Note: Descriptions are shown in the official language in which they were submitted.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
-i_
INTERACTIVE TELEVISION SYSTEMS
WITH LIVE CUSTOMER SERVICE
This application claims the benefit of
United States provisional application No. 60/162,355,
filed October 29, 1999.
Background of the Invention
This invention relates to television systems,
and more particularly, to interactive television
systems that allow users to obtain live customer
service.
Interactive television systems can be
complex. Such systems may present challenges for a
typical user. For example, a user may not know how to
use certain commands.
In certain applications such as interactive
television program guides, electronic help is available
in the form of pop-up text help messages.
It is an object of the present invention to
provide improved arrangements for presenting help to
users in interactive television applications.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 2 -
Summary of the Invention
In accordance with the present invention, a
system is provided in which users may obtain live
customer service when using an interactive television
application. The interactive television application
may be an interactive television program guide
application, a home shopping application, video-on-
demand application, news service application, Internet
service application, interactive wagering services
(e. g., fcr wagering on horse races and the like),
communications services (e.g., e-mail, chat, etc.), a
nav shell (e. g., an application that presents a menu
overlay or interface to assist the user in selecting
from various available interactive television
applications), or any other suitable interactive
applications.
The system may distribute televison
programming to users through a television distribution
facility such as a television cable system headend, a
satellite system or a broadcast system. The television
programming may be received at user equipment. The
user equipment may be user television equipment based,
for example, on a set-top box or digital video
recorder. The user equipment may also be user computer
equipment.
The user equipment may receive information
using the same communications paths that are used to
receive television programming. The user equipment may
also receive information (text, graphics, audio, and
videos) using separate data paths (e. g., Internet paths
or other such communications paths).
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 3 -
The user may request help by pressing a
remote control help key or by selecting an on-screen
option. The on-screen option may be provided on any
suitable screen provided by the interactive television
application. For example, the on-screen option may be
provided using a main menu screen, a program listings
screen, a program guide information screen, a home
shopping screen, etc.
The help that is presented may relate to the
type of interactive television application that was
being used when help was requested. For example, if
the television program guide was being viewed or run in
the background or otherwise being used, pressing the
help key or selecting the help on-screen option will
cause the help menu for interactive television program
guide to be displayed.
The help information that is displayed may
contain text, graphics, audio, and video. Text may be
presented in the form of answers to a list of commonly
asked questions. If desired, selecting an entry in the
displayed list of questions may cause additional help
information to be displayed. The additional
information may include text, graphics, audio, and
video.
If desired, the user may contact a live
customer service representative. When the user invokes
help (e. g., using a remote control button or on-screen
option), a real-time communications link may be
established between the user and a customer service
representative. The user may receive information from
the customer service representative in real time as
video, graphics (e.g., diagrams), audio, or text. The
CA 02387658 2002-04-15
WO 01/33858 PCT/LTS00/29742
- 4 -
user may respond using text, audio (e.g., using a
microphone), and video (e. g., using a video camera).
The user may also communicate with the customer service
representative using e-mail, instant messaging or the
like. The customer service representative may directly
control the user's equipment in real time to provide
help for applications such as an interactive television
program guide.
In addition, the user may contact the live
customer service representative for information or to
purchase a product (e. g., an advertised product).
Further features of the invention, its nature
and various advantages will be more apparent from the
accompanying drawings and the following detailed
description of the preferred embodiments.
Brief Description of the Drawings
FIG. 1 is a diagram of an illustrative
interactive television system in accordance with the
present invention.
FIG. 2 is a diagram of illustrative user
television equipment in accordance with the present
invention.
FIG. 3 is a diagram of additional
illustrative user television equipment in accordance
with the present invention.
FIG. 4 is a diagram of an illustrative remote
control in accordance with the present invention.
FIG. 5 is a diagram of illustrative user
computer equipment in accordance with the present
invention.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 5 -
FIG. 6 is a generalized diagram of
illustrative user equipment in accordance with the
present invention.
FIG. 7 shows an illustrative menu screen in
accordance with the present invention.
FIG. 8 shows an illustrative program guide
screen in accordance with the present invention.
FIG. 9 shows an illustrative help screen that
may be displayed in accordance with the present
invention.
FIG. 10 shows illustrative screens that may
be provided to present users with answers to common
questions in accordance with the present invention.
FIG. 11 shows an illustrative screen that may
be used to provide a user with an opportunity to send
an e-mail message to customer service in accordance
with the present invention.
FIG. 12 shows an illustrative screen that may
be used to allow a user to search for help information
in accordance with the present invention.
