# US 8,787,556 B1 · Systems and methods for a provider initialized real-time chat based on detection of a pattern > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 8,787,556 B1 - Document ID: US8787556B1 - Status: Granted - Kind: B1 - Application number: 11/759,724 - Filed: 2007-06-07 - Granted: 2014-07-22 - Earliest claimed: 2007-06-07 - Assignees: United Services Automobile Association - Applicants: Jose J. Cantu, II - Inventors: Jose J. Cantu, II - Web page: https://patentgrep.com/patent/US8787556B1 ## CPC - H04L 51/10: Multimedia information - G06F 3/0484: for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04M 3/5191: {interacting with the Internet} - H04M 7/003: {Click to dial services} - H04M 7/0045: {where the text-based messaging service is an instant messaging service} - H04M 3/5231: {with call back arrangements} - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract In one example, a method provides at least one service to a web-enabled user by detecting a stalled web session related to the user accessing the at least one service and providing a stall alert to a computer telephony interface, the stall alert based on the stalled web session. In response to the stall alert, the method includes using a computer telephony interface to automatically query availability of an agent. If the query determines an agent is available, the method includes automatically communicating instructions from a real-time chat module in communication with the computer telephony interface to a computing device operated by the user, the instructions to initialize a real-time chat application executed on the computing device. The method includes providing the agent with outbound call specifications related to the user and disabling the stall alert when the stalled web session is no longer detected. ## Claims ### Claim 1 A method of providing at least one service to a user that is web-enabled by at least one computing device with a processor and a memory for storing executable instructions that are executable by the processor, the method comprising: detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user; identifying the future need the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database; providing an alert to a computer telephony interface (CTI) in response to the pattern of use; communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device; in response to the alert, automatically querying availability of an agent using the CTI; and if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user. ### Claim 2 (depends on 1) The method of claim 1, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI. ### Claim 3 (depends on 1) The method of claim 1, further comprising: sending a voice communication invitation prior to initializing a voice communication network between the agent and the user; detecting a user response to the voice communication invitation; and wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication. ### Claim 4 (depends on 1) The method of claim 1, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user's interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert. ### Claim 5 (depends on 4) The method of claim 4, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service. ### Claim 6 (depends on 1) The method of claim 1, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI. ### Claim 7 (depends on 6) The method of claim 6, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network. ### Claim 8 A non-transitory computer-readable medium having stored there-on computer-executable instructions for implementing a computer-based method, the method for providing at least one service to a user that is web-enabled comprising: detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user; identifying the future need of the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database; providing an alert to a computer telephony interface (CTI) in response to the pattern of use; communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device; in response to the alert, automatically querying availability of an agent using the CTI; and if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user. ### Claim 9 (depends on 8) The computer-readable medium of claim 8, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI. ### Claim 10 (depends on 8) The computer-readable medium of claim 8, further comprising: sending a voice communication invitation prior to initializing a voice communication network between the agent and the user; detecting a user response to the voice communication invitation; and wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication. ### Claim 11 (depends on 8) The computer-readable medium of claim 8, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user's interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert. ### Claim 12 (depends on 11) The computer-readable medium of claim 11, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service. ### Claim 13 (depends on 8) The computer-readable medium of claim 8, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI. ### Claim 14 (depends on 13) The computer-readable medium of claim 13, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network. ### Claim 15 A system for providing at least one service to a user that is web-enabled, wherein the system includes at least one computer having a computer processor and computer-readable instructions stored on a computer-readable medium and executable by the computer processor to provide at least one service to a user that is web-enabled, the system comprising at least one subsystem for: detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user; identifying the future need of the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database; providing an alert to a computer telephony interface (CTI) in response to the pattern of use; communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device; in response to the alert, automatically querying availability of an agent using the CTI; and if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user. ### Claim 16 (depends on 15) The system of claim 15, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI. ### Claim 17 (depends on 15) The system of claim 15, further comprising: sending a voice communication invitation prior to initializing a voice communication network between the agent and the user; detecting a user response to the voice communication invitation; and wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication. ### Claim 18 (depends on 15) The system of claim 15, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user's interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert. ### Claim 19 (depends on 18) The system of claim 18, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service. ### Claim 20 (depends on 15) The system of claim 15, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI. ### Claim 21 (depends on 20) The system of claim 20, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.