Prompt feature to leave voicemail for appropriate attribute-based call back to customers
US11405506B2 · kind B2 · utility
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8References
20Claims
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Key dates
| Filing date | Jun 29, 2020 |
| Grant date | Aug 2, 2022 |
| Priority date | — |
| Expiry date | Jun 29, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.