CN1387729A - Interactive television systems with live customer service - Google Patents

Interactive television systems with live customer service Download PDF

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Publication number
CN1387729A
CN1387729A CN 00815187 CN00815187A CN1387729A CN 1387729 A CN1387729 A CN 1387729A CN 00815187 CN00815187 CN 00815187 CN 00815187 A CN00815187 A CN 00815187A CN 1387729 A CN1387729 A CN 1387729A
Authority
CN
China
Prior art keywords
user
subscriber equipment
help
customer service
television
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
CN 00815187
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Chinese (zh)
Inventor
迈克尔·D·埃利斯
G·V·特雷兹
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
TV Guide International Inc
Original Assignee
Prevue International Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Prevue International Inc filed Critical Prevue International Inc
Publication of CN1387729A publication Critical patent/CN1387729A/en
Pending legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
    • H04N21/23—Processing of content or additional data; Elementary server operations; Server middleware
    • H04N21/24—Monitoring of processes or resources, e.g. monitoring of server load, available bandwidth, upstream requests
    • H04N21/2404—Monitoring of server processing errors or hardware failure
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/43—Processing of content or additional data, e.g. demultiplexing additional data from a digital video stream; Elementary client operations, e.g. monitoring of home network or synchronising decoder's clock; Client middleware
    • H04N21/442—Monitoring of processes or resources, e.g. detecting the failure of a recording device, monitoring the downstream bandwidth, the number of times a movie has been viewed, the storage space available from the internal hard disk
    • H04N21/4425—Monitoring of client processing errors or hardware failure
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/43—Processing of content or additional data, e.g. demultiplexing additional data from a digital video stream; Elementary client operations, e.g. monitoring of home network or synchronising decoder's clock; Client middleware
    • H04N21/443—OS processes, e.g. booting an STB, implementing a Java virtual machine in an STB or power management in an STB
    • H04N21/4432—Powering on the client, e.g. bootstrap loading using setup parameters being stored locally or received from the server
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/45—Management operations performed by the client for facilitating the reception of or the interaction with the content or administrating data related to the end-user or to the client device itself, e.g. learning user preferences for recommending movies, resolving scheduling conflicts
    • H04N21/462—Content or additional data management, e.g. creating a master electronic program guide from data received from the Internet and a Head-end, controlling the complexity of a video stream by scaling the resolution or bit-rate based on the client capabilities
    • H04N21/4622—Retrieving content or additional data from different sources, e.g. from a broadcast channel and the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
    • H04N21/4722—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content for requesting additional data associated with the content
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4782—Web browsing, e.g. WebTV
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4786—Supplemental services, e.g. displaying phone caller identification, shopping application e-mailing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4788—Supplemental services, e.g. displaying phone caller identification, shopping application communicating with other users, e.g. chatting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/80—Generation or processing of content or additional data by content creator independently of the distribution process; Content per se
    • H04N21/81—Monomedia components thereof
    • H04N21/812—Monomedia components thereof involving advertisement data
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/16—Analogue secrecy systems; Analogue subscription systems
    • H04N7/173—Analogue secrecy systems; Analogue subscription systems with two-way working, e.g. subscriber sending a programme selection signal
    • H04N7/17309—Transmission or handling of upstream communications
    • H04N7/17318—Direct or substantially direct transmission and handling of requests
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N9/00—Details of colour television systems
    • H04N9/79—Processing of colour television signals in connection with recording
    • H04N9/80—Transformation of the television signal for recording, e.g. modulation, frequency changing; Inverse transformation for playback
    • H04N9/804—Transformation of the television signal for recording, e.g. modulation, frequency changing; Inverse transformation for playback involving pulse code modulation of the colour picture signal components
    • H04N9/8042—Transformation of the television signal for recording, e.g. modulation, frequency changing; Inverse transformation for playback involving pulse code modulation of the colour picture signal components involving data reduction
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N5/00—Details of television systems
    • H04N5/76—Television signal recording
    • H04N5/78—Television signal recording using magnetic recording
    • H04N5/781—Television signal recording using magnetic recording on disks or drums

Abstract

A system is provided in which users may obtain live customer service when using an interactive television application. The system may distribute television 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 may request help by pressing a remote control help key or by selecting an on-screen option. The help that is presented may relate to the type of interactive television application that was being used when help was requested.

