Call center mobile messaging

Patent metadata

Field	Value
Publication number	US-12256044-B2
Application number	US-202217689305-A
Country	US
Kind code	B2
Filing date	Mar 8, 2022
Priority date	Aug 5, 2008
Publication date	Mar 18, 2025
Grant date	Mar 18, 2025

Abstract

A method and system enables communications with a call center via SMS/MMS and provides an additional communications channel to communicate with the call center in addition to voice, Internet email/IM chat and fax. The call center obtains location information and images from a customer using SMS messages and web pages via a messaging hub.

First claim

What is claimed is:

1. A computer-implemented method configured to enable a customer service system to communicate with a mobile device via electronic message communication, the method comprising:
establishing a secure connection between an integration hub and a customer service system;
identifying a customer service system Short Message Service (SMS) enabled telephone number;
provisioning, for electronic messaging, the customer service system SMS enabled telephone number into at least one industry white list for exception processing of customer service system characteristic traffic patterns;
receiving an electronic message from the mobile device directed to the customer service system SMS enabled telephone number, routed through a mobile device carrier of the mobile device, through an external platform to the customer service system;
providing delivery of the electronic message from the mobile device to a customer service representative (CSR) agent console of the customer service system;
providing a communications channel to and interfacing with a customer service system routing switch and a user-interface window on a CSR screen that enables an interface to electronic message threads directed through the customer service system routing switch.

2. The method of claim 1 , wherein identifying the customer service system SMS enabled telephone number includes determining one of
a toll-free customer service system SMS enabled telephone number and
a non-toll free customer service system SMS enabled telephone number.

3. The method of claim 1 , wherein provisioning the customer service system SMS enabled telephone number further includes:
provisioning the customer service system SMS enabled telephone number with industry and carrier database directories with routing information including at least one of:
an origin;
a destination;
an IP address;
a network ID; and
an entity ID;

provisioning the customer service system SMS enabled telephone number into an integration hub database directory and servers to act as host, storage and router of the customer service system SMS enabled telephone number; and
provisioning the customer service system SMS enabled telephone number into industry registration directory databases with associated entity information.

4. The method of claim 3 , further comprising establishing interconnections between the integration hub and a global SMS infrastructure for routing of the electronic messages.

5. The method of claim 1 , further comprising providing an interface between customer service system operations and the mobile device by providing a one of a direct to PC application, a web application, and a native application to one of send and receive electronic messages.

6. The method of claim 5 , further comprising providing a client application on the mobile device to communicate with the customer service system using the electronic messaging communication, wherein the electronic messages are routed via the integration hub.

7. The method of claim 1 , further comprising:
retaining an electronic conversation thread for future messages for CSR continuity;
displaying an electronic message conversation thread on a CSR screen; and
assigning one of:
the customer service system SMS enabled telephone number;
a customer service system business name; and
a customer service system business product name;

on a CSR generated electronic message as an originating telephone number of the CSR generated electronic message.

8. A computer-implemented method configured to enable a customer service system to communicate with a customer via electronic message communication, the method comprising:
identifying a customer service system telephone number;
provisioning the customer service system telephone number, the provisioning comprising:
provisioning the customer service system telephone number including routing information into a carrier database directory;
provisioning the customer service system telephone number into a database directory of an integration hub; and
provisioning the customer service system telephone number into an industry registration directory database;

establishing an interconnection between the integration hub and one of a message mobile aggregator and a mobile carrier for message routing;
establishing a secure connection between the integration hub and a call director of the customer service system;
receiving a customer message directed to the customer service system telephone number routed through a mobile device carrier of the mobile device, through a global Short Message Service (SMS) network and through an external platform to the customer service system;
determining whether the received customer message is starting a new conversation;
in response to determining that there is the started new conversation, creating a conversation thread and a corresponding conversation thread token;
passing the corresponding conversation thread token to the call director of the customer service system; and
providing delivery of the electronic message from the mobile device to a customer service representative (CSR) agent console of the customer service system.

9. The computer-implemented method of claim 8 , further comprising:
receiving the customer message in the call director of the customer service system;
determining there is no designated CSR agent console to receive the customer message; and
in response to determining that there is no designated CSR agent console:
designating a CSR agent console to handle the conversation thread;
updating the corresponding conversation thread token; and
routing the customer message to the designated CSR agent console.

10. The computer-implemented method of claim 8 , further comprising:
switching the conversation thread between one of voice communication and electronic messaging to an other of voice communication and electronic messaging.

11. The computer-implemented method of claim 9 , further comprising:
storing an electronic message, message time data, and token information including the designated CSR agent console for a portion of the conversation thread.

12. The computer-implemented method of claim 8 , further comprising:
providing a web page with instructions requesting the customer via the mobile device to return an electronic message to the customer service system including customer location information;
embedding in the electronic message a uniform resource locator (URL) referring to the web page; and
receiving the electronic message with the customer location information of the customer as entered by the customer.

13. The computer-implemented method of claim 12 , further comprising:
processing the received SMS message; and
displaying one of:
the customer location information as supplied by the customer; and
directions to the customer location.

14. A computer-implemented method configured to enable a customer service system to communicate with a mobile device via electronic message communication, the method comprising:
provisioning a customer service system telephone number for electronic messaging, the provisioning comprising:
registering the customer service system telephone number with an external platform having access to a Short Message Service Center (SMSC);
registering the customer service system telephone number in a database accessible by the SMSC with access to a global SMS network;
establishing a secure connection to an integration hub;
receiving a customer message including a conversation thread token from a mobile device directed to the customer service system telephone number, routed

Assignees

• Salesforce Inc
• Saleforce Inc

Inventors

• Lew Eugene Lee
• Gianoukos Vasileios John
• Heim Kenneth Norman

Classifications

• H04W4/14

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

• H04M3/42382

  Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks · CPC title

• H04M3/5141

  Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56) · CPC title

• H04W12/63

  Location-dependent; Proximity-dependent · CPC title

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title