Note: Descriptions are shown in the official language in which they were submitted.
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Method and Apparatus for Rules-Based Stora~,ge and Retrieval of Multimedia
Interactions Within a Communication Center
by Ihventor
Christopher Clemmett Macleod Beck et al.
Field of the Invention
The present invention is in the field of telecommunication encompassing all
1o existing sorts of interaction multimedia technology., and pertains more
particularly to
methods and apparatus for storing a complete record of multimedia interactions
within
a multimedia communication center using existing enterprise rules.
15 Cross-reference to related documents
The present application is a continuation-in-part (CIP)of copending
application
P3314PA, which is a C1P of copending application P3313PA, both of which are
incorporated herein by reference.
Background of the Invention
In the field of telephony communication, there have been many improvements
in technology over the years that have contributed 1;o more efficient use of
telephone
communication within hosted call-center environments. Most of these
improvements
involve integrating the telephones and switching systems in such call centers
with
computer hardwaxe and software adapted for, among other things, better routing
of
telephone calls, faster delivery of telephone calls and associated
information, and
3o improved service with regard to client satisfaction. Such computer-enhanced
telephony is known in the art as computer-telephony integration {CTI).
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Generally speaking, CTI implementations of various design and purpose are
implemented both within individual call-centers and, in some cases, at the
telephone
network level. For example, processors running C'rI software applications may
be
linked to telephone switches, service control points. (SCPs), and network
entry points
within a public or private telephone network. At the call-center level, CTi-
enhanced
processors, data servers, transaction servers, and the like, are linked to
telephone
switches and, in some cases, to similar CTI haxdw~~re at the network level,
often by a
dedicated digital link. CTI processors and other hardware within a call-center
is
commonly referred to as customer premises equipment (CPE). It is the CTI
processor
i o and application software is such centers that provides computer
enhancement to a call
center.
In a CTI-enhanced call center, telephones at agent stations are connected to a
central telephony switching apparatus, such as an amtomatic call distributor
(ACD}
switch or a private branch exchange {PBX). The agent stations may also be
equipped
t 5 with computer terminals such as personal compute:r/video display unit's
{PC/VDU's)
so that agents manning such stations may have access to stored data as well as
being
linked to incoming callers by telephone equipment. Such stations may be
interconnected through the PC/VDUs by a local area network (LAN). One or more
data or transaction servers may also be connected to the LAN that
interconnects agent
2o stations. The LAN is, in turn, typically connected to the CTI processor,
which is
connected to the call switching apparatus of the cal'~~l center.
When a call arrives at a call center, whetheo; or not the call has been pre-
processed at an SCP, typically at least the telephone number of the calling
line is
made available to the receiving switch at the call center by the network
provider. This
25 service is available by most networks as caller-ID iinformation in one of
several
formats such as Automatic Number Identification (ANI). Typically the number
called
is also available through a service such as Dialed Number Identification
Service
(DNIS). If the call center is computer-enhanced (CTI), the phone number of the
calling party may be used as a key to access additional information from a
customer
3o information system (CIS) database at a server on tlae network that connects
the agent
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workstations. In this manner information pertinent to a call may be provided
to an
agent, often as a screen pop on the agent's PC/VDU.
In recent years, advances in computer technology, telephony equipment, and
infrastructure have provided many opportunities for improving telephone
service in
5 publicly-switched and private telephone intelligent: networks. Similarly,
development of a
separate information and data network known as the Internet, together with
advances in
computer hardware and software have led to a new multimedia telephone system
known in
the art by several names. In this new systemology, telephone calls are
simulated by
multimedia computer equipment, and data, such as audio data, is transmitted
over data
1 o networks as data packets. In this system the broad term used to describe
such computer-
simulated telephony is Data Network Telephony (DNT).
For purposes of nomenclature and definition, the inventors wish to distinguish
clearly between what might be called conventional: telephony, which is the
telephone service
enjoyed by nearly all citizens through local telephone companies and several
long-distance
15 telephone network providers, and what has been described herein as computer-
simulated
telephony or data-network telephony. The conventional systems are referred to
herein as
Connection-Oriented Switched-Telephony (COST) systems, CTI enhanced or not.
The computer-simulated, or DNT systems .are familiar to those who use and
understand computers and data-network systems. Perhaps the best example of DNT
is
2o telephone service provided over the Internet, whicl'n will be referred to
herein as Internet
Protocol Network Telephony (IPNT), by far the most extensive, but still a
subset of DNT.
Both systems use signals transmitted over network links. In fact, connection
to data
networks for DNT such as IPNT is typically acconnplished over local telephone
lines, used
to reach points in the network such as an Internet Service Provider {ISP}. The
definitive
25 difference is that COST telephony may be considered to be connection-
oriented telephony.
In the COST system, calls are placed and connected by a specific dedicated
path, and the
connection path is maintained over the time of the call. Bandwidth is
basically assured.
Other calls and data do not share a connected channel path in a COST system. A
DNT
system, on the other hand, is not dedicated or connection-oriented. That is,
data, including
3o audio data, is prepared, sent, and received as data packets over a data-
network. The data
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packets share network links, and may travel by varied and vaxiable paths.
Recent improvements to available technologies associated with the
transmission and reception of data packets during real-time DNT communication
have
enabled companies to successfully add DNT, principally IPNT, capabilities to
existing
s CTI call centers. Such improvements, as described herein and known to the
inventor, ",
include methods for guaranteeing available bandwiidth or quality of service
(QoS) for
a transaction, improved mechanisms for organizing, coding, compressing, and
carrying data more efficiently using less bandwidth, and methods and apparatus
for
intelligently replacing lost data via using voice supplementation methods and
enhanced buffering capabilities.
In addition to Internet protocol (IPNT) calls, a DNT center may also share
other forms of media with customers accessing the system through their
computers.
E-mails, Video mails, fax, file share, file transfer, video calls, and so
forth are some of
the other forms of media which may be used. This capability of handling varied
media Ieads to the term multimedia communications center. A multimedia
communications center may be a combination CTI and DNT center, or may be a DNT
center capable of receiving COST calls and converting them to a digital DNT
format.
The term communication center will replace the term call center hereinafter in
this
specification when referring to multimedia capabilities.
In typical communication centers, DNT is accomplished by Internet
connection and IPNT calls. Fox this reasan, IPNT and the Internet will be used
in
examples to follow. IT should be understood, however, that this usage is
exemplary,
and not limiting.
In systems known fo the inventors, incoming IPNT calls are processed and
routed within an IPNT-capable communication center in much the same way as
COST
calls are routed in a CTI-enhanced call-center, using similar or identical
routing rules,
waiting queues, and so on, aside from the fact that there are two separate
networks
involved. Communication centers having both CTT and IPNT capability utilize
LAN-
connected agent-stations with each station having a telephony-switch-connected
headset or phone, and a PC connected, in most cases via LAN, to the network
carrying
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the IPNT calls. Therefore, in most cases; IPNT calls are routed to the agent's
PC
while conventional telephony calls are routed to the agent's conventional
telephone or
headset. Typically separate lines and equipment must be implemented for each
type
of call weather COST or IPNT
Due in part to added costs associated with additional equipment; lines, and
data ports that are needed to add IPNT capability to a CTI-enhanced call-
center,
companies are currently experimenting with various forms of integration
between the
older COST system and the newer IPNT system. For example, by enhancing data
servers, interactive voice response units (IVR's), agent-connecting networks,
and so
t o on, with the capability of conforming to Internet protocol, call data
arriving from
either network may be integrated requiring Less equipment and lines to
facilitate
processing, storage, and transfer of data.
With many new communication products supporting various media types
available to businesses and customers, a communication center must add
significant
15 application software to accommodate the diversity. For example, e-mail
programs
have differing parameters than do IP applications. IP applications are
different
regarding protocol than COST calls, and so on. Separate routing systems and/or
software components are needed for routing e-mails, IP calls, COST calls, file
sharing, etc. Agents must then be trained in the usf; of a variety of
applications
2o supporting the different types of media.
Keeping contact histories, reporting statistics, creating routing rules and
the
like becomes more complex as newer types of media are added to communication
center capability. Additional hardware implementations such as servers,
processors,
etc. are generally required to aid full multimedia communication and
reporting.
25 Therefore, it is desirable that interactions of all multimedia sorts be
analyzed,
recorded, and routed according to enterprise (busin.ess) rules in a manner
that provides
seamless integration between media types and application types, thereby
allowing
agents to respond intelligently and efficiently to customer queries and
problems.
