agent who will be able to answer any inquiries or take an order for the particular product. Further, a subscriber may activate the call-back function at any time and be prompted with a number of options with which to obtain assistance on matters not related to what is currently being watched by the subscriber.

As an example, context-sensitive help can include assistance in registering for a competition. In one scenario, a subscriber activates the call-back function, a call center agent contacts the subscriber and obtains the information necessary to enter the subscriber in the competition. Another possibility is that when the subscriber activates the call-back function, a request is sent to a network processor which may include information about the subscriber which is known from either a subscriber database or from a smart card used by the subscriber to enter the subscriber into the competition. Additionally, context-sensitive help can include assistance in voting. By activating the call-back function, the subscriber may initiate a call-back or contact by a call center agent who will assist in voting, or the activation of the call-back function may send information sufficient to place a vote to the network processor . Subscribers who activate the context sensitive help may be charged for the assistance given. This charge may also be refunded against an actual purchase.

In a preferred embodiment of the present invention, a typical subscriber set up includes a set top box which is connected to a video display or television monitor and is also connected to a subscriber access network, and a remote control unit capable of communicating with the set top box to control the operations of the set top box. A preferred embodiment can optionally include a smart card and a smart card reader. The smart card includes memory that stores information about the subscriber that enables the subscriber to initiate the transmission of media content from any location with a smart card reader. In a preferred embodiment of the invention, the subscriber initiates the play of media content and activates the call-back function, which sends a request through the set top box over the subscriber access network to a media service provider' s network server, which is also connected to the subscriber access network. From this request, the network server stores information concerning when the call-back function was activated, including what was being viewed by the subscriber, the advertisement associated with the call-back function, the exact location in the advertisement or hot-spot or other media content where the call-back function was activated, and the time of day the call-back function was activated.

The network server combines the above information specific to the activation of the call-back function together with the geographic location of the subscriber as well as information about the subscriber (which can include the subscriber's name, age, sex, telephone number, profile including viewing preferences and callback request history) . The network server can generate a script to be forwarded to a call center agent, who can later read it to the subscriber. Alternatively, the server can generate a list of data items to be inserted an agent's display screen.

An available call center agent, with access to the subscriber access network, receives the subscriber information, advertisement or hot-spot or other media content information in connection with the subscriber activated call-back function, and the script or data items, and places a call to, or otherwise responds to, the subscriber. The agent can then provide the context sensitive help that was requested, including answering questions or taking orders.

The call back can be made to a regular telephone, a video phone, or directly to the set top box if it has a hands free telephone or telephone handset . Another feature of the invention is that, in addition to activating the call-back function during an advertisement to obtain assistance in connection with that particular advertisement, the subscriber may select one or more hot-spots while viewing media content, such as a film or other program, activate the call-back function and receive assistance in connection with any one of the hot-spots. Alternatively, the subscriber can activate the call-back function at any time during the playing of media content and be presented with a variety of choices with which to receive a call back. In the embodiment that includes a smart card and smart card reader, the call back telephone number can follow the location of the subscriber If the set top box has a telephone input capability, this is a simple option. If it does not, the call back number to be used would be one registered for that set top box. This is useful for roaming.

Another feature of the invention is that the set top box can be controlled by voice commands . A further feature of the present invention is that an agent who previously spoke with a subscriber can be matched up again with the subscriber to foster relationship building.

A further feature of the present invention is that a message can be displayed to the subscriber who has activated the call-back function advising the subscriber as to when a call would be received.

A further feature of the present invention is that advertisers will be able to gather real time statistics concerning content being viewed by subscribers, the advertisements or hot-spots receiving call-back requests from subscribers, and how often their advertisements are being played.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 depicts an illustrative block diagram of a context-sensitive help system for television viewers in accordance with the present invention.

FIG. 2 depicts a flowchart of the method of the context-sensitive help system of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

An embodiment depicting an exemplary context- sensitive help system for a television viewer in accordance with the present invention is shown in FIG. 1. For the purpose of clarity only one home viewing system is depicted in the diagram. However, the system comprising the present invention is designed to scale well beyond the size depicted here to include a plurality of viewing premises. Viewing system 100 includes a set top box (STB) 101, a multi-media computer that augments the use of media players, such as a television, video monitor or stereo system. A preferred embodiment of STB 101 includes: a microprocessor, random access memory and non-volatile storage for boot software; a network interface connected to a subscriber access network 110; a controller device 125 to input commands to STB 101; and an interface to a media display device 105 on which to play audio and/or video . Viewing system 100 optionally includes a smart-card 120 and a smart-card reader 115. Smart-card 120 is a key card comprising cardholder identification. In one embodiment of the invention, smart-card 120 can contain some or all personal data files associated with the cardholder, including the cardholder's name, address, date of birth, account number, cash balances or billing information. In a further embodiment of the invention, smart-card 120 is a modified version of a cash/debit card. Smart-card reader 115 is a card reader capable of receiving and communicating with SC 120 and with STB 101. In one embodiment of the present invention, Smart-card reader 115 is separate from STB 101. In other embodiments of the invention, Smart-card reader 115 is integrated within STB 101.