FIG. 13 is an illustrative screen that may be
provided to the user that contains video and text help
information in accordarice with the present invention.
FIG. 14 is a flow chart of illustrative steps
involved in providing the user with customer service
assistance and other help features in accordance with
the present invention.
FIG. 15 is a flow chart of illustrative steps
involved in providing the user with customer service
assistance using remote control access.
FIG. 16 shows an illustrative screen that may
be used to request help from a customer service
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 6 -
representative when purchasing a product in accordance
with the present invention.
FIG. 17 shows illustrative screens that may
be used when using an instant messaging application.
Detailed Description of the Preferred Embodiments
An illustrative interactive television system
in accordance with the present invention is shown in
FIG. 1. Television programming may be provided from
programming sources 12 to television distribution
10 facilities such as television distribution facility 14
using communications path 16. Programming sources 12
may be any suitable sources of television programming,
such as television production studios, etc.
Television distribution facility 14 may be a
cable system headend, a satellite television
distribution facility, a television broadcast facility,
or any other suitable facility for distributing
television programming. There are typically numerous
television distribution facilities 14 in system 10, but
only one is shown in FIG. 1 to avoid overcomplicating
the drawings.
Communications path 16 may be a satellite
path, a fiber-optic path, a cable path, or any other
suitable communications paths or combinations of such
paths.
Television distribution facility 14 may be
connected to various user equipment devices 18. Such
user equipment 18 may, for example, be located in the
homes of users. User equipment 18 may include user
television equipment 20 or user computer equipment 22.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
_ 7 _
The user equipment may receive television
programming and other information from television
distribution facility 14 over communications paths such
as communications paths 26, 27, and 28. The user
equipment may also transmit signals to television
distribution facility 14 over paths 26, 27, and 28.
Paths 26, 27, and 28 may be cables, free-space
connections (e. g., for broadcast signals), telephone
links, satellite links, etc.
Program listings source 30 may be used to
provide the user with television program schedule
information such as scheduled broadcast times, titles,
channels, ratings information (e. g., parental ratings
and critic's ratings), detailed title descriptions,
information on actors and actresses, running times,
etc.
Program listings source 30 may provide
program schedule information to television distribution
facility 15 over communications path 32 for
distribution to the associated user equipment over
paths 26, 27, and 28. Communications path 32 may be
any suitable communications path such as a satellite
communications path, a fiber-optic or wired
communications path, etc.
User equipment devices such as user
television equipment and personal computers may use the
program schedule information to access program listings
of interest to the user. An interactive television
program guide application or other suitable application
may be used to display program listings on the user's
display.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
g -
If desired, program listings source 30 may
distribute program schedule information to user
equipment 18, user television equipment 20, and user
computer equipment 22 over communications path 38,
communications network 34, and communications paths 42,
46, and 48. Communications network 34 may be any
suitable communications network, such as the Internet,
the public switched telephone network, a packet-based
network, a paging network, etc.
An on-line program guide may be provided by a
server connected to communications network 34 such as
server 36. Server 36 may receive program schedule
information from program listings source 30 via
communications path 38, communications network 34, and
communications path 40. Paths 38 and 40 may be
satellite paths, fiber-optic paths, wired paths,
wireless paths, etc.
User equipment 18 may access the on-line
program guide via communications path 42, which may be
any suitable communications path such as a wired path,
a cable path, fiber-optic path, satellite path, a
combination of such paths, or any other suitable path.
User equipment 18 may also access the on-line program
guide via communications path 26, television
distribution facility 14, and communications path 44.
For example, a cable modem or the like may be used by
user equipment 18 to communicate with television
distribution facility 14. Television distribution
facility 14 may communicate with communications network
34 over any suitable path 44, such as a wired path, a
cable path, fiber-optic path, satellite path, a
wireless path, a combir.~.ation of such paths, etc.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 9 -
User equipment such as user television
equipment 20 and user computer equipment 22 may access
the on-line program guide using similar arrangements.
User television equipment 20 may access the on-line
program guide using communications path 46 or using
path 27, television distribution facility 14, and path
44. User computer equipment 22 may access the on-line
program guide using communications path 38 or using
path 28, television distribution facility 14, and path
44. Paths 46 and 48 may be any suitable paths, such as
wired paths, cable paths, fiber-optic paths, satellite
paths, a wireless path, a combination of such paths,
etc.
