US 11,115,528 B1Granted

Call control service

AssigneeAmazon Technologies, Inc.

InventorsSiddhartha Shankara Rao, Samuel Rislove Etler, Carlin Wiegner

Life of this patent

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Abstract

A technology is described for providing virtual call assistants and call options to identified callers. An example method may include identifying a caller and a call recipient using addressing information included in a call received at a call control service. After identifying the caller, a priority designation assigned to the caller may be obtained from an agent linking profile. An interactive agent linked to the priority designation assigned to the caller may be identified, wherein the interactive agent may be configured to provide prioritized call services. Thereafter, the interactive agent linked to the priority designation may be invoked.

Claims20

Dependent claims

A system comprising:

at least one processor;
and
a memory device including instructions that, when executed by the at least one processor, cause the system to:
receive, via a content designer user interface (UI) hosted in a service provider environment and from a device associated with a call recipient:
a first priority designation of a first type for a first caller and a second priority designation of a second type, different than the first type, for a second caller;
a first interactive agent assigned to the first priority designation and a second interactive agent assigned to the second priority designation;
and
a subject matter associated with calls;
receive a call at a call control service hosted in the service provider environment, wherein the call control service is managed by a computing service provider;
identify the first caller and the call recipient using addressing information for the call, wherein the call recipient is registered with the call control service;
determine that the call is associated with the subject matter and that the call recipient is unavailable to receive the call;
obtain, from an agent linking profile that includes priority designations assigned to callers by the call recipient, the first priority designation assigned to the first caller;
identify the interactive agent linked to the subject matter and the first priority designation assigned to the first caller, wherein the interactive agent is to provide a virtual call assistant personalized to the subject matter and the first priority designation assigned to the first caller;
and
invoke the interactive agent linked to the subject matter and the first priority designation.

12 more elements

A computer implemented method comprising:

identifying a caller and a call recipient for a call received at a call control service, wherein the call control service is hosted in a service provider environment managed by a computing service provider;
obtaining, via an agent linking profile in which the call recipient has previously assigned one or more priority designations to one or more callers, a priority designation assigned to the caller;
identifying an interactive agent linked to the priority designation assigned to the caller, wherein the interactive agent is user configurable via a content designer user interface (UI) hosted in the service provider environment to provide a virtual call assistant personalized to the priority designation assigned to the caller;
and
invoking the interactive agent linked to the priority designation.

2 more elements

A non-transitory machine readable storage medium having instructions embodied thereon, the instructions, when executed by one or more processors, causing the one or more processors to:

identify a caller and a call recipient using addressing information for a call routed to a call control service hosted in a service provider environment, wherein the call control service is managed by a computing service provider;
determine at least one of a topic or a subject matter of the call and that the call recipient is unavailable to receive the call;
obtain, from an agent linking profile, a priority designation assigned to the caller and a reference to an interactive agent linked to the priority designation and the at least one of the topic or the subject matter of the call, wherein the interactive agent is user configurable via a content designer user interface (UI) hosted in the service provider environment to provide a virtual call assistant personalized to the priority designation assigned to the caller;
and
invoke the interactive agent linked to the priority designation using the reference, wherein the interactive agent is configured to provide call options and dialog associated with the call options to the caller using a natural language service and to initiate call actions linked to the call options.

2 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/880,380Filed 25 Jan 2018
Granted: 7 Sep 2021
Term ends: Not estimatedThe source records don’t support an estimate.

Classification8 codes

H04M 3/4365
Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it: based on…
G06Q 10/06314
Resource planning, allocation, distributing or scheduling for enterprises or organisations: calendaring for a resource
H04M 3/4933
Directory assistance systems: with operator assistance
H04M 3/4936
Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice…

Family

No related US applications are recorded in the indexed filing history.

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