US 2026/0101005 A1 · SYSTEMS AND METHODS FOR INTELLIGENT HANDLING OF INBOUND CALLS

Abstract

Systems, apparatuses, methods, and computer program products are disclosed for handling an inbound call. An example method includes determining an active inbound call session with a user device associated with a user and determining a caller inquiry from a user statement received from the user over a voice channel. The example method further includes determining whether a digital channel interaction is capable of resolving the caller inquiry and in an instance in which the caller inquiry is resolvable by the digital channel interaction, generating contextual conversation data based on the caller inquiry. The example method further includes providing the contextual conversation data to the user device over a digital channel and causing the call status of the active inbound call session to remain unassigned.

Claims20

Dependent claims

A method for handling an inbound call, the method comprising:

determining, by call analysis circuitry, an active inbound call session with a user device associated with a user, wherein the active inbound call session is associated with a call status of unassigned;
determining, by the call analysis circuitry, a caller inquiry from a user statement received from the user over a voice channel;
determining, by the call analysis circuitry, whether a digital channel interaction is capable of resolving the caller inquiry;
in an instance in which the caller inquiry is resolvable by the digital channel interaction, generating, by digital channel circuitry, contextual conversation data based on the caller inquiry;
providing, by communications hardware and via a mobile application, the contextual conversation data to the user device over a digital channel;
and
causing, by the call analysis circuitry, the call status of the active inbound call session to remain unassigned.

4 more elements

An apparatus for handling an inbound call, the apparatus comprising:

call analysis circuitry configured to:
determine an active inbound call session with a user device associated with a user, wherein the active inbound call session is associated with a call status of unassigned,
determine a caller inquiry from a user statement received from the user over a voice channel, and
determine whether a digital channel interaction is capable of resolving the caller inquiry;
digital channel circuitry configured to, in an instance in which the caller inquiry is resolvable by the digital channel interaction, generate contextual conversation data based on the caller inquiry;
and
communications hardware configured to provide, via a mobile application, the contextual conversation data to the user device over a digital channel,
wherein the call analysis circuitry is further configured to cause the call status of the active inbound call session to remain unassigned.

5 more elements

A computer program product for handling an inbound call, the computer program product comprising a non-transitory computer-readable storage medium storing software instructions that, when executed by an apparatus, cause the apparatus to:

determine an active inbound call session with a user device associated with a user, wherein the active inbound call session is associated with a call status of unassigned;
determine a caller inquiry from a user statement received from the user over a voice channel;
determine whether a digital channel interaction is capable of resolving the caller inquiry;
in an instance in which the caller inquiry is resolvable by the digital channel interaction, generate contextual conversation data based on the caller inquiry;
provide, via a mobile application, the contextual conversation data to the user device over a digital channel;
and
cause the call status of the active inbound call session to remain unassigned.

4 more elements

Dependencies are inferred from the claim text.

Systems and methods for intelligent handling of inbound calls

Life of this patent

Systems and methods for intelligent handling of inbound calls

Life of this patent

Abstract

Claims20