Description

Interactive TV system with real-time customer service
Technical field
The present invention relates to television system, more particularly, relate to the interactive TV system that a kind of user of making can obtain real-time customer service.
Background technology
Interactive TV system can be very complicated.This system has proposed challenge to the general user.For example, the user may be ignorant of how using some order.
In some used such as the interactive TV program guiding, the electronics that can obtain Pop-up text help information form helped.
The object of the present invention is to provide improved structure to be used for showing help to the user in interactive television-j o-application.
Summary of the invention
According to the present invention, a kind of system is provided, wherein the user can obtain real-time customer service when using interactive television-j o-application.Interactive television-j o-application can be that interactive TV program guiding is used, home shopping is used, video (video-on-demand) is used as required, new service is used, Internet service is used, interactive gambling service (for example lay on a horse race etc.), communication service (for example Email, chat etc.), navigation shell (for example display menu is stacked or the interface is selected from various obtainable interactive television-j o-application with assisted user), perhaps any other suitable interactive application.
This system can be distributed to the user such as tv cable system head end, satellite system or broadcast system with TV programme by television distribution facility.TV programme can be received on subscriber equipment.Subscriber equipment can be based on the user television equipment devices of set-top box for example or digital video recorder.Subscriber equipment also can be a user computer equipment.
Subscriber equipment can be with coming reception information with the used same communication path of received television program.Subscriber equipment can also come reception information (text, chart, Voice ﹠ Video) with the data path (for example the Internet paths or other this communication path) that separates.
The user can be by pushing a Long-distance Control elp button or requesting help by being chosen in screen (on-screen) option.Can on any suitable screen that provides by interactive television-j o-application, be provided at the screen option.For example, can be provided at the screen option with main menu screen, the rendition list screen, program guide information screen, home shopping screen or the like.
The interactive television-j o-application type that the help that manifests can used when requesting help is associated.For example, if just in viewed or operation or be used in background, then pushing elp button or select to help, TV programme guiding will make that at the screen option help menu that is used for the interactive TV program guiding is shown.
The help information that shows can comprise text, chart, Voice ﹠ Video.Text can be shown with the form to a series of answers of being asked a question usually.If desired, in problem list, select an inlet can show additional help information.This additional information can comprise text, chart, Voice ﹠ Video.
If desired, the user can get in touch real-time Customer Service Representative.(for example with the Long-distance Control button or at the screen option) can set up real time communication between user and Customer Service Representative when user's invoke help.The user can receive the information from the Customer Service Representative as video, chart (for example curve chart), audio frequency or text in real time.The user can make answer with text, audio frequency (for example using microphone) and video (for example using video camera).The user can also communicate with the Customer Service Representative with Email etc.
Further characteristic of the present invention, its characteristics and various advantage from accompanying drawing and below can be clearer the DETAILED DESCRIPTION OF THE PREFERRED.
Description of drawings
Fig. 1 is the schematic diagram according to exemplary interactive TV system of the present invention.
Fig. 2 is the schematic diagram according to exemplary user television equipment devices of the present invention.
Fig. 3 is the schematic diagram according to additional exemplary user television equipment devices of the present invention.
Fig. 4 is the schematic diagram according to exemplary remote controllers of the present invention.
Fig. 5 is the schematic diagram according to exemplary user computer equipment of the present invention.
Fig. 6 is the general synoptic diagram according to exemplary subscriber equipment of the present invention.
Fig. 7 represents according to exemplary menu screen of the present invention.
Fig. 8 represents according to exemplary program guide screen of the present invention.
Fig. 9 represents the exemplary help screen that can show according to of the present invention.
Figure 10 represents the exemplary screen that can be used for showing to the user common problem answers according to of the present invention.
Figure 11 represents can be used to the user that exemplary screen to client server email information chance is provided according to of the present invention.
Figure 12 represents can be used to make the exemplary screen that the user can help for search information according to of the present invention.
Figure 13 is for providing the exemplary screen that comprises video and text help information according to of the present invention can being used for to the user.
Figure 14 provides customer service help and other to help the flow chart of exemplary step that characteristic comprises for being used for according to the present invention to the user.
Embodiment
Drawn among Fig. 1 according to exemplary interactive TV system 10 of the present invention.TV programme can utilize communication path 16 to provide such as television distribution facility 14 to television distribution facility by program source 12.Program source 12 can be any suitable tv programme source, such as television production chamber etc.
Television distribution facility 14 can be cable system headend, satellite television distributing device, television broadcast device, or any other suitable is used to issue the TV Festival destination device.In system 10, have many television distribution facilities 14 usually, but in Fig. 1, only drawn one in order to avoid make accompanying drawing too complicated.
Communication path 16 can be satellite path, fiber path, cable trace, or any other the suitable communication path or the combination in this path.
Television distribution facility 14 can be connected with various user equipment (ue) devices 18.This subscriber equipment 18 can for example be arranged in user's family.Subscriber equipment 18 can comprise user television equipment devices 20 or user computer equipment 22.
Subscriber equipment can be by communication path such as communication path 26,27 and 28 TV programme or the out of Memory that receive from television distribution facility 14.Subscriber equipment can also send a signal to television distribution facility 14 by path 26,27 and 28.Path 26,27 and 28 can be that cable, free space are connected (for example broadcast singal), telephone link, satellite link etc.
Can adopt the rendition list source 30 to the user broadcast time, title, channel, audience ratings (ratings) information (for example original audience ratings and strict audience ratings) of TV programme progress information such as plan, detailed title explanation are provided, about performer's information, running time etc.