One issue that continually plagues current art communication centers is an
3o inability of agents to keep track of customer interactions in an orderly
fashion. For
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example, if a certain customer has a service problem that he has contacted the
center
about, it is desired that all past queries and responses regarding the issue
be known to
an agent so that much information is not rehashed or may be even missed
completely:
Some current art systems known to the inventor support customer history
systems wherein a chronological interaction history regarding a certain
customer is
available via a database to an agent or agents of the communication center.
This
function is typically performed via threading the queries and replies in a
chronological
fashion wherein the customer has an identifying string. However, current art
systems
support only a few types of text media such as e-mail, fax or other text-type
documents. If an agent places a IP call to the customer, or perhaps, enlists
another
agent in dealing with the customer using an alternate media, manual
intervention must
be used in order to update the customer's transaction history. This presents a
problem
in that the agent or agents may forget to enter certain information into the
system. In
the event of an audit, the customers string would be incomplete and would not
accurately reflect actual history and status.
What is clearly needed is a multimedia threading technique that automatically
enters information to the customer interaction history as it happens
regardless of
media type, and also provides a method for retrieval and auditing.
Summary of the Invention
In a preferred embodiment of the present invention a system for relating
multimedia events in a multimedia-capable call center, and making the events
25 available to users is provided, comprising a data repository adapted to
store files
recording both text-based and non-text-based events involving the call center;
recording systems for recording events of all text-based and non-text events
experienced at the call center; a system for relating the stored files in one
or more
serial strings according to relational criteria; and an interactive display
interface for
3o displaying identifiers of the stored files, the identifiers arranged in a
serial string
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according to the relational criteria. Selected events involving the call
center are
recorded, and a user, be selecting identifiers, may splay individual ones of
the stored
files, thereby reviewing the recorded events.
In this system the identifiers may comprise icons displayed on a computer
5 video monitor, the icons arranged in a serial string. There may further be a
system for
preparing text versions of non-text events, and far storing the text versions
in the data
repository related to the non-text versions in a manner that the text versions
may be
accessed by the interactive display interface. There may still further be a
data
extraction facility for deriving information from text files, including the
text versions
t o of non-text files. Still further a facility may be provided for relating
informational
files to text files, and therefore to non-text files associated with text
files, wherein the
informational files may also be accessed by the interactive display interface
along
with the recorded events and text versions of recorded events.
Relational criteria may include one or morc; of chronology, participants in an
15 event, organizational affiliation, and single issue rc;lationship, but are
not limited to
these criteria. In some cases all communication events involving the call
center are
copied, related and stored, and in some cases a text version of every non-text
event is
prepared, related and stored. Events may include one or more of e-mails, video-
mails,
faxes, file share, file transfers, video calls, chat sessions, DNT calls, COST
calls, and
20 voice mails.
In another aspect of the invention a method is provided for relating
multimedia
events in a multimedia-capable call center, and making the events available to
users,
comprising steps of (a) storing both text-based and non-text-based events
involving
the call center in a data repository adapted to store multimedia files; (b)
relating the
2s stored f les in one or more serial strings according to relational
criteria; and (c)
providing an interactive display interface on a computer video monitor, the
interface
adapted for displaying identifiers of the stored files, the identifiers
arranged in a serial
string according to the relational criteria, wherein 'user, be selecting
identifiers, may
play individual ones of the stored files, thereby reviewing the recorded
events.
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In the method, in step (c), the identifiers may comprise icons displayed on
the
computer video monitor, the icons arranged in a serial string. There may
further be a
step for preparing text versions of non-text events, and for storing the text
versions in
the data repository related to the non-text versions in a manner that the text
versions
may be accessed by the interactive display interface. There may still further
be a step ,
for extracting information from text files, including the text versions of non-
text files.
There may be yet another step for relating informational files to text files,
and
therefore to non-text files associated with text files, wherein the
informational files
may also be accessed by the interactive display intf;rface along with the
recorded
1 o events and text versions of recorded events.
In the method the relational criteria may include one or more of chronology,
participants in an event, organizational affiliation, and single issue
relationship,
although there may well be other relational criteria. In some cases, in step
{a), alI
communication events involving the call center are; copied; related and
stored. Text
~ 5 versions of every non-text event may be prepared, :related and stored.
Also, events.
may include one or more of e-mails, video-mails, faxes, file share, file
transfers, video
calls, chat sessions, DNT calls, COST calls, and voice mails.
In the multimedia call center system and methods taught in enabling detail
below, functions are provided for use by clients of and workers at a call
center never
20 before available in the art, providing a multimedia call center of broad
use and
effectiveness.
Brief Description of the Drawing Figures
Fig. 1 is a diagram of a multimedia communications center enhanced with a
network operating system according to an embodiment of the present invention.
Fig. 2 is a block diagram illustrating basic :layers of a customer interaction
operating system according to an embodiment of tlhe present invention.
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Fig. 3 is a flow chart illustrating basic steps performed by the network
operating system of Fig. 2 related to completing interactive transactions
between
business partners.
Fig. 4 is a block diagram illustrating agent-desktop function according to an
embodiment of the present invention.
Fig. 5 is a block diagram of an exemplary 'WEB-form customer interface
according to an embodiment of the present invention.
Fig. 6 is a flow chart illustrating media-presentation and customer-interface
logic steps according to an embodiment of the present invention.
1 o Fig. 7 is an exemplary overview of a multimedia interaction storage system
within a communication center according to an err~bodiment of the present
invention.
Fig. $ is a block diagram of the repository of Fig. 7 illustrating threaded
text-
blocks and their relationship to stored multimedia according to an embodiment
of the
present invention.
Fig. 9 is a process flow chart illustrating logical steps taken when building
a
threaded multimedia contact-history of communication-center interactions
according
to an embodiment of the present invention.
2o Description of the Preferred Embodiments
Fig. 1 is a multimedia communications center enhanced with a network
operating system according to an embodiment of the present invention. A
telephony-
network architecture 11 comprises an enterprise-hosted communication center 17
that
is linked to, in this example, both a publicly-switched telephone network
(PSTN) 13,
and a wide area network (WAN} 15, which may b~e the public Internet or other
digital
network, such as a company Intranet.
In this particular embodiment communication center 17 handles both
conventional telephone calls, which may be categorized as connection oriented
3o switched telephony (COST) calls, and data network telephony (DNT) calls,
which
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may be DNT calls over a private digital network or calls according to a
protocol such
as the well-known Internet protocol. DNT calls are: characterized in that data
is
transmitted as addressed data packets as opposed to dedicated connections in
COST
calls. As indicated, PSTN 13 may be a private rather than a public netwoxk.
WAN 1 S
may be a company Intranet, the Internet, or another type of WAN known in the
art.
The particular method of call delivery and call center integration is not
particularly
relevant for the purposes of this invention. There are many ways known both to
the
inventor as well as known in the art. Particular issues discussed in the
disclosure
between the telephones and the computers might be implemented differently
1o depending on the actual system, but shall be deemed equivalent for all
purposes of
this invention.
Incoming COST calls arrive at a network-level telephony switching apparatus
19 in network cloud 13 and are connected over trunk 23 to a central telephony
switching apparatus 27 within communication center 17. From switching
apparatus
27, calls are routed according to existing routing rules over internal wiring
56 to
agents' telephones 47, 49, 51, and 53 residing at agents' workstations 31, 33,
35, and
37 respectively.
Incoming DNT calls, and other communication events such as e-mail, file
transfers and the like, arrive at a routing node 21 in WAN 15 and are passed
on over
digital connection 25 to a routing server 29 within communication center 17.
Once
calls arrive at server 29, they may, in some embodiments, be routed directly
over
LAN 55 according to existing routing rules to personal computer/video display
units
{PC/VDU) such as PC/VDU 39, 41, 43, or 45 located at agent's workstations 31,
33,
35, and 37 respectively.
In this embodiment, switch-connected telephones 47-53 are also connected to
PC/VDU's 39-45 via a headset to computer sound-card according to technique
known
to the inventor and accomplished via an I/O cable. Thus connected, agents may
respond to incoming COST and DNT calls with the same headset.
In the exemplary system and communication center shown, the equipment and
3o applications are adapted to provide for multimedia operation at each of the
agent
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stations, so the agents can interact with clients in many different ways, as
are known
in the multimedia arts.
Computer telephony integration {CTI) enhancement is, in this embodiment,
provided both at communication center 17 and in PSTN 13. For example, in PSTN
13, a processor 61 running instances of a CTI application known as a T-server
(TS) to~
the inventors, and a statistics server (Stat) is connected to telephony switch
19 via CTI
link 65. An intelligent peripheral 59 of the form o:f an interactive voice
response unit
(IVR) is connected to processor 6I via data connection 63. Similar CTI
equipment is
illustrated within communication center 17. Namely, a processor 67 running
~o instances of TS and Stat and connected to telephony switch 27 via CTI link
7l, and an
IVR 69 connected to processor 67 via a data connection 73, with processor 67
further
connected to a local area network (LAN) SS within communication center 17.
