Granted Patent B2

US 11,201,965 · App. 17/351,321 · Granted Dec 14, 2021

Inventors: Steve Doumar (Fort Lauderdale, FL); Paul Levasseur (Fort Lauderdale, FL)

Assignee: TAPTEXT LLC

H04M3/523G06F21/32G06F21/6245G06K7/1417G06N20/00G06Q10/06315G06Q30/016G06Q30/0201G06F2221/2139G06Q30/0267

Abstract

Claims (35)

1. A system for real-time omnichannel voice interaction, comprising:

an interaction control server comprising a first plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:

receive a first electronic request from a first user device to establish a voice-based or text-based connection from the first user device to a second user device, the second user device being a Telephone Consumer Protection Act compliant mobile device belonging to an enterprise;

instantiate a voice-based or text-based interaction between the first user device and the second user device to fulfill the first electronic request from the first user device;

send a routing request to a routing engine;

receive a route from the routing engine;

send the route to a media translation server; and

store a first plurality of details about the voice-based or text-based interaction to an interaction database;

a routing engine comprising a second plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:

receive the routing request from the interaction control server;

retrieve a plurality of enterprise resources from an enterprise database;

use a routing logic to iterate through the plurality of enterprise resources testing for a successful connection;

select the first successfully connected enterprise resource as the second user device; and

send the route to the interaction control server, the route is between the first user device and the first successfully connected enterprise resource, the first successfully connected enterprise resource being the second user device;

a media translation server comprising a third plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the third plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:

create a first set of interaction control legs between the first user device and the second user device;

mask personally identifying information of the first user device to the second user device, and of the second user device to the first user device;

establish a first real-time voice or text stream between the first user device and the second user device; and

disconnect the first set of interaction control legs and the first real-time voice or text stream; and

a network-connected secure smart mobile user device comprising a processor, a memory, a wireless telephony subsystem, and a fourth plurality of programmable instructions, when operating on the processor of the secure smart mobile user device, cause the secure smart mobile user device to:

transmit electronic communications exclusively through the interaction control server;

send a second electronic request to the interaction control server to authenticate a user of the second user device;

receive a communication request from the routing engine to establish a connection between the first user device and the second user device;

send a communication confirmation to the routing engine to establish a connection to the first user device;

send voice or text data to the first user device through the media translation server; and

receive voice or text data from the first user device through the media translation server

wherein the second user device utilizes continuous authentication exercising behavioral biometrics and artificial intelligence to provide a secure communication environment between the second user device and the first user device.

2. The system of claim 1 , wherein the second user device can send electronic communications only to other user devices that are configured within an enterprise database or customer relationship management system.

3. The system of claim 1 , wherein the routing logic is selected from the group consisting of priority ordered routing, circular ordered routing, and percentage-based algorithmic routing.

4. The system of claim 1 , wherein the routing logic includes a timeout feature that re-routes the interaction to a subsequent user device if the interaction is not handled within a given time.

5. The system of claim 1 , wherein the routing logic leverages artificial intelligence including machine learning and deep learning techniques based on prior customer interaction data, customer relationship management data, sales and marketing data and business operation data.

6. The system of claim 1 , wherein the plurality of enterprise resources comprises more than one enterprise.

7. The system of claim 1 , wherein the first user device comprises a mobile application to send the first electronic request by clicking or tapping on a picture or graphic.

8. The system of claim 1 , wherein the first user device scans a QR code in order to send the first electronic request.

9. The system of claim 1 , wherein the second user device can generate tap text links.

Assignments (1)

Continuity (19)