The rendition list source 30 can provide the program progress information to television distribution facility 14 by communication path 32, so that be distributed to relevant user equipment by path 26,27 and 28.Communication path 32 can be that any suitable communication path is such as satellite communication pathway, optical fiber or wired communication path etc.
User equipment (ue) device can obtain user's interest the rendition list with the program progress information such as user television equipment devices and personal computer.Can the rendition list be presented on user's the display with the application that the interactive TV program guiding is used or other is suitable.
If desired, the rendition list source 30 can be distributed to subscriber equipment 18, user television equipment devices 20 and user computer equipment 22 with the program progress information by communication path 38, communication network 34 and communication path 42,46 and 48.Communication network 34 can be any suitable communication network, such as internet, PSTN, based on the network of packets of information, paging network etc.
Can provide online program guide such as server 36 by the server that is connected to communication network 34.Server 36 can pass through the program progress information that communication path 38, communication network 34 and communication path 40 receive from the rendition list source 30.Path 38 and 40 can be satellite path, fiber path, thread path, wireless path etc. are arranged.
Subscriber equipment 18 can obtain online program guide via communication path 42, communication path 42 can be any suitable communication path such as the combination that thread path, cable trace, fiber path, satellite path, these paths are arranged, or any other suitable path.Subscriber equipment 18 also can obtain online program guide via communication path 26, television distribution facility 14 and communication path 44.For example, subscriber equipment 18 can wait to communicate by letter with television distribution facility 14 with cable modem.Television distribution facility 14 can wait to communicate by letter with communication network 34 such as the combination that thread path, cable trace, fiber path, satellite path, wireless path, these paths are arranged by any suitable path 44.
Subscriber equipment can obtain online program guide with similar structure such as user television equipment devices 20 and user computer equipment 22.User television equipment devices 20 can obtain online program guide with communication path 46 or with path 27, television distribution facility 14 and path 44.User computer equipment 22 can be obtained online program guide with communication path 48 or with path 28, television distribution facility 14 and path 44.Path 46 and 48 can any suitable path, such as combination that thread path, cable trace, fiber path, satellite path, wireless path, these paths are arranged etc.
Interactive television-j o-application is different with the program guide application, can use the service generator such as service generator 50.For example, can support the home shopping service such as service generator 50 by the service generator, serve wherein that generator 50 has sale agent, instruction finishing device, accounts attending device and other is used to support the equipment of interactive home shopping characteristic.The home shopping of using subscriber equipment to implement is used and can be used for the access services generator so that these characteristics are offered the user.Subscriber equipment can visit service generator 50 by television distribution facility 14 and communication path 52 or by communication network 34 and communication path 54.Communication path can any suitable path such as path 52 and 54, such as combination that thread path, cable trace, fiber path, satellite path, these paths are arranged etc.
The example of another interactive television-j o-application is that Home Banking uses.Can operative installations simulation employee support Home Banking's service such as service generator 50.Home Banking's application of using subscriber equipment to implement can or visit Home Banking by communication network 34 and communication path 54 by television distribution facility 14 and communication path 52 and serve.
Interactive TV program guiding is used, Home Banking uses and several examples of the interactive television-j o-application type that can be supported by system 10 are used just in home shopping.Other that can support be suitable to be used and comprises as required video, press service, Internet service, interactive gambling service (for example lay on a horse race etc.), communication service (for example Email, chat etc.) and any other suitable interactive application.
These application can local enforcement on subscriber equipment.Can also implement these application with the client-server structure, subscriber equipment is as client end processor in the client-server structure, and server is used as processor-server such as the server 56 of television distribution facility 14 or any other appropriate position.Also can adopt other distributed architecture as required.No matter be used to implement with program guide, home shopping, Home Banking, as required relevant interactive television characteristic such as video, internet, communication ad hoc structure how, can support the software of these characteristics to be called application with being used to.
Drawn among Fig. 2 based on the exemplary user television equipment devices 20 of set-top box structure.I/O end 58 can be connected to communication path such as path 27 and 46.Can come received television program and out of Memory with I/O end 58.Can also send instruction and request and out of Memory by I/O end 58 from the user.
Set-top box 60 can be any suitable analog or digital set-top box.Set-top box 60 can contain analog tuner and be used to be tuned to required analog television channels.Set-top box 60 can also contain the digital decoding circuit, is used for the receiving digital television channel.Can as required analog-and digital-channel be handled together.Set-top box 60 also contains processor (for example microcontroller or microprocessor etc.) and is used for the executive software application.Set-top box 60 can contain memory such as random access memory, is used for carrying out when using using.Also can adopt nonvolatile memory (for example being used to start path of navigation and other instruction).Can adopt harddisk memory to come Backup Data, but and support in addition than adopting the bigger database of random access memory method supporting database.
Set-top box 60 can have infrared (IR) or other telecommunication circuit, is used for communicating by letter with remote controllers.Set-top box 60 can have dedicated button and front panel display.Front panel display can for example be used for the current channel that the display machines top box is tuned to.
Set-top box 60 can also have telecommunication circuit and order line (DSL) modulator-demodulator, telephone modem etc. such as cable modem, Integrated Service Digital Network modulator-demodulator, numeral, is used for communicating by letter with miscellaneous equipment.These communication systems can comprise internet or any other suitable communication network or path.
