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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
First Claim
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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.

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