Consumer care system
View Patent ↗An apparatus, a method, and a computer program are disclosed. According to one example the apparatus may be configured to receive via the receiver a message from a mobile device to connect with an agent. The apparatus may also be configured to determine and select an available agent via the processor in order for the mobile device to communicate with the available agent, and transmit via the transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent.
1. A method, comprising:
receiving via a receiver a request from a mobile device to opt-out of receiving automated messages and speak with an available agent, wherein the request comprises a client identification, an application authentication key and a callback number of the mobile device;
authenticating the mobile device and returning a session token to a mobile application operating on the mobile device;
storing at least one of the request and a live call associated with the request in a call wait queue;
calculating an estimated wait time until the available agent is available and transmitting the estimated wait time to the mobile device;
appending a number associated with the available agent and an agent communication device to an agent availability message when the available agent becomes available;
transmitting the agent availability message to the mobile device; and
connecting the mobile device with the agent device when the mobile device transmits an acceptance message to the agent availability message within a predetermined amount of time.
2. The method of claim 1 , wherein the request comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises a caller email address.
3. The method of claim 1 , comprising determining and selecting an available agent via a processor in order for the mobile device to communicate with the available agent.
4. The method of claim 3 , wherein the determining of the available agent further comprises at least one of identifying the available agent from a plurality of agents, and waiting until one of the plurality of agents becomes available in order to determine the available agent.
5. The method of claim 1 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.
6. The method of claim 1 , wherein the transmitting of the agent availability message further comprises transmitting the agent availability message to the device via a push notification module.
7. A computer program embodied on a non-transitory computer-readable storage medium, the computer program, when executed, causes a processor to perform:
receiving via a receiver a request from a mobile device to opt-out of receiving automated messages and speak with an available agent, wherein the request comprises a client identification, an application authentication key and a callback number of the mobile device;
authenticating the mobile device and returning a session token to a mobile application operating on the mobile device;
storing at least one of the request and a live call associated with the request in a call wait queue;
calculating an estimated wait time until the available agent is available and transmitting the estimated wait time to the mobile device;
appending a number associated with the available agent and an agent communication device to an agent availability message when the available agent becomes available;
transmitting the agent availability message to the mobile device; and
connecting the mobile device with the agent device when the mobile device transmits an acceptance message to the agent availability message within a predetermined amount of time.
8. The computer program of claim 7 , wherein the request comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises a caller email address.
9. The computer program of claim 7 , when executed, causes the processor to perform determining and selecting an available agent via a processor in order for the mobile device to communicate with the available agent.
10. The computer program of claim 9 , wherein the determining of the available agent further comprises at least one of identifying the available agent from a plurality of agents, and waiting until one of the plurality of agents becomes available in order to determine the available agent.
11. The computer program of claim 7 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.
12. The computer program of claim 7 , wherein the transmitting of the agent availability message further comprises transmitting the agent availability message to the device via a push notification module.
13. An apparatus, comprising:
a receiver;
a transmitter;
a processor; and
memory;
wherein the receiver, the transmitter and the memory are communicably coupled to the processor;
wherein the processor:
receives via the receiver a request from a mobile device to opt-out of receiving automated messages and speak with an available agent, wherein the request comprises a client identification, an application authentication key and a callback number of the mobile device;
authenticates the mobile device and returning a session token to a mobile application operating on the mobile device;
stores at least one of the request and a live call associated with the request in a call wait queue;
calculates an estimated wait time until the available agent is available and transmitting the estimated wait time to the mobile device;
appends a number associated with the available agent and an agent communication device to an agent availability message when the available agent becomes available; and
wherein the transmitter transmits the agent availability message to the mobile device, and connects the mobile device with the agent device when the mobile device transmits an acceptance message to the agent availability message within a predetermined amount of time.
14. The apparatus of claim 13 , wherein the request comprises at least one of a short message service (SMS) and an email transmitted from the mobile device, and further comprises a caller email address.
15. The apparatus of claim 13 , wherein the processor determines and selects an available agent via a processor in order for the mobile device to communicate with the available agent.
16. The apparatus of claim 15 , wherein the determination of the available agent further comprises at least one of identifies the available agent from a plurality of agents, and waiting until one of the plurality of agents becomes available in order to determine the available agent.
17. The apparatus of claim 13 , wherein the agent availability message comprises a push notification request message in order for the mobile device to connect with the available agent.