SYSTEM AND METHOD FOR PROVIDING CHAT-BASED CUSTOMER CALLBACKS

• US 20180376003A1
• Filed: 08/08/2018
• Published: 12/27/2018
• Est. Priority Date: 01/28/2009
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: Virtual Hold Technology Solutions, LLC
• Inventors: Shinseki, Kevin
• Granted Patent: US 11,012,568 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.

Claims

1. A system for providing chat-based customer callbacks, comprising:

a callback application server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to;

transmit an interactive prompt to a chat session, the prompt comprising an option for a user to request a callback;

receive a callback request from the chat session, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, the callback request further comprising an indicia of when a callback should be made; and

direct the callback request to an interaction manager; and

an interaction manager comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to;

determine callback availability for agents in a contact center, the callback availability being based on the status of a current interaction queue at the contact center and the indicia of when a callback should be made;

select an agent to be used for the callback, the agent being selected based on the determined availability; and

direct a session management server to initiate a callback; and

a session management server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to;

perform a callback at a specified time and using a specified agent.

2. The system of claim 1, wherein the interactive prompt comprises a link to a callback request form.

3. The system of claim 1, wherein the interactive prompt comprises an option to select a desired callback time from a list of available callback times, the list of available callback times being based at least in part on the determined callback availability.

4. The system of claim 1, wherein the callback request comprises customer contact information.

5. The system of claim 1, wherein the chat session comprises a virtual assistant service.

6. The system of claim 5, wherein the virtual assistant is a chat bot.

7. The system of claim 1, wherein the chat session comprises a human contact center agent.

8. A method for providing chat-based customer callbacks, comprising the steps of:

transmitting, using a callback application server, an interactive prompt to a chat session, the interactive prompt comprising an option to request a callback;

receiving a callback request from the chat session, the callback request comprising an indicia of when a callback should be made;

determining, using an interaction manager, callback availability for agents in a contact center, the callback availability being based on the status of a current interaction queue at the contact center and the indicia of when a callback should be made;

selecting an agent to be used for the callback, the agent being selected based on the determined availability; and

performing a callback using a session management server at a specified time and using a specified agent.

9. The method of claim 8, wherein the interactive prompt comprises a link to a callback request form.

10. The method of claim 8, wherein the interactive prompt comprises an option to select a desired callback time from a list of available callback times, the list of available callback times being based at least in part on the determined callback availability.

11. The method of claim 8, wherein the callback request comprises customer contact information.

12. The method of claim 8, wherein the chat session comprises a virtual assistant service.

13. The method of claim 12, wherein the virtual assistant is a chat bot.

14. The method of claim 8, wherein the chat session comprises a human contact center agent.