Can optionally videocassette recorder 62 or other suitable tape deck be connected to set-top box 60.This makes it possible to write down the vision signal from set-top box 60.For example, if set-top box 60 is tuned to given television channel, thereby then the vision signal of this television channel can transfer to videocassette recorder 62 and is recorded on the tape.If desired, the function ratio of videocassette recorder can be controlled by set-top box 60 as begin, stop, record etc.For example, set-top box 60 ultra-red order that can send with the Long-distance Control input towards videocassette recorder 62 comes control box tape recorder 62.
The output of videocassette recorder 62 can provide to television set 64 to be shown to the user.If videocassette recorder 62 is not using, then the vision signal from set-top box 60 can directly provide to television set 64.If desired, can adopt any suitable monitor to come display video signal.
Another exemplary architecture of having drawn user television equipment devices 20 among Fig. 3.In the example of Fig. 3, user television equipment devices 20 comprises digital VTR 66 and television set 68.I/O end 70 can be connected to communication path such as path 27 and 46.Can come received television program and out of Memory with I/O end 70.Can send instruction and request and out of Memory by I/O end 70 from the user.
Except using hard disk or other suitable storage medium to replace tape to be used for the vision signal storage, digital VTR 66 can be similar to the set-top box of standard.Hard disk can be in the inside of digital VTR 66.
Digital VTR 66 can contain analog tuner, is used to be tuned to required analog television channels.Digital VTR 66 can also contain encoder (for example mpeg encoder), is used for converting to digital signal such as analog television program to be used for storage.Digital VTR 66 can contain the digital decoding circuit, is used for the receiving digital television channel.If desired, digital VTR 66 can contain the circuit that is useful on treatment of simulated and digital channel.Digital VTR 66 also contains processor (for example microcontroller or microprocessor etc.) and is used for the executive software application.Digital VTR 66 can contain memory such as random access memory, is used for carrying out when using using.Also can adopt nonvolatile memory to store path of navigation or other instruction.Can adopt hard disk and other memory to come supporting database (for example program guide database or interactive television-j o-application database) in the digital VTR 66.
Digital VTR 66 can have IR telecommunication circuit or other suitable telecommunication circuit, is used for communicating by letter with remote controllers.Digital VTR 66 can also have dedicated button and front panel display.Front panel display can for example be used for the current channel that the display machines top box is tuned to.
Digital VTR 66 can also have telecommunication circuit and order line (DSL) modulator-demodulator, telephone modem etc. such as cable modem, Integrated Service Digital Network modulator-demodulator, numeral, is used for communicating by letter with miscellaneous equipment.These communication systems can comprise internet or any other suitable communication network or path.
TV programme can be recorded on the hard disk of digital VTR 66.Digital VTR 66 can write down new vision signal and simultaneously the vision signal of precedence record be play on television set 68.This makes the user watch in the process at normal tv can press pause button.When pressing pause button, current TV programme is stored on the hard disk of digital VTR 66.When the user presses broadcast button, can play the vision signal that is write down.This structure makes that the user can seamless time-out and recovery television-viewing.
The digital VTR set-top box structure of the set-top box structure of Fig. 2 and Fig. 3 only is exemplary.Can adopt other structure as required.For example, user television equipment devices can be based on WebTV box, personal computer TV (PC/TV), or any other suitable television equipment structure.If desired, parts can be integrated on TV or personal computer or other the suitable device such as set-top box 60, digital VTR 66, WebTV box or PC/TV etc.
Drawn among Fig. 4 and be used to operate the exemplary remote controllers 72 of user television equipment devices 20.Remote controllers 72 can have button 74 such as channel button, power source on/off key, digital keys, preferred button (for example being used for using or other interactive television-j o-application is set preference at program guide), information button (being used to ask to show the additional selection information for the treatment of) or the like up and down.Arrow key 76 can be used for being positioned at screen mouse or highlight regions under interested options.Can select highlighted option with OK button 78.Can make interactive television-j o-application (for example program guide is used, the navigation shell is used or any other suitable application) show the menu of available options with menu key 80.
Can use elp button 82 invoke help function ratio such as real-time customer service, visit to help database etc.
The exemplary user computer equipment 22 of having drawn among Fig. 5.In the structure of Fig. 5, personal computer 84 can use keyboard 86 or other suitable user input apparatus such as tracking ball, mouse, touch pads, touch-screen, sound recognition system etc. by the user.TV programme and interactive television-j o-application content may be displayed on the monitor 88.Can with I/O end 90 from the path 28 and 48 (Fig. 1) received television program and out of Memory.The user can also will instruct by I/O end 90 and be sent to remote server with out of Memory.
Personal computer unit 84 can comprise and be used for TV tuner card that analog-and digital-television channel is decoded.TV tuner card can comprise the digital decoding circuit that is used for being tuned to the analog tuner of given analog channel and is used for filtering out from the digital data stream of subpackage required digital channel.
The user computer equipment structure of Fig. 5 only is exemplary.Can adopt any suitable computer equipment structure if desired.
In addition, above-mentioned user television equipment devices and user computer equipment structure only are exemplary.The more general embodiment of exemplary subscriber equipment has drawn among Fig. 6.
As shown in Figure 6, control circuit 92 is connected to I/O end 94.I/O end 94 can be connected to the communication path of Fig. 1 such as path 26,27,28,42,46 and 48.Can be via I/O end 94 (for example from program source 12 and television distribution facility 14) received television program.Also can receive the program progress information of interactive TV program via I/O end 94.I/O end 94 can be used to receive the information of other interactive television-j o-application.The user can send instruction, request and other suitable information by I/O end 94 with control circuit 92.
Control circuit 94 can be based on any suitable processor such as microprocessor, microcontroller etc.Memory or other the suitable storage device part as control circuit 94 can be provided.
TV programme and may be displayed on the display 100 in screen option and information.Display 100 can be monitor, TV, perhaps is used for any other suitable equipment of display of visually image.Can provide loud speaker as TV parts or can be independent unit.The audio frequency component that is presented at the vision signal on the display 100 can be play by loud speaker 102.
The user can control with 96 pairs of control circuits of user's input interface.User's input interface can be any suitable user interface such as mouse, tracking ball, key mat, keyboard, touch-screen, touch pads, or any other suitable user's input interface.Microphone 98 and video camera 104 can be used to provide Voice ﹠ Video information to control circuit 92.
