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Systems and methods for state awareness across communication channels and statefully transitioning between communication channels

  • US 8,572,264 B2
  • Filed: 07/15/2011
  • Issued: 10/29/2013
  • Est. Priority Date: 07/15/2011
  • Status: Expired due to Fees
First Claim
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1. A method comprising:

  • retrieving, by a computer-based system for statefully transitioning a user between a source channel and a destination channel, data associated with the user based upon a user identifier, and in response to the user entering the destination channel that is different from the source channel;

    populating, by the computer-based system, the data associated with the user in the destination channel;

    transmitting, by the computer-based system, a telephone number associated with a customer service representative to a device associated with the user, wherein the telephone number is based upon information provided by the user in the source channel;

    maintaining, by the computer-based system, a state awareness between communication channels; and

    displaying, by the computer-based system and based upon the state awareness, an estimated wait time.

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