Facilitating context delivery during communication sessions

Patent metadata

Field	Value
Publication number	US-9667792-B2
Application number	US-201615191605-A
Country	US
Kind code	B2
Filing date	Jun 24, 2016
Priority date	Nov 30, 2010
Publication date	May 30, 2017
Grant date	May 30, 2017

Abstract

An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.

First claim

What is claimed is:

1. A method implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to:
receive, at a computing system remote from a user device, a subscribe message from a call center requesting information for a communication session between the user device and an application server;
receive a request from the user device for at least one service at the application server;
render the at least one service to the user device through the communication session;
receive a message from the user device requesting a call with a service provider; and
send a presence document to the service provider when the call is setup between the user device and the service provider, the service provider rendering the information of the communication session for viewing by the service provider, wherein the rendering is a replica of the at least one service rendered to the user device.

2. The method of claim 1 , wherein the at least one service comprises a provision of a web site of the service provider.

3. The method of claim 1 , wherein the information of the communication session comprises at least one of:
a HyperText Markup Language (HTML) content of at least one web page a user views;
a media content of the web page the user views;
personal user data;
user device data; and
user authorization data.

4. The method of claim 1 , wherein the programming instructions are further operable to cache the information of the communication session.

5. The method of claim 4 , wherein programming instructions are further operable to:
at least one of build and update the presence document comprising references to all of the cached information throughout a duration of the communication session; and
send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

6. The method of claim 1 , wherein the programming instructions are further operable to:
at least one of build and update the presence document comprising all of the information throughout a duration of the communication session; and
send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

7. The method of claim 1 , wherein the service provider comprises a call center Interactive Voice Response Unit (IVRU).

8. The method of claim 1 , wherein the programming instructions are further operable to:
flag a user of the user device as a special user; and
at least one of:
alert the service provider of the special user; and
route a call between the special user and the service provider to a queue of a specialized service provider agent.

9. The method of claim 1 , wherein the presence document includes HTML content of each web page a customer views during the communication session.

10. The method of claim 1 , wherein the replica of the at least one service rendered to the user device includes an exact replica of the user device's communication session with a web site.

11. A method implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to:
receive a first Session Initiation Protocol (SIP) notify message from an application server, the SIP notify message comprising references to cached context of a communication session between a user device and the application server;
receive a second SIP notify message from the application server, the second SIP notify message comprising a request to initiate a call between the user device and a call center; and
send a SIP publish message to the call center, the SIP publish message comprising a presence document, the call center rendering the cached context of the communication session for viewing by a call center agent.

12. The method of claim 11 , wherein the programming instructions are further operable to send the SIP publish message to the call center when a call is setup between the user device and the call center.

13. The method of claim 11 , wherein the programming instructions are further operable to send a SIP subscribe message to the application server to be informed of communication session information between the user device and the application server.

14. The method of claim 13 , wherein the programming instructions are further operable to request only the communication session information for customers flagged as special customers, for customers flagged as high-value customers, or for customers participating in a hot-item shopping session.

15. The method of claim 11 , wherein the presence document includes HTML content of each web page a customer views during the communication session.

16. The method of claim 11 , wherein the presence document includes all of the collected information throughout a duration of the communication session.

Assignees

• IBM

Inventors

• Fiedorowicz Erik
• Ramanathan Sri
• Terry Matthew A
• Trevathan Matthew B

Classifications

• H04M3/543

  Call deflection · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• H04M3/58

  Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party (substation line holding circuits H04M1/80) · CPC title

• H04L12/1818 Primary

  Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties · CPC title

• H04M3/493

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title