The user of subscriber equipment 18 (user of the user of user television equipment devices or user computer equipment for example, the user of perhaps any other suitable user equipment (ue) device) can call the interactive television menu by pushing menu button 80 (Fig. 4).The interactive television menu 106 that has drawn exemplary among Fig. 7.Remote controllers 72 (Fig. 4) can be used to locate the highlight regions 108 on option one 10,112,114,116 and 118 tops.If the user selects option one 10, then can show a screen the rendition list.Can select option one 14 to show and the relevant option of Video service as required.If the user selects option one 16, then the user obtains to visit the chance of household bank function.Select the Internet option 118 can start web browser etc.
The user can browse help options 120 with arrow key 76 (Fig. 4).When selecting help options 120, the user obtains online help, and visit helps database, obtains to help in real time from customer-service representative etc.
Drawn among Fig. 8 and be shown to user's exemplary program guide screen 122.For example can display program guiding screen 122 when the user selects the rendition list option one 08 (Fig. 7).Program guide screen 122 can comprise lattice or a row the rendition list 124.The rendition list 124 can comprise program title, channel, plan broadcast time and any other suitable program progress information.If desired can display ads.
Can select required the rendition list such as highlight regions 126 with highlight regions.If the user pushes the OK button when the rendition list of current program is highlighted demonstration, then program guide can be tuned to the channel of this program.If the user is highlighted when showing and pushes the OK button at the rendition list of program in future, then program guide can provide the user to set the chance of this program reminding.Other function that program guide can provide comprises can set preference (for example preferred program, preference channel etc.), can set up father's control setting, can search for programs of interest, and can watch program specific, advertisement, text, chart, Voice ﹠ Video signal etc.These only are the il-lustrative example that interactive TV program is provided by the program guide function that can provide.Any other suitable program guide function can be provided if desired.By pushing the special use guiding button on the remote controllers, by selecting any other suitable button or, can from option one 10, calling program guide such as Fig. 7 shielding option etc.
The user can locate highlight regions 126 with Long-distance Control button 76 on help options 128.If the user is highlighted at help options 128 and pushes OK when showing, then the user can obtain such as containing the help information that real-time Customer Service Representative waits interactive help information.Can on any suitable program guide screen, offer help option such as help options 128.When the user selects help options from the program guide screen or when the user pushed help button the program guide application, the help that is provided can be automatically related with program guide.
Selecting help button or option to make when the user uses another interactive television-j o-application helps demonstration related with this interactive television-j o-application.For example, if the user selects help options when using Home Banking to use, then can provide and the relevant help of Home Banking's service.Can provide text, chart and the vision signal relevant to the user, and can offer an opportunity to the user and exchange mutually with the real-time Customer Service Representative at the service generator place of Home Banking service with the domestic consumer.
Program guide is used and Home Banking's application only is the il-lustrative example of the suitable interactive television-j o-application that can offer help.Other suitable application comprises home shopping, video, press service, Internet service, interactive gambling service (for example lay on a horse race etc.), communication service (for example Email, chat etc.) etc. as required.
When the user when using interactive television-j o-application during invoke help (for example by selecting option one 20, option one 28 or button 82), screen that can displayed map 9 is such as screen 130.Highlight regions 132 can be positioned at the top of option such as option one 34.Option one 34 can offer an opportunity with visit to common questions answer to the user.Option one 36 can offer an opportunity to call e-mail applications and to the service generator send Email related with interactive television-j o-application to the user.Search directory option one 38 can be used for providing the subscriber computer can be to help the interested project of helplist search of database.Option one 40 can be used for the user is connected to the Customer Service Representative.
If the user selects the option one 34 of Fig. 9, then the screen 142 of screen such as Figure 10 can be manifested to the user.Shown in the first half of Figure 10, can comprise demonstration problem and answer or demonstration answer clue in title 144 (for example " questions answer usually ") and text filed 146, text filed 146 during screen 142 beginnings.Some text can be to common problem and the corresponding non interactive text of answering thereof.If desired, some text can be optionally, perhaps can place and selectable icons or other this option one 48 position adjacent.
If the user selects option one 48, then can manifest to the user with audio form answering, perhaps screen is manifested to the user such as the screen shown in Figure 10 bottom.This screen can comprise the video clipping that for example is presented at the common problem in the video clipping zone 150.This screen can also comprise information area such as information area 152, and it can comprise help text, chart and vision signal.Be presented at the zone in 150 and 152 help information and the help information text that is presented in the zone 146 can be associated with interactive television-j o-application that moving or that using or that select when the invoke help function by the user.
Drawn among Figure 11 and when the user selects " us send Email " option one 36 of Fig. 9, manifested exemplary screen to the user.Screen 154 can have address field (addressline) such as address field 156, is addressed to suitable customer service e-mail address in advance.Screen 154 can also have Subject field such as Subject field 158, and the user can insert to determine the theme of information.The user can import the content of Email Information in zone 160.When the user finishes addressing and required Email Information, can select delivery option 162 Email is sent to suitable service representative.
Can manifest to the user to allow the user to create the screen of writing Email Information.This screen can comprise the list of being filled in by the user.List can comprise the zone that selectable options and user can input informations.Interactive television-j o-application can automatically be attached to Email Information with information.Additional information can comprise the information of relevant user, subscriber equipment, interactive television-j o-application, user's current environment and originate from interactive television-j o-application for information about such as control information etc.
