US 11,962,655 B1Granted

Continuous task-based communication sessions

AssigneeWells Fargo Bank, N.A.

InventorsSuzanne M. Fisi, Kristine Ing Kushner, Stephanie S. Hellman, Joel Gardner, John Chuprevich, Ayesha Hasan, Darrell L. Suen, Chris Kalaboukis

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Abstract

A method for managing a communication session includes receiving a request to perform a task. The task is divided into one or more steps. One or more user devices are identified that can be used to perform one or more of the steps. One or more communication channels are identified that are available to the one or more user devices. The communication session is permitted to switch from one or more of the user devices and communication channels to complete the one or more steps of the task while maintaining a continuity of the communication session.

Claims20

Dependent claims

A method implemented on an electronic computing device for managing a communication session, the method comprising:

at the electronic computing device, receiving a request to perform a task on a user device;
identifying a first communication channel and a second communication channel to conduct the communication session between the electronic computing device and the user device;
initiating the communication session via the first communication channel for performing the task;
based on a type of the task, determining, by the electronic computing device, whether the communication session is to be switched;
upon determining that the communication session is to be switched, prompting, by the electronic computing device, a user to switch the communication session with the electronic computing device from the first communication channel to the second communication channel;
upon receiving confirmation from the user to switch the communication session from the first communication channel to the second communication channel:
sending a link to the second communication channel;
and
allowing use of the link to switch the communication session from the first communication channel to the second communication channel.

6 more elements

An electronic computing device comprising:

a processing unit;
and
system memory, the system memory including instructions which, when executed by the processing unit, cause the electronic computing device to:
receive a request to perform a task on a user device;
identify a first communication channel and a second communication channel to conduct a communication session between the electronic computing device and the user device;
initiate the communication session via the first communication channel for performing the task;
based on a type of the task, determine, by the electronic computing device, whether the communication session is to be switched;
upon determining that the communication session is to be switched, prompt, by the electronic computing device, a user to switch the communication session with the electronic computing device from the first communication channel to the second communication channel;
upon receiving confirmation from the user to switch the communication session from the first communication channel to the second communication channel:
send a link to the second communication channel;
and
allow use of the link to switch the communication session from the first communication channel to the second communication channel.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/047,369Filed 18 Oct 2022 · continuation
Priority: 28 Dec 2016
Granted: 16 Apr 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification6 codes

H04L 67/148
Session management: migration or transfer of sessions
H04L 67/52
Network services: specially adapted for the location of the user terminal
H04L 67/535
Network services: tracking the activity of the user
H04W 12/06
Security arrangements; Authentication; Protecting privacy or anonymity: authentication

Family

Application15/392,772Parent of this continuation · filed 28 Dec 2016
Application16/922,461Parent of this continuation · filed 7 Jul 2020
US 10,749,970 B1Parent of this continuation · filed 18 Aug 2020
US 11,509,727 B1Parent of this continuation
US 11,962,655 B1This patent

From the US filing history. Foreign family members aren’t listed.