Systems and methods for click-to-callback

• US 10,372,291 B1
• Filed: 12/04/2012
• Issued: 08/06/2019
• Est. Priority Date: 08/21/2007
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Lewis, Gregory N., Billman, Bradly J., Kossow, Kevin A., Davalath, Nataraj, Buentello, Andre R.
• Primary Examiner(s): Young, Kevin L
• Assistant Examiner(s): Stitt, Erik V
• Application Number:
  US13/693,606
• Time in Patent Office: 2,436 Days
• Field of Search: 715810, 715764, 715835
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

Click-to-callback provides an icon or link on a webpage that a user can select or click on. When the icon or link is clicked or otherwise selected, the user is provided with a list of his phone numbers to choose from, or a blank field to enter an alternate number, for an immediate return call from a representative of the entity (e.g., the company) associated with the webpage. When this request is submitted, the representative desirably calls the user back immediately (e.g., within about 10 seconds) to provide assistance. Thus, the user remains on the website, and gets the help he desires to continue on the website, which may, for example, lead to the user making an online purchase.

Claims

1. A non-transitory computer-readable storage medium having computer-readable instructions stored thereon and executed by a processor to:

assign (i) a first weight to the amount of time since a user first accessed a page of content for making an online purchase, (ii) a second weight to registration status of the user, and (iii) a third weight to an availability of a service representative within a predetermined amount of time;

determine a user weight based on simultaneously using at least two of the first weight, the second weight, and the third weight, wherein the at least two of the first weight, the second weight, and the third weight are non-zero;

determine that the user weight exceeds a threshold weight, wherein the threshold weight is a positive number;

in response to the determination that the user weight exceeds a threshold weight, causing a display of a callback request icon on the page of content being accessed by the user for making the online purchase, the callback request icon being displayed with a name of a particular service representative;

receive a selection of the callback request icon from the user, and in response;

capture, from the page of content that the user is accessing, contextual information including content that the user is viewing to make the online purchase, and

provide the captured contextual information to the particular service representative.

2. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to send an alert to a company in response to a determination that the user weight does not exceed the threshold weight, wherein the alert includes the amount of time since the user first accessed the page and information associated with an availability of a service representative.

3. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to determine to display the callback request icon based on the amount of time since the user first accessed the page exceeding a predetermined value.

4. The non-transitory computer-readable storage medium of claim 1, wherein the instructions executed to assign the second weight to registration status include instructions executed to determine whether the user has provided login information.

5. The non-transitory computer-readable storage medium of claim 1, wherein the instructions executed to assign the third weight to an availability of a service representative include instructions executed to:

determine that a service representative is available to service the callback request within a particular amount of time.

6. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to submit a request for a callback in response to receiving the selection of the callback request icon.

7. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to retrieve a previously stored phone number of the user and cause a display of the previously stored phone number to the particular service representative.

8. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to:

provide a number selection window to the user; and

cause a display of a user selected number from the number selection window to the particular service representative.

9. The non-transitory computer-readable storage medium of claim 1, wherein the instructions executed to provide the captured context information include instructions executed to provide user entered content including a brief explanation of a reason for the callback.

10. The non-transitory computer-readable storage medium of claim 1, wherein the instructions executed to provide the captured context information include instructions executed to provide user entered content including at least one of a comment input by the user and a question input by the user.

11. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to request the user to leave a co-browse window open.

12. The non-transitory computer-readable storage medium of claim 1, further comprising instructions executed to place a callback request notification in an outbound directory in response to receiving the selection of the callback request icon from the user.

13. A non-transitory computer-readable storage medium having computer-readable instructions stored thereon and executed by a processor to:

determine to display a callback request icon on a page of content being accessed by a user for making an online purchase based on a determination that a user weight exceeds a threshold weight, the user weight being determined based on simultaneously using at least two of;

a first weight assigned to an amount of time since the user first accessed the page,

a second weight assigned to registration status of the user, and

a third weight assigned to an availability of a service representative within a predetermined amount of time, wherein the at least two of the first weight, the second weight, and the third weight are non-zero, and

wherein the threshold weight is a positive number;

in response to the determination, causing a display of the callback request icon on the page, the callback request icon being displayed with a name of a particular service representative;

receive a selection of the call back request icon from the user; and

in response to receiving the selection;

capture, from the page of content that the user is accessing, contextual information including content that the user is viewing to make the online purchase, and

provide the captured contextual information to the particular service representative.

14. The non-transitory computer-readable storage medium of claim 13, further comprising instructions executed to utilize a contact routing engine to determine if the particular service representative is available to answer the callback request.

15. The non-transitory computer-readable storage medium of claim 13, further comprising instructions executed to utilize a rules engine comprising rules, condition, and circumstances to determine to display the callback request icon.

16. The non-transitory computer-readable storage medium of claim 13, further comprising instructions executed to reserve a service representative in response to the user selecting the callback request icon.

17. The non-transitory computer-readable storage medium of claim 13, further comprising instructions executed to monitor a call status of a plurality of callback requests, including a callback request notification.

18. A computer-implemented method comprising:

assigning, by at least one processor, (i) a first weight to the amount of time since a user first accessed a page of content for making an online purchase, (ii) a second weight to registration status of the user, and (iii) a third weight to an availability of a service representative within a predetermined amount of time;

determining, by the at least one processor, a user weight based on simultaneously using at least two of the first weight, the second weight, and the third weight, wherein the at least two of the first weight, the second weight, and the third weight are non-zero;

determining, by the at least one processor, that the user weight exceeds a threshold weight, wherein the threshold weight is a positive number;

in response to the determination that the user weight exceeds a threshold weight, causing a display of a callback request icon on the page of content being accessed by the user for making the online purchase;

receiving a selection of the callback request icon from the user, and in response;

capturing, from the page of content that the user is accessing, contextual information including content that the user is viewing to make the online purchase, and

providing the captured contextual information to the particular service representative.