US 11,895,271 B1Granted

Representative client devices in a contact center environment

AssigneeState Farm Mutual Automobile Insurance Company

InventorsChad Skinner, Amit Gupta, Aaron Kammeyer

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Abstract

Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.

Claims20

Dependent claims

A contact center server, comprising:

one or more processors;
and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed, cause the one or more processors to perform operations comprising:
hosting, at the contact center server, a desktop application and a plurality of images associated with containerized applications for interacting with customers;
receiving, from a first thick client device running the desktop application, a request for a container image associated with a first containerized application of the containerized applications;
transmitting, to the first thick client device, the container image associated with a first containerized application;
receiving, from the first thick client device running the first containerized application within the desktop application, first interaction data associated with a first current interactive communication session of the first thick client device with a first customer;
providing the first interaction data to a trained machine-learned model;
and
outputting, to the first thick client device, data based at least in part on an output of the trained machine-learned model.

7 more elements

A computing system comprising:

one or more processors;
and
memory storing processor-executable instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
receiving a login via a desktop application running on a client computing device;
based at least in part on receiving the login, requesting a container image from a computer server;
receiving the container image from the computer server;
executing a containerized process on the client computing device based at least in part on the container image, the containerized process being executed within the desktop application;
performing, via the containerized process, an interactive communication session;
generating interaction data associated with the interactive communication session;
and
sending, in-real time and to the computer server, the interaction data.

8 more elements

A method comprising:

receiving, at a user interface of a computing device, a login via a desktop application;
based at least in part on receiving the login, requesting a container image from a computer server;
receiving the container image from the computer server;
executing a containerized process on the computing device based at least in part on the container image, the containerized process being executed within the desktop application;
performing, via the containerized process, an interactive communication session;
generating interaction data associated with the interactive communication session;
and
sending, in-real time and to the computer server, the interaction data.

5 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/390,287Filed 30 Jul 2021 · us provisional application
Priority: 31 Jul 2020
Granted: 6 Feb 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification16 codes

H04M 3/5175
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…
G06F 9/54
Multiprogramming arrangements: interprogram communication
G06N 20/00
Machine learning
G06Q 10/063114
Scheduling, planning or task assignment for a person or group: status monitoring or status determination for a person or group