1. Technical Field
The present technique generally relates to the field of communication devices. More specifically, the technique relates to particularly to seamlessly transitioning a device-based interaction from one communication device and/or communication channel to another communication device and/or communication channel.
2. Description of the Related Art
With rapid advancement in technology, an increasing amount of human interaction is being facilitated using electronic devices like Smartphones, laptops, tablet personal computers (PCs) and the like. Most individuals nowadays typically possess more than one such electronic device. Apart from facilitating personal and professional interaction, these electronic devices may also be utilized for interactions related to customer support services. Examples of such a type of interaction may include interactions for payments, for products/services information exchange, for resolving concerns and the like. In certain scenarios, a customer may need to continue his/her interaction on another device. In such cases, a customer has to restart the customer service and/or sales experience. For example, if a user has provided a credit card number in a financial interaction facilitated through a website and subsequently decides to transition the interaction to an interactive voice response (IVR) interface, then the customer has to re-authenticate herself/himself and re-establish the context by providing the same credit card information to further the interaction, which may be cumbersome and frustrating for the customer.
A technique for seamlessly transitioning a process on a particular interface on a particular device and/or on a particular channel to at least one other different device and/or channel is provided. Specifically, a user can begin a process on a particular interface, referred to herein as a device-based interaction, on a first device and/or channel. For example, the user can begin to type a text message on the interface at a mobile phone. Other examples of device-based interactions include but are not limited to various forms such as an online chat, a phone conversation with an agent, a web page based interaction and the like. By way of a networked server, the user can indicate a desire to continue the process, such as the text message, on the interface but at a different device, such as a television. Subsequent to indicating the desire to continue the process on the second device, such as the television, the user can access the television, access the particular interface, and continue the process, such as the text message, on the television. The technique can be used to authenticate the user on the second device as well as uniquely identify the particular device-based interaction.
In some embodiments, the term, device-based interaction, as used herein refers to an interactive process initiated on the device. For example, a device-based interaction specifically can refer to a customer interaction with a customer support interface using an electronic device, preferably connected to the Internet, such as a mobile phone, a smartphone, a laptop, a tablet PC, a device console in a vehicle, a television and the like. The device-based interaction may be facilitated over one or more channels, such as an online channel (i.e. through web medium) or via a cellular channel (for example, accessing an IVR interface by a Smartphone) and the like. Techniques disclosed herein enable customers to seamlessly continue a device-based interaction with a customer support interface while transitioning to one or more devices and/or communication channels.
In an embodiment, each device is configured to facilitate a user interaction, e.g. a device-based interaction, with a remote customer service center 112 over a network 108. Examples of the network 108 may include wired networks, wireless networks or a combination thereof. Examples of wired networks may include Ethernet, local area network (LAN), fiber-optic cable network and the like. Examples of wireless network may include cellular networks like GSM/3G/CDMA networks, wireless LAN, blue-tooth or Zigbee networks and the like. An example of a combination of wired and wireless networks may include the Internet. In some embodiments, the devices may include native applications, web based applications and/or hybrid applications, which may include customer service modules configured to facilitate device-based interaction with the remote customer service center 112.
The network 108 may be associated with, and in some cases may include, a storage facility in the form of cloud 110. The cloud 110 may include one or more web servers, such as web servers 110a and 110b, configured to store content-related data associated with users and business entities. For example, the cloud 110 may be configured to store user related data such as regarding devices associated with a user (for example, devices 106a and 106b associated with user 102), history of device-based interactions of the user, and information associated with the user (for example, credit card details, frequent flyer numbers etc.). Interaction is stored using an interaction data model (IDM), i.e. a standardized data format across channels. IDM is a data structure. For example, suppose chat is flicked to a phone call because a user is unable to continue typing because the user is now on the move. The interaction data in this case is previous channel information (e.g. device=desktop, timestamps=interaction start/pause, interaction duration, task type (e.g. purchase of a device), ip, and location). The interaction data is used to resume the experience over a phone/voice channel such that the user does not have to restart the conversation. In an embodiment, the cloud 110 may also be configured to store an on-going device based interaction. The users, such as users 102 and 104, may access the cloud 110 through the network 108.
