Back to results
US 11,962,549 B2Granted
Systems and methods for queue call waiting deflection
AssigneeMicrosoft Technology Licensing, LLC
InventorEduardo Olvera
Life of this patent
Estimating the term…
Abstract
A method, computer program product, and computer system for placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user. A trigger may be identified for the first communication channel. The user may be sent a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue.
Claims17
A computer-implemented method comprising:
- placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
- identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
- sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
- receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication;
- and
- prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.
3 more elements
A computer program product residing on a non-transitory computer readable storage medium having a plurality of instructions stored thereon which, when executed across one or more processors, causes at least a portion of the one or more processors to perform operations comprising:
- placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
- identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
- sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
- receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication;
- and
- prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.
3 more elements
A computing system including one or more processors and one or more memories configured to perform operations comprising:
- placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
- identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
- sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
- receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication;
- and
- prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.
3 more elements
Dependencies are inferred from the claim text.