Customized communication routing

Patent metadata

Field	Value
Publication number	US-10230845-B2
Application number	US-201815918376-A
Country	US
Kind code	B2
Filing date	Mar 12, 2018
Priority date	Dec 21, 2015
Publication date	Mar 12, 2019
Grant date	Mar 12, 2019

Abstract

Devices, systems, and methods for customized communication routing based on user information. When a presence of a first user is detected on a pre-designated webpage of a plurality of webpages of a website, attribute information of the first user is obtained in response to the detected presence and the pre-designated webpage is dynamically modified to display a communication routing option based on the attribute information of the first user. The communication routing option displayed to the first user is different from a communication routing option displayed to a second user having different attribute information. The routing option available to the second user is hidden from display to the first user.

First claim

What is claimed is:

1. A method for customizing communication routing option, the method comprising:
detecting, by a processor of a server, a presence of a first user on a pre-designated webpage among a plurality of webpages of a website based on a web navigation operation;
obtaining, by the processor, user information of the first user in response to the detected presence;
dynamically modifying, by the processor and in response to obtaining the user information of the first user, a display of the pre-designated webpage to display an available communication routing option corresponding to the user information of the first user while hiding at least one communication routing option unavailable to the first user; and
routing, by the processor, a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different user information.

2. The method according to claim 1 , wherein the first communication routing option includes a first communication channel type different from a second communication channel type corresponding to the second communication routing option.

3. The method according to claim 2 , further comprising:
determining, by the processor, a resource availability for the first communication channel type; and
providing access to the first communication channel type for the second user if sufficient resource is determined to be available for the first communication channel type.

4. The method according to claim 1 , further comprising:
determining, by the processor, a duration of time that the first user is present on the pre-designated webpage; and
initiating communication, by the processor, with the first user if the duration of time on the pre-designated webpage is greater than a predetermined value.

5. The method according to claim 1 , wherein the first user and the second user are grouped separately based on the user information of the first user and the second user, respectively.

6. The method according to claim 1 , wherein the user information of the first user includes a tenure of the first user with a service provider corresponding to the website.

7. The method according to claim 1 , wherein the user information of the first user includes a record of an amount of resources expended by a service provider in a previous interaction with the first user.

8. The method according to claim 1 , wherein the user information of the first user includes a record of an amount of resources contributed to a service provider by the first user.

9. The method according to claim 1 , wherein the user information includes a history of modifications to information of the first user.

10. The method according to claim 1 , wherein the communication routing option presented to the first user provides access to a customer service agent of a first tier.

11. The method according to claim 10 , wherein the communication routing option presented to the second user provides access to a customer service agent of a second tier.

12. The method according to claim 1 , wherein the communication routing option presented to the first user provides access to an automated system.

13. The method according to claim 12 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system; and
presenting, by the processor, a communication routing option for accessing a customer service agent based on the selections made.

14. The method according to claim 12 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system;
calculating, by the processor, a potential resource expenditure based on the selections made; and
determining, by the processor, whether to provide access to a customer service agent based on the calculation.

15. The method according to claim 12 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system;
calculating, by the processor, a potential for future resource contribution to a service provider by the first user based on the selections made; and
determining, by the processor, whether to provide access to a customer service agent based on the calculation.

16. The method according to claim 12 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system; and
presenting, by the processor, an offer based on the selections made.

17. The method according to claim 1 , wherein the first communication routing option is presented after a predetermined period of time has passed while the first user is on the pre-designated webpage.

18. The method according to claim 1 , further comprising:
dynamically determining, by the processor, a group assignment for the first user based on the user information of the first user.

19. A tangible non-transitory computer readable storage medium that stores a computer program, the computer program, when executed by a processor, causing a computer apparatus to perform a process comprising:
detecting a presence of a first user on a pre-designated webpage among a plurality of webpages of a website based on a web navigation operation;
obtaining user information of the first user in response to the detected presence;
dynamically modifying, in response to obtaining the user information of the first user, a display of the pre-designated webpage to display an available communication routing option corresponding to the user information of the first user while hiding at least one communication routing option unavailable to the first user; and
routing, by the processor, a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different user information.

20. A computer apparatus, comprising:
a memory that stores instructions, and
a processor that executes the instructions,
wherein, when executed by the processor, the instructions cause the processor to perform operations comprising:
detecting a presence of a first user on a pre-designated webpage among a plurality of webpages of a website based on a web navigation operation;
obtaining user information of the first user in response to the detected presence;
dynamically modifying, in response to obtaining the user information of the first user, a display of the pre-designated webpage to display an available communication routing option corresponding to the user information of the first user while hiding at least one communication routing option unavailable to the first user; and
routing a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different user information.

Assignees

• At & T Mobility Ii Llc

Inventors

• Dinardo Christopher
• Wells Axel
• Norman Thomas

Classifications

• H04L67/306

  User profiles · CPC title

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• H04L67/22

  Electricity · mapped topic

• H04M3/5191 Primary

  interacting with the Internet · CPC title