In an embodiment, a user may initiate a device-based interaction with the customer service center 112 using any one of the devices. However, the user may wish to transition the on-going device-based interaction to another device or to another channel. For example, user 102 may wish to transition the device-based interaction from laptop 106a to mobile phone 106b, or, user 104 may wish to transition the device-based interaction from tablet PC 106c to Smartphone 106d for a variety of reasons, such as, for example, for mobility, convenience, etc.
In an embodiment, the user may wish to transition a communication channel along with the device. For example, user 102 may wish to transition a phone conversation with a customer service center agent to an online chat or vice versa. In such cases, a flow of communication is uninterrupted and seamlessly transitioned from one device to another or from one channel to another. The seamless transitioning of device-based interaction is further explained with reference to
Referring now to
Accordingly,
In an embodiment, each icon is embedded within the experience from which a user can transition. For example, in the cited example, the chat frame/window is powered with a ‘device flick’ icon, such as a phone icon, suggesting transitions, such as to a phone. Clicking the icon activates the device flick service configured for that specific chat experience for that specific client. As well, the configuration could be based on other parameters such as specific journey. In the above example, the service generates an outbound call with the interaction data to ‘resume’ the task that the user ‘paused’. Further, in the outbound phone call the user is prompted for “resumption” of service, e.g. “we will continue purchase of xyz item that you initiated in the <previous channel>”.
Implementation mechanisms for achieving these interactions include but are not limited:
In
In an embodiment, the user may selectively flick or click on the displayed icon to transition to other devices. For example, in
As can be seen by the above example, the user does not need to restart the device-based interaction and the flow of communication is uninterrupted while transitioning from devices and/or channels to other devices and/or channels, thereby ensuring seamless transitioning of the device-based interaction. The seamless transition of the device-based interaction is dependent upon authentication of the user and maintenance of context of the device-based interaction.
In an embodiment, the user may pre-authorize the devices that are to be utilized for device-based interaction. For example, the user may register the tablet PC 202, the smart television 204 and the mobile phone 206 for device-based interaction with a customer service center, such as the customer service center 112 of
In an embodiment, the customer service center may allot a session identifier for the on-going device-based interaction if the user intends to transition the device he/she is using to another device with a different communication channel. For example, if the user has requested a service (for example, a video conferencing application) for a product over the smart television 204 and if the user is unable to listen to the device-based interaction associated with the service due to a poor quality of the audio, then the user may choose to transition to another device, such as to the mobile phone 206. The user may indicate his/her intent to transition to another device by flicking/clicking an icon from among the plurality of displayed icons as explained above. The customer service center may allot a unique session identifier that is displayed on the display screen 220 of the smart television 204 and requests the user to enter the session identifier in the mobile phone 206 to continue the device-based interaction. The session identifier may be an alphanumeric code, a numeric code, a word, an audio song, an image and/or a combination of the above to authenticate the identity of the user to continue the device-based interaction. For instance, the customer service center displays an alphanumeric code, such as ‘qW19zC’, on the display screen 220 of the smart television 204 when the user requests to transition the device-based interaction to the mobile phone 206. The user enters the alphanumeric code ‘qW19zC’ on the mobile phone 206 upon establishing a contact with the customer service center. In an embodiment, the session identifier may authenticate the user on the mobile phone 206 and uniquely identify the device-based interaction. The context may further be established by receiving the device-based interaction stored on the cloud 110 (shown in
In an embodiment, the session identifier is randomly generated or procedurally generated in an orderly fashion. In an embodiment, when the user transitions to a new device, the preceding device detects that the user has logged into the new device and asks the user if the user wants to continue the device-based interaction on the new device and end the device-based interaction on the preceding device. For example, when the user enters the session identifier into the mobile phone 206, the smart television 204 may detect that the user has logged onto the mobile phone 206 and a message may be sent to the mobile phone 206 inquiring if the user wants to end the device-based interaction on the smart television 204. In an embodiment, the process is initiated by the user and subsequently the server reaches out, e.g. via the most appropriate method, to the selected channel. Based on the channel selected the data request is sent to an appropriate server, e.g. web server, IVR server, etc. Once this request is received, the server initiates the interaction on selected channel/device. Or, the server can resume the interaction by the user opening an application or webpage, or dialing a number for the same service-system, based on the customer data and selected channel preference.
