Systems and methods for a provider initialized real-time chat based on detection of a pattern

• US 8,787,556 B1
• Filed: 06/07/2007
• Issued: 07/22/2014
• Est. Priority Date: 06/07/2007
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Cantu, Jose J. II
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US11/759,724
• Time in Patent Office: 2,602 Days
• Field of Search: 379/265.02, 379/265.09, 379/265.11, 379/265.01, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.1, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 379/266.08
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: H04L 51/10 Multimedia information
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

In one example, a method provides at least one service to a web-enabled user by detecting a stalled web session related to the user accessing the at least one service and providing a stall alert to a computer telephony interface, the stall alert based on the stalled web session. In response to the stall alert, the method includes using a computer telephony interface to automatically query availability of an agent. If the query determines an agent is available, the method includes automatically communicating instructions from a real-time chat module in communication with the computer telephony interface to a computing device operated by the user, the instructions to initialize a real-time chat application executed on the computing device. The method includes providing the agent with outbound call specifications related to the user and disabling the stall alert when the stalled web session is no longer detected.

Claims

1. A method of providing at least one service to a user that is web-enabled by at least one computing device with a processor and a memory for storing executable instructions that are executable by the processor, the method comprising:

detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user;

identifying the future need the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database;

providing an alert to a computer telephony interface (CTI) in response to the pattern of use;

communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device;

in response to the alert, automatically querying availability of an agent using the CTI; and

if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user.

2. The method of claim 1, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI.

3. The method of claim 1, further comprising:

sending a voice communication invitation prior to initializing a voice communication network between the agent and the user;

detecting a user response to the voice communication invitation; and

wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication.

4. The method of claim 1, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user'"'"'s interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert.

5. The method of claim 4, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

6. The method of claim 1, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI.

7. The method of claim 6, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.

8. A non-transitory computer-readable medium having stored there-on computer-executable instructions for implementing a computer-based method, the method for providing at least one service to a user that is web-enabled comprising:

detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user;

identifying the future need of the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database;

providing an alert to a computer telephony interface (CTI) in response to the pattern of use;

communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device;

in response to the alert, automatically querying availability of an agent using the CTI; and

if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user.

9. The computer-readable medium of claim 8, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI.

10. The computer-readable medium of claim 8, further comprising:

sending a voice communication invitation prior to initializing a voice communication network between the agent and the user;

detecting a user response to the voice communication invitation; and

wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication.

11. The computer-readable medium of claim 8, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user'"'"'s interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert.

12. The computer-readable medium of claim 11, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

13. The computer-readable medium of claim 8, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI.

14. The computer-readable medium of claim 13, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.

15. A system for providing at least one service to a user that is web-enabled, wherein the system includes at least one computer having a computer processor and computer-readable instructions stored on a computer-readable medium and executable by the computer processor to provide at least one service to a user that is web-enabled, the system comprising at least one subsystem for:

detecting a pattern of use related to the user accessing the at least one service that identifies a future need of the user;

identifying the future need of the user by matching the pattern of use related to the user accessing the at least one service to the future need of the user in a relational database;

providing an alert to a computer telephony interface (CTI) in response to the pattern of use;

communicating instructions from the CTI to a computing device operated by the user in response to the alert, the instructions to initialize a real-time chat application executed on the computing device;

in response to the alert, automatically querying availability of an agent using the CTI; and

if the query determines an agent is available, automatically initializing an outbound call from the agent to the user to offer the user a new product based on the future need of the user.

16. The system of claim 15, wherein the service is at least partially administered by a first web-server, with the first web-server including a pattern detection application, and wherein the first web-server provides the alert to the CTI.

17. The system of claim 15, further comprising:

sending a voice communication invitation prior to initializing a voice communication network between the agent and the user;

detecting a user response to the voice communication invitation; and

wherein automatically initializing a voice communication network between the agent and the occurs only if the user response indicates to initialize such a voice communication.

18. The system of claim 15, wherein the computing device operated by the user includes a pattern detection application and detecting the pattern relating the user'"'"'s interaction with the web-based service includes operating the pattern detection application to detect the pattern and to provide the alert.

19. The system of claim 18, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

20. The system of claim 15, wherein the outbound call is transported by a packet switched telephone network (PSTN) coupled to the CTI.

21. The system of claim 20, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.