Systems and methods for providing personalized proactive interaction

US10664868B2 · kind B2 · utility

Assignee

• FIVE9, INC. · US

Inventors

• Danny Hsiang-Kuo Wang · Dublin, US
• James J. Hickey · San Jose, US
• Ilya A. Harahap · San Jose, US
• John D'Amour · Sunnyvale, US
• Piotr K. Chojnowski · Sunnyvale, US
• Gaurav Passi · San Ramon, US

Key dates

• Filing date: Jul 26, 2017
• Grant date: May 26, 2020
• Expiry date: May 14, 2038

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04L51/046
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.