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US 11,368,584 B1Granted
Mechanisms for scheduling outbound calls from call centers
AssigneeUnited Services Automobile Association (USAA)
InventorsRobert B. Pace, Jr., Chee Chiang Verzosa Puen, Jr., Oscar Roberto Tijerina
Life of this patent
Estimating the term…
Abstract
Communications channels between systems can be managed such that unnecessary use of the channels is limited. A computer system can initiate a request to establish communications channels between a client device and the computer system. A notification is sent to the client device, which causes the client device to prompt the user to either accept the request or reschedule the requested establishing of the communications channel.
Claims17
A computer-implemented method performed by a computer system, the method comprising:
- initiating, by a computer system of a customer service representative, a request to establish a communications channel between the computer system and a client device of a user;
- sending, in response to the initiation of the request and by the computer system, a notification to the client device that when received by the client device causes the client device to render a graphical user interface with a first visual representation and second visual representation, with the first visual representation prompting the user of the client device to accept the request to establish the communications channel and the second visual representation prompting the user of the client device to schedule establishment of the communications channel for another time, and with the graphical user interface, when rendered, prompting the user of the client device to select the first or second visual representations, wherein the graphical user interface, when rendered, further includes identification information of the customer service representative and a reference number corresponding with a purpose for the request;
- causing, after the computer system receives selection data specifying that the user of the client device selects the first visual representation, display of one or more fourth visual representations that prompt the user to provide, through the graphical user interface, authentication data of the user;
- authenticating, by the computer system, the user based on the authentication data provided by the user;
- and
- automatically establishing, by the computer system and only after authenticating the user, the communications channel between the computer system and the client device.
3 more elements
A computer-implemented method performed by a computer system, the method comprising:
- initiating, by a computer system of a customer service representative, a request to establish a communications channel between the computer system and a client device of a user;
- sending, in response to the initiation of the request and by the computer system, a notification to the client device that when received by the client device causes the client device to render a graphical user interface with a first visual representation and second visual representation, with the first visual representation prompting the user of the client device to accept the request to establish the communications channel and the second visual representation prompting the user of the client device to schedule establishment of the communications channel for another time, and with the graphical user interface, when rendered, prompting the user of the client device to select the first or second visual representations, wherein the graphical user interface, when rendered, further includes identification information of the customer service representative and a reference number corresponding with a purpose for the request;
- and
- causing, when the computer system receives selection data specifying that the user of the client device selects the second visual representation, display of one or more third visual representations that prompt the user of the client device to select a time in which the establishing of the communications channel is scheduled.
1 more element
A computer-implemented method performed by a computer system, the method comprising:
- initiating, by a computer system of a customer service representative, a request to establish a communications channel between the computer system and a client device of a user;
- sending, in response to the initiation of the request and by the computer system, a notification to the client device that when received by the client device causes the client device to render a graphical user interface with a first visual representation and second visual representation, with the first visual representation prompting the user of the client device to accept the request to establish the communications channel and the second visual representation prompting the user of the client device to schedule establishment of the communications channel for another time, and with the graphical user interface, when rendered, prompting the user of the client device to select the first or second visual representations, wherein the graphical user interface, when rendered, further includes identification information of the customer service representative and a reference number corresponding with a purpose for the request;
- and
- after waiting a threshold amount of time for the user of the client device to select at least one of the first visual representation or the second visual representation, broadcasting, by the computer system, a second notification to the client device that, when received by the client device, causes the client device to allow the user to select the second visual representation but prevents selection of the first visual representation.
1 more element
Dependencies are inferred from the claim text.