Methods and systems for transferring call context

• US 10,652,739 B1
• Filed: 06/22/2016
• Issued: 05/12/2020
• Est. Priority Date: 11/14/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Lilley, David Alexander, Cairns, Michael Justin, Pace, Jr., Robert Bruno, Harris, John Raymond, Leonard, Joshua Samuel, Fujimoto, Yuibi, Fiedler, Kevin Kenneth
• Primary Examiner(s): Patel, Hemant S
• Application Number:
  US15/189,421
• Time in Patent Office: 1,420 Days
• Field of Search: 37926501-2661, 379 671- 8828, 37920101, 4554121-420, 709201-207, 709217-248
• CPC Class Codes: H04L 63/0853 using an additional device, e.g. smartcard, SIM or a different communication terminal cryptographic mechanisms or cryptographic arrangements for entity authentication involving additional secure or trusted devices H04L9/3234
• CPC Class Codes: H04L 63/0876 based on the identity of the terminal or configuration, e.g. MAC address, hardware or software configuration or device fingerprint
• CPC Class Codes: H04L 63/18 using different networks or channels, e.g. using out of band channels cryptographic mechanisms or cryptographic arrangements for key distribution involving distinctive intermediate devices or communication paths H04L9/0827; cryptographic mechanisms or cryptographic arrangements for authentication using a plurality of channels H04L9/3215
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/20 Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
• CPC Class Codes: H04W 4/80 Services using short range communication, e.g. near-field communication [NFC], radio-frequency identification [RFID] or low energy communication
• CPC Class Codes: H04W 80/12 Application layer protocols, e.g. WAP [Wireless Application Protocol]

Abstract

Methods and systems described in this disclosure receive a call from a device associated with a caller and request an indication of a context of the call. The system can send a request for authentication credentials in a push notification to the device. The push notification can be linked to an authentication tab or page in an application. After authentication of the caller, the system can direct the application to cause a tab or page associated with the subject matter of the call to be displayed on the qualified device.

Claims

1. A computerized method comprising:

receiving, by an interactive voice response (“

IVR”

) system, a call from a device associated with a caller;

requesting, from the caller, an indication of a subject matter of the call;

determining, by a computing system, whether the device is a qualified device, wherein the device is the qualified device when an application associated with the IVR system has been downloaded on the device for a defined period of time;

in response to the device being the qualified device;

sending, by the computing system, a request for authentication credentials in a push notification to the device, wherein the push notification contains a link to an authentication tab in the application;

sending, by the computing system, the authentication credentials to a second device associated with the caller;

authenticating the caller via the authentication tab in response to receiving the authentication credentials via the authentication tab in the application;

determining, based on the subject matter of the call, a second tab associated with the subject matter of the call in the application to assist the caller with the subject matter of the call; and

causing the second tab in the application to be displayed on the device.

2. The computerized method of claim 1, wherein authenticating the caller comprises:

receiving the authentication credentials through the application; and

verifying the authentication credentials.

3. The computerized method of claim 1, wherein authenticating the caller comprises:

receiving the authentication credentials through the application;

verifying the authentication credentials;

determining a location of the device; and

verifying that the location is an acceptable location, wherein the acceptable location is defined by a set of rules for the caller.

4. The computerized method of claim 1, wherein the second tab associated with the subject matter of the call is indicated in the push notification.

5. The computerized method of claim 1, wherein the authentication tab comprises a disclosure relating to the subject matter, wherein the request for the authentication credentials is located after the disclosure.

14. The computerized method of claim 1, further comprising:

transferring the call to a representative;

analyzing a conversation between the representative and the caller; and

determining the subject matter of the call based on the indication of the subject matter of the call and the conversation between the representative and the caller.

15. The computerized method of claim 14, wherein the second tab in the application is displayed on the device during the conversation between the caller and the representative.

16. The computerized method of claim 1, wherein the second tab associated with the subject matter of the call is indicated in the push notification.

6. A system comprising:

an interactive voice response system configured to;

receive a call from a device associated with a caller;

request, from the caller, an indication of a subject matter of the call;

an authentication platform comprising;

one or more processors; and

a computer readable storage medium having instructions stored thereon, which when executed by the one or more processors cause the authentication platform to;

determine whether the device is a qualified device, wherein the device is the qualified device when an application associated with the IVR system has been downloaded on the device for a defined period of time;

in response to the device being the qualified device;

send a request for authentication credentials in a push notification to the device, wherein the push notification contains a link to an authentication tab in the application;

send the authentication credentials to a second device associated with the caller;

authenticate the caller via the authentication tab in response to receiving the authentication credentials via the authentication tab in the application;

determine, based on the subject matter of the call, a second tab in the application associated with the subject matter of the call to assist the caller with the subject matter of the call; and

cause the second tab in the application to be displayed on the device.

7. The system of claim 6, wherein the instructions which when executed by the one or more processors cause the authentication platform to authenticate the caller further cause the authentication platform to:

receive the authentication credentials through the application; and

verify the authentication credentials.

8. The system of claim 6, wherein the instructions which when executed by the one or more processors cause the authentication platform to authenticate the caller further cause the platform to:

receive the authentication credentials through the application;

verify the authentication credentials;

determine a location of the device; and

verify that the location is an acceptable location, wherein the acceptable location is defined by a set of rules for the caller.

9. The system of claim 6, wherein the call is transferred from the interactive voice response system to a representative, wherein the subject matter is further determined based on a conversation between the caller and the representative.

10. The system of claim 6, wherein the push notification includes an indication of the second tab associated with the subject matter of the call.

11. The system of claim 6, wherein the authentication tab comprises a disclosure relating to the subject matter, wherein the request for the authentication credentials is located after the disclosure.

12. A non-transitory machine-readable medium having machine executable instructions stored thereon that, when executed by one or more processors, direct the one or more processors to perform a method comprising:

receiving, by an interactive voice response (“

IVR”

) system, a call from a device associated with a caller;

requesting, from the caller, an indication of a subject matter of the call;

determining, by a computing system, whether the device is a qualified device, wherein the device is the qualified device when an application associated with the IVR system has been downloaded on the device for a defined period of time;

in response to the device being the qualified device;

sending, by the computing system, a request for authentication credentials in a push notification to the device, wherein the push notification contains a link to an authentication tab in the application;

sending, by the computing system, the authentication credentials to a second device associated with the caller;

authenticating the caller via the authentication tab in response to receiving the authentication credentials via the authentication tab in the application;

determining, based on the subject matter of the call, a second tab in the application to assist the caller with the subject matter of the call; and

causing the second tab in the application to be displayed on the device.

13. The non-transitory machine-readable medium of claim 12, wherein the call is transferred from the IVR system to a representative, wherein the subject matter is further determined based on a conversation between the caller and the representative.

17. The non-transitory machine-readable medium of claim 13, wherein the second tab in the application is displayed on the device during the conversation between the caller and the representative.

18. The non-transitory machine-readable medium of claim 12, wherein the second tab associated with the subject matter of the call is indicated in the push notification.