Granted Patent B2

US 11,394,829 · App. 17/540,114 · Granted Jul 19, 2022

Inventors: Matthew Donaldson Moller (Petaluma, CA); Matthew DiMaria (Brentwood, TN); Shannon Lekas (Cushing, TX); Kurt Nelson (Thompsons Station, OH); Nicholas James Kennedy (Akron, OH); Kevin Shinseki (San Carlos, CA); Robert Harpley (Akron, OH)

Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC

H04M3/5231H04L67/306H04M3/5183

Abstract

Claims (40)

1. A system for communication session management using smart callbacks, comprising:

a brand interface server comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:

communicate with a callback manager;

send data related to smart callback contracts and agents to a callback manager;

receive user calls to a brand;

create a callback request upon a user requesting a call back from a brand;

schedule a callback time with users based on user availability and agent scheduling; and

forward the callback request and the scheduled callback time to a callback manager; and

a callback manager comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:

store and maintain global user profiles;

store and maintain a blockchain ledger;

communicate with a brand interface server;

maintain relevant agent and brand data from the brand interface server;

execute callback requests;

determine environmental context and user intent;

calculate estimated wait times for callbacks;

receive a callback request and a scheduled callback time from the brand interface server;

create a smart callback contract, the smart callback contract comprising default data fields, wherein the default data fields are populated with information from at least user profiles, agent and brand data, environmental context and user intent, and estimated wait times;

execute the smart callback contract between consumers and agents at a specified time;

connect the two parties, when the two first and second called parties are online; and

validate the smart callback contract and add the callback to the blockchain ledger.

2. A method for communication session management using smart callbacks, comprising the steps of:

communicating with a callback manager;

sending data related to smart callback contracts and agents to a callback manager;

receiving user calls to a brand;

creating a callback request upon a user requesting a call back from a brand;

scheduling a callback time with users based on user availability and agent scheduling;

forwarding the callback request and the scheduled callback time to a callback manager;

storing and maintaining global user profiles;

storing and maintaining a blockchain ledger;

communicating with a brand interface server;

maintaining relevant agent and brand data from the brand interface server;

executing callback requests;

determining environmental context and user intent;

calculating estimated wait times for callbacks;

receiving a callback request and a scheduled callback time from the brand interface server;

creating a smart callback contract, the smart callback contract comprising default data fields, wherein the default data fields are populated with information from at least user profiles, agent and brand data, environmental context and user intent, and estimated wait times;

executing the smart callback contract between consumers and agents at a specified time;

connecting the two parties, when the two first and second called parties are online; and

validating the smart callback contract and adding the callback to the blockchain ledger.

Assignments (2)

Continuity (17)