In another embodiment of the invention, STB 101 also has a mechanism for receiving and interpreting voice commands .

Remote control unit 125 is a remote control unit that allows the subscriber to control operations of STB 101, including directing access and control of media on demand over subscriber access network 110, and activating the call-back function. Remote control units are well known in the art .

The subscriber access network 110 may be one of a number of mechanisms for distribution of high-speed data to residential or business subscribers through distribution mechanism 130. The subscriber access network 110 can be a public network such as the Internet or it can be a private network used by the media service provider. The distribution mechanisms comprising subscriber access network 110 are well known in the art.

Network processor 135 is connected to subscriber access network 110 and interfaces with STB 101. Network processor 135 is one or more computer systems capable of communicating with a network database 140 and with similar network processors to achieve global portability for subscribers .

Network database 140 contains records for various cardholding subscribers. By way of example these records may include the subscriber' s personal identification number (telephone number) , name, age, sex, address, account number, account balance, and electronic address book. In a still further embodiment of the invention, network database 140 contains a list of the subscriber' s transactions, including the cardholder's activations of the call-back function. Call center 145 is comprised of one or more computer systems connected to subscriber access network 110 which are managed independently of the subscriber access network 110, and in one embodiment are connected to the subscriber access network 110 via a public telephone network 160. Each call center 145 is operated by one or more call center agents who interface with the subscriber either through a telephone a video phone or through STB 101. In a preferred embodiment, call center 145 is one or more computer systems capable of communicating with network processor 140 and operated by one or more call center agents capable of communicating with a subscriber over subscriber access network 110 through STB 101 or over a telephone line to a telephone 150. In addition, call center 145 is capable of communicating with similar network processors to achieve global portability.

Referring now to FIG. 2, a subscriber who has initiated the play of media content can activate the call-back function at his/her discretion at step 201. In one embodiment of the invention, the subscriber activates the call-back function by depressing a button on the remote control unit 125.

In another embodiment of the invention, an on screen logo is displayed on the media display device 105 that indicates that the call-back function is available. In a further embodiment of the invention, an audio jingle is played on the media display device 105 that indicates that the call-back function is available.

STB 101 communicates the subscriber's activation of the call-back function to network processor 135 through the subscriber access network 110 at step 202 and also provides network processor 135 with the subscriber's authentication information. Network processor 135 communicates with network database 140 at step 203, quoting the subscriber's authentication information.

Network processor 135 constructs a script or list of data items to be used by a call center agent to provide the subscriber with the context sensitive help. The script or data item list can include the subscriber name, address, phone number, the advertisement, hot-spot or topic associated with the activated call-back function, and any relevant subscriber history.

Network processor 135 monitors call center 145 at step 204 for available call center agents by means, which are well known in the art and not described herein. If a call center agent is not available, a message can be sent at step 205 to the subscriber over the subscriber access network 110 to STB 101 displaying the anticipated waiting time on the media player. When a call center agent is available, the network processor sends at step 206 the script or data item list. The agent can call the subscriber at step 207 to provide the context sensitive help via a telephone 150.

In another embodiment of the invention, a call center agent can communicate with the subscriber over the subscriber access network 110 through STB 101 to the media display device 105 or to an attached telephone handset or hands free phone.

The system of the invention is not limited to the embodiments disclosed herein. It will be immediately apparent to those skilled in the art that variations and modifications to the disclosed embodiment are possible without departing from the spirit and scope of the present invention. The invention is defined by the appended claims .

Claims

CLAIMSWHAT IS CLAIMED IS:

1. A method for providing context sensitive help to a viewer of a media-on-demand system by a media-on- demand service provider, said method comprising the steps of: activating a call-back function by a viewer of a media-on-demand display device; transmitting the activation of the call-back function over a communications network to a network processor, said communications network and network processor operated by a media-on-demand service provider; constructing a script or data item list containing information about the viewer and the call-back function that was activated; transmitting the script or data item list to an agent; and contacting the viewer by the agent.