The screen that comprises user input text can be finished with personal computer or other computer equipment with keyboard by the user such as screen 11.Also can adopt user television equipment devices with Wireless Keyboard.If desired, can be with not having the subscriber equipment that separates keyboard.By this structure, can be used in the screen keyboard input text, wherein the user is by each required letter of highlighted demonstration and push the OK key and select letter in alphabetic(al) all letters of row.Can also come input text such as Long-distance Control button 76 alphabet letters that circulates one at a time with the Long-distance Control button.
The so structure of having drawn among Figure 12.The screen 164 that when for example the user selects the option one 38 of Fig. 9, can show Figure 12.The character cell lattice can be provided, and wherein the user can select to be used for the required letter of search string.In the example of Figure 12, the user has selected letter " B " in the first module lattice, and is selecting the required letter of second cell.Arrow 168 indication users can be circulated alphabetic(al) letter to select given letter with up and down arrows.Arrow 168 is also indicated and can be used left Long-distance Control key back to move to the first module lattice, and can use right Long-distance Control key to move to the next unit lattice forward.
When the input in helping database is defined as conforming to institute's inputted search character string in the cell 166, can manifest to the audio user signal and in help information zone 176 videotex 170, chart 172 and vision signal 174.If desired, before manifesting suitable help information, can at first manifest the one row occurrence to the user, therefrom the user can select required Help Topic.Help database locally to preserve (for example being kept on the subscriber equipment 18), perhaps can long-rangely preserve (for example be kept at server 56 or can other suitable server on) by subscriber equipment 18 visits.If desired, help the information in zone 176 after each letter input, can show immediately.Along with the interpolation of each additional letter, the information in the renewal zone 176 is to reflect current character string.Can upgrade the information that helps in the zone 176 when alternatively, in subscriber unit lattice 166, pushing OK key etc. after the required search string of input.
The audio signal that manifests can illustrate how the user uses the special characteristic of this interactive television-j o-application.Text 170 can be the written explanation that how to use given interactive television-j o-application characteristic.Chart 172 can comprise curve chart, is expressed as the given characteristic of execution and should pushes what button or should push a set button in proper order with which kind of.Vision signal 174 can comprise the video clipping how expression uses given characteristic.
If the user selects option one 40, the screen 178 of screen such as Figure 13 can be manifested to the user.Screen 178 can comprise Customer Service Representative's real time video signals 180.The Customer Service Representative can be positioned at service generator 50, television distribution facility 14, server 36 or other suitable position how.Customer Service Representative's vision signal can offer subscriber equipment in real time by the communication path of Fig. 1.
When Customer Service Representative's vision signal 180 was showing, the user can ask a question to the Customer Service Representative.For example, the user can speak to put question to microphone 98 (Fig. 6).Key entry problem that the user can also (for example use keyboard) in the interactive text zone.If desired, the Customer Service Representative can be apparent in the zone 182 by key entry information and answer.Can send user's vision signal to Customer Service Representative with video camera 104 (Fig. 6).In this way, the user can carry out video call with the Customer Service Representative with subscriber equipment 18.
These characteristics have strengthened generator provides the ability from real-time customer service to the user of serving.If desired, can separately or make up the approach that adopts any of these to exchange with real-time Customer Service Representative.As an example, the user can only exchange with the Customer Service Representative with the audio frequency mode, can exchange with the Customer Service Representative with text mode with Voice ﹠ Video, perhaps only exchange with the Customer Service Representative with text mode, or the like.In addition, the user can ask a question and the Customer Service Representative makes answer with another form (for example video, Voice ﹠ Video or only audio frequency) with a form (for example only text or audio frequency).
The exemplary step of having drawn among Figure 14 and having offered help and being comprised to the user.In step 184, can provide subscriber computer can use remote controllers or the screen option ask customer service or help.In step 186, after the user requests help, can offer help to the user.Can offer help with any suitable combination of text, chart, audio frequency, video or these carriers.Help can comprise from common answer of asking a question to be selected.Help can also comprise with real-time Customer Service Representative and exchanges in real time.When the user requested help, subscriber equipment can automatically be set up real time communication with the Customer Service Representative and get in touch.The user can exchange with real-time Customer Service Representative with audio frequency, interactive text or Voice ﹠ Video mode.Can use the combination of these modes.In addition, the user can use a mode (for example text) and the Customer Service Representative can use another way (for example video).Between user and Customer Service Representative, can send text, Voice ﹠ Video signal with any suitable agreement.For example, text, chart, Voice ﹠ Video information can sent on the internet.Can handle video communication etc. with video conference protocol.
If desired, the client can exchange with Email with the Customer Service Representative.The user can be for example comes to communicate with the Customer Service Representative's of Customer Service Representative position e-mail applications with the e-mail applications on the subscriber equipment.If desired, the used e-mail applications of user can be hidden with respect to the user.In this way, the user only need be from selecting to communicate by letter with the Customer Service Representative the screen option in interactive television-j o-application.Email Information or out of Memory from the Customer Service Representative can comprise annex such as video clipping, audio signal, text or chart.Some annex can directly be sent to interactive television-j o-application and the user do not given a warning.These annexes can comprise code fragment (code patches), configuration file renewal etc.
The user can send to problem the Customer Service Representative at service generator 50 places with subscriber equipment 18 by communication path 42, communication network 34 and path 54.The user can also send to problem the Customer Service Representative at service generator 50 places by path 26, television distribution facility 14 and path 52.Information from service generator 50 Customer Service Representative of place can provide to subscriber equipment by same paths.If the Customer Service Representative is positioned at server 36 or server 56 places, then subscriber equipment can communicate with path and Customer Service Representative among the Fig. 1 that connects these mechanisms.
Above-mentioned only is the illustration of the principle of the invention, and those skilled in the art can make various remodeling under the situation that does not depart from the scope of the invention and spirit.