Interactive television applications other
than program guide applications may use service
providers such as service provider 50. For example, a
home shopping service may be supported by a service
provider such as service provider 50 that has sales
representatives, order fulfillment facilities, account
maintenance facilities, and other equipment for
supporting interactive home shopping features. A home
shopping application that is implemented using the user
equipment may be used to access the service provider to
provide these features to the user. The user equipment
may access service provider 50 via television
distribution facility 14 and communications path 52 or
via communications network 34 and communications path
54. Communications paths such as paths 52 and 54 may
be any suitable paths, such as wired paths, cable
paths, fiber-optic paths, satellite paths, a
combination of such paths, etc.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 10 -
Another example of an interactive television
application is a home banking application. A home
banking service may be supported using personnel at
facilities such as service provider 50. An interactive
home banking application that is implemented using the
user equipment may access the home banking service via
television distribution facility 14 and communications
path 52 or via communications network 34 and
communications path 54.
The interactive television program guide
application, the home banking application, and the home
shopping application are only a few illustrative
examples of the types of interactive television
applications that may be supported by system 10. Other
suitable applications that may be supported include
video-on-demand, news services, Internet services,
interactive wagering services (e.g., for wagering on
horse races and the like), communications services
(e. g., e-mail, chat, etc.), and any other suitable
interactive applications.
These applications may be implemented locally
on the user equipment. The applications may also be
implemented using a client-server architecture in which
the user equipment serves as a client processor and a
server such as server 56 at television distribution
facility 14 or other suitable location acts as a server
processor. Other distributed architectures may also be
used if desired. Regardless of the particular
arrangement used to implement interactive television
features related to program guides, home shopping, home
banking, video-on-demand, Internet, communications,
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 11 -
etc., the software that supports these features may be
referred to as an application.
Illustrative user television equipment 20
that is based on a set-top box arrangement is shown in
FIG. 2. Input/output 58 may be connected to
communications paths such as paths 2.7 and 46.
Television programming and other information may be
received using input/output 58. Commands and requests
and other information from the user may also be
transmitted over input/output 58.
Set-top box 60 may be any suitable analog or
digital set-top box. Set-top box 60 may contain an
analog tuner for tuning to a desired analog television
channel. Set-top box 60 may also contain digital
decoding circuitry for receiving digital television
channels. Both analog and digital channels may be
handled together if desired. Set-top box 60 may also
contain a processor (e.g., a microcontroller or
microprocessor or the like) that is used to execute
software applications. Set-top box 60 may contain
memory such as random-access memory for use when
executing applications. Nonvolatile memory may also be
used (e. g., to launch a boot-up routine and other
instructions). Hard disk storage may be used to back
up data and to otherwise support larger databases than
may be supported using random-access memory approaches.
Set-top box 60 may have infrared (IR) or
other communications circuitry for communicating with a
remote control. Set-top box 60 may also have dedicated
buttons and a front-panel display. The front-panel
display may, for example, be used to display the
current channel to which the set-top box is tuned.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 12 -
Set-top box 60 may also have communications
circuitry such as a cable modem, an integrated services
digital network (ISDN) modem, a digital subscriber line
(DSL) modem, a telephone modem, etc. for communications
with other equipment. Such communications may involve
the Internet or any other suitable communications
networks or paths.
An optional videocassette recorder 62 or
other suitable recording device may be connected to
set-top box 60. This allows videos from set-top box 60
to be recorded. For example, if set-top box 60 is
tuned to a given television channel, the video signal
for that television channel may be passed to
videocassette recorder 62 for recording on a
videocassette. If desired, videocassette recorder
functions such as start, stop, record, etc. may be
controlled by set-top box 60. For example, set-top box
60 may control videocassette recorder 62 using infrared
commands directed toward the remote control inputs of
videocassette recorder 62.
The output of videocassette recorder 62 may
be provided to television 64 for display to the user.
If videocassette recorder 62 is not being used, the
video signals from set-top box 58 may be provided
directly to television 64. If desired, any suitable
monitor may be used to display the video.
Another illustrative arrangement for user
television equipment 20 is shown in FIG. 3. In the
example of FIG. 3, user television equipment 20
includes a digital video recorder 66 and a television
68. Input/output 70 may be connected to communications
paths such as paths 27 and 46. Television programming
CA 02387658 2002-04-15
WO 01/33858 PCT/L1S00/29742
- 13 -
and other information may be received using
input/output 70. Commands and requests and other
information from the user may be transmitted over
input/output 70.
Digital video recorder 66 may be similar to a
standard set-top box, except that a hard disk or other
suitable storage medium may be used for video storage
in lieu of videocassettes. The hard disk may be
internal to digital video recorder 66.
