Connected machine initiated service

• US 10,277,478 B2
• Filed: 06/08/2016
• Issued: 04/30/2019
• Est. Priority Date: 06/08/2016
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Stoops, Daniel Stewart, Kaiser, Lizanne, Bell, Cliff W.
• Primary Examiner(s): Nguyen, Kim T
• Application Number:
  US15/176,502
• Publication Number:
  US 20170359232A1
• Time in Patent Office: 1,056 Days
• CPC Class Codes: H04L 41/0686 Additional information in the notification, e.g. enhancement of specific meta-data
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management

Abstract

Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Claims

1. A computer-implemented method for establishing a communications session between a user device and an agent device, the method comprising:

receiving, by a processor associated with a contact center, prior to start of a communications session with the user device, event data that includes an identification of a registered device and a state of the registered device, wherein the registered device is different from the user device;

determining, by the processor, a resource requirement based on the event data, the determining of the resource requirement being in anticipation of an interaction establishing the communications session with the user device;

generating, by the processor, based on the resource requirement, routing information for routing the interaction to the agent device, wherein an agent associated with the aqent device is identified as satisfying the resource requirement;

after generating the routing information, identifying, by the processor, a request to initiate the interaction;

determining, by the processor, whether the request is related to the generated routing information; and

in response to determining that the request is related to the generated routing information, routing the request to the agent device, wherein the routing is without input from the user device, during the interaction, of the identification of the registered device, and wherein the routing establishes the communications session between the user device and the agent device.

2. The method of claim 1, further comprising:

storing the generated routing information;

transmitting, by the processor, contact information that includes a reserved contact for establishing the communications session with the agent device, wherein the request for the interaction is directed to the reserved contact.

3. The method of claim 2, wherein transmitting the contact information further comprises transmitting the contact information to the user device.

4. The method of claim 2, wherein transmitting the contact information further comprises transmitting the contact information to a digital service interface that is different from the user device.

5. The method of claim 2, wherein the reserved contact is a reserved telephone number, and wherein determining that the interaction is related to the generated routing information comprises determining that the interaction is directed to the reserved telephone number.

6. The method of claim 1, further comprising:

providing the identification of the registered device and the state of the registered device to the agent device.

7. The method of claim 1, further comprising:

determining, by the processor, based on the event data, a dynamically generated message to be presented to the user of the user device during the communications session between the user device and the agent device; and

in response to determining that the interaction is related to the generated routing information, communicating, after establishing the communications session between the user device and the agent device, the dynamically generated message to the user device for presentation to the user.

8. The method of claim 1, further comprising:

identifying contact information of the user device;

transmitting, by the processor, to the user device, a request to establish the communications session between the user device and the agent device;

determining, by the processor, that the request has been accepted by the user device, wherein the request to initiate the interaction is in response to determining that the request has been accepted by the user device.

9. The method of claim 1, further comprising:

determining, by the processor, based on the event, one or more recommendations associated with the registered device; and

providing the one or more recommendations associated with the registered device to the agent device.

10. The method of claim 1 further comprising:

storing registered device profiles of one or more registered devices,

wherein determining the resource requirement for the communications session between the user device and the agent device further comprises;

determining that the identification of the registered device matches with a particular registered device profile of the registered device profiles; and

determining the resource requirement based on the particular registered device profile.

11. The method of claim 1, wherein determining the resource requirement for the communications session between the user device and the agent device further comprises:

retrieving, based on the identification of the registered device, a service level agreement associated with the registered device; and

determining the resource requirement based on the service level agreement.

12. The method of claim 1, wherein the routing is without input from the user device, during the interaction, of the state of the registered device.

13. A computer-implemented system comprising:

one or more processors and one or more non-transitory computer-readable storage devices storing instructions that, when executed by the one or more processors, cause the one or more processors to perform respectively operations comprising;

receiving, prior to start of a communications session with a user device, event data that includes an identification of a registered device and a state of the registered device;

determining, based on the event data, a resource requirement, the determining of the resource requirement being in anticipation of an interaction establishing a communications session with the user device;

generating, based on the resource requirement, routing information for routing the interaction to the agent device, wherein an agent associated with an agent device is identified as satisfying the resource requirement

after generating the routing information, identifying a request to initiate the interaction;

determining whether the request is related to the generated routing information; and

in response to determining that the request is related to the generated routing information, routing the request to the agent device, wherein the routing is without input from the user device, during the interaction, of the identification of the registered device, and wherein the routing establishes the communications session between the user device and the agent device.

14. The system of claim 13, wherein the operations further comprise:

storing the generated routing information;

transmitting contact information that includes a reserved contact for establishing the communications session with the agent device, wherein the request for the interaction is directed to the reserved contact.

15. The system of claim 13, wherein the operations further comprise:

identifying contact information of the user device;

transmitting, to the user device, a request to establish the communications session between the user device and the agent device;

determining that the request has been accepted by the user device, wherein the request to initiate the interaction is in response to determining that the request has been accepted by the user device.

16. The system of claim 13, wherein the operations further comprise:

storing registered device profiles of one or more registered devices,

wherein determining the resource requirement for the communications session between the user device and the agent device further comprises;

determining that the identification of the registered device matches with a particular registered device profile of the registered device profiles; and

determining the resource requirement based on the particular registered device profile.