Method for connecting a user with an agent based on workflow stages of a workflow dynamically created using a workflow template
US10097644B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 21, 2016 |
| Grant date | Oct 9, 2018 |
| Priority date | — |
| Expiry date | Nov 11, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.