Digital video recorder 66 may contain an
analog tuner for tuning to a desired analog television
channel. Digital video recorder 66 may also contain an
encoder (e. g., an MPEG encoder) for converting analog
television programming or the like into digital signals
for storage. Digital video recorder 66 may contain
digital decoding circuitry for receiving digital
television channels. If desired, digital video
recorder 66 may contain circuitry for handling both
analog and digital channels. Digital video recorder 66
also contains a processor (e.g., a microcontroller or
microprocessor or the like) that is used to execute
software applications. Digital video recorder 66 may
contain memory such as random-access memory for use
when executing applications. Nonvolatile memory may
also be used to store a boot-up routine or other
instructions. The hard disk and other storage in
digital video recorder 66 may be used to support
databases (e. g., program guide databases or interactive
television application databases).
Digital video recorder 66 may have IR
communications circuitry or other suitable
communications circuitry for communicating with a
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 14 -
remote control. Digital video recorder 66 may also
have dedicated buttons and a front-panel display. The
front-panel display may, for example, be used to
display the current channel to which the digital video
recorder is tuned.
Digital video recorder 66 may also have
communications circuitry such as a cable modem, an
integrated services digital network (ISDN) modem, a
digital subscriber line (DSL) modem, a telephone modem,
etc. for communications with other equipment. Such
communications may involve the Internet or any other
suitable communications networks or paths.
Television programming may be recorded on the
hard disk of digital video recorder 66. Digital video
recorder 66 may record new video while previously
recorded video is being played back on television 68.
This allows users to press a pause button during normal
television viewing. When the pause button is pressed,
the current television program is stored on the hard
disk of digital video recorder 66. When the user
presses play, the recorded video may be played back.
This arrangement allows the user to seamlessly pause
and resume television viewing.
The set-top box arrangement of FIG. 2 and the
digital video recorder set-top box arrangement of FIG.
3 are merely illustrative. Other arrangements may be
used if desired. For example, user television
equipment may be based on a WebTV box, a personal
computer television (PC/TV), or any other suitable
television equipment arrangement. If desired, the
functions of components such as set-top box 60, digital
video recorder 66, a WebTV box, or PC/TV or the like
CA 02387658 2002-04-15
WO 01/33858 PCT/LTS00/29742
- 15 -
may be integrated into a televison or personal computer
or other suitable device. Other suitable devices may
include arrangements not based on user television
equipment. For example, user equipment may be based on
a WAP enabled phone, a palm device (e. g., a palm
pilot), or eBooks device or the like.
An illustrative remote control 72 for
operating user television equipment 20 is shown in FIG.
4. Remote control 72 may have keys 74 such as channel
up and down keys, a power on/off key, numeric keys, a
favorites key (e. g., for setting favorites in a program
guide application or other interactive television
application), an info key (for requesting that
additional information on a selection be displayed),
etc. Arrow keys 76 may be used to position an on-
screen cursor or highlight region on options of
interest. Highlighted options may be selected using OK
key 78. Menu key 80 may be used to direct an
interactive television application (e. g., a program
guide application, a nav shell application, or any
other suitable application) to display a menu of
available options.
Help key 82 may be used to invoke help
functions such as live customer service, access to a
help database, etc.
Illustrative user computer equipment 22 is
shown in FIG. 5. In the arrangement of FIG. 5,
personal computer 84 may be controlled by the user
using keyboard 86 or other suitable user input device,
such as a trackball, mouse, touch pad, touch screen,
voice recognition system, etc. Television programming
and interactive television application content may be
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 16 -
displayed on monitor 88. Television programming and
other information may be received from paths 28 and 48
(FIG. 1) using input/output 90. The user may also send
commands and other information to remote services over
input/output line 90.
Personal computer unit 84 may contain a
television tuner card for decoding analog and digital
television channels. The television tuner card may
contain an analog tuner for tuning to a given analog
channel and digital decoding circuitry for filtering
out a desired digital channel from a packetized digital
data stream.
The user computer equipment arrangement of
FIG. 5 is merely illustrative. Any suitable computer
equipment arrangement may be used if desired.
Moreover, the user television equipment and
user computer equipment arrangements described above
are merely illustrative. A more generalized embodiment
of illustrative user equipment is shown in FIG. 6.
As shown in FIG. 6, control circuitry 92 is
connected to input/output 94. Input/output 94 may be
connected to communications paths such as paths 26, 27,
28, 42, 46, and 48 of FIG. 1. Television programming
may be received via input/output 94 (e. g., from
programming sources 12 and television distribution
facility 14). Program schedule information for an
interactive television program guide may also be
received via input/output 94. Input/output 94 may also
be used to receive information for other interactive
television applications. The user may use control
circuitry 92 to send commands, requests, and other
suitable information using input/output 94.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 17 -
Control circuitry 94 may be based on any
suitable processor such as a microprocessor,
microcontroller, etc. Memory or other suitable storage
devices may be provided as part of control circuitry
94.