In alternative embodiments there may also be a CTI processor 22 in WAN 15
connected to server 21 by a CTI link 24. Also in same embodiments a separate
data
15 network 66 connects these CTI processors. In this way, intelligent routing
may be
performed at the network level with negotiation and direction from within
communication center 17.
It will be appreciated by those with skill in the art that the CTI
enhancements,
as immediately described above, may be hosted ors one processor at PSTN 13 and
on
20 one processor at communication center 17 without departing from the spirit
and scope
of the present invention. The inventor has chosen to shave separate processors
having
separate functions for exemplary purposes only. It will also be appreciated by
the
skilled artisan that there may be many more or fewer than the four agent
stations
shown in communications center 17, and hardware and software arrangements may
be
25 made is a variety of ways. Also, home agents miglht be connected in a
variety of ways
to the call center.
In a preferred embodiment of the present invention, a customer-interaction
network operating system, hereinafter termed (CINOS), is provided for the
purpose of
managing communications center 17, and optimizing and recording all
agent/customer
3o interactions received at communication center 17 from networks I3 and 15.
CINOS is
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unique in the fact that it is a mufti-tiered object-and process-orientated
system wherein
logic regarding the various aspects of it's functionality is achieved via
knowledge-
based architecture and object modeling. Various fi.znctions of CINOS, more
fully
described below, include capturing (recording), analyzing, routing, and, in
many
instances, responding via automated process to customers engaged in
interactions with
the enterprise (company hosting the communication center). CINOS is adapted to
support all planned communication mediums such as multimedia DNT applications
including e-mail, video mail, file transfers, chat sessions, IP calls, and CTI
COST
transactions such as voice calls, voice mails, faxes,, and so on.
1o Referring back to Fig. 1, CINOS utilizes various LAN-connected machines in
order to perform various operations. Among these various hardware
implementations
are a multimedia server (MIS) 79 adapted to physically store and serve all
multimedia
transactions, and a customer-information-system server (CIS) 57 adapted to
physically
store and serve information relevant to customers Such as purchase history,
financial
status, product preferences, contact information, etc. A central server (COS)
77 acts
as a host location for a CINOS manager application (noted in text balloon)
which is,
in effect, the parent application that controls all of the operation and
functionality of
the system.
In addition to the above-mentioned machines hosting CINOS routines, each
2o PC/VDU such as PC/VDU 39, for example, has a CINOS-agent desktop interface
or
client application (not shown) adapted to interact with the parent
application. Also,
each machine that provides particular dedicated fua~ction to communication
center 17
such as switch-connected CTI processors, IVR's, amd other related equipment
host
instances of CINOS application-program interfaces (API's) to enable seamless
integration of differing parameters and/or protocols that are used with
various planned
application and media types utilized within communication center 17. Such
programs
may also co-reside or be in any combination or ho sted by themselves.
Additionally,
for performance purposes, additional dedicated network links may exist between
those
servers, but essentially they are only performance boosters, and hence for
clarity
3o purposes, only a simple network is shown.
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As previously described, CINOS comprises a mufti-tiered architecture. This
unique architecture comprises an external media layer for interfacing with the
customer or business contact, a workflow layer for making routing decisions,
organizing automated responses, recording transactions, and so on, and an
internal
media later for interfacing and presenting interactions to an agent or
knowledge
worker. An innovative concept associated with CIIVOS involves the use of
tooled
process models, knowledge bases, and other object models as base instruction
for it's
various functions. These modular conventions may be inter-bound with each
other,
and are easily editable providing a customizable framework that may conform to
1o virtually any existing business logic.
In simple operation, and after any network llevel routing, COST calls and DNT
calls including other media events arrive at communication center 17 to
telephony
switch 27, and routing server 29 respectively. Network level routing, as
defined
herein, includes any intelligent implementation that may be in place and aided
via
t5 processors 59, 61, and 22. Load balancing to multiple communication
centers, and
transferring customer data obtained at network-level over data-network
connection 66
would be examples of such network-level routing.
Once a call or other communication event registers at either switch 27 or
routing server 29, CINOS immediately identifies the media type associated with
the
2o call and begins it's processes depending on enterprise rules. For example,
a live
COST call may first be routed to IVR 69 whereby 'the customer can be presented
with
varying choices such as leaving a voice message, vvaiting in queue, receiving
a call
back, or perhaps an e-mail, and so on. Interaction 'by IVR 69, in this
instance, will
preferably be via voice recognition technique such as is known in the art, but
may also
25 be via touch tone response or other known method. As previously described,
the
caller may elect from a number of options, such as to hold for a next
available agent,
select an automated response such as a fax back, on perhaps a later agent-
initiated
response such as an e-mail or call back. In all cases, CINOS seamlessly
processes and
executes the logic required to accomplish the goal of the caller in a media
and
3o application-independent fashion.
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DNT events are handled much the same way as described above for live
callers. For example, an IP call maybe routed to a digital equivalent of an
IVR for
interaction or queued for a next available agent, and so on. In one
embodiment, IVR
69 may be adapted to handle both COST and DNT interaction.
All interactions with live external media, including actual text-based events
whether live or not, are recorded and stored in MIS 79 with an associated text
version
of the media stored as well, and becoming part of an overall threaded contact
history.
This is accomplished in varying ways according to existing parameters such as
media
type, whether the event is a live call, and so on. For example, CINOS may
execute a
command directing IVR 69 to digitally record an incoming COST call during
customer interaction and then store the voice recording of the transaction in
MIS 79.
A text version of the recording either created simultaneously from the voice
recording
via voice-to-text techniques (known in the art), or created by a live
attendant via
manual annotation may be sent to and stored in DEt 79. An IPNT call arriving
at
15 routing server 29 may be similarly recorded and stored in MIS 79 with an
associated
text version of the interaction stored in DB 79. E-mails, video calls, voice
mails and
so on are similarly handled. For example, an incoming e-mail is stored in MIS
server
79 while text from the e-mail may be extracted and stored associated with the
e-mail.
The purpose of the text version of the event is twofold. Firstly, a complete
2o text-based transaction history of communication center 17 may be compiled
and
reserved for later access and audit. Secondly, an agent or knowledge worker
may, in
some instances, see the text version of the event at the same time that he
receives
routed notification of the event. In this way, an agent may begin mental
preparation
before taking a call. The text version of an event must be machine-readable
and
25 human readable at times displayed. Interactive media-independent viewers,
part of
the agent's client application, may be used to disseminate information which
may
initially not be human readable.
It is important to note here that the text-based version of an event may or
may
not be a complete and verbatim rendition of an actual media event. For
example, an
3a e-mail may contain many documents each having many pages of text.
Therefore, the
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text-based version of a particular e-mail event may simply contain the name
and
particulars regarding the author, a purchase order, and a list of the enclosed
documents
by title, and basic content or memo as well as a po:>sible manual annotation.
The
attachments to the e-mail may be stored separately,, and be also cross-indexed
and
retrievable. Seeing the purchase order when the event is routed to an agent
desktop
tells the agent that this e-mail is important.
A fax, stored originally as a bit-mapped document, may be converted to text in
the system via optical recognition (OCR) technique wherein sometimes only
certain
content such as the authors contact information, basic intent of the fax, and
perhaps
1 o special numbers or codes contained in the original fax are recorded in a
text version
79 , sometimes the whole text is OCR'd, while the original fax is stored in
it's entirety
in DB 79. Such codes or numbers that are specifically parsed from actual media
may
be part of a unique coding system set up by the enterprise whereby customers
are
directed to include such codes or numbers with their orders, service requests,
and so
I5 on.
Parsing text messages is accomplished via a text-analyzer known to the
inventor. In other non-text media types, such as video or graphics,
descriptive notes
may be taken via live attendant and stored in DB 79 as previously mentioned.
Voice
recognition technology may also be used in a case of recorded sound or video
with
2o sound. All transactions regardless of media type are thus recorded and
stored
according to enterprise rules with at least a meaningful part of the content
if not all of
the content of such transactions converted to text and stored in DB 79
associated with
the recording of the event. Again, the importance of the text version is that
the
extracted knowledge of the transaction therein is in machine-operable code,
allowing
25 search and cross-referencing functions that may otherwise not be possible.
After incoming events are analyzed and processed with regards to queuing,
recording, storing, etc. CINOS decides the disposition paths of each event.
