Method for intelligent and automated transmission of local context in converged signaling

Abstract

Methods and systems are provided for associating contextual data with communication sessions, in particular in technical help desk scenarios. A context logger service running on a central server or on an individual computing device is used to create a log of application specific, often ephemeral, contextual data for a plurality of applications running one or more systems that are in communication with the context logger service across one or more networks. When a communication session between an initiating entity and a receiving entity to request assistance regarding a subject application running on one of the systems is initiated, and if the communication session is deemed to be a candidate for the automatic association of such context data, at least a portion of the application specific contextual data contained in the log is associated with the communication session and delivered to the receiving entity. The receiving entity uses the associated application specific contextual data to provide the requested assistance, or otherwise improve the operations at the receiving entity.

Description

FIELD OF THE INVENTION [0001] The present invention is directed to the field of computer networks. More specifically, the present invention is directed to automated computer support services and in particular session initiation protocol help sessions. BACKGROUND OF THE INVENTION [0002] Enterprises handle a large volume of phone calls from clients or customers, both external and internal. To facilitate the processing of this large volume of phone calls, many businesses utilize technologies such as call centers and automated call routing equipment. In general, each call center contains the equipment and personnel necessary to manage and to process a large volume of inbound or outbound calls. Inbound call centers provide support for incoming sales and for customer service requests, including technical assistance related to hardware and software problems encountered by the customer on their computing platform. [0003] The problems associated with call routing inbound calls increase as th...

AI Technical Summary

Benefits of technology

[0009] The present invention is directed to systems and methods that automatically transport the contextual history of a computer application or a history of recent tasks executed by a user to a help desk at the time a call is initiated to the help desk. This contextual history is transferred either for all outgoing calls or for calls to specially designated help numbers or more generally to specially designated identifiersor for all outgoing calls specifying a general attribute-based criterion, e.g. marked with a designated bit. The contextual history can be used for both intelligent handling and routing of the call, e.g. call to role or route based upon expertise, as well as for making the help desk personnel more efficient by providing the appropriate data and history of related actions that are required to diagnose and solve the technical problem.

[0011] The relevant data are retrieved from the log and delivered to the receiving entity, for example by appending the data to a session initiation protocol signaling message in an extensible markup language document. The help desk person can view the data, and the data are used to provide the technical assistance that has been requested by the initiating entity. Non-relevant information or information that has not been used or accessed recently is not read from the log, nor delivered to the receiving entity. In addition, the log may expunge or delete records in accordance with pre-defined parameters to keep the data in the log relevant and timely.

Problems solved by technology

The problems associated with call routing inbound calls increase as the customer service functions are divided and distributed among an increasing number of departments and representatives.

These systems, however, do not eliminate the need to progress through various menus levels.

In addition, voice recognition systems provide additional problems, including an inability to understand all spoken responses.

With these limitations, ACD's can create a customer service interface that is slow and frustrating and that produces a negative response in customers, which is not a desired reaction for purposes of customer service.

In many instances, such context information, especially related to recent actions, may pinpoint the likely cause of the error or configuration problem.

The process of transcribing, however, is time consuming and relies on the support personnel to provide a full and adequate transcription of the information that is provided by the customer.

Moreover, in many instances, the customer is not completely aware of the recent context of the specific application, e.g., the customer many not remember accessing a particular website or downloading a music file three days ago, and would thus be unable to provide a complete and accurate picture of the recent activity on that computer or with that application.

The information that is provided by the customer may ultimately be superfluous.

Images