Television programming and on-screen options
and information may be displayed on display 100.
Display 100 may be a monitor, a television, or any
other suitable equipment for displaying visual images.
Speakers 102 may be provided as part of a television or
may be stand-alone units. The audio component of
videos displayed on display 100 may be played through
speakers 102.
A user may control the control circuitry
using user input interface 96. The user input
interface may be any sL:itable user interface, such as a
mouse, trackball, keypad, keyboard, touch screen, touch
pad, or any other suitable user input interface. A
microphone 98 and video camera 104 may be used to
supply audio and video information to control circuitry
92.
A user of user equipment 18 (e.g., a user of
user television equipment or a user of user computer
equipment, or a user of any other suitable user
equipment device) may invoke an interactive television
menu by pressing menu button 80 (FIG. 4). An
illustrative interactive television menu 106 is shown
in FIG. 7. Remote control 72 (FIG. 4) may be used to
position highlight region 108 on top of options 110,
112, 114, 116, and 118. If the user selects option
110, a screen of program listings may be displayed.
Option 112 may be used to invoke a home shopping
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 18 -
application. Option 114 may be selected to display
options related to video-on-demand services. If the
user selects option 116, the user may be presented with
an opportunity to access home banking functions.
Selecting Internet option 118 may launch a web browser
or the like.
The user may navigate to help option 120
using arrow keys 76 (FIG. 4). When help option 120 is
selected, the user may be presented with on-line help,
access to a help database, live help from customer
service representatives, etc.
An illustrative program guide screen 122 that
may be displayed for the user is shown in FIG. 8.
Program guide screen 122 may be displayed, for example,
when the user selects program listings option 108 (FIG.
7). Program guide screen 122 may contain a grid or
list of program listings 124. Program listings 124 may
include program titles, channel, scheduled broadcast
times, and any other suitable program schedule
information. Advertisements may be displayed if
desired.
A highlight region such as highlight region
126 may be used to select a desired program listing.
If the user presses an OK key when a program listing
for a current program is highlighted, the program guide
may tune to the channel for that program. If the user
presses an OK key when a program listing for a future
program is highlighted, the program guide may provide
the user with an opportunity to set a reminder for that
program. Other functions that the program guide may
provide include the ability to set favorites (e. g.,
favorite programs, favorite channels, etc.), the
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 19 -
ability to establish parental control settings, the
ability to search for programming of interest, and the
ability to view program descriptions, advertisements,
text, graphics, audio, and video, etc. These are
merely illustrative examples of program guide functions
that may be provided by an interactive television
program application. Any other suitable program guide
functions may be provided if desired. The program
guide may be invoked from an option such as option 110
of FIG. 7, by pressing a dedicated guide button on a
remote control, by selecting any other suitable button
or on-screen option, etc.
The user may position highlight region 126 on
help option 128 using remote control keys 76. If the
user presses OK while help option 128 is highlighted,
the user may be presented with help information such as
interactive help information involving a live customer
service representative, etc. Help options such as help
option 128 may be provided on any suitable program
guide screen. When the user selects a help option from
a program guide screen or when the user presses a help
button when the user is in the program guide
application, the help that is provided may
automatically be related to program guides.
Selecting a help button or option when the
user is using another interactive television
application may cause help to be displayed that is
related to that interactive television application.
For example, if the user selects a help option when the
user is using a home banking application, help related
to the home banking service may be provided. The user
may be provided with text, graphics, and video related
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 20 -
to home banking and may be provided with an opportunity
to interact with a live customer service representative
at the service provider facility of the home banking
service.
Program guide applications and home banking
applications are merely illustrative examples of
suitable interactive television applications for which
help may be provided. Other suitable applications
include home shopping, video-on-demand, news services,
Internet services, interactive wagering services (e. g.,
for wagering on horse races and the like),
communications services (e. g., e-mail, chat, etc.),
etc.
When the user invokes help when using an
interactive television application (e. g., by selecting
option 120, option 128, or button 82), a screen such as
screen 130 of FIG. 9 may be displayed. Highlight
region 132 may be positioned on top of an option such
as option 134. Option 134 may provide the user with an
opportunity to access answers to commonly asked
questions. Option 136 may provide the user with an
opportunity to invoke an e-mail application and send e-
mail to a service provider associated with the
interactive television application. Search index
option 138 may be used to provide the user with an
opportunity to search the help index of a help database
for an item of interest. Option 140 may be used to
connect the user to a customer service representative.