For
example, live calls in queue are routed to live agents if available, if this
is the priority
action in the enterprise rules. E-mails are either routed to next available
agents using
3o a push technology, or simply stored in MIS server 79 where they may be
retrieved by
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agents after receiving notification. Recorded events such as IVR voice
requests are
stored in MIS server 79 where they may be retrieved by agents, and so on.
By the use of routing and routing notification events, any media may be routed
to an appropriate agent based on skill; or any other rule-based routing method
over
LAN 55. Actual multimedia events may be accessed from MIS server 79 at the
agent's discretion, or by rule, and text-based versions of those events stored
in DB 79
may be mirrored and routed to the agent along with notification of the
incoming
event.
Other services may be performed by CINOS such as responding to media
to requests without agent participation via initiating automated fax
responses, out-bound
dialing campaigns wherein recorded information is given to a customer perhaps
concerning an order placed by the customer, and so on. Networking via business
or
chat applications between several business partners, customers, agents, and so
on, is
possible wherein each entry may be stored in DB 79 as part of a discussion
thread
1 s including responses of another media type, perhaps initiated by a
communication-
center agent to one of the participants during the discussion.
As a general rule, full multimedia storage is done in a mass storage server,
and
linked by cross-indexing to the database. Depending on the business model,
full text
or only partial annotation is stored in the database, or a mix therof, e.g by
media type.
2o In addition to supporting a wide variety of applications and protocol,
CiNOS
is provided with the tools for building media-independent self help wizards
that are
adapted for problem solving and reduction. Similarly, external and internal
interaction media viewers are provided and adapted to support any media of
choice.
CINOS uses object modeling and linking techniques that are known in the art
25 to effect much of it's goal of presenting a seamless customer interaction
with an
enterprise agent or knowledge worker operating in a communication center such
as
center 17. For example, an interaction object model (IOM) represents a
transcript of
all interaction history stored in DB 79 and provides an audit trail of the
state of
transactions of all interactions. An interaction process model (IPM) controls
how
3o events are handled within the operating system.
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An additional set of models handle how agf;nts receive their routed media such
as via traditional push model, blended push model, publish and subscribe
model, or
interrupt model. Prioritizing interaction events may also be accomplished
through
varying the push theme or scheme. For example, traditional push technology for
e-
5 mail means that only e-mail (media type) is being worked on by an agent. By
blending the push model with a publish and subscribe model, the interrupt
model is
created wherein the agent may subscribe to various routed media such as
answering
phones, and responding to faxes, but may be interrupted for an important
interaction
of another media type such as e-mail and so on. In this way an agent's time
may be
1 o utilized according to enterprise rules within an automated environment.
Outbound campaigns may be configured according to enterprise rules and
media preference using a single rule-set knowledge-base. This single set of
outbound
tools can be used to initiate customer dialog via predictive dialing, e-mail
push,
automated recorded messages, and so on.
15 It will be apparent to those with skill in the art that common object
modeling
(COM) can be used to create virtually any type of model for any type of
enterprise
situation. It is the intention of the inventor to provide the applicable
control codes
known in the art for building process and object models and enabling the
linking and
interaction between the models. As previously described, it is partly the fact
that
2o CINOS uses these various models and knowledge 'bases to achieve desired
interaction
that sets it above current-art systems. The inventor knows of no such network
interfacing operating system that is based on the above described technology.
CINOS may be implemented in a number of different topologies. For
example, CTNOS may be implemented as a centralized topology with one
25 communication center as shown here in Fig. l, a distributed topology
wherein a single
communication center may span multiple physical locations, a segmented
communication center wherein a single pool of agf;nts services more than one
company or customer base, or a wide conununication network wherein a plurality
of
communication centers such as center 17 cooperatively service a common pool of
3o customers or a customer base. Enterprises involved in commerce such as
large
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financial institutions hosting many geographically separate communication
centers
may build their entire networking system using CINOS architecture in
standardized
and distributed fashion. There is no limitation to the type of enterprise that
may use
CINOS as it may be tooled to accommodate virtually any network architecture
linked
s to a communication center having DNT capability.
It will also be apparent to one with skill in t;he art that CINOS routines
according to various embodiments of the present invention may be included and
implemented at the network level without departin g from the spirit and scope
of the
present invention such as in processor 61, and IVR 59 in PSTN 13, or in
routing node
1 o 21 in WAN 11.
Fig. 2 is a block diagram illustrating basic layers of the network operating
system according to an embodiment of the present invention. As previously
described
with reference to Fig. 1, CINOS comprises three basic operating layers. They
are an
external media layer 83, a workflow layer 85, and an internal media layer 87.
15 External media layer 83 interfaces directly with the; customers or business
contacts or
partners as illustrated via customers a and b, and business contact c. The bi-
directional arrows beneath each of the above mentioned participants illustrate
interactive participation with CINOS on the customer side.
External media layer 83 may, in one embodiment, be a multifaceted, web-
2o based self help interface providing news information and a host of other
services that
may be personalized by the customer. In many respects, external media layer 83
in
this embodiment is similar to a web browser.
Workflow layer 85 comprises 3 basic function categories beginning with a
content analysis category 89 wherein textual analysis, voice analysis, IVR
interaction,
2s recording and storing takes place. A next category is context resolution
91. Context
resolution involves customer identification, business process binding,
preparation for
routing, and so on. A third category termed interaction routing 93 comprises
various
processes associated with the presentation of the interaction to agents,
service persons,
knowledge workers, business partners, customers a.nd the like, that is, all
transaction
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partners. Category 93 covers queuing, skill-based routing, automated
treatment,
workflow models, and so on.
Internal media layer 87 comprises an agent desktop interface not shown in Fig.
1, but described in more detail below. Both external layer 83 and internal
layer 87
contain the required tools for enabling media and application-independent
interfacing
such as previously mentioned self help wizards, media viewers, and other
controls as
prescribed via enterprise rules.
Internal media layer 87 provides an agent with, among other options,
information about the customer or contact, information about current or
historical
to business processes, information about current interactions and their
relationship to
business processes, and a knowledge-base to guide the agent or knowledge
worker
with interaction response and workflow. An agent a, and agent b, and a
knowledge
worker c are shown herein interacting with the system as illustrated via bi-
directional
arrows. The skilled artisan will recognize these arc: merely examples, and
there may
t 5 be many more such persons, and interactions in some instances may be
routed to
machines for response.
It will be apparent to one with skill in the art that the mufti-tiered
architecture
of CINOS such as is illustrated herein may comprise many more or differing
steps or
processes without departing from the spirit and scope of the present
invention.
2o Fig. 3 is a flow chart illustrating basic steps performed by the
interaction
operating system of Fig: 2 related to completing a 'transaction between a
customer and
an agent, wherein the transaction is initiated by the customer. Similar steps
may be
accomplished in the opposite direction for commwnications initiated by an
agent, as
the system is bi-directional, but the present example will serve to teach the
inventive
25 aspects of the system. In step 95, an incoming transaction, such as a live
call, an e-
mail, etc. , is received at the appropriate CTI switch (COST) or routing
server (DNT}
in a CINOS communication center such as center :17. In step 97, customer and
media
type are identified and interaction proceeds.
All transactions, whether live calls, such as. video calls, DNT calls and COST
3o calls, or text-based documents, such as e-mails, are recorded and stored in
one or more
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mass storage devices handled by one or more database applications. This maybe
taken as server 79 of Fig. I, although the diagram of Fig. 1 is exemplary.
A principle object of the invention is to extract maximum information from
every transaction for building a knowledge base th~it can be used for dynamic
management and future analysis and development. This is done primarily by data
mining, which is applicable to machine-operable c«de, that is text. Because of
the
nature of the extraction, there is a difference in the way live calls and text-
based
media is handled.
Discrimination as to the text nature of the media is made at step 99. If the
to media chosen by the customer is already text-based, then the transaction is
recorded as
received (101), and a data mining application extracts important information
in step
I 03 and stores it in the knowledge base. The distinct portions and versions
of the
transaction, such as the originally recorded version and any extracted data
are related
to one another and to other knowledge previously stored, and become part of a
I5 threaded interaction history associated with an ongoing interaction and
ultimately of
an overall contact history.
If the media chosen by the customer is determined in step 99 to be a live
interaction such as a COST or IPNT call, then the existing knowledge base is
accessed
at step 107, and the call is routed to the best fit agent. This may, of
course, be done in
2o a number of ways, such as an ADC, skill-based routing as known to the
inventors,
transfer to an IVR for automatic processing, and so on, as may be dictated by
enterprise rules. If routing is to an agent, customer information may be
retrieved from
CIS server 57 (Fig. 1) and sent to the agent's PC, and appropriate scripts may
be
provided to guide an agent in interacting with the caller.
