System and method for implementing SMS texting as a customer service channel
US10110736B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 12, 2017 |
| Grant date | Oct 23, 2018 |
| Priority date | — |
| Expiry date | Oct 12, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/21
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Embodiments of the invention are directed to the integration of SMS texting into a social media platform for providing customer service support. A method of the invention includes maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline. The method further includes receiving at the registered handler system a text message directed to the dedicated landline. The method further includes calling a routing engine for forwarding the text message to a customer service platform and receiving a response to the text message formulated at the customer service platform at the processor. The method further includes transmitting the response from the processor in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.