CALL CENTER SMS-MMS LANGUAGE ROUTER

• US 20160321245A1
• Filed: 04/30/2015
• Published: 11/03/2016
• Est. Priority Date: 04/30/2015
• Status: Active Grant

• Current Assignee: HeyWire, Inc. (Salesforce.com, Inc.)
• Original Assignee: HeyWire, Inc. (Salesforce.com, Inc.)
• Inventors: Chisholm, Thomas Brett, Hunt, James, Lew, Eugene Lee
• Granted Patent: US 10,360,309 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 40/205 Parsing
• CPC Class Codes: G06F 40/263 Language identification
• CPC Class Codes: G06F 40/58 Use of machine translation, e.g. for multi-lingual retrieval, for server-side translation for client devices or for real-time translation
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2242/12 Language recognition, selection or translation arrangements
• CPC Class Codes: H04M 2250/58 including a multilanguage function
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

A method and system enables language translation and routing of Person-to-Person (P2P) messages. Customer messages are diverted to various alternate destinations in an enterprise based on the language of the messages. Enterprise alternate destinations include language capable call center customer service representatives (CSRs), language specialized call centers, and personnel in various departments in an enterprise having language skills. The CSRs and other personnel can communicate through the call centers or using data enabled devices. Information collected from the messages can be used to determine the appropriate destination.

Claims

1. A computer-implemented method for enterprise messaging, the method comprising:

determining a language capability of an enterprise call center;

provisioning at least one alternate destination comprising;

registering the at least one alternate destination in a messaging hub; and

associating the at least one alternate destination with the enterprise call center and

a language capability;

establishing a connection between the messaging hub and a message interface;

receiving a message directed to the enterprise;

determining the language of the message;

determining an alternate destination for the message; and

diverting the message to the at least one alternate destination.

2. The method of claim 1, wherein the at least one alternate destination for the message is a language translator;

and

further comprising translating the message and sending the message to a default destination.

3. The method of claim 1, wherein the at least one alternate destination is a call center and further comprising establishing a secure connection between the messaging hub and a call center interface.

4. The method of claim 1, wherein the at least one alternate destination is a data enabled device and further comprising establishing a secure IP connection between the messaging hub and the data enabled device.

5. The method of claim 1, wherein the message interface is an SMS interface including at least one of:

an SMS/MMS Gateway;

an IP messaging Gateway; and

an SMSC/MMSC.

6. The method of claim 1, wherein determining the language of the message comprises:

determining that the message is in a foreign language; and

parsing a predetermined number of words to provide input into a language database for identification of the language.

7. The method of claim 6, wherein determining that the message is in a foreign language and identifying the language comprises analyzing a character set of text in the message.

8. The method of claim 1, wherein determining an alternate destination for the message comprises:

comparing the language capability of the enterprise call center with the determined language of the message.

9. The method of claim 1, wherein determining an alternate destination for the message comprises:

determining a geographical origin of the message; and

determining the alternate destination based on the geographical origin of the message.

10. The method of claim 1, wherein the message is one of:

an SMS message; and

an MMS message.

11. A messaging hub for enterprise messaging comprising:

a server connected to an SMS interface;

a database running on the server for registering at least one data enabled device and a language capability of an enterprise call center;

an incoming message queue for storing a message; and

a diverter for directing the message to the at least one data enabled device as an alternate destination for the message.

12. The messaging hub of claim 11, wherein the diverter further comprises a message language scanner coupled to the incoming message queue.

13. A non-transitory computer readable storage medium, comprising executable instructions, which when executed by a computer, cause the computer to:

determine a language capability of call center;

provision at least one alternate destination device comprising;

registering the at least one alternate destination device in a messaging hub; and

associating the at least one alternate destination with an enterprise call center and

a language capability;

establish a connection between the messaging hub and a message interface;

receive a message directed to an enterprise;

determine the language of the message;

determine an alternate destination for the message; and

divert the message to the at least one alternate destination device.