In an embodiment, the user may use a gesture, as requested by the customer service center, to facilitate user authentication on a new device associated with the user. More specifically, the customer service center may direct the user to create a particular pattern on a display of the device associated with the user (for example on the display screen 208 of the tablet PC 202) upon receiving an indication from the user to transition to the smart television 204. The display screen 208 may be configured to receive touch/gesture input. The examples of touch/gesture input may include, but are not limited to, tap, multi-tap, glide, flick, rotation, pinch and the like. In an embodiment, dedicated gesture may be provided by the user, which may be utilized for uniquely identifying and the device-based interaction on the new device (for example, the smart television 204). For example, the user may use a combination of gestures, such as right, front and left to create a pattern to facilitate authentication on the new device.
In an embodiment, the customer service center may be configured to provide a link to the user upon receiving an indication from the user for transitioning of devices (for example, an indication such as flicking/clicking an icon as explained above). The link sent to the new device authenticates the user and the device-based interaction may be continued on the new device. In an embodiment, the customer service center may be configured to send the link via electronic mail for authenticating the user. It should be appreciated that such a device-based interaction is included herein for illustrative purposes and that the device-based interaction may include various forms such as an online chat, a phone conversation with an agent, a web page based interaction and the like. In an embodiment, a quick response (QR) code may be utilized for authentication purposes as explained with reference to
It should be appreciated that systems/mechanisms for skipping re-authentication and re-establishing of context, such as by authorizing devices, provisioning of session identifiers, QR codes, links, gestures and audio tones, are explained herein for exemplary purposes and that various other mechanisms, such as for example, secure Bluetooth transfer, near field communication (NFC) based transfer etc. may be contemplated to facilitate seamless transition of the device-based interaction. Further, It should be appreciated that the application for such transition of device-based interaction may not be limited to customer support applications alone and may be extended to other applications, such as those related to performing daily routine tasks on web based applications.
At 404, it is determined, for example, by the customer service center, whether an indication for transitioning to different device from among the plurality of devices is received from the user. A user may wish to transition to a different device for convenience or mobility purposes. For example, a user may wish to transition a device-based interaction, which is initiated online (for example, on a web browser on a tablet PC, desktop or a laptop) to a phone (for example, a mobile phone, a Smartphone or a landline). Alternatively, the user may wish to transition the device-based interaction, which is initiated on phone to a web/online medium. In an embodiment, the user may provide the indication to transition the device by flicking/clicking of icons as explained with reference to
If it is determined that an indication for transitioning to a different device from among the plurality of devices is received from the user, then at 406, a seamless transition of the device-based interaction to the different device is facilitated. The seamless transition of the device-based interaction may be facilitated by enabling the user to skip re-authentication as well as re-establishing a context of the device-based interaction. As explained with reference to
Upon seamless transitioning of device-based interaction to the different device, at 408, a continuation of the device-based interaction on the different device may be facilitated. During the on-going device-based interaction, it is determined, at 404, if any further indication for transitioning to different device is received from the user. If it is determined that there is no further indication of transitioning to a yet another device, then at 410, it is determined whether the device-based interaction is on-going. If it is determined that the device-based interaction is completed (i.e. not being continued), then the device-based interaction is terminated at 412. If it is determined that the device-based interaction is still on-going then a continuation of the device-based interaction is facilitated at 414 and the steps at 404 and 410 are repeated at regular intervals till it is determined that the device-based interaction is completed at 410. In an embodiment, each task identified with an intent has a definite beginning and an end. Such identified task is part of the interaction data structure that each channel generates as the user interacts. For example, suppose a user on the web is chatting and trying to buy a phone. The task is ‘phone purchase’. After the interaction is transferred from web/desktop to phone/voice and all slots are completed, an event for task end is generated by the interaction server and the task is completed. The server determines that the device-based interaction is completed based on data structure. The server checks whether all the steps of interaction have been completed and whether information in each slot of the data structure is filled. As well, the system may prompt the user to confirm whether there are any further steps to be processed (“is there anything we can assist you with”). As another example, the system can confirm completion by asking the user to disconnect when he/she is finished.
