System and method for intent-based active callback management
AssigneeVirtual Hold Technology Solutions, LLC
InventorsMatthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian R. Galvin
Life of this patent
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Abstract
A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.
Claims19
A system for intent-based active callback management, comprising:
- a callback manager comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first plurality of programming instructions, when operating on the processor, cause the processor to:
- receive a request for a callback to a callback recipient from a callback requester;
- instantiate a callback object;
- obtain context data for callback requester and callback recipient;
- determine a callback time, based at least on at least data on one user or method of contact of a user, and the context data, and communicate it back to the callback recipient and the callback requester;
- and
- connect the two parties, when the two first and second called parties are online
- an interaction manager comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second plurality of programming instructions, when operating on the processor, cause the processor to:
- call the other of a callback requester and callback recipient, when the first called party is online, as a second called party;
- and
- connect the two parties, when the two first and second called parties are online.
A method for intent-based active callback management, comprising the steps of:
- receiving a request for a callback to a callback recipient from a callback requester;
- instantiate a callback object;
- obtaining context data for callback requester and callback recipient;
- determining a callback time based on at least data on at least one user or method of contact of a user, and the context data, and communicating the determined callback time to the callback recipient and the callback requester;
- attempting a call to a first called party when a callback time arrives, the first called party being one of either the callback requester or callback recipient;
- calling as a second called party, the other of the callback requester and callback recipients, when the first called party is online;
- and
- connecting the two first and second called parties when the second called party is online.
Dependencies are inferred from the claim text.