Multi-modal/multi-channel application tool architecture

Patent metadata

Field	Value
Publication number	US-9069450-B2
Application number	US-201414196212-A
Country	US
Kind code	B2
Filing date	Mar 4, 2014
Priority date	Oct 21, 2008
Publication date	Jun 30, 2015
Grant date	Jun 30, 2015

Abstract

A computer with a processor and a memory is used to set instructions for both a first component of a service and a second component of the service. The instructions include a flow of dialogs to present to requesters of the service to obtain information. Each instruction includes a dialog to present to the requesters of the service to obtain information. The first component of the service is provided via a first user interface over a first communication channel using a first communication mode. The second component of the service is provided via a second user interface over a second communication channel using a second communication mode. The first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.

First claim

What is claimed is:

1. A method for providing a communication service, comprising:
setting, using a computer with a processor and a memory, instructions for both a first component of a service and a second component of the service, the instructions setting a flow of dialogs to present to requesters of the service to obtain information, each dialog being presented to the requesters of the service to obtain information;
providing, using the flow of dialogs set by the instructions, the first component of the service via a first user interface over a first communication channel using a first communication mode;
providing, using the flow of dialogs set by the instructions, the second component of the service via a second user interface over a second communication channel using a second communication mode,
wherein the first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.

2. The method according to claim 1 ,
wherein the first component and second component are implemented using different communication standards.

3. The method according to claim 1 ,
wherein the first component and second component are implemented using different communication protocols.

4. The method according to claim 1 ,
wherein the first component and second component are implemented using different programming languages.

5. The method according to claim 1 ,
wherein the first user interface is provided in accordance with a first user interface specification, and
wherein the second user interface is provided in accordance with a second user interface specification.

6. The method according to claim 1 ,
wherein a first user interface template used to generate the first user interface and a second user interface template used to generate the second user interface are stored and accessed separate from a rules engine used to manage transitions for and between the first component and the second component of the service, and
wherein the first component of the service and the second component of the service are integrated in accordance with a single script of instructions for agents to follow.

7. The method according to claim 6 , further comprising:
determining, using the rules engine, the flow of dialogs set by the instructions; and
providing the first component of the service and the second component of the service using the flow of dialogs.

8. The method according to claim 6 , further comprising:
determining, using the rules engine, an application flow which includes providing the first component of the service and the second component of the service using the flow of dialogs.

9. The method according to claim 6 ,
wherein a set of predefined variables are used to provide the first component of the service and the second component of the service in accordance with rules of the rules engine.

10. The method according to claim 9 ,
wherein providing the first component of the service and providing the second component of the service vary in accordance with the predefined variables.

11. The method according to claim 6 , further comprising:
storing the first user interface template and the second user interface template in a content repository.

12. The method according to claim 5 , further comprising:
integrating rules of the first user interface specification and rules of the second user interface specification with an application flow which includes providing the first component of the service and the second component of the service using the flow of dialogs.

13. The method according to claim 5 , further comprising:
converting an application flow which includes providing the first component of the service using the flow of dialogs into rules of the first user interface specification;
updating the rules of the first user interface specification; and
converting the updated rules of the first user interface specification back to the application flow which includes providing the first component of the service using the flow of dialogs.

14. The method according to claim 1 ,
wherein the first component is arranged by a first tool and the second component is arranged by a second tool distinct from the first tool.

15. A method of providing a communication service, comprising:
setting, using a computer with a processor and a memory, instructions for both a first component of a service and a second component of the service, the instructions setting a flow of dialogs to present to requesters of the service to obtain information, and each dialog being presented to the requesters of the service to obtain information;
providing, using the flow of dialogs set by the instructions, the first component of the service via a first user interface over a first communication channel using a first communication mode;
providing, using the flow of dialogs set by the instructions, the second component of the service via a second user interface over a second communication channel using a second communication mode,
wherein the first component of the service and the second component of the service are provided in accordance with rules of stored user interface specifications used to manage transitions for and between the first component of the service and the second component of the service.

16. The method according to claim 15 ,
wherein the transitions from the first component of the service to the second component of the service are based on interaction with a requester of the service.

17. The method according to claim 15 ,
wherein the first component of the service and the second component of the service are provided continuously in a single session.

18. The method according to claim 15 ,
wherein an application flow manager manages the service transition from the first component of the service to the second component of the service.

19. The method according to claim 15 ,
wherein an application flow manager manages the transition from the first component of the service to the second component of the service using transition rules that selectively determine which of a plurality of components of the service to provide as the second component of the service.

20. An apparatus for providing a communication service, the apparatus comprising:
a memory that stores instructions, and
a processor that executes the instructions, wherein, when executed, the instructions cause the apparatus to perforin acts comprising:
setting instructions for both a first component of a service and a second component of the service, the instructions setting a flow of dialogs to present to requesters of the service to obtain information, and each dialog being presented to the requesters of the service to obtain information;
providing, using the flow of dialogs set by the instructions, the first component of the service via a first user interface over a first communication channel using a first communication mode;
providing, using the flow of dialogs set by the instructions, the second component of the service via a second user interface over a second communication channel using a second communication mode,
wherein the first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.

Assignees

• At & T Ip I Lp
• At & T Ip I Lp

Inventors

• Samokar Robert
• Thomas Jayant
• Pisle Stan
• Tadlock John

Classifications

• G06F3/0484 Primary

  for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range · CPC title

• H04Q3/0062 Primary

  Provisions for network management · CPC title

• H04Q2213/13109

  Initializing, personal profile · CPC title

• H04Q2213/13349

  Network management · CPC title

• H04Q2213/13175

  Graphical user interface [GUI], WWW interface, visual indication · CPC title