The techniques disclosed herein enable customers to seamlessly continue a device-based interaction with customer support interface while transitioning devices and/or communication channels. The techniques preclude cumbersome and frustrating task of restarting an interaction upon transitioning an interaction from one device/channel to another device/channel in an uninterrupted manner. Further, a simple flick action or click of a button to transition from a device to another device enhances the experience of the user without having to repeat data for authentication. The user saves time rather than having to answer questions for which he had provided details earlier over a different device. In some embodiments, the authentication may also be facilitated through a previous flick operation, for example, when the user returns back to a device or channel on which he had authenticated recently, e.g. desktop-phone-tablet-phone. In some embodiments, mechanisms, such as security codes, for example, codes based on text, gesture, speech recognition and the like, and/or biometrics, such as for example, techniques involving speech recognition, finger printing and the like, may also be used to facilitate authentication. Furthermore, the user can easily switch to another device immediately or at a time convenient for the user. Further, it should be appreciated that the application for such transition of device-based interaction may not be limited to customer support experiences alone and may be extended to other applications, such as those related to performing daily routine tasks on web-based applications, document processing applications etc., as well.
The computing system 70 may include one or more central processing units (“processors”) 75, memory 71, input/output devices 74, e.g. keyboard and pointing devices, touch devices, display devices, storage devices 72, e.g. disk drives, and network adapters 73, e.g. network interfaces, that are connected to an interconnect 76.
In
The memory 71 and storage devices 72 are computer-readable storage media that may store instructions that implement at least portions of the various embodiments of the invention. In addition, the data structures and message structures may be stored or transmitted via a data transmission medium, e.g. a signal on a communications link. Various communications links may be used, e.g. the Internet, a local area network, a wide area network, or a point-to-point dial-up connection. Thus, computer readable media can include computer-readable storage media, e.g. non-transitory media, and computer-readable transmission media.
The instructions stored in memory 71 can be implemented as software and/or firmware to program one or more processors to carry out the actions described above. In some embodiments of the invention, such software or firmware may be initially provided to the processing system 70 by downloading it from a remote system through the computing system, e.g. via the network adapter 73.
The various embodiments of the invention introduced herein can be implemented by, for example, programmable circuitry, e.g. one or more microprocessors, programmed with software and/or firmware, entirely in special-purpose hardwired, i.e. non-programmable, circuitry, or in a combination of such forms. Special-purpose hardwired circuitry may be in the form of, for example, one or more ASICs, PLDs, FPGAs, etc.
Although the innovation is described herein with reference to the preferred embodiment, one skilled in the art will readily appreciate that other applications may be substituted for those set forth herein without departing from the spirit and scope of the present innovation. Accordingly, the innovation should only be limited by the Claims included below.
This patent application is a 35 U.S.C. §371 National Stage application of International Patent Application No. PCT/US14/67978, entitled SYSTEM AND METHOD FOR SEAMLESSLY TRANSITIONING DEVICE-BASED INTERACTION, filed Dec. 1, 2014, which claims the benefit of U.S. Provisional Patent Application No. 61/910,923, entitled SYSTEM AND METHOD FOR SEAMLESSLY TRANSITIONING DEVICE-BASED INTERACTION, filed Dec. 2, 2013, the entirety of each which is incorporated herein by this reference thereto.
Filing Document | Filing Date | Country | Kind |
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PCT/US14/67978 | 12/1/2014 | WO | 00 |
Number | Date | Country | |
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61910923 | Dec 2013 | US |