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

• US 9,356,897 B1
• Filed: 06/23/2014
• Issued: 05/31/2016
• 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:
  US14/311,584
• Time in Patent Office: 708 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: 1/1
• 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 computer-implemented method for providing at least one service to a user that is web-enabled, the method comprising:

detecting, by a computer, a pattern of use related to the user accessing the at least one service;

matching, by the computer, the pattern of use related to the user accessing the at least one service to the user in a database;

automatically querying availability of an agent operating a computer executing a computer telephony interface (CTI) application in response to identifying the pattern of use of the user requesting the at least one service; and

communicating, by the computer, instructions to a computing device operated by the user in response to identifying the pattern of use, the instructions containing an invitation for the computing device of the user to initialize a real-time chat application to be executed on the computing device; and

automatically initializing, by the computer, a voice communication networked connection between the computer of the agent and computing device of the user, upon receiving a request for the voice communication networked connection in response to the real-time chat invitation.

2. The method of claim 1, further comprising:

detecting a user response to the real-time chat invitation.

3. 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.

4. The method of claim 1, wherein detecting the pattern of use further comprises receiving an indicator of a user interaction with the at least one service from a pattern detection application associated with the computing device operated by the user to detect the pattern of use.

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

6. A computer-implemented method for providing at least one service to a user that is web-enabled, the method comprising:

detecting, by a computer, a pattern of use related to the user accessing the at least one service;

matching, by the computer, the pattern of use related to the user accessing the at least one service to the user in a database;

automatically querying availability of an agent operating a computer executing a computer telephony interface (CTI) application in response to identifying the pattern of use of the user requesting the at least one service; and

when the query determines an agent is available, sending a voice communication invitation to the user; and

automatically initializing an outbound call by the CTI application from the computer of the agent to a computing device of the user based upon a user response received from the user.

7. The method of claim 6, further comprising:

detecting the user response to the voice communication invitation; and

upon receiving a request for a call with the agent in the user response to the voice communication invitation, automatically initializing a voice communication network between the agent and the user.

8. The method of claim 6, further comprising:

detecting the user response to the voice communication invitation; and

upon receiving a request for a real-time chat with the agent in the user response to the voice communication invitation, automatically initializing a real-time chat application between the agent and the user.

9. The method of claim 6, 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 method of claim 6, wherein detecting the pattern of use further comprises receiving an indicator of an interaction with the at least one service from a pattern detection application associated with the computing device of the user to detect the pattern of use.

11. The method of claim 10, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

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

13. The method of claim 12, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.

14. A system for processing at least one service to a user that is web-enabled, the system comprising:

one or more processors programmed by computer program instructions to;

detect a pattern of use related to the user accessing the at least one service;

matching the pattern of use related to the user accessing the at least one service to the user in a database;

automatically querying availability of an agent operating a computer executing a computer telephony interface (CTI) application in response to identifying the pattern of use of the user requesting the at least one service; and

communicate instructions to a computing device operated by the user in response to identifying the pattern of use, the instructions containing an invitation for a computing device of the user to initialize a real-time chat application to be executed on the computing device; and

automatically initialize a voice communication networked connection between the computer of the agent and the computing device of the user, upon receiving a request for the voice communication networked connection in response to the real-time chat invitation.

15. The system of claim 14, wherein the processor is further configured to:

detect a user response to the real-time chat invitation.

16. The system of claim 14, 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 14, detecting the pattern of use further comprises receiving an indicator of an interaction with the at least one service from a pattern detection application associated with the computing device operated by the user to detect the pattern of use.

18. The system of claim 17, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

19. A system for processing at least one service to a user that is web-enabled, the system comprising:

one or more processors programmed by computer program instructions to;

detect a pattern of use related to the user accessing the at least one service, according to the at least one service accessed by the user indicated by a database that identifies each of the at least one service accessed by the user;

automatically query availability of an agent operating a computer executing a computer telephony interface (CTI) application in response to identifying the pattern of the user of the user requesting the at least one service; and

when the query determines an agent is available, send a voice communication invitation to the user; and

automatically initialize an outbound call from the CTI application executed by the computer of the agent to a computing device of the user based upon a user response received from the computing device of the user.

20. The system of claim 19, wherein the processor is further configured to:

detect the user response to the voice communication invitation; and

upon receiving a request for a call with the agent in the user response to the voice communication invitation, automatically initializing a voice communication network between the agent and the user.

21. The system of claim 19, wherein the processor is further configured to:

detect the user response to the voice communication invitation; and

upon receiving a request for a real-time chat with the agent in the user response to the voice communication invitation, automatically initializing a real-time chat application between the agent and the user.

22. The system of claim 19, 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.

23. The system of claim 19, wherein the one or more processors are further programmed to detect the pattern of use based upon receiving an indicator of an interaction with each of the at least one service received from a pattern detection application executed by the computing device of the user to detect the pattern of use.

24. The system of claim 23, wherein recognizing a pattern includes detecting a stalled web session related to the at least one service.

25. The system of claim 19, wherein the outbound call is transported packet switched telephone network (PSTN) coupled to the CTI.

26. The system of claim 25, wherein the outbound call includes communication over a voice over internet protocol (VoIP) network.