Context aware transactions
View Patent ↗Certain aspects of the present disclosure relate to a technique for configuring context aware sessions. A first session is provided using a first communication channel Contextual information of the first session is used to provide a second session using a second communication channel, wherein the second session is associated with the first session.
1. A method, comprising:
logging online user activity history conducted over a first session and a first communication channel;
automatically identifying, via an intelligent routing service, a need to create a new session by a user;
sending, via the intelligent routing service, a suggestion to the user to send a request to initiate a new session;
receiving, via the intelligent routing service, the request to initiate a new session from the user;
transmitting contextual information conducted over the first session and the first communication channel to the intelligent routing service;
transmitting the contextual information from the intelligent routing service to a second communication channel and a service application responsive to receiving the request, wherein the contextual information comprises user credentials and at least one user selection made during the first session; and
receiving a call associated with the second communication channel;
responsive to receiving the call, authenticating the user credentials and searching the contextual data from the first session; and
using the contextual information of the first session to create the new session using the second communication channel, wherein the new session is associated with an online content selection included in the online user activity history.
2. The method of claim 1 , further comprising storing the contextual information for the first session.
3. The method of claim 2 , further comprising:
receiving the request for creating the new session using the second communication channel; and
sending the contextual information of the first session to the second communication channel.
4. The method of claim 3 , further comprising receiving a message and the contextual information of the first session in the intelligent routing service, the message generated following an event during the first session.
5. The method of claim 4 , further comprising:
notifying the intelligent routing service of receiving the request for creating the new session;
sending the contextual information of the first session to the second communication channel, in response to receiving the notification.
6. The method of claim 5 further comprising storing the contextual information for the new session.
7. The method of claim 1 , wherein the first session is executed using a first service and the new session is executed using a second service.
8. An apparatus, comprising:
at least one processor configured to:
log online user activity history conducted over a first session and a first communication channel;
automatically identify, via an intelligent routing service, a need to create a new session by a user;
send, via the intelligent routing service, a suggestion to the user to send a request to initiate a new session;
receive, via the intelligent routing service, the request to initiate a new session from the use;
transmit contextual information conducted over the first session and the first communication channel to the intelligent routing service;
a receiver configured to receive a call associated with the second communication channel;
responsive to a receipt of the call, authenticate the user credentials and search the contextual data from the first session;
use the contextual information of the first session to create the new session using the second communication channel, wherein the new session is associated with the online user activity history; and
a transmitter configured to transmit the contextual information from the intelligent routing service to the second communication channel and a service application responsive to a receipt of the request, wherein the contextual information comprises user credentials and at least one user selection made during the first session; and
a memory coupled to the at least one processor.
9. The apparatus of claim 8 , wherein the at least one processor is further configured to store the contextual information for the first session.
10. The apparatus of claim 9 , wherein the at least one processor is further configured to:
receive the request for creation of the new session using the second communication channel; and
send the contextual information of the first session to the second communication channel.
11. The apparatus of claim 10 , wherein the at least one processor is further configured to receive a message and the contextual information of the first session in the intelligent routing service, the message generated following an event during the first session.
12. The apparatus of claim 11 , wherein the at least one processor is further configured to:
notify the intelligent routing service of receipt of the request to create the new session;
send the contextual information of the first session to the second communication channel, in response to receipt of the notification.
13. The apparatus of claim 12 wherein the at least one processor is further configured to store the contextual information for the new session.
14. The apparatus of claim 8 , wherein the first session is executed using a first service and the new session is executed using a second service.
15. A non-transitory computer-program product comprising one or more instructions for:
logging online user activity history conducted over a first session and a first communication channel;
automatically identifying, via an intelligent routing service, a need to create a new session by a user;
sending, via the intelligent routing service, a suggestion to the user to send a request to initiate a new session;
receiving, via the intelligent routing service, the request to initiate a new session from the user;
transmitting contextual information conducted over the first session and the first communication channel to the intelligent routing service;
transmitting the contextual information from the intelligent routing service to a second communication channel and a service application responsive to receiving the request, wherein the contextual information comprises user credentials and at least one user selection made during the first session;
receiving a call associated with the second communication channel;
responsive to receiving the call, authenticating the user credentials and searching the contextual data from the first session; and
using the contextual information of the first session to create the new session using the second communication channel, wherein the new session is associated with an online content selection included in the online user activity history.
16. The non-transitory computer-program product of claim 15 , further comprising one or more instructions for storing the contextual information for the first session.
17. The non-transitory computer-program product of claim 16 , further comprising one or more instructions for:
receiving the request for creating the new session using the second communication channel; and
sending the contextual information of the first session to the second communication channel.
18. The non-transitory computer-program product of claim 17 , further comprising one or more instructions for receiving a message and the contextual information of the first session in the intelligent routing service, the message generated following an event during the first session.
19. The non-transitory computer-program product of claim 18 , further comprising one or more instructions for:
notifying the intelligent routing service of receiving the request for creating the new session;
sending the contextual information of the first session to the second communication channel, in response to receiving the notification.
20. The non-transitory computer-program product of claim 19 , further comprising one or more instructions for storing the contextual information for the new session.