Intelligent electronic communications

• US 8,553,858 B2
• Filed: 03/04/2011
• Issued: 10/08/2013
• Est. Priority Date: 10/14/2005
• Status: Active Grant

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Inventors: Cooper, Robert M.
• Primary Examiner(s): Ramakrishnaiah, Melur
• Application Number:
  US13/041,272
• Publication Number:
  US 20110206193A1
• Time in Patent Office: 949 Days
• Field of Search: 379/90.01, 379/93.09, 379/265.01, 379/265.08, 379/265.1, 379/265.12, 379/165.13, 379/266.07, 379/266.08, 379/93.12, 705/1, 705/14, 455/566
• US Class Current: 379/93.09
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

Establishing a telephone call includes enabling display of a visual indicator of a call destination entity and detecting selection by a user of the visual indicator. The availability of the user to receive a first telephone call is determined. Voice communications between the call destination entity and the user are established in response to detection of the selection by the user of the visual indicator and conditioned on the user being determined to be available to receive the first telephone call. Establishing voice communications includes enabling placement of the first telephone call to the user to establish a first PSTN link with the user and enabling a voice communications link to be setup with the call destination entity.

Claims

1. A computer-implemented method comprising:

accessing an electronic communication history associated with a user;

determining, using one or more processors, a predictive trait associated with the user by analyzing the electronic communication history to determine a pattern of electronic communication behavior associated with the user, wherein the pattern of electronic communication behavior is determined to be predictive of the user'"'"'s future electronic communication behavior;

providing a visual indicator with an appearance based on the determined predictive trait, wherein the visual indicator is associated with a call destination entity;

receiving an indication of a selection, by the user, of the visual indicator;

determining whether the user is available for an electronic communication; and

establishing an electronic communication between the call destination entity and the user.

2. The computer-implemented method of claim 1, wherein the visual indicator is an advertisement associated with the call destination entity.

3. The computer-implemented method of claim 1, wherein the visual indicator is selected in accordance with business rules of a customer loyalty program.

4. The computer-implemented method of claim 1, wherein the visual indicator is associated with a complimentary product available to the user.

5. The computer-implemented method of claim 1, further comprising receiving confirmation from the user of the user'"'"'s interest in establishing the electronic communication with the call destination entity.

6. The computer-implemented method of claim 1, wherein establishing the electronic communication comprises:

placing a telephone call to the user;

establishing a voice communications link with the call destination entity; and

bridging the telephone call with the voice communications link.

7. The computer-implemented method of claim 1, further comprising receiving, from the call destination entity, a voice message for the user.

8. The computer-implemented method of claim 1, wherein providing the visual indicator comprises integrating the visual indicator into an instant messaging user interface.

9. The computer-implemented method of claim 1, wherein the destination entity is selected from a listing of a plurality of call destination entities.

10. The computer-implemented method of claim 1, wherein establishing the electronic communication comprises initiating a phone call from the user to the call destination entity.

11. A computer-based system comprising one or more processors and one or more non-transitory storage media storing a plurality of instructions that, when executed, cause the one or more processors to perform steps comprising:

accessing an electronic communication history associated with a user;

determining a predictive trait associated with the user by analyzing the electronic communication history to determine a pattern of electronic communication behavior associated with the user, wherein the pattern of electronic communication behavior is determined to be predictive of the user'"'"'s future electronic communication behavior;

providing a visual indicator with an appearance based on the determined predictive trait, wherein the visual indicator is associated with a call destination entity;

receiving an indication of a selection, by the user, of the visual indicator;

determining whether the user is available for an electronic communication; and

establishing an electronic communication between the call destination entity and the user.

12. The computer-based system of claim 11, wherein the visual indicator is an advertisement associated with the call destination entity.

13. The computer-based system of claim 11, wherein the visual indicator is selected in accordance with business rules of a customer loyalty program.

14. The computer-based system of claim 11, wherein the visual indicator is associated with a complimentary product available to the user.

15. The computer-based system of claim 11, the steps further comprising receiving confirmation from the user of the user'"'"'s interest in establishing the electronic communication with the call destination entity.

16. The computer-based system of claim 11, the steps further comprising:

placing a telephone call to the user;

establishing a voice communications link with the call destination entity; and

bridging the telephone call with the voice communications link.

17. The computer-based system of claim 11, the steps further comprising receiving, from the call destination entity, a voice message for the user.

18. The computer-based system of claim 11, wherein providing the visual indicator comprises integrating the visual indicator into an instant messaging user interface.

20. The computer-based system of claim 11, wherein establishing the electronic communication comprises initiating a phone call from the user to the call destination entity.

19. The computer-based system of claim, wherein the visual indicator is associated with a listing of a plurality of call destination entities.