System and method for dynamic call diversion

Patent metadata

Field	Value
Publication number	US-10171672-B2
Application number	US-201815887505-A
Country	US
Kind code	B2
Filing date	Feb 2, 2018
Priority date	Jul 29, 2015
Publication date	Jan 1, 2019
Grant date	Jan 1, 2019

Abstract

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

First claim

The invention claimed is:

1. A method, comprising:
detecting, by a processor, an interaction from a mobile device associated with a customer;
routing the interaction, by the processor, to an automated response application;
collecting, by the processor, information from the mobile device
detecting, by the processor, a criteria for invoking a mobile application, the mobile application being configured to be invoked in at least one of a plurality of states;
selecting, by the processor, a specific state from the plurality of states based on the collected information;
sending, by the processor, a link to connect the mobile device to a mobile application, wherein the link is for invoking the mobile application in the selected specific state, wherein the selected specific state is for maintaining context of progress made by the customer during the interaction;
detecting, by the processor, selection of the link; and
transmitting instructions for resuming the interaction with the customer via the mobile application based on the information, wherein the mobile application is invoked in the selected specific state.

2. The method of claim 1 , where the link is sent by a text message.

3. The method of claim 1 , where the link includes the information.

4. The method of claim 1 , further comprising passing along a context of the interaction to the mobile application.

5. The method of claim 1 , further comprising collecting the information using a session initiation protocol dialog and a real-time transfer protocol stream.

6. The method of claim 1 , further comprising dynamically rendering a button on the mobile device based on a type of interaction.

7. The method of claim 6 , further comprising storing an appearance of the button in cloud memory separate from the mobile device.

8. The method of claim 1 , further comprising sending the mobile device the mobile application to download based on an identification number associated with the interaction.

9. The method of claim 8 , where the mobile application connects the mobile device with an enterprise server.

10. The method of claim 1 , where the mobile device comprises a session initiation protocol phone.

11. The method of claim 10 , further comprising navigating the mobile application using audio over a web channel.

12. The method of claim 1 , wherein the plurality of states are different pages in the mobile application.

13. A system comprising:
a processor; and
a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
detect an interaction from a mobile device associated with a customer;
route the interaction to an automated response application;
collect information from the mobile device;
detect a criteria for invoking a mobile application, the mobile application being configured to be invoked in at least one of a plurality of states;
select a specific state from the plurality of states based on the collected information;
send a link to connect the mobile device to a mobile application, wherein the link is for invoking the mobile application in the selected specific state, wherein the selected specific state is for maintaining context of progress made by the customer during the interaction;
detect selection of the link; and
transmit instructions for resuming the interaction with the customer via the mobile application based on the information, wherein the mobile application is invoked in the selected specific state.

14. The system of claim 13 , wherein the plurality of states are different pages in the mobile application.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Bell Cliff
• Stoops Daniel
• Fedorov Sergey
• Ristock Herbert Willi Artur
• Beilis David
• Lee-Kwen Adrian

Classifications

• H04W4/14

  Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] · CPC title

• H04L63/0853

  using an additional device, e.g. smartcard, SIM or a different communication terminal (cryptographic mechanisms or cryptographic arrangements for entity authentication involving additional secure or trusted devices H04L9/3234) · CPC title

• H04W12/06 Primary

  Authentication · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04M3/5235 Primary

  Dependent on call type or called number [DNIS] · CPC title