On-hold experience

Patent metadata

Field	Value
Publication number	US-11533397-B1
Application number	US-202117214398-A
Country	US
Kind code	B1
Filing date	Mar 26, 2021
Priority date	Mar 27, 2020
Publication date	Dec 20, 2022
Grant date	Dec 20, 2022

Abstract

Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.

First claim

We claim:

1. A method for interacting with a user while the user is on-hold, comprising:
receiving, at an enterprise, a call from a user device associated with the user, wherein the user device includes an application associated with the enterprise;
placing the call into an on-hold status;
in response to the call being placed in the on-hold status, sending a push notification to the user device, wherein the push notification includes a link to access the application;
requesting, via the application, an intent of the call by the user;
determining a level of authentication for the user based on the intent of the call;
requesting authentication credentials associated with the level of authentication;
in response to receiving the authentication credentials, launching a chat window via the application to provide information to the user regarding the intent of the call; and
in response to a representative being available to answer the call, transferring information associated with the authentication credentials and the intent of the call to the representative answering the call.

2. The method of claim 1 , further comprising determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status.

3. The method of claim 2 , further comprising providing the at least one activity in at least one of the chat window and a speaker of the user device, the at least one activity comprising an account balance, a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or a menu of options for the user to choose from.

4. The method of claim 1 , wherein after determining the intent of the call, the method further comprises:
determining whether there is a digital solution; and
providing information regarding the digital solution in at least one of the chat window and a speaker of the user device.

5. The method of claim 1 , further comprising routing the call based on the intent of the call.

6. The method of claim 1 , wherein the authentication credentials include facial recognition, fingerprint recognition, voice recognition or a passcode.

7. The method of claim 1 , further comprising displaying a list of options in the chat window that includes a link configured to initiate displaying information in the chat window after the link is selected or initiate the transferring of the call to the representative.

8. A system for interacting with a user while the user is on-hold, comprising:
a server including one or more processors and one or more memories storing instructions that, when executed by the one or more processors, cause the server to perform a process comprising:
receiving, at an enterprise, a call from a user device associated with the user, wherein the user device includes an application associated with the enterprise;
placing the call into an on-hold status;
in response to the call being placed in the on-hold status, sending a push notification to the user device, wherein the push notification includes a link to access the application;
requesting, via the application, an intent of the call by the user;
determining a level of authentication for the user based on the intent of the call;
requesting authentication credentials associated with the level of authentication;
in response to receiving the authentication credentials, launching a chat window via the application to provide information to the user regarding the intent of the call; and
in response to a representative being available to answer the call, transferring information associated with the authentication credentials and the intent of the call to the representative answering the call.

9. The system of claim 8 , wherein the process further comprises determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status.

10. The system of claim 9 , wherein the process further comprises providing the at least one activity in at least one of the chat window and a speaker of the user device, the at least one activity comprising an account balance, a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or a menu of options for the user to choose from.

11. The system of claim 8 , wherein the process further comprises, after the determining the intent of the call:
determining whether there is a digital solution; and
providing information regarding the digital solution in at least one of the chat window and a speaker of the user device.

12. The system of claim 8 , wherein the process further comprises routing the call based on the intent of the call.

13. The system of claim 8 , wherein the authentication credentials include facial recognition, fingerprint recognition, voice recognition or a passcode.

14. The system of claim 8 , wherein the process further comprises displaying a list of options in the chat window that includes a link configured to initiate displaying information in the chat window after the link is selected or initiate the transfer of the call to the representative.

15. A non-transitory machine-readable medium having machine executable instructions stored thereon that, when executed by one or more processors, direct the one or more processors to perform a method comprising:
receiving, at an enterprise, a call from a user device associated with the user, wherein the user device includes an application associated with the enterprise;
placing the call into an on-hold status;
in response to the call being placed in the on-hold status, sending a push notification to the user device, wherein the push notification includes link to access the application;
requesting, via the application, an intent of the call by the user;
determining a level of authentication credentials associated with the level of authentication;
in response to receiving the authentication credentials, launching a chat window via the application to provide information to the user regarding the intent of the call, and
in response to a representative being available to answer the call, transferring information associated with the authentication credentials and the intent of the call to the representative answering the call.

16. The non-transitory machine-readable medium of claim 15 , the method further comprising determining, based on an on-hold user preferences profile of the user, at least one activity for the user while the call is in the on-hold status.

17. The non-transitory machine-readable medium of claim 16 , the method further comprising providing the at least one activity in at least one of the chat window and a speaker of the user device, the at least one activity comprising an account balance, a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or a menu of options for the user to choose from.

18. The non-transitory machine-readable medium of claim 15 , wherein after determining the intent of the call, the method further comprises:
determining whether there is a digital solution; and
providing information regarding the digital solution in at least one of the chat window and a speaker of the user device.

19. The non-transitory machine-readable medium of claim 15 , wherein the method further comprises routing the call based on the intent of the call.

Assignees

• Uipco Llc
• Usaa

Inventors

• Hansen Gregory David
• Jennings Megan Sarah
• Gray Emily Margaret
• Yarbrough Gregory B
• Abburi Madhusudhana
• Balasingh Charles
• Dziuk Janelle Denice
• Mehra Samip Dilip
• Dixon David Patrick

Classifications

• H04M2203/2038

  Call context notifications · CPC title

• H04M3/5166

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

• H04M3/4285 Primary

  Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold · CPC title

• H04M3/382

  using authorisation codes or passwords · CPC title

• H04M3/428 Primary

  Arrangements for placing incoming calls on hold · CPC title