Context-aware redirection from telephony environment to messaging environment
A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
1. A method of context-aware caller redirection notification, the method comprising:
receiving telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system;
determining, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line;
receiving messaging information from a messaging system;
determining, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system;
generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time; and
outputting the notification to the caller device.
2. The method of claim 1 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the telephony system.
3. The method of claim 1 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the messaging system.
4. The method of claim 1 , wherein the notification identifies at least one of the estimated telephone operator wait time and the estimated messaging operator wait time.
5. The method of claim 1 , wherein the notification recommends that the caller device speak with the telephone operator.
6. The method of claim 1 , wherein the notification recommends that the caller device message with the messaging operator.
7. The method of claim 1 , further comprising:
selecting the messaging operator based on the call context.
8. The method of claim 7 , further comprising:
determining an area of expertise corresponding to the call context, wherein selecting the messaging operator is based on the area of expertise.
9. The method of claim 1 , further comprising:
transmitting at least a portion of the call context to a messaging device associated with the messaging operator.
10. The method of claim 1 , further comprising:
facilitating a messaging connection through the messaging system between the caller device and a messaging device associated with the messaging operator, wherein the messaging system conveys one or more caller messages from the caller device to the messaging device over the messaging connection, and wherein the messaging system conveys one or more messaging operator messages from the messaging device to the caller device over the messaging connection.
11. A system of context-aware caller redirection notification, the system comprising:
one or more communication transceivers;
one or more memory units storing instructions; and
one or more processors, wherein execution the instructions by the one or more processors cause the one or more processors to:
receive telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system,
determine, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line,
receive messaging information from a messaging system,
determine, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system,
generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time, and
outputting the notification to the caller device.
12. The system of claim 11 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the telephony system.
13. The system of claim 11 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the messaging system.
14. The system of claim 11 , wherein the notification identifies at least one of the estimated telephone operator wait time and the estimated messaging operator wait time.
15. The system of claim 11 , wherein the notification recommends that the caller device speak with the telephone operator.
16. The system of claim 11 , wherein the notification recommends that the caller device message with the messaging operator.
17. The system of claim 11 , wherein execution the instructions by the one or more processors cause the one or more processors to further:
select the messaging operator based on the call context.
18. The system of claim 11 , wherein execution the instructions by the one or more processors cause the one or more processors to further:
transmit at least a portion of the call context to a messaging device associated with the messaging operator.
19. The system of claim 11 , wherein execution the instructions by the one or more processors cause the one or more processors to further:
facilitate a messaging connection through the messaging system between the caller device and a messaging device associated with the messaging operator, wherein the messaging system conveys one or more caller messages from the caller device to the messaging device over the messaging connection, and wherein the messaging system conveys one or more messaging operator messages from the messaging device to the caller device over the messaging connection.
20. A non-transitory computer readable storage medium having embodied thereon a program, wherein the program is executable by a processor to perform a method of context-aware caller redirection notification, the method comprising:
receiving telephony information from a telephony system, the telephony information including call context provided by a caller device during a telephone call between the caller device and the telephony system;
determining, based on the telephony information, an estimated telephone operator wait time until a telephone operator becomes available to speak with the caller device using a telephone line;
receiving messaging information from a messaging system;
determining, based on the messaging information, an estimated messaging operator wait time until a messaging operator becomes available to message with the caller device using the messaging system;
generating a notification for the caller device based on the estimated telephone operator wait time and the estimated messaging operator wait time; and
outputting the notification to the caller device.
21. The non-transitory computer readable storage medium of claim 20 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the telephony system.
22. The non-transitory computer readable storage medium of claim 20 , wherein outputting the notification to the caller device includes outputting the notification to the caller device through the messaging system.
23. The non-transitory computer readable storage medium of claim 20 , wherein the notification identifies at least one of the estimated telephone operator wait time and the estimated messaging operator wait time.
24. The non-transitory computer readable storage medium of claim 20 , wherein the notification recommends that the caller device speak with the telephone operator.
25. The non-transitory computer readable storage medium of claim 20 , wherein the notification recommends that the caller device message with the messaging operator.
26. The non-transitory computer readable storage medium of claim 20 , further comprising:
selecting the messaging operator based on the call context.
27. The non-transitory computer readable storage medium of claim 26 , further comprising:
determining an area of expertise corresponding to the call context, wherein selecting the messaging operator is based on the area of expertise.
28. The non-transitory computer readable storage medium of claim 20 , further comprising:
transmitting at least a portion of the call context to a messaging device associated with the messaging operator.
29. The non-transitory computer readable storage medium of claim 20 , further comprising:
facilitating a messaging connection through the messaging system between the caller device and a messaging device associated with the messaging operator, wherein the messaging system conveys one or more caller messages from the caller device to the messaging device over the messaging connection, and wherein the messaging system conveys one or more messaging operator messages from the messaging device to the caller device over the messaging connection.
30. The system of claim 17 , wherein execution the instructions by the one or more processors cause the one or more processors to further:
determine an area of expertise corresponding to the call context, wherein selecting the messaging operator is based on the area of expertise.