Claims (40)

1. method that provides the interactive television-j o-application customer service to the user of subscriber equipment place comprises:
Allow the user to use the user equipment access interactive television-j o-application; And
Allow the user to use the subscriber equipment invoke help; And
Use subscriber equipment between the user at subscriber equipment place and Customer Service Representative, to set up real-time communication linkage.
2. the method for claim 1 comprises that also the real-time video image with the Customer Service Representative is sent to subscriber equipment by described real time communication link.
3. the method for claim 1 also comprises the real-time audio signal from the Customer Service Representative is offered subscriber equipment by described real time communication link.
4. the method for claim 1 also comprises and will comprise screen display from Customer Service Representative's text message on user television equipment devices.
5. the method for claim 1, wherein said subscriber equipment contains video camera, and this method also comprises:
Customer Service Representative's real-time video image is sent to subscriber equipment by described real time communication link; And
Allow the user to use described video camera to send Customer Service Representative's video problem in real time.
6. the method for claim 1, wherein said subscriber equipment contains keyboard, and this method also comprises:
Customer Service Representative's real-time video image is sent to subscriber equipment by described real time communication link; And
Allow the user to use described keyboard to send Customer Service Representative's text problem in real time.
7. the method for claim 1, wherein said subscriber equipment contains microphone, and this method also comprises:
Customer Service Representative's real-time audio signal is sent to subscriber equipment by described real time communication link; And
Allow the user to use described microphone to propose Customer Service Representative's problem in real time.
8. the method for claim 1, wherein said subscriber equipment contains microphone, and this method also comprises:
Customer Service Representative's real time video signals is sent to subscriber equipment by described real time communication link; And
Allow the user to use described microphone to propose Customer Service Representative's problem in real time.
9. the method for claim 1, wherein said subscriber equipment contains keyboard, and this method also comprises:
Allow the user to use described keyboard to propose Customer Service Representative's problem in real time; And
To on subscriber equipment, be shown to the user from Customer Service Representative's real-time text to answer described problem.
10. the method for claim 1, wherein said subscriber equipment contains keyboard, and this method also comprises:
Allow the user to use described keyboard to propose Customer Service Representative's problem in real time; And
To offer the user by described real time communication link from Customer Service Representative's real-time audio signal.
11. the method for claim 1, wherein said subscriber equipment is a user television equipment devices, and this method comprises that also the permission user uses described user television equipment devices to come invoke help.
12. the method for claim 1, wherein said subscriber equipment is based on the user television equipment devices of set-top box, and this method comprises that also the permission user uses described set-top box to come invoke help.
13. the method for claim 1, wherein said subscriber equipment is based on the user television equipment devices of digital VTR, and this method comprises that also the permission user uses described digital VTR to come invoke help.
14. the method for claim 1, wherein said subscriber equipment is a user computer equipment, and this method comprises that also the permission user uses described user computer equipment to come invoke help.
15. the method for claim 1, wherein said subscriber equipment is a personal computer, and this method comprises that also the permission user uses described personal computer to come invoke help.
16. the method for claim 1, wherein said subscriber equipment are the user television equipment devices by remote controllers control, this method comprises that also the permission user uses described remote controllers to come invoke help.
17. the method for claim 1, wherein said subscriber equipment are the user television equipment devices by remote controllers control, this method comprises that also the permission user uses the dedicated button on the described remote controllers to come invoke help.
18. the method for claim 1, wherein said interactive television-j o-application are the interactive TV program guidings, this method comprises that also the permission user uses subscriber equipment to call the help that described interactive TV program is guided.
19. the method for claim 1, wherein said interactive television-j o-application are the interactive TV program guidings, this method also comprises:
Display program guiding screen on user television equipment devices; And
Be presented at the screen aid option at least one described program guide screen, the user can select it to call the help that interactive TV program is guided.
20. the method for claim 1 also comprises:
On user television equipment devices, show screen with interactive television-j o-application; And
Be presented at the screen aid option at least one described interactive television-j o-application screen, the user can select it to call help on the interactive television-j o-application.
21. the method for claim 1 also comprises:
The menu screen that will include various interactive services options is shown to the user; And
Be presented at the screen aid option on this menu, the user can select it to call help on the interactive television-j o-application.
22. the method for claim 1 also comprises:
The menu screen that will include various interactive services options is shown to the user, and wherein at least one described service contains on subscriber equipment display program and tabulates to the user; And
Be presented at the screen aid option on this menu, the user can select it to call help on the interactive television-j o-application.
23. the method for claim 1 also is included on the subscriber equipment display menu screen and gives the user, provides user option to watch relevant help information and contact customer service.
24. the method for claim 1 also is included on the subscriber equipment and shows the screen that contains common question answering.
25. the method for claim 1 also comprises:
On subscriber equipment, show the screen that contains common problem;
Allow the user on screen, to make one's options; And
The screen display that will contain help information on user television equipment devices with selection in response to the user.
26. the method for claim 1 also comprises:
On subscriber equipment, show the screen that contains common problem;
Allow the user on screen, to make one's options; And
The screen display that will contain the help information video clipping on user television equipment devices with selection in response to the user.
27. the method for claim 1 also comprises:
On subscriber equipment, show the screen that contains common problem;
Allow the user on screen, to make one's options; And
The screen display that will contain the information area that comprises help information on user television equipment devices with selection in response to the user.
28. the method for claim 1 also is included on the subscriber equipment and shows and provide the subscriber computer can be to send information to Customer Service Representative's screen.
29. the method for claim 1 also comprises:
When user's invoke help, on subscriber equipment, show a row help options;
Allow the user to select one of them option; And
When selecting given option, the user provide the subscriber computer can be to send information to the Customer Service Representative.
30. the method for claim 1 also is included in the helplist that demonstration can be searched on the subscriber equipment.
31. the method for claim 1 also comprises:
When user's invoke help, on subscriber equipment, show a row help options;
Allow the user to select one of them option; And
When selecting given option, the user on subscriber equipment, shows the helplist that to search for.
32. the method for claim 1 also is included in demonstration one row help options on the subscriber equipment, one of them option provides subscriber computer to represent to serve by described real time communication link contact customer.
33. a system that is used to the information of offering help comprises:
Television distribution facility is used to issue TV programme; With
User television equipment devices is configured to:
Reception and demonstration are from the TV programme of described television distribution facility;
The interactive television-j o-application that allows user capture to realize with subscriber equipment; And
Allowing user and Customer Service Representative to set up real time communication links to obtain help information.
34. a system that is used for providing by communication network the interactive television-j o-application help information comprises:
Server is used to support interactive television-j o-application; With
Subscriber equipment is configured to:
Allow the user by described communication network access interactive television-j o-application; And
Allowing user and Customer Service Representative to set up real time communication links to obtain help information.
35. system as claimed in claim 34, wherein said communication network comprises the internet.
36. system as claimed in claim 34, wherein said subscriber equipment is a user television equipment devices.
37. system as claimed in claim 34, wherein said subscriber equipment contains set-top box.
38. system as claimed in claim 34, wherein said subscriber equipment contains personal computer.
39. system as claimed in claim 34, wherein said subscriber equipment contains video camera, and the user transmits video image to the Customer Service Representative with it.
40. system as claimed in claim 34, wherein said subscriber equipment contains microphone, the user with its transmit audio signals to the Customer Service Representative.
CN 00815187 1999-10-29 2000-08-28 Interactive television systems with live customer service Pending CN1387729A (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US16235599P 1999-10-29 1999-10-29
US60/162,355 1999-10-29
US60883900A 2000-06-30 2000-06-30
US09/608,839 2000-06-30

