Method for connecting a user with an agent based on workflow stages of a workflow dynamically created using a workflow template
First Claim
1. A computer-implemented method for connecting users with agents using a personalized workflow, the method comprising:
- receiving at a server a request from a user device of a user to contact an agent associated with the server;
in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents;
generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages;
establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages;
determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session; and
in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.
1 Assignment
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Accused Products
Abstract
A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.
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Citations
27 Claims
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1. A computer-implemented method for connecting users with agents using a personalized workflow, the method comprising:
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receiving at a server a request from a user device of a user to contact an agent associated with the server; in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents; generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages; establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages; determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session; and in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:
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receiving a request from a user device of a user to contact an agent associated with the server; in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents; generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages; establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages; determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session; and in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A data processing system operating as a server, comprising:
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a processor; and a memory coupled to the processor to store instructions, which when executed by the processor, cause the processor to perform operations, the operations including receiving a request from a user device of a user to contact an agent associated with the server, in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents, generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages, establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages, determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session, and in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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Specification