If the user selects option 134 of FIG. 9, the
user may be presented with a screen such as screen 142
of FIG. 10. As shown in the upper half of FIG. 10,
screen 142 may initially include a title 144 (e. g.,
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 21 -
"answers to common questions") and a text region 146 in
which the questions are displayed and in which the
answers are displayed or links to the answers are
displayed. Some of the text may be noninteractive text
on common questions and their corresponding answers.
If desired, some of the text may be selectable or may
be placed adjacent to selectable icons or other such
options 148.
If the user makes a selection of an option
148, the user may be presented with answers in audio
form or may be presented with a screen such as the
screen shown in the lower portion of FIG. 10. Such as
screen may include, for example, a video clip on a
common problem that is displayed in video clip region
150. Such a screen may also include an information
region such as information region 152, which may
include help text, graphics, and video. The help
information displayed in regions 150 and 152 and the
help information text displayed in region 146 may be
related to the interactive television application that
was active or otherwise being used or selected by the
user when the help function was invoked.
An illustrative screen that may be presented
to the user when the user selects "send e-mail to us"
option 136 of FIG. 9, is shown in FIG. 11. Screen 154
may have an address line such as address line 156 that
is preaddressed to the appropriate customer service e-
mail address. Screen 154 may also have a subject line
such as subject line 158 that the user may fill in to
specify the subject of the message. The user may enter
the body of the e-mail message in region 160. When the
user has finished addressing and composing the desired
CA 02387658 2002-04-15
WO 01/33858 PCT/L1S00/29742
- 22 -
e-mail message, the user may select send option 162 to
send the e-mail to the appropriate service
representative.
Screens may be presented to the user that
allow the user to create e-mail messages. Such screens
may include a form to be filled in by the user. The
form may include selectable options and regions into
which the user may enter information. The interactive
television application may automatically attach
information to the e-mail messages. The attached
information may include information regarding the user,
the user's equipment, the interactive television
application, the user's current environment, and
relevant information from the interactive television
application such as error messages, etc.
Screens such as screen 11 that involve the
entry of text by the user may be completed by the user
using a personal computer or other computer equipment
that has a keyboard. User television equipment with a
wireless keyboard may also be used. If desired, user
equipment may be used that does not have a separate
keyboard. With such arrangements, text may be entered
using an on-screen keyboard in which the user selects
letters by highlighting each desired letter from a list
of all of the letters of the alphabet and pressing the
OK key. Text may also be entered using remote control
keys such as remote control keys 76 to cycle through
the letters of the alphabet one at a time.
An arrangement such as this is shown in FIG.
12. Screen 164 of FIG. 12 may be displayed when, for
example, the user selects option 138 of FIG. 9.
Character cells 166 may be provided in which the user
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 23 -
can select the desired letters for a search string. In
the example of FIG. 12, the user has already selected
the letter "B" in the first cell and is in the process
of selecting the desired letter for the second cell.
Arrows 168 indicate that the user may use up and down
arrows to cycle through the letters of the alphabet to
select a given letter. Arrows 168 also indicate the
left remote control arrow key may be used to move back
to the first cell and that the right remote control
arrow key may be used to advance to the next cell.
Audio may be presented to the user and text
170, graphics 172, and video 174 may be displayed in
help information region 176 when an entry in a help
database is located that matches the search string
entered in cells 166. If desired, the user may first
be presented with a list of matches from which the user
may select a desired help topic before being presented
with appropriate help information. The help database
may be maintained locally (e.g., on user equipment 18)
or may be maintained remotely (e.g., on server 56 or
other suitable server that may be accessed by user
equipment 18). If desired, the information in help
region l76 may be displayed immediately as each letter
is entered. As each additional letter is added, the
information in region 176 is updated to reflect the
current string. Alternatively, the information in help
region 176 may be updated when the user presses an OK
key or the like after having entered a desired search
string in cells 166.
The audio that is presented may describe how
a user may use particular features of the interactive
television application. Text 170 may be a written
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 24 -
description of how to use a given interactive
television application feature. Graphics 172 may
contain a diagram showing which buttons to push or what
order certain buttons should be pushed in to perform
the given feature. Video 174 may contain a video clip
showing how to use the given feature.
If the user selects option 140, the user may
be presented with a screen such as screen 178 of FIG.
13. Screen 178 may contain a live video 180 of a
customer service representative. The customer service
representative may be located at service provider 50,
television distribution facility 14, server 36, or any
other suitable location. The video of the customer
service representative may be provided to the user
equipment in real time over the communications paths of
FIG. 1.
