System and method for hybrid callback management with biometric authentication
AssigneeVirtual Hold Technology Solutions, LLC
InventorsMatthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Abstract
A system and method for hybrid callback management with biometric authentication, utilizing callback cloud and are on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.
Claims12
A system for hybrid callback management with biometric authentication, comprising:
- a callback cloud service comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:
- communicate with an on-premise callback system;
- maintain relevant agent, user, and brand data from an on-premise callback system, send a biometric authentication request to a user device;
- obtain from the user device, an identity indicator based on the biometric authentication request relating to the identity of a user of the device;
- execute callback requests;
- calculate estimated wait times for callbacks;
- and
- an on-premise callback system comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:
- communicate with a callback cloud service;
- send data related to callback objects, agents, and users to a callback cloud service;
- receive consumer calls to a brand;
- create a callback object upon a consumer requesting a call back from a brand, the callback object comprising the identity indicator;
- schedule a callback with consumers based on consumer availability and agent scheduling;
- execute callbacks between consumers and agents at a specified time;
- connect the two parties, when the two first and second called parties are online;
- and
- confirm, using the identity indicator, whether the user of the device is an authorized user.
A method for hybrid callback management with biometric authentication, comprising the steps of:
- communicating with an on-premise callback system using a callback cloud service;
- maintaining relevant agent, user, and brand data from an on-premise callback system, using the callback cloud service;
- sending a biometric authentication request to a user device;
- obtaining from the user device, an identity indicator based on the biometric authentication request relating to the identity of a user of the device;
- executing callback requests, using the callback cloud service;
- calculating estimated wait times for callbacks, using the callback cloud service;
- communicating with a callback cloud service, using an on-premise callback system;
- sending data related to callback objects, agents, and users to the callback cloud service, using the on-premise callback system;
- receiving consumer calls to a brand, using the on-premise callback system;
- creating a callback object upon a consumer requesting a call back from a brand, the callback object comprising the identity indicator;
- scheduling a callback with consumers based on consumer availability and agent scheduling, using the on-premise callback system;
- executing callbacks between consumers and agents at a specified time, using the on-premise callback system;
- and
- connecting the two parties, when the two first and second called parties are online;
- and
- confirming, using the identity indicator, whether the user of the device is an authorized user.
Dependencies are inferred from the claim text.