Customized communication routing

Patent metadata

Field	Value
Publication number	US-9948780-B1
Application number	US-201514976748-A
Country	US
Kind code	B1
Filing date	Dec 21, 2015
Priority date	Dec 21, 2015
Publication date	Apr 17, 2018
Grant date	Apr 17, 2018

Abstract

Devices, systems, and methods for customized communication routing based on user information. When a presence of a first user is detected on a pre-designated webpage of a plurality of webpages of a website, account information of the first user is retrieved in response to the detected presence and the pre-designated webpage is dynamically modified to present a communication routing option based on the account information of the first user. The communication routing option presented to the first user is different from a communication routing option presented to a second user having different account information.

First claim

What is claimed is:

1. A method for customizing communication routing option, the method comprising:
detecting, by a processor of a server, a presence of a first user on a pre-designated webpage among a plurality of webpages of a website;
retrieving, from a memory of the server by the processor, account information of the first user in response to the detected presence;
dynamically modifying, by the processor, the pre-designated webpage to display an available communication routing option for the first user based on the account information of the first user; and
routing, by the processor, a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different account information,
wherein the routing option available to the second user is hidden from display to the first user, and
wherein the account information of the first user and the second user indicates different group assignment for the first user and the second user.

2. The method according to claim 1 , wherein the first communication routing option includes a first communication channel type different from a second communication channel type corresponding to the second communication routing option.

3. The method according to claim 2 , further comprising:
determining, by the processor, a resource availability for the first communication channel type; and
providing access to the first communication channel type for the second user if sufficient resource is determined to be available for the first communication channel type.

4. The method according to claim 1 , further comprising:
determining, by the processor, a duration of time a user is present on the pre-designated webpage; and
initiating communication, by the processor, with the first user if the duration of time on the pre-designated webpage is greater than a predetermined value.

5. The method according to claim 1 , wherein the account information of the first user includes a tenure of the first user with a service provider corresponding to the website.

6. The method according to claim 1 , wherein the account information of the first user includes a record of an amount of resources expended by a service provider in a previous interaction with the first user.

7. The method according to claim 1 , wherein the account information of the first user includes a record of an amount of resources contributed to a service provider by the first user.

8. The method according to claim 1 , wherein the account information includes a history of modifications to the account information of the first user.

9. The method according to claim 1 , wherein the communication routing option presented to the first user provides access to a customer service agent of a first tier.

10. The method according to claim 9 , wherein the communication routing option presented to the second user provides access to a customer service agent of a second tier.

11. The method according to claim 1 , wherein the communication routing option presented to the first user provides access to an automated system.

12. The method according to claim 11 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system; and
presenting, by the processor, a communication routing option for accessing a customer service agent based on the selections made.

13. The method according to claim 11 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system;
calculating, by the processor, a potential resource expenditure based on the selections made; and
determining, by the processor, whether to provide access to a customer service agent based on the calculation.

14. The method according to claim 11 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system;
calculating, by the processor, a potential for future resource contribution to a service provider by the first user based on the selections made; and
determining, by the processor, whether to provide access to a customer service agent based on the calculation.

15. The method according to claim 11 , further comprising:
monitoring, by the processor, selections made by the first user in the automated system; and
presenting, by the processor, an offer based on the selections made.

16. The method according to claim 1 , wherein the first communication routing option is presented after a predetermined period of time has passed while the user is on the pre-designated webpage.

17. The method according to claim 1 , further comprising:
dynamically determining, by the processor, a group assignment for the first user based on the account information of the first user.

18. A tangible non-transitory computer readable storage medium that stores a computer program, the computer program, when executed by a processor, causing a computer apparatus to perform a process comprising:
detecting, by a processor of a server, a presence of a first user on a pre-designated webpage among a plurality of webpages of a website;
retrieving, from a memory of the server by the processor, account information of the first user in response to the detected presence;
dynamically modifying, by the processor, the pre-designated webpage to display an available communication routing option for the first user based on the account information of the first user; and
routing, by the processor, a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different account information,
wherein the routing option available to the second user is hidden from display to the first user, and
wherein the account information of the first user and the second user indicates different group assignment for the first user and the second user.

19. A computer apparatus, comprising:
a memory that stores instructions, and
a processor that executes the instructions,
wherein, when executed by the processor, the instructions cause the processor to perform operations comprising:
detecting a presence of a first user on a pre-designated webpage among a plurality of webpages of a website;
retrieving, from the memory, account information of the first user in response to the detected presence;
dynamically modifying the pre-designated webpage to display an available communication routing option for the first user based on the account information of the first user; and
routing a request for communication by the first user to a communication channel type corresponding to the available communication routing option for the first user,
wherein the communication routing option displayed to the first user is different from a communication routing option available to a second user having different account information,
wherein the routing option available to the second user is hidden from display to the first user, and
wherein the account information of the first user and the second user indicates different group assignment for the first user and the second user.

Assignees

• At & T Mobility Ii Llc

Inventors

• Dinardo Christopher
• Wells Axel
• Norman Thomas

Classifications

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• H04L67/22

  Electricity · mapped topic

• H04L67/535

  Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34) · CPC title

• H04L67/306

  User profiles · CPC title