Systems and methods for routing user data

Patent metadata

Field	Value
Publication number	US-9924035-B2
Application number	US-201715468395-A
Country	US
Kind code	B2
Filing date	Mar 24, 2017
Priority date	Aug 1, 2013
Publication date	Mar 20, 2018
Grant date	Mar 20, 2018

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. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for initiating a phone call, the method comprising:
using a receiver to receive a request to initiate a phone call, the request being input into a screen associated with a website or application, the request comprising user session-state metadata, said user session-state metadata including a video of customer navigation in the website or application for a predetermined time period prior to selecting to initiate the phone call; and
in response to the receipt of the request to initiate the phone call, using a transmitter to transmit the 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 media of claim 1 wherein, in the method, the application is a web-based application.

3. The media of claim 1 wherein, in the method, the metadata includes data input by the user into the website or application.

4. The media of claim 1 wherein, in the method, the metadata includes a selection executed by the user on the website or application.

5. The media of claim 1 wherein, in the method, the metadata includes an authentication status of the user.

6. The media of claim 1 wherein the method further comprises:
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.

7. The media of claim 6 wherein the method further comprises:
using the phone call dialer application to call the access number using a communications network; and
using the phone call dialer application to pass the access code over the communications network through dual-tone multi-frequency signaling (“DTMF”).

8. Apparatus for initiating a phone call, the apparatus 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 website or application, the request comprising user session-state metadata, said user session-state metadata including a video of customer navigation in the website or application for a predetermined time period prior to selecting to initiate the phone call; and
a transmitter configured to transmit, in response to the receipt of the request to initiate the phone call, the user session-state metadata over a data communications network to a remote call center platform.

9. The apparatus of claim 8 wherein the metadata includes user authentication data input by the user into the website or application.

10. The apparatus of claim 8 wherein the call center platform is configured to transmit the metadata to an agent desktop.

Assignees

• Bank Of America

Inventors

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

Classifications

• H04M3/5158 Primary

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

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/5166

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

• H04M7/1295

  Details of dual tone multiple frequency signalling · 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