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JP (1) JP2003513562A (en)
CN (1) CN1387729A (en)
AR (1) AR035995A1 (en)
AU (1) AU7082800A (en)
CA (1) CA2387638A1 (en)
WO (1) WO2001033857A1 (en)

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CN101370064A (en) * 2007-08-07 2009-02-18 三星电子株式会社 Image forming apparatus and method to offer help information therein

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JP4991786B2 (en) * 2009-04-17 2012-08-01 株式会社東芝 Content playback apparatus and content playback method
US9584765B2 (en) 2014-10-21 2017-02-28 Livegenic Inc. Real-time visual customer support enablement system and method
CN105791104B (en) * 2016-05-18 2019-06-07 北京奔影网络科技有限公司 Client service method and device

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US5585866A (en) * 1993-09-09 1996-12-17 Miller; Larry Electronic television program guide schedule system and method including virtual channels
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5838314A (en) * 1996-02-21 1998-11-17 Message Partners Digital video services system with optional interactive advertisement capabilities

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Publication number Priority date Publication date Assignee Title
CN101370064A (en) * 2007-08-07 2009-02-18 三星电子株式会社 Image forming apparatus and method to offer help information therein

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WO2001033857A1 (en) 2001-05-10
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CA2387638A1 (en) 2001-05-10
EP1224808A1 (en) 2002-07-24

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