Technologies for facilitating near real-time communication between a user device and a back-office device
US12346852B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 23, 2022 |
| Grant date | Jul 1, 2025 |
| Priority date | — |
| Expiry date | Jul 7, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5237
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method according to an embodiment includes determining a group of subject matter experts in a back office with expertise to address a question from a user of a contact center system, determining an availability of one or more of the subject matter experts via a back-office platform executed by corresponding back-office devices of the one or more subject matter experts, assigning, via the back-office platform, a communication token to a selected subject matter expert determined to be available, wherein the communication token is associated with the question from the user, monitoring, via the back-office platform, for updates to the back-office platform associated with the communication token, receiving an update from the back-office platform associated with the communication token, and transmitting, via the contact center system, a message to the user device based on an update to the communication token.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.