While the video 180 of the customer service
representative is being displayed, the user may ask the
customer service representative a question. For
example, the user may speak into microphone 98 (FIG. 6)
to ask the question. The user may also type a question
into interactive text region (e. g., using a keyboard).
If desired, the customer service representative may
respond by typing a message that is presented in region
182. Video camera 104 (FIG. 6) may be used to transmit
a video of the user to the customer service
representative. In this way, the user may use user
equipment 18 to make a video call with the customer
service representative.
These features enhance the ability of a
service provider to provide timely customer service to
the user. If desired, any of these approaches for
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 25 -
interacting with a live customer service representative
may be used alone or in combination. As an example,
the user may interact with the customer service
representative using audio only, may interact with the
customer service representative using audio and video
and text, or may interact with the customer service
representative using text only, etc. Moreover, the
user may ask questions using one format (e. g., text
only or audio) whereas the customer service
representative may respond using another format (e. g.,
video, audio and video, or audio only).
Illustrative steps involved in providing help
to the user are shown in FIG. 14. At step 184, the
user may be provided with an opportunity to use a
remote control or an on-screen option to request
customer service or help. At step 186, after the user
has requested assistance, the user may be provided with
help. Help may be provided as text, graphics, audio,
video, or any suitable combination of such media. Help
may involve selecting from answers to commonly asked
questions. Help may also involve interacting with a
live customer service representative in real time.
When the user requests help, the user equipment may
automatically establish a live communications link with
the customer service representative. The user may
interact with the live customer service representative
using audio, interactive text, or audio and video. A
combination of these approaches may be used. Moreover,
the user may use one approach (e.g., text) whereas the
customer service representative may use another
approach (e.g., video). Any suitable protocols may be
used to send the text, audio, and video between the
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 26 -
user and the customer service representative. For
example, text, graphics, audio, and video information
may be sent over the Internet. Videoconferencing
protocols may be used to handle video traffic and the
like, etc.
Illustrative steps involved in providing
remote control help to the user are shown in FIG. 15.
Remote control access to the user equipment may be
provided when the user requests help 188 from the
customer service representative when using an
interactive television application. The user equipment
may include television equipment, computer equipment, a
personal computer or any other suitable user equipment
device. At step 190, the user may request help using
text, video, audio or a.ny suitable combination of such
media. The user input interface for requesting help
may be any suitable user interface, such as a mouse,
trackball, keypad, keyboard, touch screen, touch pad,
etc. A microphone and video camera may be used to
supply audio and video information. At step 192, the
customer service representative may directly and
remotely control the user equipment in real time to
provide help for the interactive television application
such as an interactive television program guide or any
other suitable application.
With remote control access, the customer
service representative can access information quickly
and easily by providing troubleshooting and help
support anywhere from remote connections and operate as
if the customer service representative is present at
the user location. The customer service representative
can remotely access data and control applications
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 27 -
located at the user equipment, walk the user through a
new application set-up and configuration, quickly
synchronize applications between user equipment and
customer service representative equipment or systems.
The customer service representative can also identify
and resolve user problems. This feature enhances the
ability of the customer service representative to
provide timely customer service because the customer
service representative may monitor and change the
status of the interactive television application while
interacting with the customer using interactive text,
graphics, audio or video over the communication paths
of FIG. 1.
In addition, the user may interact with the
live customer service representative for product
information or to purchase merchandise (e.g., an
advertised product) when the user is using an
interactive television application on the user
equipment. An arrangement such as this is shown in
FIG. 16. For example, a customer service
representative such as a sales representative may help
the user purchase products 194 and/or 196 using the
home shopping application when the help option 198 is
selected from a purchase form on the screen. The home
shopping service may be supported by the service
provider 50 that has a sales representative, order
fulfillment facilities, account maintenance facilities
and other equipment for supporting interactive home
shopping features. The sales representative may obtain
the method of payment information directly from the
user using audio or audio and video. A video of the
sales representative may be provided to the user
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 28 -
equipment in real time over the communications paths of
FIG. 1. The user may also have an account at the
service provider 50 or the television distribution
facility which is debited by selecting payment option
200 on the screen or the user may enter credit card
information in boxes 202 and 204 designated for the
credit card number and expiration date, respectively.
The sales representative may also remotely fill in the
on-screen purchase form using the method described with
respect to FIG. 15.
