Call center call-back push notifications
AssigneeWells Fargo Bank, N.A.
InventorsDennis Emmanuel Montenegro, Prasanth Nandanuru, Pavan Kumar Arln, Yejjala Yevanna
Life of this patent
Estimating the term…
Abstract
A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry.
Claims20
A method for providing customer service to a caller, the method comprising:
- initiating, at a caller device, a first voice call for customer service;
- providing an option to receive a notification to connect the caller device to one of a plurality of customer service agents at a later point in time;
- sending, by the caller device, a response accepting the option to receive the notification;
- disconnecting the caller device from the first voice call;
- receiving, at the later point in time, the notification to connect the caller device to one of the plurality of customer service agents;
- and
- initiating, in response to receiving the notification at the caller device, a second voice call to one of the plurality of customer service agents.
A method for providing customer service to a caller, the method comprising:
- initiating, at a caller device, a first voice call for customer service;
- providing an option to receive a push notification to connect the caller device to one of a plurality of customer service agents at a later point in time;
- sending, by the caller device, a response accepting the option to receive the push notification;
- receiving, at the later point in time, the push notification to connect the caller device to one of the plurality of customer service agents;
- and
- initiating, in response to receiving the push notification at the caller device, a communication to one of the plurality of customer service agents.
An electronic computing device comprising:
- a processing unit;
- and
- system memory, the system memory including instructions which, when executed by the processing unit, cause the electronic computing device to:
- initiate, at a caller device, a first voice call for customer service;
- provide an option to receive a push notification to connect the caller device to an available customer service agent at a later point in time;
- send, by the caller device, a response accepting the option to receive the push notification;
- disconnect the caller device from the first voice call;
- receive, at the later point in time, the push notification to connect the caller device to the available customer service agent, the push notification including a telephone number of the available customer service agent;
- and
- initiate, in response to receiving the push notification at the caller device, a second voice call to the available customer service agent.
Dependencies are inferred from the claim text.