Call center call-back push notifications

• US 9,288,324 B2
• Filed: 08/18/2014
• Issued: 03/15/2016
• Est. Priority Date: 08/18/2014
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Montenegro, Dennis Emmanuel, Yevanna, Yejjala, Nandanuru, Prasanth, Arln, Pavan Kumar
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US14/461,856
• Publication Number:
  US 20160050320A1
• Time in Patent Office: 575 Days
• Field of Search: 379/265.09, 379/265.11, 379/265.05, 379/266.06, 379/207.15, 379/207.13, 379/201.01, 379/265.01, 379/242
• US Class Current: 1/1
• CPC Class Codes: H04L 67/55 Push-based network services
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry.

Claims

1. A method for creating a push notification at a call center using a server computing device, the method comprising:

receiving a call from a caller device;

receiving, from the caller device, caller identification information;

receiving, from the caller device, an inquiry;

sending, to the caller device, an option to enroll in a push notification, wherein sending the option is based in part on an availability of an agent;

based on a response to enroll in push notifications, receiving, from the caller device, call information, wherein call information comprises one or more of;

caller availability information, and caller preferred contact information;

generating an encrypted token including the caller identification information, the call information, the inquiry, and contextual information associated with the inquiry; and

based on the caller availability information and an availability of the agent, sending the push notification to the caller device for connecting the caller device to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information and the contextual information associated with the inquiry from the encrypted token when the agent addresses the inquiry.

2. The method of claim 1 further comprising:

identifying the agent based at least in part on the inquiry;

determining a wait time corresponding to a period of time between the identification of the agent and when the agent is available;

sending, to the caller device, the wait time and an option for receiving a push notification; and

receiving, from the caller device, a message to enroll in receiving the push notification.

3. The method of claim 2, wherein the step of identifying the agent further comprises:

determining, based at least in part on the inquiry, a department having at least one agent for answering an inquiry; and

identifying one or more of agents within the department.

4. The method of claim 2, further comprising receiving, from the caller device, a device phone number.

5. The method of claim 2, further comprising receiving, from the caller device, a language preference.

6. The method of claim 1, wherein the push notification comprises a link that directly connects the caller with the agent.

7. The method of claim 1, wherein the push notification comprises a text message, the text message including a link that directly connects the caller with the agent.

8. The method of claim 1 further comprising receiving, at an agent computing device, the caller identification information, the inquiry, and information related to the inquiry.

9. A call center, comprising:

an interactive voice recognition (IVR) system configured to;

receive, from a caller device, caller identification information;

receive, from the caller device, an inquiry;

send, to the caller device, a wait time and an option for receiving a push notification; and

receive, from the caller device, a message to enroll in receiving the push notification; and

a server computing device configured to;

generate an encrypted token including the caller identification information, the inquiry, contextual information associated with the inquiry, and call information, wherein call information comprises one or more of;

caller availability information, and caller preferred contact information;

based on the caller availability information and an availability of the agent, send a push notification to the caller device for connecting the caller device to the agent, the push notification including the encrypted token; and

send the encrypted token to an agent device associated with the agent, wherein, when the agent addresses the inquiry, the agent uses the caller identification information and the contextual information associated with the inquiry from the encrypted token.

10. The system of claim 9, wherein the server computing device is further configured to:

identify the agent for answering the inquiry; and

determine a wait time corresponding to a period of time between the identification of the agent and when the agent is available.

11. The system of claim 10, wherein the wait time is determined based at least in part on the inquiry and the availability of the agent.

12. The system of claim 9, wherein the push notification further comprises a link and a time frame indicating when the link expires, wherein the link directly connects the caller with the agent.

13. The system of claim 9, wherein the server computing device is further configured to generate, at an agent computing device, a screen including the caller identification information, the inquiry, and information related to the inquiry.

14. The system of claim 9, wherein the IVR system is further configured to receive, from the caller device, a device phone number.

15. The system of claim 9, wherein the IVR system is further configured to receive, from the caller device, a language preference.

16. A non-transitory computer-readable medium that stores a set of instructions, which, when executed by a processor performs a method for creating a push notification at a call center, the method executed by the set of instructions comprising:

receiving a call from a caller device;

receiving, from the caller device, caller identification information;

receiving, from the caller device, an inquiry;

sending, to the caller device, an option to enroll in push notifications, wherein sending the option is based in part on an availability of an agent;

based on a response to enroll in push notifications, receiving, from the caller device, call information, wherein call information comprises one or more of;

caller availability information, and caller preferred contact information;

generating an encrypted token including the caller identification information, the call information, the inquiry, and contextual information associated with the inquiry; and

based on the caller availability information and an availability of the agent, sending the push notification to the caller device for connecting the caller device to the agent, the push notification including the encrypted token and wherein, when the agent addresses the inquiry, the agent uses the caller identification information and the contextual information associated with the inquiry from the encrypted token.

17. The non-transitory computer-readable medium of claim 16 further comprising:

identifying the agent based at least in part on the inquiry;

determining a wait time corresponding to a period of time between the identification of the agent and when the agent is available;

sending, to the caller device, the wait time and an option for receiving a push notification; and

receiving, from the caller device, a message to enroll in receiving the push notification.

18. The non-transitory computer-readable medium of claim 17, wherein the step of identifying an agent further comprises:

determining, based at least in part on the inquiry, a department having at least one agent for answering an inquiry; and

identifying one or more agents within the department.

19. The non-transitory computer-readable medium of claim 16,

wherein the push notification comprises a link that directly connects the caller with the agent.

20. The non-transitory computer-readable medium of claim 16 further comprising receiving, at an agent computing device, the caller identification information, the inquiry, and information related to the inquiry.