Other applications where the user may be
provided with interactive help from a customer service
representative include home banking, video-on-demand,
Internet services, interactive wagering services, and
any other suitable interactive applications. The user
and the customer service representative may interact
with each other using audio, video, text, graphics or
any other suitable media. The user input interface for
requesting help may be any suitable user interface,
such as a mouse, trackball, keypad, keyboard, touch
screen, touch pad, etc. A microphone and video camera
may be used to supply audio and video information. The
user equipment may include television equipment,
computer equipment, a personal computer or any other
suitable user equipment device.
If desired, the customer and the customer
service representative may interact using e-mail. The
user may, for example, use an e-mail application that
is implemented on the user's equipment to communicate
with the e-mail application of the customer service
representative at the customer service representative's
location. If desired, the e-mail application used by
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 29 -
the user may be hidden from the user. With this
approach, the user need only select from on-screen
options or the like in the interactive television
application to communicate with the customer service
representative. E-mail messages or other messages from
the customer service representative may contain
attachrnents such as video clips, audio, text, or
graphics. Some attachments may be sent directly to the
interactive television application without alerting the
user. Such attachments may include code patches,
configuration file updates, etc.
The user may use user equipment 18 to
transmit questions to a customer service representative
at service provider 50 using communications path 42,
communications network 34, and path 54. The user may
also transmit questions to a customer service
representative at service provider 50 using path 26,
television distribution facility 14, and path 52.
Information from the customer service representative at
service provider 50 may be provided to the user
equipment using the same paths. If the customer
service representative is located at server 36 or
server 56, the user equipment may communicate with the
customer service representative using the paths in FIG.
1 that link those entities.
The user and the customer service
representative may also interact using an instant
messaging application which is implemented on the user
equipment. The user equipment may include television
equipment, computer equipment, a personal computer or
any other suitable user equipment device. With this
approach, the customer may view the online status of
CA 02387658 2002-04-15
WO 01/33858 PCT/LTS00/29742
- 30 -
the customer service representative and communicate
instantly when an instant message in the form of pop-up
text appears on the user equipment. Unlike email, the
instant message may appear as soon as the user or the
customer service representative sends the instant
message.
An illustrative screen that may be presented
to the user to correspond with the customer service
representative when the instant messaging application
is activated is shown in FIG. 17. A screen may be
presented to the user which includes an address line
206 that is pre-addressed to the appropriate customer
service representative. The screen may have a subject
line 208 that the user may fill in to specify the
subject of the message. Such screen may include
interactive text regions to enter information regarding
the help being requested from the customer service
representative, as shown in region 210. The
interactive television application may automatically
attach relevant information regarding the user, the
user equipment, the interactive television application
or an error message.
A single screen may also be presented to the
user to correspond with the customer service
representative when using the instant messaging
application. The single screen may include a message
from the user to the customer service representative
and a message from the customer service representative
to the user. The screen format may include two text
boxes on one screen, or a single text box with the
messages from the user and the customer service
representative intermixed.
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 31 -
A second interactive text region 212 may
appear instantly on the user screen when the customer
service representative is responding to a request for
help. The region may not remain on the screen but only
pops up when the customer service representative
responds (i.e., for example, the region may appear on a
program guide screen 214 being viewed by the user).
Communication between the user and customer service
representative during real time is more efficient and
effective because the user may know when the customer
service representative is in the process of responding
to the help assistance requested by the customer.
The instant messaging application may also
designate special sounds to alert the user when the
customer service representative is responding. With
this feature, the user can try to avoid missing an
opportunity to interact with the customer service
representative.
Instant messages from the customer service
representative may contain attachments such as video
clips, audio, text, and graphics. The user input
interface for requesting help may be any suitable user
interface, such as a mouse, trackball, keypad,
keyboard, touch screen, touch pad, etc. A microphone
and video camera may be used to supply audio and video
information.
The user may use other suitable devices which
include arrangements not based on user television
equipment to contact the customer service
representative. Using other devices may be desired
when the user television equipment is not operating and
the user is unable to access interactive television
CA 02387658 2002-04-15
WO 01/33858 PCT/US00/29742
- 32 -
applications. For example, user equipment may be based
on a WAP enabled phone, a palm device (i.e., a palm
pilot), or eBooks device or the like. If the user is
using a WAP enabled phone, palm device or eBooks device
the user may have an opportunity to contact the
customer service representative for help. Also, the
user may access an interactive television application
such as the interactive television program guide
application. Other suitable interactive television
applications such as home banking application, the home
shopping application, the news services, the Internet,
etc. may also be accessed using the user equipment.
The user equipment may be portable which allows the
user to request help from the customer service
representative from any location.
The foregoing is merely illustrative of the
principles of this invention and various modifications
can be made by those skilled in the art without
departing from the scope and spirit of the invention.
