Systems and methods for click-to-callback

• US 8,413,058 B1
• Filed: 08/21/2007
• Issued: 04/02/2013
• Est. Priority Date: 08/21/2007
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Billman, Bradly Jay, Kossow, Kevin Anthony, Buentello, Andre Rene, Davalath, Nataraj, Lewis, Gregory Neal
• Primary Examiner(s): Rinehart, Mark
• Assistant Examiner(s): STITT, ERIK V
• Application Number:
  US11/842,498
• Time in Patent Office: 2,051 Days
• Field of Search: 715/745, 715/764, 715/810
• US Class Current: 715/745
• 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 to place a callback, said computer-readable instructions comprising instructions for:

determining whether a callback request icon should be displayed on a page of content being accessed by a user, wherein determining whether the callback request icon should be displayed includes;

assigning a weighting factor to each of a plurality of rules and circumstances, wherein the circumstances include a time the user accesses the page of content;

adding the weighting factors to define a weighting score; and

making a determination based on whether the weighting score exceeds a predetermined value;

in response to determining that the callback request icon should be displayed;

displaying the callback request icon on the page; and

providing a number selection window, including known phone numbers associated with the user, for the user to select a callback number; and

in response to determining that the callback request icon should not be displayed, sending an alert to a company and storing the alert, wherein the alert includes the circumstances and the weighting score.

2. The computer-readable storage medium of claim 1, further comprising instructions for displaying the page prior to determining whether the callback request icon should be displayed.

3. The computer-readable storage medium of claim 1, wherein determining whether the callback request icon should be displayed comprises making a determination based on whether the score exceeds a threshold value associated with a user accessing the page.

4. The computer-readable storage medium of claim 3, wherein making a determination based on whether the score exceeds a threshold value comprises at least one of checking if the user has provided login information, checking if the user is a registered user, checking if the user has been on the page for at least a predetermined amount of time, or checking contextual information.

5. The computer-readable storage medium of claim 1, wherein determining whether the callback request icon should be displayed comprises making a determination based on whether the score exceeds a threshold value associated with an entity that owns the page.

6. The computer-readable storage medium of claim 5, wherein making a determination based on whether the score exceeds a threshold value comprises checking if a service representative is available to service the callback request within a predetermined amount of time.

7. A non-transitory computer-readable storage medium having computer-readable instructions to place a callback, said computer-readable instructions comprising instructions for:

receiving a callback request from a page of content being accessed by a user, wherein receiving the callback request includes;

receiving a user selection of a callback request icon displayed on the page of content pursuant to assigning a weighting factor to each of a plurality of rules and circumstances, wherein the circumstances include a time the user accesses the page of content;

adding the weighting factors to define a weighting score; and

making a determination based on whether the weighting score exceeds a predetermined value, wherein the determination includes;

sending an alert to a company and storing the alert, wherein the alert includes the circumstances and the weighting score, if the weighting score does not exceed a threshold value; and

displaying at least one previously stored phone number associated with the user in a number selection window for the user to select a callback number.

8. The computer-readable storage medium of claim 7, wherein receiving the callback request comprises receiving a user selection of a callback request icon displayed on the page of content pursuant to assigning a weighting factor based on at least one of contextual information or an availability of a service representative to service the callback request.

9. The computer-readable storage medium of claim 7, further comprising instructions for storing session data associated with the user and the page of content.

10. The computer-readable storage medium of claim 9, further comprising instructions for retrieving the at least one previously stored phone number based on the session data, prior to displaying the at least one previously stored phone number.

11. The computer-readable storage medium of claim 10, further comprising instructions for providing the callback request to a web service, and wherein the web service captures the session data and makes a call to storage to retrieve the at least one previously stored phone number.

12. The computer-readable storage medium of claim 7, further comprising instructions for providing a field for receiving at least one of an alternate phone number associated with the user or a comment from the user.

13. The computer-readable storage medium of claim 12, further comprising instructions for receiving a user selection of one of the displayed previously stored phone numbers or the alternate phone number associated with the user, and placing a call to the selected phone number.

14. A non-transitory computer-readable storage medium having computer-readable instructions to place a callback, said computer-readable instructions comprising instructions for:

receiving a callback request from a page of content being accessed by a user, wherein receiving the callback request includes;

receiving a user selection of a callback request icon displayed on the page of content pursuant to assigning a weighting factor to each of a plurality of rules and circumstances, wherein the circumstances include a time the user accesses the page of content;

adding the weighting factors to define a weighting score; and

making a determination based on whether the weighing score exceeds a predetermined value, wherein the determination includes;

sending an alert to a company and storing the alert, wherein the alert includes the circumstances and the score, if the score does not exceed a threshold value;

providing a number selection window, including known phone numbers associated with the user, for the user to select a callback number;

identifying a representative to service the callback request; and

providing stored session data associated with the user and the page of content to the representative.

15. The computer-readable storage medium of claim 14, further comprising instructions for providing an indicator to the user that the callback request is being processed.

16. The computer-readable storage medium of claim 14, wherein identifying the representative comprises identifying a representative who has previously assisted the user.

17. The computer-readable storage medium of claim 14, wherein identifying the representative is based on a queue and a skill associated with the representative.

18. The computer-readable storage medium of claim 14, further comprising instructions for analyzing the stored session data prior to identifying the representative, and then identifying the representative based on the stored session data.

19. The computer-readable storage medium of claim 14, further comprising instructions for calling the user at a previously stored phone number associated with the user.

20. The computer-readable storage medium of claim 14, further comprising instructions for initiating a co-browsing session with the user and the representative.