2. The method of claim 1, further comprising the step of monitoring by the network processor a call center for an available agent.

3. The method of claim 2, further comprising the step of sending a message to the viewer indicating how soon an agent will be available.

4. The method of claim 1, further comprising the step of the viewer issuing a voice command to activate the call-back function.

5. The method of claim 1, further comprising the steps of: displaying a plurality of hot-spots on the media display device; associating the call-back function with the plurality of hot spots; and selecting by the viewer one or more of the plurality of hot-spots to activate the call-back function to receive assistance on any one of the selected hot-spots.

6. The method of claim 1, further comprising presenting the viewer with a variety of choices for which to receive a call back.

7. The method of claim 1, further comprising the steps of displaying an advertisement on the display device and associating the call-back function with the advertisement displayed on the display device.

8. The method of claim 7, further comprising gathering real-time statistics concerning advertisements viewed by viewers and call-backs requested by viewers .

9. The method of claim 1, wherein the viewer is contacted over a telephone network.

10. The method of claim 1, wherein the viewer is contacted over the communications network operated by the media-on-demand service provider.

11. The method of claim 1, further comprising providing assistance to the viewer by the agent.

12. The method of claim 11, further comprising the media-on-demand service provider charging the viewer for the assistance provided, and refunding the charge against a purchase by the viewer.

13. The method of claim 11, wherein the assistance provided to the viewer includes registering the viewer in a competition.

14. The method of claim 11, wherein the assistance provided to the user includes assistance in voting.

15. The method of claim 1, further comprising storing by the media-on-demand service provider information concerning when the call-back function was activated, and what was being viewed by the viewer.

16. The method of claim 1, further comprising obtaining the information about the viewer from a smart-card used to initiate transmission of media content to the media display device.

17. The method of claim 1, wherein the information about the viewer includes the viewer's name, age, gender, telephone number, viewing preferences and call-back history.

18. The method of claim 1, further comprising the step of the viewer using a remote-control device to activate the call-back function.

19. A system for providing context sensitive help to a viewer of a media-on-demand system by a media-on- demand service provider, said system comprising: means for activating a call-back function by a viewer of a media-on-demand display device; means for transmitting the activation of the callback function over a communications network to a network processor, said communications network and network processor operated by a media-on-demand service provider; means for constructing a script or data item list containing information about the viewer and the call-back function that was activated; means for transmitting the script or data item list to an agent; and means for contacting the viewer by the agent.

20. The system of claim 19, further comprising means for the network processor to monitor a call center for an available agent.

21. The system of claim 20, further comprising means for sending a message to the viewer to indicate how soon an agent will be available.

^' 22. The system of claim 19, wherein the means for activating the call-back function comprises voice recognition means executing on a computing device connected to the media display device and to the media- on-demand service provider's communications network.

23. The system of claim 19, further comprising: means for displaying a plurality of hot-spots on the media display device; means for associating the call-back function with the plurality of hot spots; and means for the viewer to select one or more of the plurality of hot-spots to activate the call-back function to receive assistance on any one of the selected hot- spots .

24. The system of claim 19, further comprising means for presenting the viewer with a variety of choices for which to receive a call back.

25. The system of claim 19, further comprising means for displaying an advertisement on the display device- and means for associating the call-back function with the advertisement displayed on the display device.

26. The system of claim 25, further comprising means for gathering real-time statistics concerning advertisements viewed by viewers and call-backs requested by viewers .

27. The system of claim 19, wherein the viewer is contacted over a telephone network.

28. The system of claim 19, wherein the viewer is contacted over the communications network operated by the media-on-demand service provider.

29. The system of claim 19, wherein the agent provides assistance to the viewer.

30. The system of claim 29, further comprising means for the media-on-demand service provider to charge the viewer for the assistance provided, and to refund the charge against a purchase by the viewer.

31. The system of claim 29, wherein the assistance provided to the viewer includes registering the viewer in a competition.

32. The system of claim 29, wherein the assistance provided to the viewer includes assistance in voting.

33. The system of claim 19, further comprising means for the media-on-demand service provider to store information concerning when the call-back function was activated, and what was being viewed by the viewer.

34. The system of claim 19, further comprising a smart-card reader for obtaining the information about the viewer from a smart-card used to initiate transmission of media content to the media display device .

35. The system of claim 19, wherein the information about the viewer includes the viewer's name, age, gender, telephone number, viewing preferences and call-back history.

36. The system of claim 19, wherein the means for activating the call-back function comprises a remote- control device that transmits signals to a computing device connected to the media display device and to the media-on-demand service provider's communications network.