Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
First Claim
1. A method comprising:
- receiving, by a computing system, form information corresponding to one or more fields of a customer service form for a customer service transaction with a service provider, wherein the form information is received from a user via a first type of communication channel;
detecting, by the computing system, an interruption in receiving the form information via the first type of communication channel;
in response to the detecting, the computing system storing the form information that has been received for the customer service transaction; and
in response to determining that the user is in communication with the service provider via a second, different type of communication channel, the computing system;
determining one or more empty fields corresponding to the stored form information for the customer service transaction; and
causing a request for information to populate the one or more empty fields to be sent to the user via the second type of communication channel; and
the computing system receiving information to populate at least one of the one or more empty fields, wherein the information is received from the user via the second type of communication channel in response to the request;
wherein the first type of communication channel is an Internet channel, and wherein the second type of communication channel is a telephone channel.
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Accused Products
Abstract
A system for providing state awareness across communication channels and statefully transitioning a user between a source channel and a destination channel is disclosed. The method may comprise storing a unique identifier associated with the user and data associated with the user, retrieving the data associated with the user based upon the user identifier and in response to the user entering the destination channel that is different from the source channel, and populating the data associated with the user in the destination channel. The destination channel may comprise a display of a customer service representative, and the populating may occur automatically. Furthermore, the method may comprise placing a call to a telephone number associated with the user in response to at least one of: the user answering a requisite number of questions in the source channel and the user requesting a transition to a voice destination channel.
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Citations
20 Claims
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1. A method comprising:
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receiving, by a computing system, form information corresponding to one or more fields of a customer service form for a customer service transaction with a service provider, wherein the form information is received from a user via a first type of communication channel; detecting, by the computing system, an interruption in receiving the form information via the first type of communication channel; in response to the detecting, the computing system storing the form information that has been received for the customer service transaction; and in response to determining that the user is in communication with the service provider via a second, different type of communication channel, the computing system; determining one or more empty fields corresponding to the stored form information for the customer service transaction; and causing a request for information to populate the one or more empty fields to be sent to the user via the second type of communication channel; and the computing system receiving information to populate at least one of the one or more empty fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is an Internet channel, and wherein the second type of communication channel is a telephone channel. - View Dependent Claims (2, 3, 4, 5)
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6. A system, comprising:
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one or more processors; and a memory having stored thereon program instructions that are executable by the one or more processors to cause the system to perform operations comprising; receiving form information corresponding to one or more of a plurality of fields of a customer service form associated with a service provider, wherein the form information is received from a user via a first type of communication channel, and wherein the form information includes less than an entirety of entries for the plurality of fields included in the customer service form; detecting an interruption in receiving the form information via the first type of communication channel; in response to the detecting, storing the form information that has been received; determining that the user is in communication with the service provider via a second type of communication channel and that one or more fields in the stored form information are incomplete; causing a request for information corresponding to the one or more incomplete fields to be sent to the user via the second type of communication channel; and receiving information to populate at least one of the one or more incomplete fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is an Internet channel, and wherein the second type of communication channel is a telephone channel. - View Dependent Claims (7, 8, 9, 10)
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11. A non-transitory computer-readable storage medium having instructions stored thereon that are executable by a computing device to perform operations comprising:
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receiving form information corresponding to a customer service form associated with a service provider, wherein the form information is received from a user via a first type of communication channel; detecting an interruption in receiving the form information via the first type of communication channel; based on the detecting, storing the form information that has been received; determining that the user is in communication with the service provider via a second type of communication channel; determining one or more incomplete fields in the stored form information; causing a request for information corresponding to the incomplete fields to be sent to the user via the second type of communication channel; and receiving information to populate at least one of the one or more incomplete fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is an Internet channel, and wherein the second type of communication channel is a telephone channel. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A method comprising:
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receiving, by a computing system, form information corresponding to one or more fields of a customer service form for a customer service transaction with a service provider, wherein the form information is received from a user via a first type of communication channel; detecting, by the computing system, an interruption in receiving the form information via the first type of communication channel; in response to the detecting, the computing system storing the form information that has been received for the customer service transaction; and in response to determining that the user is in communication with the service provider via a second, different type of communication channel, the computing system; determining one or more empty fields corresponding to the stored form information for the customer service transaction; and causing a request for information to populate the one or more empty fields to be sent to the user via the second type of communication channel; and the computing system receiving information to populate at least one of the one or more empty fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is a website page and the second type of communication channel is a chat channel. - View Dependent Claims (18)
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19. A system, comprising:
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one or more processors; and a memory having stored thereon program instructions that are executable by the one or more processors to cause the system to perform operations comprising; receiving form information corresponding to one or more of a plurality of fields of a customer service form associated with a service provider, wherein the form information is received from a user via a first type of communication channel, and wherein the form information includes less than an entirety of entries for the plurality of fields included in the customer service form; detecting an interruption in receiving the form information via the first type of communication channel; in response to the detecting, storing the form information that has been received; determining that the user is in communication with the service provider via a second type of communication channel and that one or more fields in the stored form information are incomplete; causing a request for information corresponding to the one or more incomplete fields to be sent to the user via the second type of communication channel; and receiving information to populate at least one of the one or more incomplete fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is a website page and the second type of communication channel is a chat channel.
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20. A non-transitory computer-readable storage medium having instructions stored thereon that are executable by a computing device to perform operations comprising:
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receiving form information corresponding to a customer service form associated with a service provider, wherein the form information is received from a user via a first type of communication channel; detecting an interruption in receiving the form information via the first type of communication channel; based on the detecting, storing the form information that has been received; determining that the user is in communication with the service provider via a second type of communication channel; determining one or more incomplete fields in the stored form information; causing a request for information corresponding to the incomplete fields to be sent to the user via the second type of communication channel; and receiving information to populate at least one of the one or more incomplete fields, wherein the information is received from the user via the second type of communication channel in response to the request; wherein the first type of communication channel is a website page and the second type of communication channel is a chat channel.
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Specification