25 In step 109 the actual transaction is recorded as it takes place, which, in
the
case of live calls, may be a video or an audio recording or a combination of
both.
Preferably the recording is digitized.
In step I 11, a maximal text version is prepared from the actual transaction.
The ability to do so depends to a degree on the sophistication of the system.
This
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process may be as simple as a person adding notes for annotation or as
sophisticated
as a voice-to-text application preparing a full text version as the
transaction transpires.
In step 113 the text version is mined for dal:a and resulting knowledge is
stored
in the appropriate knowledge base for future use, and added to overall record
with
appropriate cross-referencing.
It will be apparent to one with skill in the art that there will be many
routines
comprising various steps for performing different 1>rocesses as may be
determined by
enterprise rules which may likewise vary depending on, among other
considerations,
company type, product and or service type, communication center architecture,
t o whether or not the system architecture is centralized or distributed, and
so on. The
embodiment taught herein is meant only as a basic example of process
functionality
related to CINOS processing of an incoming event.,
Fig. 4 is a block diagram illustrating agent-desktop function according to an
embodiment of the present invention. An agent-desktop client I 15, part of the
CINOS
~ 5 overall architecture, enables an agent or knowledge worker to configure
and control
his or her interface to the rest of the system and to external media. Client 1
I 5 may be
personalized according to a particular agents parameters. A desktop interface
117
may appear and function much like a personalized web-browser containing many
similar attributes related to network capabilities in<;luding full multimedia
function,
2o software tool kits, linking and embedding capability, and so on.
An HTML client application 119 oversees all of the network capability
previously mentioned. In this embodiment for example, HTML client 1 I9
communicates with an Internet information server 121 using HTTP protocol which
is
standard. Client 119, if provided minimally, may be used in conjunction with
an
25 Internet browser for full multimedia function. In some embodiments, it may
be
maximally provided to be a fully featured client with full web browser
function. For
example, an agent may create and edit web forms, web pages, embed controls
into
such web-based forms or pages to provide certain customer interaction
mechanisms in
addition to having a fully functional navigation tool at his disposal.
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In another embodiment, Server 121 may be a server on a private network or
corporate WAN instead of an Internet server. In a preferred embodiment;
however,
any number of servers on the Internet and/or linked to a WAN other than the
Internet
may communicate with client 119 as it intended to support all existing and
known
communication protocols.
A windows client 123 is provided to seamlessly integrate existing applications
on the agent's PC to network applications and processes. This may be
implemented
via a desktop tool-kit 12S that contains all of the required controls for
building,
integrating and customizing the interface.
1 o A business-logic layer comprises business object models 129, hereinafter
termed business objects 129, representing contacts, interactions, knowledge-
bases,
events, routing processes, and other system routine,. Integration and
interaction of
the various described desktop components with thE;se logics is accomplished
via
common object modeling (COM) which is known in the art and available to the
inventor. Desktop to CTI integration is accomplislhed via controls provided or
created
with a CTI set of tools or tool lcit (not shown). For example, if the
enterprise desires
to blend voice and e-mail, the CTI tool kit would be used to build and
integrate the
interface.
Existing network applications such as CIS, enterprise resource planning
(ERP), Commerce, and the like interact with various business objects using COM
and
may also interact with a physical database using ODBC and SQL.
Customer Interface Media Window
According to a preferred embodiment of the present invention, CTNOS access
by customers of an enhanced multimedia communication center, such as center 17
of
Fig. 1, is controlled by means of a customer-facing media interface, by which
customers may be identified and even categorized according to numerous
criteria. In
3o some cases access may be controlled through subscription, or according to
other
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qualifying criteria such as may be deemed appropriate by the enterprise. For
example,
if the enterprise is an exclusive investment club, membership may be required.
Categorizing criteria may include demographic information such as income
level,
credit history, or any other attribute that may be quantified and used to
categorize a
customer.
An enterprise-controlled access point may be def ned as an interfacing window
or portal created and maintained at a typical customer entry point in a
network as may
be known in the art. Such interfaces may take the jPorm of a WEB-based
customer
interface (a WEB page}, an interactive voice response (IVR) unit, a service
control
1o point (SCP), or some other customer-facing system or apparatus as may be
known in
the art.
For the purposes of this specification, an example of an enterprise-controlled
WEB-form access and interface window is illustrated as an example for a
preferred
embodiment. The inventor deems such an interface to be most adept in offering
best-
fit media options while remaining accessible to a large customer or client
base.
Fig. 5 is a block diagram of a WEB-form customer interface according to an
embodiment of the present invention. WEB form 133, hereinafter termed access
window 133, is provided to be a part of an enterprise's WEB page which may be
accessed through Internet connection and navigation, as is known in the art.
Widow
133 is part of the CINOS software architecture described above, and represents
the
initiation of any customer interaction with the hostnng enterprise. A WEB
counter
143 is provided and records the number of visits to window 133.
Window 133 is built and edited using COMP codes available to the inventor
and typically found in tool kits adapted for the pupose of creating
interactive displays
on a WEB page. Such a tool kit may be located on an agent's desktop, perhaps
part of
an agent's HTML client such as client 119 of Fig. ~. In one embodiment, it may
be
part of a system administrator's tool kit.
Window 133 contains interactive options directed at various categories and
functions. For example, a new client section 135 contains interactive options
related
to adding a new client to the active customer base of the enterprise. A
customer
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service section 137 contains interactive options presented to existing clients
needing
service. A new order section 139 contains interactisve options presented to
existing
clients wishing to do new business.
Each offered interactive option is an embedded executable function having the
appropriate links to other system areas of CINOS such as may be relevant to
the
immediate interaction such as to services offered, routing routines, database
searching,
interaction recording, and so on.
An innovative function of window 133 is to provide front-end control of
access to the enterprise by existing and potential clients/customers. For
example, as a
t o client, contact, or potential client interacts with the various media and
functional
options presented by the enterprise in window 133, he or she is being directed
according to enterprise rules in such a way that he or she may first be
qualified or not
to patronize the enterprise. Secondly, the contacting person may be
categarized and
sorted as to type of qualified customer. Thirdly, the person contacting person
may be
directed to pre-selected media options by the enterprise for various services
offered
including but not limited to routing live interactions, and so on.
In a preferred embodiment of the present invention, access window 133 is
fully customizable, based on customer data and enterprise rules with the focus
of such
customization directed toward benefiting the enterprise and ultimately the
client. That
2o is, the client's options within window 133 are pre-selected and preferred
by the
hosting enterprise based in part on data about the client, details about the
client's
communication equipment and software, and enterprise rules and constraints. In
some
embodiments, the client may aid in customizing window 133. However, as it is
desired by the enterprise to provide service in a cost-effective manner, the
client will
be presented with options as preferred by the enterprise in most cases.
To further illustrate, refer now to new client: section 135. If window 133 is
part of the enterprise WEB page, as is the case with this example, there will
be a
variety of visitors which may or may not be pre-qualified by the enterprise.
Therefore, an interested party would begin (and be restricted to) taking a new
client
3o survey, illustrated as one of the options in section 135. If the enterprise
rules require
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this as a first step, then the other options may be enabled only upon
completion of the
survey. By choosing new client survey, a second vvindow may contain various
survey
options such as via e-mail, interactive voice recording, type and send method,
or the
like.
Information taken in the client survey is recorded and entered into a CINOS
database such as DB 75 of Fig. 1. Such information may also be compared
against
enterprise rules or constraints, and other known information as may be
available to the
enterprise. Assuming the client is now recognized by the enterprise, the
client's media
hardware and telephony information may be recorded for future interaction
purposes.
1o Such information may include the client's personal computer parameters
including
modem type, Internet connection type, computer platform type, type of Internet
phone
application installed, etc. Similarly, COST telephone parameters may be
recorded,
such as personal phone number, business phone number, cellular phone number,
forwarding nurnbexs, and so on. Such data will influence latter customization
of his
15 personal window 133 for the particular client including the types of media
that will be
offered.
Finally, the client may be asked to create a :password for the purpose of
accessing CINOS. A section 141 is provided containing a network log-in option
along with download sections for obtaining permanent and or temporary software
as
20 may be desired or needed, or, in some cases, required for the client to
access certain
services, view certain content, and so on.
Section 137 presents media options for clients seeking customer service from
the enterprise. These options are, in a preferred embodiment, presented in a
customized or personalized fashion within the client's window 133 as was
described
25 above. Therefore, each client patronizing the enterprise may access a
version of
window 133 that differs in look and functionality than that of another client.
