# US 12,015,735 B2 · On-hold experience > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,015,735 B2 - Document ID: US12015735B2 - Status: Granted - Kind: B2 - Application number: 18/061,077 - Filed: 2022-12-02 - Published: 2023-03-30 - Granted: 2024-06-18 - Earliest claimed: 2020-03-27 - Assignees: United Services Automobile Association (USAA) - Applicants: United Services Automobile Association - Inventors: Gregory David Hansen; Megan Sarah Jennings; Emily Margaret Gray; Gregory B Yarbrough; Madhusudhana Rao Abburi; Charles Balasingh; Janelle Denice Dziuk; Samip Dilip Mehra; David Patrick Dixon - Web page: https://patentgrep.com/patent/US12015735B2 ## CPC - H04M 3/428: Arrangements for placing incoming calls on hold - H04M 3/4285: {Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold} - H04L 12/1859: {adapted to provide push services, e.g. data channels} - H04L 51/046: Interoperability with other network applications or services - H04L 51/214: using selective forwarding - H04L 63/083: {using passwords (cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226)} - H04L 63/0861: {using biometrical features, e.g. fingerprint, retina-scan (cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231)} - H04L 67/55: Push-based network services - H04M 3/382: {using authorisation codes or passwords} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04W 4/16: Communication-related supplementary services, e.g. call-transfer or call-hold - H04M 2203/2038: Call context notifications - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call. ## Claims ### Claim 1 A method for interacting with a user while the user is on-hold, comprising: receiving, at an enterprise, a call from a user device associated with the user, wherein the user device includes an application associated with the enterprise; placing the call into an on-hold status; in response to the call being placed in the on-hold status, sending a push notification, via an application provided by the enterprise, to the user device; requesting, from the user, in relation to the application provided by the enterprise, and in response to the push notification, an intent of the call; determining a level of authentication needed for servicing the intent of the call; requesting authentication credentials associated with the level of authentication needed for servicing the intent of the call; and in response to a representative being available to answer the call, transferring information associated with the authentication credentials and the intent of the call to the representative answering the call. ### Claim 2 (depends on 1) The method of claim 1, further comprising determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status. ### Claim 3 (depends on 2) The method of claim 2, further comprising providing an indication in response to the at least one activity in at least one of a chat window or an audio speaker of the user device, the indication comprising an account balance, a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or a menu of options for the user to choose from. ### Claim 4 (depends on 1) The method of claim 1, wherein after determining the intent of the call, the method further comprises: determining that there is a digital solution relating to the intent of the call; and providing information regarding the digital solution in at least one of a chat window or an audio speaker of the user device. ### Claim 5 (depends on 1) The method of claim 1, further comprising routing the call based on the intent of the call. ### Claim 6 (depends on 1) The method of claim 1, wherein the authentication credentials include facial recognition, fingerprint recognition, voice recognition, or a passcode. ### Claim 7 (depends on 1) The method of claim 1, further comprising displaying a list of options, in a chat window, that includes a link configured to A) initiate displaying information in the chat window after the link is selected or B) initiate the transferring of the call to the representative. ### Claim 8 A system for interacting with a user while the user is on-hold, comprising: a server including one or more processors and one or more memories storing instructions that, when executed by the one or more processors, cause the server to perform a process comprising: receiving, at an enterprise, a call from a user device associated with the user, wherein the user device includes executable code associated with the enterprise; placing the call into an on-hold status; in response to the call being placed in the on-hold status, sending a push notification, via an application provided by the enterprise, to the user device; requesting, from the user, in relation to the application provided by the enterprise, and in response to the push notification, an intent of the call; determining a level of authentication needed for servicing the intent of the call; requesting authentication credentials associated with the level of authentication needed for servicing the intent of the call; and in response to a representative being available to answer the call, transferring information associated with the authentication credentials and the intent of the call to the representative answering the call. ### Claim 9 (depends on 8) The system of claim 8, wherein the process further comprises determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status. ### Claim 10 (depends on 9) The system of claim 9, wherein the process further comprises providing an indication in response to the at least one activity in at least one of a chat window or an audio speaker of the user device, the indication comprising an account balance, a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or a menu of options for the user to choose from. ### Claim 11 (depends on 8) The system of claim 8, wherein the process further comprises, after the determining the intent of the call: determining that there is a digital solution relating to the intent of the call; and providing information regarding the digital solution in at least one of a chat window or a speaker of the user device. ### Claim 12 (depends on 8) The system of claim 8, wherein the process further comprises routing the call based on the intent of the call. ### Claim 13 (depends on 8) The system of claim 8, wherein the authentication credentials include facial recognition, fingerprint recognition, voice recognition or a passcode. ### Claim 14 (depends on 8) The system of claim 8, wherein the process further comprises displaying a list of options that includes a link configured to A) initiate displaying information in a chat window after the link is selected or B) initiate the transfer of the call to the representative. ### Claim 15 A non-transitory machine-readable medium having machine executable instructions stored thereon that, when executed by one or more processors, direct the one or more processors to perform a method comprising: receiving, at an enterprise, a call from a user device associated with a user; placing the call into an on-hold status; in response to the call being placed in the on-hold status, sending a push notification, via an application provided by the enterprise, to the user device; requesting, from the user, in relation to the application provided by the enterprise, and in response to the push notification, an intent of the call; requesting authentication credentials associated with a level of authentication needed for servicing the intent of the call; and in response to a representative being available to answer the call transferring information associated with the authentication credentials and the intent of the call to the representative answering the call. ### Claim 16 (depends on 15) The non-transitory machine-readable medium of claim 15, the method further comprising: determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status; and in response to receiving the authentication credentials, launching a chat window to provide information to the user regarding the intent of the call. ### Claim 17 (depends on 16) The non-transitory machine-readable medium of claim 16, wherein the push notification includes a link to access the application. ### Claim 18 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein after determining the intent of the call, the method further comprises: determining that there is a digital solution relating to the intent of the call; and providing information regarding the digital solution in at least one of a chat window or a speaker of the user device. ### Claim 19 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the method further comprises routing the call based on the intent of the call. ### Claim 20 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the authentication credentials include facial recognition, fingerprint recognition, voice recognition or a passcode.