System and method for message redirection
AssigneeChatdesk, Inc.
InventorsAneto OKONKWO, Omasiri UDEINYA, Ademola OYEWALE
Life of this patent
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Abstract
A system and method for enabling a conversation to be shifted to different modalities. Optionally and preferably, the conversation between a customer and a customer representative is shifted from a voice phone call to a messaging-based system which may optionally be, for example, through SMS or short messaging system messages, self help tools or through other messaging systems, which may, for example, be operated through a mobile communication device such as a smartphone.
Claims13
A system for enabling a conversation to be shifted to different modalities, comprising a customer telephone and a customer representative voice system, wherein said customer telephone is capable of communicating through messaging, wherein the conversation between said customer telephone and said customer representative voice system is shifted from a voice phone call to a messaging-based system;
- wherein said customer representative voice system comprises a server and connectivity to a message transfer communication channel, wherein said customer telephone is also connected to said message transfer communication channel, said server comprising a memory and a processor configured to perform a defined set of operations in response to receiving a corresponding instruction selected from a predefined native instruction set of codes, said codes comprising:
- a first set of machine codes selected from the native instruction set for receiving a prompt from said customer telephone, a second set of machine codes selected from the native instruction set for analyzing said prompt and for determining a response, wherein said response comprises shifting said voice phone call to said messaging based system;
- and a third set of machine codes selected from the native instruction set for inducing said shift, such that said customer telephone communicates with said customer representative voice system through a message sent from said server through said message transfer communication channel;
- wherein each of the first, second and third sets of machine code is stored in the memory.
A system for enabling a conversation to be shifted to different modalities, comprising a customer telephone, a customer computational device and a customer representative voice system, wherein said customer computational device is capable of communicating through messaging, wherein the conversation is initiated as a voice phone call between said customer telephone and said customer representative voice system;
- wherein said customer representative voice system comprises a server and connectivity to a message transfer communication channel, wherein said customer computational device is also connected to said message transfer communication channel, said server comprising a memory and a processor configured to perform a defined set of operations in response to receiving a corresponding instruction selected from a predefined native instruction set of codes, said codes comprising:
- a first set of machine codes selected from the native instruction set for receiving a prompt from said customer telephone, a second set of machine codes selected from the native instruction set for analyzing said prompt and for determining a response, wherein said response comprises shifting said voice phone call to said messaging based system;
- and a third set of machine codes selected from the native instruction set for inducing said shift, such that said customer computational device communicates with said customer representative voice system through a message sent from said server through said message transfer communication channel;
- wherein each of the first, second and third sets of machine code is stored in the memory.
Dependencies are inferred from the claim text.