In this
example, service section 137 contains options for e;-mail, chat program, fax
program,
a self help wizard, and a voice wizard. Other media types may be added or
subtracted from the client's window 133 depending on any of several criteria.
3o Personalization of widow 133 takes into account client information as
stored in
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CINOS database 75, service-agent media availability and preferences, and
perhaps
any overriding enterprise rules. Unless and until a client is identified there
are
typically no options presented to the client for continuing a transaction with
the
enterprise.
For an identified client, by selecting the e-snail option, the client's
preferred e-
mail program may be activated for the purpose of sending a message to or
soliciting a
reply from a service agent. By selecting chat program, the client may be
launched
into a scheduled service seminar featuring many clients interacting with a
service
expert regarding a certain subject. One enterprise rule regarding section 137
may be
1o that there is no telephone or I-phone media option for customer service for
a client in
the absence of an ongoing project with the particular customer. In this sense
an
ongoing project includes any unfinished business that the client is involved
in with the
enterprise.
Self-help wizards and voice wizards as illustrated in section 137 may be
15 offered to help a client resolve an issue without taxing further resource.
Such wizards
may be customized based on a client's recorded data, perhaps confirming past
interactions, providing account or order status, and so on. In some
embodiments,
selecting an option might avail several additional options. For example,
selecting chat
program may avail three possible chat programs to choose from with different
2o schedules, content, and functionality attributed to each individual
program.
New order section 139 in this example coni:ains various options adapted to
facilitate placing orders. The options as illustrated herein include, but are
not limited
to, I-phone, call back, promotional models, video presentations, an on-line
viewer,
and an order wizard. Interaction is the same as was stated with regards to
section 137.
25 For example, selecting promotional models, accesses a database containing
the current
promotional information and features of products which may be viewed
interactively
by the client using an on-line viewer offered as one of the functional options
(tool).
The options presented in the New Orders section may also be customized
according to
client identity, demographics, transaction history, and enterprise rules.
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On-line viewers may enable the client to view documents that are riot
supported on his computer platform. Selecting video presentation may avail
several
types of videos for viewing ,such that the client may choose one. If the
client does not
have a viewer installed on his computer which will support the offered video,
perhaps
the on-line viewer may play the video, or the client could download a
temporary
viewer from section 141, etc. Selecting call back rnay bring up a second array
of
media choices made available by the enterprise for receiving a reply
interaction from
an agent.
By providing a controlled interface window such as window 133 the enterprise
to may control routing and interaction right from the t>eginning of customer
contact.
Through the innovative method of linking and reporting to other CINOS
functions,
and repositories, much real-time personaliation of vvindow 133 according to
enterprise
rules and customer parameters may be made automatically. For example, if a
client's
history indicates a propensity toward frequent buying, an I-phone option may
be
presented in customer service section 137 in his window 133 immediately after
such a
determination so that he may get direct customer service at all times.
Certain media options, as described above, may be afforded a certain priority
over one another regarding interaction with the enterprise. For example, a VIP
client
may have live interactive media choices offered in window 133 such as I-phone,
call
2o back to COST phone, video phone, etc. A client known for infrequent contact
or
troublesome interactive history may be limited to text-based interaction such
as e-mail
and so on.
As an integral part of CINOS functionality, window 133 acts as a portal
through which existing and potential clients may be. screened; categorized and
routed
according to enterprise rules. Customer interfaces such as window 133 may be
provided at various locations on a WAN such as the; Internet without departing
from
the spirit and scope of the present invention. Such portals may exist in
different
geographic regions, and may be created for differing customer bases such as
one far
Latin America, and one for the pacific rim, and so an. Instances of CINOS
routine
may be distributed widely over a network.
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Although the example provided herein is of a WEB form, it will be apparent to
one with skill in the art that a CTI counterpart may be created for the COST
telephony
network. Such a case may be a CINOS enhanced fVR at an SCP or customer access
point in the COST network.
CINOS, as previously described, optimizes customer/agent interaction in a
manner which is economical and cost efficient to both the enterprise and the
patronizing client. The customer interfacing window as taught herein with
regards to
Fig. 5 is innovative in that it is a fully customizable portal that facilities
seamless
integration between clients arid enterprise agents according to enterprise
rules.
Further innovation is evident in that client data is fully and seamlessly
integrated with
CINOS intelligence and enterprise rules regarding routing of interactions and
other
constraints or limitations that are programmed into the system: In effect,
logic from
the front end, or customer side, to the hack end or agent side is linked and
accessible
to all appropriate CINOS routines which include applicable CTI CINOS routines.
1 S The various customer interfacing logic is are explained more fully below
in a series of
process Logic steps in a flow chart.
Fig. 6 is a flow chart illustrating media-presentation and customer-interface
logic steps according to an embodiment of the present invention. In step 145,
a visitor
registers at an enterprise's WEB page. The visitor i.s identified according to
enterprise
20 rules in step 147. In step 14$ CINOS determines the current status of the
visitor after
searching known client and contact data records. For example, the visitor may
be a
potential new client, an existing client, or an existing business contact.
Although not
specifically illustrated, a potential or new-business-client is not typically
logically
separated from a potential new-client until further process ensues in step 149
with
25 regards to qualification via survey.
If the visitor wishes to be a client, he may log-in to the network system in
step
159. Log-in may be automatic in the event that CITJOS remembers the client's
assigned password, or perhaps typing the password or other code may still be
required
for security reasons. At the time of log-in, window 133 is presented in
personalized
30 fashion according to client data and enterprise rules in step 161. In step
163,
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interaction between an enterprise entity and the client begins with a media
type that is
offered by the enterprise and selected by the client. An enterprise entity, as
immediately described above, is herein defined as an agent, knowledge worker,
service person, or any other live attendant, as well ;as any entity
constituting an
automated response action such as an automated fax, an IVR, automated file
downloads, etc.
At step 148, if it is determined that the visitor is new, then a new client
survey
is conducted in step 149. Step 149 will determine if the new visitor is a
client or
business contact via the survey process. As described with reference to Fig.
6, the
I o client survey may be conducted using a variety of known techniques and
media.
Presuming that a new visitor qualifies as a client or business contact in step
149, he or
she may be asked to create a password in order to 1>rovide access to CINOS. In
step
153, the client's appropriate communication and system parameters are recorded
fox
future reference and for use in customizing window 133.
At step 155, a client instance of CINOS, or perhaps another enabling
application, may be presented for download by the client. In some embodiments,
there may be no required software for download. 7~herefore, step 155 may be
considered optional in this regard. In step 157, the new client may log-in to
the
network system and begin interaction. Because the; client, in this case, is
accessing
2o the system for the first time, the steps wherein he vvould obtain a
customized window
and begin interaction with an enterprise entity are not shown as intermediate
configuration of media choices, product preference,, and the like, may still
be
required before a customized interface may be presented. In one embodiment,
the
client may not see a customized window until the next time he or she attempts
to
access the network.
Steps 165, 167, and 169 for an existing business contact as determined in step
148 are similar to steps 159, 161, and 163 for an existing client although the
rules for
interaction such as media used, personnel involved. and so forth will be
different. For
example, in step 167 an existing business contact rnay be offered the option
of using a
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network-collaboration program wherein I-phone, file sharing, video
conferencing and
the Like are inherent to that one application.
It will be appreciated that there are many possible logic sequences or steps
that
may be followed in interfacing and enabling interaction between a client and
an
enterprise entity without departing from the spirit and scope of the present
invention.
Fig. 6 presents just one possible example of many.
It will be apparent to one with skill in the a~~t that the rules governing the
types
of media offered to clients may be based on a combination of variables such as
may
be decided upon by the enterprise without departing from the spirit and scope
of the
t 0 present invention. Likewise, offered media types may be added or withheld
from a
client over a period of time based on such variables. Moreover, such additions
or
subtractions of media availability with regards to customer interface window
133 may
be automated and based on calculated variables.
In one embodiment, a client may add or subtract media choices if desired,
i 5 however, the enterprise may reserve the right not to engage such media if
added by a
client.
In one embodiment, special application-independent media viewers such as the
viewer offered in section 139 of window 133 of Fig. 5, are offered to clients
and
possessed by agents so that initial illegible information may be made human
readable
2o regardless of the authoring application used by the agent or the client in
the process of
interaction.
Rules-Based Storage and Threading of Multimedia Interactions
25 In a preferred embodiment of the present invention, all CINOS controlled
interactions with customers or business contacts are recorded and stored in a
cantact
history comprising a MIS database and a text database such as were described
with
reference to copending application P3313PA, and described above. That is,
actual
multimedia interactions are recorded to one database or to a section of one
database
3o supporting all multimedia types used in the communication center, and text-
based
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versions are stored in another database or portion of the same database. All
of the
actual recorded transactions and text versions are related as a threaded
contact history
which may be separate from or part of the same database as will be further
explained
below.
