Granted Patent B2

US 11,394,830 · App. 17/546,113 · 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 (46)

1. A system for hybrid callback management with biometric authentication, comprising:

a callback cloud service 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 an on-premise callback system;

maintain relevant agent, user, and brand data from an on-premise callback system;

send a biometric authentication request to a user device;

obtain from the user device, an identity indicator based on the biometric authentication request relating to the identity of a user of the device;

execute callback requests;

calculate estimated wait times for callbacks; and

an on-premise callback system 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:

communicate with a callback cloud service;

send data related to callback objects, agents, and users to a callback cloud service;

receive consumer calls to a brand;

create a callback object upon a consumer requesting a call back from a brand, the callback object comprising the identity indicator;

schedule a callback with consumers based on consumer availability and agent scheduling;

execute callbacks between consumers and agents at a specified time;

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

confirm, using the identity indicator, whether the user of the device is an authorized user.

2. The system of claim 1 , further comprising a biometric authenticator comprising at least a processor, a memory, and a third plurality of programming instructions stored in the memory and operating on the processor, wherein the third programming instructions, when operating on the processor, cause the processor to:

receive a request for a callback; and

generate the biometric authentication request.

3. The system of claim 1 , wherein the identity indicator is provided to a call center system or an agent to allow or deny bather transactions based upon if the user is confirmed as an authorized User.

4. The system of claim 1 , wherein the identity indicator is transmitting using DTMF tones.

5. The system of claim 1 , wherein the identity indicator is obtained over the Internet.

6. The system of claim 1 , wherein the identity indicator is obtained through a third-party API.

7. A method for hybrid callback management with biometric authentication, comprising the steps of:

communicating with an on-premise callback system using a callback cloud service;

maintaining relevant agent, user, and brand data from an on-premise callback system, using the callback cloud service;

sending a biometric authentication request to a user device;

obtaining from the user device, an identity indicator based on the biometric authentication request relating to the identity of a user of the device;

executing callback requests, using the callback cloud service;

calculating estimated wait times for callbacks, using the callback cloud service;

communicating with a callback cloud service, using an on-premise callback system;

sending data related to callback objects, agents, and users to the callback cloud service, using the on-premise callback system;

receiving consumer calls to a brand, using the on-premise callback system;

creating a callback object upon a consumer requesting a call back from a brand, the callback object comprising the identity indicator;

scheduling a callback with consumers based on consumer availability and agent scheduling, using the on-premise callback system;

executing callbacks between consumers and agents at a specified time, using the on-premise callback system; and

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

confirming, using the identity indicator, whether the user of the device is an authorized user.

8. The method of claim 7 , further comprising a biometric authenticator comprising at least a processor, a memory, and a third plurality of programming instructions stored in the memory and operating on the processor, wherein the third programming instructions, when operating on the processor, cause the processor to:

receive a request for a callback; and

generate the biometric authentication request.

9. The method of claim 7 , wherein the identity indicator s provided to a call center system or an agent to allow or deny further transactions based upon if the user is confirmed as an authorized user.

10. The method of claim 7 , wherein the identity indicator is transmitting using DTMF tones.

11. The method of claim 7 , wherein the identity indicator is obtained over the Internet.

12. The method of claim 7 , wherein entity indicator is obtained through a third-party API.

Assignments (4)

Continuity (17)