Call center call-back push notifications

• US 9,516,126 B1
• Filed: 02/03/2016
• Issued: 12/06/2016
• 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, Nandanuru, Prasanth, Arln, Pavan Kumar, Yevanna, Yejjala
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/014,702
• Time in Patent Office: 307 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 system including a call center, the system comprising:

an interactive voice recognition (IVR) system including at least one processor and memory encoding instructions that, when executed by the at least one processor, cause the at least one processor to;

receive, from a caller device, caller identification information and a specification of a language spoken by a caller;

receive, from the caller device, an inquiry;

send, to the caller device, a wait time and an option for enrolling in a push notification, wherein the push notification is based in part on an availability of an agent who can understand the specified language; and

receive, from the caller device, an indication to enroll in the push notification; and

a server computing device configured to;

generate message including information comprising;

the caller identification information, the specified language, the inquiry, contextual information associated with the inquiry, and call information, wherein the call information comprises one or more of;

caller availability information, and caller preferred contact information;

based on the caller availability information and the availability of the agent, send the push notification to the caller device for connecting the caller device to the agent, the push notification including the message; and

send the message to a device of the agent.

2. The system of claim 1, wherein the server computing device is further configured to:

identify the agent for answering the inquiry, wherein the agent can understand the specified language; and

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

3. The system of claim 2, wherein the wait time is determined based at least in part on the inquiry and the availability of the agent who can understand the specified language.

4. The system of claim 1, 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.

5. The system of claim 1, wherein the server computing device is further configured to generate, at an agent computing device, a screen including at least one of:

the caller identification information, the specified language, the inquiry, and information related to the inquiry.

6. The system of claim 1, wherein the IVR system is further configured to receive, from the caller device, a device phone number.

7. The system of claim 1, wherein the message is an encrypted token.

8. 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 and a specification of a language spoken by a caller;

receiving, from the caller device, an inquiry;

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

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

caller availability information, and caller preferred contact information;

generating a message including information comprising;

the caller identification information, the specified language, the call information, the inquiry, and contextual information associated with the inquiry; and

based on the availability of the agent and the information provided in the message, sending the push notification to the caller device for connecting the caller device to the agent.

9. The non-transitory computer-readable medium of claim 8 further comprising:

determining a wait time corresponding to a period of time between the identification of the agent who can speak the specified language and a time at which the agent is available;

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

receiving, from the caller device, an indication to enroll in receiving the push notification.

10. The non-transitory computer-readable medium of claim 9, wherein the step of identifying an agent further comprises:

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

identifying, within the department, at least one agent who can speak the specified language.

11. The non-transitory computer-readable medium of claim 8, wherein the push notification comprises a link that directly connects the caller with the agent.

12. The non-transitory computer-readable medium of claim 8, further comprising receiving, at an agent computing device, the caller identification information, the specified language, the inquiry, and information related to the inquiry.