Social messaging hold and wait treatment systems
US10425363B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 10, 2016 |
| Grant date | Sep 24, 2019 |
| Priority date | — |
| Expiry date | Apr 13, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/655
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.