Context-aware redirection from telephony environment to messaging environment
AssigneeLiveperson, Inc.
InventorsMarc Hayes, Matt Fanning
Life of this patent
Estimating the term…
Abstract
A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
Claims30
A method of context-aware caller redirection notification, the method comprising:
- receiving telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system;
- determining, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line;
- receiving messaging information from a messaging system;
- determining, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system;
- generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time;
- and
- outputting the notification to the caller device.
A system of context-aware caller redirection notification, the system comprising:
- one or more communication transceivers;
- one or more memory units storing instructions;
- and
- one or more processors, wherein execution the instructions by the one or more processors cause the one or more processors to:
- receive telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system,
- determine, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line,
- receive messaging information from a messaging system,
- determine, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system,
- generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time, and
- outputting the notification to the caller device.
A non-transitory computer readable storage medium having embodied thereon a program, wherein the program is executable by a processor to perform a method of context-aware caller redirection notification, the method comprising:
- receiving telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system;
- determining, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line;
- receiving messaging information from a messaging system;
- determining, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system;
- generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time;
- and
- outputting the notification to the caller device.
Dependencies are inferred from the claim text.