Systems and methods for routing user data

Patent metadata

Field	Value
Publication number	US-9641690-B2
Application number	US-201314054747-A
Country	US
Kind code	B2
Filing date	Oct 15, 2013
Priority date	Aug 1, 2013
Publication date	May 2, 2017
Grant date	May 2, 2017

Abstract

Apparatus for initiating a phone call is provided. The apparatus may comprise a receiver configured to receive a request from a user to initiate a phone call. The apparatus may also comprise a transmitter. In response to the receipt of the request to initiate the phone call, the transmitter may be configured to transmit user data over a data communications network to a remote computer platform. The remote computer platform may be in communication with one or more agent desktops.

First claim

What is claimed is:

1. A mobile phone for initiating a phone call, the mobile phone comprising:
a receiver configured to receive a request from a user to initiate a phone call, the request being input into a screen associated with a mobile application downloaded on the mobile phone, the request comprising a video of customer navigation in the mobile application for a predetermined time period to selecting to initiate the phone call; and
in response to the receipt of the request to initiate the phone call, a transmitter configured to transmit user session-state metadata over a data communications network to a remote call center platform, wherein the mobile application is configured to:
map one or more pieces of session-state metadata to an interactive voice response (IVR) system of tagged data; and
generate one or more caller intent IVR tags for the metadata prior to transmission.

2. The mobile phone of claim 1 wherein the metadata includes the authentication status of the user in the mobile application.

3. The mobile phone of claim 1 wherein the metadata includes authentication data input by the user in the mobile phone application.

4. The mobile phone of claim 1 further comprising:
using the receiver to receive an access number and an expiry time from the remote call center platform; and
using the transmitter to transmit a request to a phone call dialer application to call the access number.

5. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system included in an agent desktop computer, perform a method for assisting an agent in conducting a phone call with a customer, the method comprising:
using a receiver to receive customer authentication data and customer metadata transmitted to a computer telephony integration (“CTI”) platform from a mobile application downloaded on a mobile phone, transmission of the customer metadata to the CTI causes the CTI to:
transmit an access code and an expiry time for the access code to the mobile application;
reserve the agent by opening a live session on the agent desktop computer, wherein an expiry of the reservation corresponds to the expiry time for the access code; and
transmit a telephone number to the mobile application, the telephone number associated with the reserved agent; and

using a processor to display, on a graphical user interface (“GUI”) at least a portion of the customer authentication data and the customer metadata, wherein the customer metadata is displayed on the GUI substantially simultaneously with the transmission of the telephone call to a headset associated with the agent desktop computer; wherein:
the customer metadata includes the identification of a screen or webpage viewed by the customer prior to selecting to initiate the phone call; and
wherein the received customer metadata comprises a video of customer navigation in the mobile application for a predetermined time period to selecting to initiate the phone call.

6. The media of claim 5 wherein the received customer metadata has been mapped to caller intent interactive voice response (IVR) tags and the processor is configured to display the caller intent IVR tags to the agent on the GUI.

Assignees

• Bank Of America

Inventors

• Ananthakrishnan Lekha
• Timem Joseph
• Lewis Russell B
• Lasell Jerard D

Classifications

• H04M3/51

  Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} · CPC title

• H04M7/0027 Primary

  Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/5158 Primary

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title

• H04M7/1295

  Details of dual tone multiple frequency signalling · CPC title