Context-aware redirection from telephony environment to messaging environment
AssigneeLiveperson, Inc.
InventorsMarc Hayes, Matt Fanning
Life of this patent
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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 computer-implemented method of context-aware caller redirection, the computer-implemented method comprising:
- receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
- identifying a plurality of messaging operators based at least in part on the call context information;
- making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators;
- and
- facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
A non-transitory machine-readable storage medium, including instructions embodied thereon, the instructions executable by one or more processors to perform operations including:
- receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
- identifying a plurality of messaging operators based at least in part on the call context information;
- making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators;
- and
- facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
A system comprising:
- one or more processors;
- and
- one or more non-transitory machine-readable storage media containing instructions that, when executed on the one or more processors, cause the one or more processors to perform operations including:
- receiving telephony information including call context information provided by a caller device during a telephone call between the caller device and a telephony system;
- identifying a plurality of messaging operators based at least in part on the call context information;
- making a determination that the caller device is configured with at least one messaging service corresponding to at least one messaging operator of the plurality of messaging operators;
- and
- facilitating a messaging connection between the caller device and the at least one messaging operator via the at least one messaging service based on the determination, wherein facilitating the messaging connection includes automatically conveying one or more messages between the caller device and the at least one messaging service.
Dependencies are inferred from the claim text.