Systems and methods for queue call waiting deflection

Patent metadata

Field	Value
Publication number	US-11962549-B2
Application number	US-202117554743-A
Country	US
Kind code	B2
Filing date	Dec 17, 2021
Priority date	Dec 17, 2021
Publication date	Apr 16, 2024
Grant date	Apr 16, 2024

Abstract

A method, computer program product, and computer system for placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user. A trigger may be identified for the first communication channel. The user may be sent a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue.

First claim

What is claimed is:

1. A computer-implemented method comprising:
placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication; and
prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.

2. The computer-implemented method of claim 1 wherein the trigger is a threshold amount of time estimated for the user to be in the first queue on the first communication channel before being connected to the second user.

3. The computer-implemented method of claim 1 wherein the trigger is a threshold amount of time for the user to be in the first queue on the first communication channel before being connected to the second user.

4. The computer-implemented method of claim 1 further comprising placing the user into a second queue on a second communication channel to converse with a third user based upon, at least in part, identifying the trigger for the first communication channel, wherein the first communication channel and the second communication channel are operating in parallel.

5. The computer-implemented method of claim 1 further comprising forwarding information collected during the self-service option to the second user.

6. The computer-implemented method of claim 1 wherein one of the first communication channel and the self-service option is automatically terminated based upon, at least in part, receiving an input from one of the user and the second user.

7. A computer program product residing on a non-transitory computer readable storage medium having a plurality of instructions stored thereon which, when executed across one or more processors, causes at least a portion of the one or more processors to perform operations comprising:
placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication; and
prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.

8. The computer program product of claim 7 wherein the trigger is a threshold amount of time estimated for the user to be in the first queue on the first communication channel before being connected to the second user.

9. The computer program product of claim 7 wherein the trigger is a threshold amount of time for the user to be in the first queue on the first communication channel before being connected to the second user.

10. The computer program product of claim 7 wherein the operations further comprise placing the user into a second queue on a second communication channel to converse with a third user based upon, at least in part, identifying the trigger for the first communication channel, wherein the first communication channel and the second communication channel are operating in parallel.

11. The computer program product of claim 7 wherein the operations further comprise forwarding information collected during the self-service option to the second user.

12. The computer program product of claim 7 wherein one of the first communication channel and the self-service option is automatically terminated based upon, at least in part, receiving an input from one of the user and the second user.

13. A computing system including one or more processors and one or more memories configured to perform operations comprising:
placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication; and
prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.

14. The computing system of claim 13 wherein the trigger is one of a threshold amount of time estimated for the user to be in the first queue on the first communication channel before being connected to the second user and a threshold amount of time for the user to be in the first queue on the first communication channel before being connected to the second user.

15. The computing system of claim 13 wherein the operations further comprise placing the user into a second queue on a second communication channel to converse with a third user based upon, at least in part, identifying the trigger for the first commun

Assignees

• Nuance Communications Inc
• Microsoft Technology Licensing Llc

Inventors

• Olvera Eduardo

Classifications

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• H04L51/02

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04L65/1096

  Supplementary features, e.g. call forwarding or call holding (systems providing special services or facilities to telephony subscribers H04M3/42) · CPC title

• H04L65/80

  Responding to QoS · CPC title

• H04L67/60 Primary

  Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources (admission control or resource allocation H04L47/70) · CPC title