Fig. 7 is an exemplary overview of a multimedia-interaction storage system
within a communication center according to an embodiment of the present
invention.
A system architecture 171 is illustrated solely for the purpose of providing
just one of
many possible architectures in which the methods and apparatus of the
invention may
be practiced. Architecture 171, which in a preferred embodiment comprises both
I o conventional and DNT apparatus, is exemplary of an architecture that could
facilitate
CINOS according to an embodiment of the present: invention such as is also the
case
of Fig. 1
At the heart of the storage system is amass-storage repository 187 adapted to
store multimedia. interactions as well as text-based related files. Repository
187 may
utilize any form of digital storage technology knovvn in the art such as Raid-
Array,
Optical Storage, and so on. The storage capacity of repository 187 will depend
directly on it's implementation with regard to the size of the communication
center
and predicted amount of data that will be stored and kept by the system.
in this example, repository 187 is divided logically into two sections. One
2o section, multimedia information system (MIS) 18f, is responsible for
housing all
multimedia interactions defined as media that is not text-based such as audio,
video,
and graphics-based media. All multimedia interactions are stored in MIS 189
whether
incoming, outgoing, ox internal. A second section, herein referred to as text
section
191 is responsible for all text-based interactions as well as text versions
related to
non-text files. Sections 191 and 189 of repository 187 are analogous to MIS 79
and
DB 75 of Fig. 3.
Repository 187 is connected to a communication-center local area network
(LAN) 195. Repository 187 is accessible via LAN' 195 to authorized personnel
within
a communication center such as agents, knowledge workers, or the like, and
may, in
3o some instances, also be made available to clients communicating with the
call center.
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A network roister (RTN) 175 is shown connected to~ LAN 195 via network
connection
203. In this example, network muter 175 is the first point within a
communication
center wherein DNT media arrives. Network routes 175 is exemplary of many
types
of roisters that may be used to route data over LAN 195. An Internet-protocol-
network-telephony (IPNT) switch 176 is connected to network roister 175 via
data Iink_
as is known in the art. IPNT switch 176 further rouites or distributes live
IPNT calls
that do not require routing to a live agent. IPNT calls that are routed to
live agents are
sent over connection 203 to LAN 195 where they reach agent PC/VDU's (not
shown)
or DNT- capable phones (not shown) as illustrated via directional arrows.
An object of the present invention is to record all multimedia interactions
and
store them in MIS 189. A further object of the present invention is to
similarly record
text versions of and text files related to all multimedia interactions and to
store them
in text-based section 191. For the purpose of the present invention, a text
version of a
non-text file is defined as a sufficient text rendition or description of a
corresponding
1s multimedia interaction. Still another object of the present invention is to
provide an
innovative mechanism wherein authorized persons may access any particular
block of
text and if desired, call up the actual media to which the text relates.
More detail regarding the order and manipulation of repository I 87 is
described
further below.
2o Creating text-based versions of live multimedia interactions may, in some
cases, be accomplished via an automated method. lFor example, a digital voice
attendant 197 is provided and Iinked to IPNT switch 176. Digital voice
attendant 197
may be of the form of a DNT-capable IVR or other digital voice-response
mechanism
as may be known in the art. Such automated attendlants may interact with a
voice
25 caller instead of requiring a live agent. A speech to text converter 199 is
provided and
linked to voice attendant 197. As digital voice attendant 197 interacts with a
caller,
speech to text converter 199 uses voice recognition technology to convert the
audio
speech to text. Such text may then be stored automatically into text section
191 and
related to the also-recorded audio data.
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It will be apparent to one with skill in the art that as speech recognition
technologies are further improved over their current state, which is adequate
for many
implementations, reliable text versions of audio transactions are not only
possible but
practical. Such speech to text conversions are used here only for the
convenience of
automation wherein no live attendant is needed to t~~anscribe such audio data.
The
inventor is familiar with such converters as used in the CINOS system
according to a
preferred embodiment. Such converters provide convenience in the practice of
the
present invention but are not specifically required to achieve the objects of
the present
invention.
1 o Manual transcription may also be used to convert audiolvideo to text or
code
that may then be entered into text section 191. For example, a live attendant
201 is
shown connected to LAN 195. Attendant 201, in W is case, may be given the
responsibility of transcribing audio files from speech to text and annotating
video or
graphics files for the purpose of creating text files related to the non-text
data. One or
t 5 more live attendants such as attendant 201 may be provided for this
purpose. Some
media arriving at a communication center such as the one represented via
architecture
I7I will already be text-based and therefore require: no conversion or
annotation.
Short e-mails, Faxes, word documents, and so on are part of this media
category.
An automated services system 193 is illustrated as having a direct connection
2o to section 191 of the data repository. System 193 is provided for certain
text-based
interactions, as described above, wherein a complete text record of the
interaction may
be mirrored, or otherwise created and stored into text section 191. Such
automated
services may include but are not limited to automated e-mail and fax systems.
For
example, a fax may be sent and mirrored into section 191 or, perhaps recreated
using
25 an optical character recognition (OCR) technique and then entered. Physical
text-
documents such as legal papers and the like, may be automatically scanned into
text
section 191 before they are sent to clients. There au~e many possible
automated
techniques for entering text files into a database. Such methods described
with
regards to automated services 193 are a convenience in practicing the present
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invention but are not specifically required to achieve the objects of the
present
invention.
With respect to the dual capability (COST/DNT) of architecture 171, a central
telephony switch 173 is provided to be a first destination for COST calls
arriving
from, for example, a PSTN network. Switch 173 may be a PBX, ACD, or another
known type of telephony switch. Internal COST wiring 182 connects telephony
switch 173 to agent's individual telephones {not shown). Switch 173 is
enhanced via
a processor 179 running an instance of T-server and an instance of Stat-
server, which
are software enhancements known to the inventor and have been previously
described.
t o Such enhancements provide CTI applications, such as intelligent ranting,
but are not
specifically required to practice the present invention. CINOS as previously
described
is adapted to be integrated with such software when present in a CINOS
enhanced
communication-center.
An intelligent peripheral in the form of a COST IVR 177 is provided for the
purpose of interacting with callers seeking information and the like who do
not
require connection to a live agent. IVR technology may comprise voice
response,
touch tone interaction, or a combination of these technologies. IVR 177 is
linked to
processor 179 and also to automated services 193. An example of an IVR
interaction
may be the presentation to a caller of options for using an automated service
such as
those described above, or perhaps waiting for a live agent.
A CTI to DNT interface 181 is provided for the purpose of converting COST
interactions to digital mode compatible with DNT so as to be adapted for
digital
storage and interaction according to CINOS functionality and enterprise
business rules
as described above. Interface 181 is not specifically required to practice the
present
invention so long as appropriate application programming interfaces (API's)
are
provided for equipment that interfaces with CINOS. Bi-directional arrows
illustrated
between interface 181 and IVR 177 represent the ability to route interactions
in either
direction. COST to DNT conversion may be acconnplished in IVR 177 in addition
to
or in place of interface 181. The connection architecture presented herein is
3o exemplary only.
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A speech to text converter 185 is provided for converting audio from the CTI
side to text fox entering into text section 191 as was taught with regards to
converter
199 on the DNT side. Actual recorded media interactions are illustrated
entering MIS
189 after text versions are rendered and entered into section 191, however,
this is not
required. In some instances text versions of multimedia interactions may be
rendered
after the interaction is stored. There is no limitation regarding sequence. It
is
su~cient to say that converters 185 and 199 are capable of real-time
conversion and
entry.
Server 183 shown connected to LAN 195 is. adapted to host a CINOS
t0 MGR.(operating system) application which provides control and organization
with
regard to various functions provided by the CINOS system as a whole. The
storage
architecture represented herein by element 171, and all it encompasses in this
embodiment, is meant only to be an example architecture as may be dedicated to
the
storage and organization of communication-center data according to enterprise
rules.
A unique method termed multimedia threadling by the inventor is used in a
preferred embodiment of the present invention for relating each multimedia
interaction whether incoming to, out going from, or internal to the system,
such as
between an agent and a supervisor. This innovative process allows agents or
other
authorized personnel to access text data and ability cross-reference the data
to actual
2o recorded multimedia interactions which may be displayed and played back.
