Systems and methods for optimal channel selection

US11337133B1 · kind B1 · utility

Assignee

• InContact Inc. · US

Inventors

• Salil Dhawan · Pune, IN
• Ashish Seth · Los Altos, US
• Sebastien Roland Mancel · Danville, US
• Tushar Deshmukh · Pune, IN
• Deepak Tiwari · Kanchinakote, IN
• Saiprasad Vyawahare · Kalamnuri, IN
• Omkar Shrihari Joglekar · Pune, IN
• Mukesh Kumar Agarwal · Pune, IN
• Rahul Vyas · Gothan, IN

Key dates

• Filing date: Feb 8, 2021
• Grant date: May 17, 2022
• Expiry date: Feb 8, 2041

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04L43/16
• WIPO field: Digital communication
• WIPO sector: Electrical engineering

Abstract

Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.