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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
First Claim
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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.

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