Fig. 8 is an illustration of a relational diagram as might be displayed on a
display monitor, representing entities stored in the databases described. The
blacks of
Fig. 8 illustrate threaded text-blocks and their relationship to stored
multimedia
according to an embodiment of the present invention. Repository 187 comprises
section 191 and 189 as illustrated in Fig. 7. Section 191 contains text
versions of
interactions that are related by such as chronology, issue, participants,
company
affiliation, and the like. The text documents and versions of non-text files,
represented in this case by icons, are shown related by serial position. For
the sake of
clarity regarding the innovative threading according to an embodiment of the
present
3o invention, a brief description of prior art threading follows.
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Threaded dialog as is known in prior art involves a system of strings or
threads
that are identified as being inherent to a single entity or subject matter
wherein the
dialog {questions and replies) is about that subject or about a question or
subject that
an entity has brought forth. A threaded dialog may be finite dialog (is closed
at some
point) or it may be ongoing. Typically, a thread, which connects or associates
the
pieces of dialog, contains all of the dialog in the order that it happened
such as in
chronological order. Threading may be implemented based on other criteria as
may
be appropriate for a particular situation or by particular rules.
As previously described with reference to th.e background section, prior art
1 o threading techniques are confined to text such as with an on-line message
board or the
like. The inventor knows of no system that supports full multimedia
interaction. The
innovative implementation taught below integrates the text-based thread with
stored
multimedia interactions such that one may interact 'with the thread and access
various
stored media associated with the thread.
Referring again to Fig. 8, a customer 205 is illustrated as having two
threads.
They are issue I and issue II. Customer 205 has an assigned number XX-XX that
identifies him or her with respect to the CINOS system. Issues I and II may
comprise
sales dialog, purchasing dialog, or any other type or purposed dialog as may
be
generic to the hosting enterprise. Customer 205 may well be a business
contact, or
2o even an internal agent practicing dialog with a supervisor or the like.
A series of icons 225-239 represent the type of media stored for each text
block (text not shown). For example, issue I comprises first an e-mail text
followed
by a fax text, WEB text, and V-phone text. In this case, a time stamp or other
known
method may be used to insure that each text block is in order. Icons 225-239
are
interactive pointers or links to the actual media interactions that they
represent. That
is, the first block of e-mail text is associated with an interactive icon, in
this case icon
225. By clicking on the icon a with a pointer device, the actual e-mail may be
accessed and viewed. In an alternative aspect, not only the actual transaction
may be
presented to a user for review, but related files may also be listed or
otherwise
3o presented for selection and review.
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A logical link 207 represents cross-referencing capability between sections
191 and 189. Dialog may be threaded according to a wide variety of business
rules.
For example, a thread or string may represent dialog about a customer,
product, agent,
group of agents, group of customers, and so on. An identifier is assigned to
an entity
and to all the communication events to or from that entity, or those in which
the entity
may have been involved such as a group discussion. or chat. In this way all
interactions may be organized and stored accordingly.
In one embodiment, keyboard commands could be used to cross-reference to
actual media instead of icons. In another embodirn. ent, text versions of
actual media
1 o are fully viewable with the text itself appearing in interactive form
whereupon a
double click may call up the associated media and so on. There are many
variations
within the scope of the invention.
Although actual recorded media interactions are, in this embodiment, stored in
MIS 189, there does not have to be two separate databases (one for text and
one for
actual media). All data may reside in one database and be sectioned in
storage. For
example, one click on the customer name may bring up text only, while a double
click
on the text brings up the associated media.
In MIS 189, recorded multimedia interactions are represented by icons 241-
247 and 251. For example element 241 represents all recorded Video phone
2o interactions. Element 243 represents all e-mails. Element 245 represents
all recorded
COST interactions. Similar associations are made with respect to elements 247
and
251 which represent WEB interactions and Video nnails respectively. WEB
interactions 247 may include on-line orders, requests, information forms,
signed
certificates, and so on.
Element 249 represents additional stored multimedia files dedicated to, for
example, promoting the enterprises products or services. Promotional files 249
rnay
comprise files of the form of any enterprise supported multimedia. These files
may be
tools that can be sent to clients upon request or perhaps periodically.
Referring again to section 191, element 227 located on the thread labeled
issue
3o I represents text from a fax. Because a fax is text-based and not a
multimedia
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interaction, there is no corresponding media event associated with it.
However, the
fax is threaded into the dialog according to, in this case, chronological
order. A short
example of a proposed: dialog concerning issue I follows.
Element 225 represents an e-mail sent by customer 205 to the enterprise
requesting pricing information. An enterprise agent responds with a fax 227 to
customer 205 containing the requested information. Customer 205 then places an
on-
line order 229 along with a request for confirmation via video phone 231.
Issue I may
be closed at this paint. Issue II may represent a thrc;aded dialog concerning
company
service with regards to the customer order of issue 1, or perhaps an agent-to-
I o manufacturer dialog regarding how the order was handled with respect to
issue I.
In accordance with CINOS functionality as ;previously taught in descriptions
above, data may be mined from repository 187 for the purpose of enhancing
service to
customer 205. Mined data xnay be used to affect routing of interactions,
product
promotions or advertisements that may be sent to customer 205. In some cases,
mined data may effect new dialog with a customer or business contact resulting
in
new thread additions. A complete contact history with interactive linking to
actual
recorded media enables the enterprise to resolve disputes more easily, better
service
the customer, and enhance profitability for the enterprise.
Fig. 9 is a process flow chart illustrating logical steps taken when building
a
2o threaded multimedia contact-history of communication-center interactions
according
to an embodiment of the present invention. Logical process steps as
illustrated herein
are meant to represent just one of many sequences which may be implemented
when
building a multimedia-threaded contact-history. Actual steps will depend on
enterprise rules. In step 209, a current interaction to be recorded is
identified.
Identifiers may include special passwords or codes for identifying the
contacts
involved with the interaction. The media type of th.e interaction is
identified in step
211. If the media type is already text-based, as confirmed in step 213, then
the
interaction is prepared for entry into a database such as section 191 of Fig.
8.
Preparation may include such automated processes as scanning, mirroring, file
3o conversions, and so on. Manual annotation via live attendants such as
attendant 201
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of Fig. 7 may also be performed. In step 223, the text interaction is entered
into
section 191 of repository 187 and takes it's place along the associated dialog
thread
according to enterprise rules.
If the interaction is of the form of non-text media as identified instep 2I 1,
then the MIS section of repository 187, or section I 89, is notified to accept
the input.
At step 219, the non-text interaction is recorded into section 189 of
repository 187.
This may occur in real time as the interaction takes ;place, or some point
after the
media interaction was recorded.
In step 221, a text version of the recorded media or a text-based document
to related to the transaction is rendered for storage into section 191 as part
of the thread.
In some instances, as described with reference to Fig: 7, step 221 is
automated via
speech to text converters and occurs at the same time or before the recorded
multimedia interaction is entered into section 189. In other instances, text
versions of
multimedia interactions may be rendered after the rf:corded interaction is
stored. A
live attendant such as attendant 20I of Fig. 7 may be assigned to parse video
and or
audio far applicable text. Such parsed text is entered into section 191 and
takes it's
place along the thread as was described above.
In all cases, an identifying medium is used to assign portions of an ongoing
dialog to the proper location along a thread as well as provide identification
to actual
recorded media for cross-referencing such as may occur during a system audit
or
contact review. Further, the appropriate icons and or links are created and
associated
to entered text wherein actual multimedia may be cross-referenced in
interactive
fashion. Hence, the type of media may be readily identified by an auditing or
reviewing agent simply by browsing the threaded text with accessibility to the
recorded events made by interactive method such as clicking an icon with a
pointer
device as was previously described. As an additional benefit all of the
threaded
dialog, whether text based or not, is rendered in a form that data mining may
be used
to create many useful relationships and to derive much useful information from
the
stored data.
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It will be apparent to one with skill in the an that the order and specific
function of logical steps as taught herein may vary according to the type of
enterprise,
existing enterprise rules, and so on. For example, instead of threaded dialogs
being
inherent to a specific customer with the dialog being about the customers
interactions,
it may be specific to a particular agent with the dialog about the agents
activities.
Such differences in thread assignment may be incorporated into one rules-based
repository.
It will be apparent to one with skill in the an that CINOS may be implemented
in a single communication center, or in a plurality of communication centers
linked
r o via WAN without departing from the spirit and scope of the present
invention.
It will also be apparent to one with skill in the art that rules may be
created
which govern access to CINOS without departing from the spirit and scope of
the
present invention. For example, customers may be required to subscribe to
CINOS,
and may also be provided with a customer application enabling such access. In
another embodiment, access may be given to the general public according to
established security rules governing commerce, financial transactions, and
other
processes.
There are many existing and future implementation opportunities for an
interaction operating system such as CINOS many of which have already been
stated.
2o The spirit and scope of the present invention is limited only by the claim
that follow.
