US 12,513,216 B2Granted

System for establishing communication

AssigneeAnand Pumanand Awasthi

InventorsAnand Purnanand Awasthi, Amit Gajanan Patkar, Satish Shivrudra Mokashi

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Abstract

Disclosed is a system for establishing communication channel between a user and a resource. A data capturing module captures data corresponding to the user of the web service. A resource identification module identifies the resource based on comparison of one or more attribute of the resource with the data. A determination module determines at least one mode of a communication channel between the user and the resource by comparing a bandwidth of the communication channel available with one of the user and the resource. Examples of the communication channel comprises a video call, an audio call, an automated chat, and an email. A connection module connects the resource to the user via the at least one mode of the communication channel.

Claims13

Dependent claims

A system for communicatively coupling a user to one of multiple remote service resources associated with a remote web service, comprising:

a processor;
a memory coupled to the processor;
a data capturing module that receives a service request from a user and captures attributes of the user based on the service request;
a resource identification module that selects, based on the captured attributes of the user, a personalized remote service resource of the multiple remote service resources of the remote web service;
a determination module that determines a mode of communication for connecting the user to the personalized remote service resource based on an amount of bandwidth available to the user;
and
a connection module that connects the user to the personalized remote service resource, upon determination of the mode of communication, based on the amount of bandwidth available to the user, and an amount of bandwidth available to the personalized remote service resource;
wherein the determination module determines:
the mode of communication is a video call in response to the amount of bandwidth available to the user being greater than a first predefined threshold associated with the video call;
the mode of communication is an audio call in response to the amount of bandwidth available to the user being greater than a second predefined threshold associated with the audio call and being lower than the first predefined threshold;
the mode of communication is an automated chat in response to the amount of bandwidth available to the user being lower than the second predefined threshold;
and
the mode of communication is a public switched telephone network (PSTN) connection in response to the amount of bandwidth available to the user being indeterminate, and
wherein the determination module further adjusts the mode of communication, in real-time, in response to detecting a change in the amount of bandwidth available to the user or in response to detecting a change in the amount of bandwidth available to the personalized remote service resource, and
wherein the resource identification module is further configured to identify an alternate resource when the personalized remote service resource is busy, wherein the alternate resource is identified based on comparison of the captured attributes of the user and attributes of the multiple remote service resource, wherein the attributes of the multiple remote service resource comprises a spoken language, a preferred language, a field of expertise, a geographic location, a time zone, network information, and device information of the resource, and wherein the identification of alternate resource comprises availability of translation of an user language and availability of a resource of any language.

12 more elements

One or more non-transitory computer-readable media storing instructions which, when executed by one or more processors, cause performance of a process comprising:

receiving, from a user, a request to establish a session with one of multiple remote service resources associated with a remote web service;
determining user attributes associated with the request, wherein the user attributes include a bandwidth availability and a source of the request;
identifying, based on the user attributes, a particular remote service resource of the multiple remote service resources for servicing the request from the user;
selecting, from multiple modes of communication, a particular mode for communicating with the particular remote service resource based on the bandwidth availability, wherein selecting the particular mode for communicating with the particular remote service resource comprises:
selecting a video call mode of the multiple modes of communication in response to the bandwidth availability being greater than a first predefined threshold associated with the video call mode;
selecting an audio call mode of the multiple modes of communication in response to the bandwidth availability being greater than a second predefined threshold associated with the audio call mode and being lower than the first predefined threshold;
selecting an automated chat mode of the multiple modes of communication in response to the bandwidth availability being lower than the second predefined threshold;
and
selecting a public switched telephone network (PSTN) mode of the multiple modes of communication in response to the bandwidth availability being indeterminate;
establishing a personalized assistance session, using the particular mode for communicating, between the user and the particular remote service resource, wherein the particular mode of communicating is adjusted, in real-time, in response to detecting a change in the bandwidth availability associated with the user or in response to detecting a change in the bandwidth availability associated with the particular remote service resource;
and
identifying an alternate resource when the personalized remote service resource is busy, wherein the alternate resource is identified based on comparison of the user attributes and attributes of the multiple remote service resource, wherein the attributes of the multiple remote service resource comprises a spoken language, a preferred language, a field of expertise, a geographic location, a time zone, network information, and device information of the resource, and wherein the identification of alternate resource comprises availability of translation an user language and availability of a resource of any language.

9 more elements

A method for connecting a user to remote service resources, the method comprising:

receiving, at a remote web service, a request from the user to connect to one of the remote service resources, the request originating from an access source;
determining, by the remote web service, user attributes associated with the user based on attributes associated with the access source;
determining, by the remote web service, a bandwidth availability associated with the user;
comparing, by the remote web service, the user attributes to attributes of the remote service resources;
based on said comparison of attributes, identifying a particular remote service resource of the remote service resources that matches the user attributes;
comparing the bandwidth availability associated with the user and another bandwidth availability associated with the particular remote service resource to bandwidth thresholds associated with communication channels of the particular remote service resource;
based on said comparisons of bandwidth availabilities of the user and the particular remote service resource, selecting an optimal communication mode from multiple available communication modes of the particular remote service resource, wherein selecting the optimal communication mode of the particular remote service resource comprises:
selecting a video call mode of the multiple available communication modes of the particular remote service resource when the bandwidth availability exceeds a first predefined threshold associated with the video call mode;
selecting an audio call mode of the multiple available communication modes of the particular remote service resource when the bandwidth availability exceeds a second predefined threshold associated with the audio call mode and is lower than the first predefined threshold;
selecting an automated chat mode of the multiple available communication modes of the particular remote service resource when the bandwidth availability is lower than the second predefined threshold associated with the audio call mode;
and
selecting a public switched telephone network (PSTN) mode of the multiple available communication modes for the user and the particular remote service resource when the bandwidth availability associated with the user and the particular remote service resource are indeterminate;
establishing, using the access source, a personalized communication channel between the user and the particular remote service resource via the optimal communication mode, wherein the optimal communication mode is adjusted, in real-time, in response to detecting a change in the bandwidth availability associated with the user or in response to detecting a change in the bandwidth availability associated with the particular remote service resource;
and
identifying an alternate resource when the personalized remote service resource is busy, wherein the alternate resource is identified based on comparison of the user attributes and the attributes of the remote service resources, wherein the attributes of the remote service resources comprises a spoken language, a preferred language, a field of expertise, a geographic location, a time zone, network information, and device information of the resource, and wherein the identification of alternate resource comprises availability of translation of a user language and availability of a resource of any language.

12 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/214,772Filed 27 Jun 2023 · division
Priority: IN 20172100913316 Mar 2017
Published: US 2023/0344910 A126 Oct 2023
Granted: 30 Dec 2025
Term ends: Not estimatedThe source records don’t support an estimate.

Classification14 codes

G06F 15/76
Digital computers in general ; Data processing equipment in general: architectures of general purpose stored program computers
H04L 67/306
Profiles: user profiles
G06F 15/16
Digital computers in general ; Data processing equipment in general: combinations of two or more digital computers each having at least an…
G06Q 10/0631
Operations research, analysis or management: resource planning, allocation, distributing or scheduling for enterprises or organisations

Family

PCT/IB2018/051700Parent of this division · filed 14 Mar 2018
US 2023/0344910 A1Pre-grant publication · published 26 Oct 2023
Application16/494,714Parent of this division
US 11,689,628 B2Parent of this division
US 2020/0104772 A1Published application
US 12,513,216 B2This patent

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