System and method for intent-based active callback management

1. A system for intent-based active callback management, comprising:

a callback manager 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 plurality of programming instructions, when operating on the processor, cause the processor to:

receive a request for a callback to a callback recipient from a callback requester;

instantiate a callback object;

obtain context data for callback requester and callback recipient;

determine a callback time, based at least on at least data on one user or method of contact of a user, and the context data, and communicate it back to the callback recipient and the callback requester; and

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

an interaction 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 plurality of programming instructions, when operating on the processor, cause the processor to:

call the other of a callback requester and callback recipient, when the first called party is online, as a second called party; and

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

2. The system of claim 1 , wherein:

data on at least one user or method of contact of a user is contained within a user profile; and

user profiles are updated based on callback usage and performance patterns, as well as updates requested by users.

3. The system of claim 1 , further comprising a calendar server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:

interface with a plurality of user-specific calendars; and

identify timeslots when the callback requester and recipient will both be available.

4. The system of claim 1 , further comprising a brand interface server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:

connect to a plurality of external services;

identify an external service to the callback manager; and

expose any available APIs of the identified external service to the callback manager.

5. The system of claim 4 , further comprising an intent analyzer comprising at least a processor, a memory, and a sixth plurality of programming instructions stored in the memory and operating on the processor, wherein the sixth plurality of programming instructions, when operating on the processor, cause the processor to:

analyze a callback request to determine the context of the request;

wherein the analysis comprises at least one operation drawn from the set of text analytics, speech-to-text transcription, audio analysis, facial recognition, expression analysis, and posture analysis.

6. The system of claim 1 , further comprising a privacy server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:

identify a callback requestor;

verify the callback requestor's identity against a trust configuration to determine whether the callback requestor is considered a trusted user;

if the callback requestor is not a trusted user, deny the callback request; and

encrypt at least one data stream involved in a callback.

7. The system of claim 1 , further comprising a bot server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:

receive a plurality of callback parameters from the callback requestor; and

provide the callback parameters to a callback manager.

8. The system of claim 1 , further comprising an operations analyzer comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:

determine a particular communication channel to use for a callback;

monitor operation of components and communication channels involved in the callback; and

if a component or communication channel of a callback cloud experiences a failure, select an alternate communication channel to complete the callback at a scheduled time.

9. The system of claim 5 , further comprising a broker server comprising at least a processor, a memory, and a seventh plurality of programming instructions stored in the memory and operating on the processor, wherein the seventh plurality of programming instructions, when operating on the processor, cause the processor to:

select a plurality of specific actions to take during a callback; and

allocate each selected action to a system component involved in the callback.

10. A method for intent-based active callback management, comprising the steps of:

receiving a request for a callback to a callback recipient from a callback requester;

instantiate a callback object;

obtaining context data for callback requester and callback recipient;

determining a callback time based on at least data on at least one user or method of contact of a user, and the context data, and communicating the determined callback time to the callback recipient and the callback requester;

attempting a call to a first called party when a callback time arrives, the first called party being one of either the callback requester or callback recipient;

calling as a second called party, the other of the callback requester and callback recipients, when the first called party is online; and

connecting the two first and second called parties when the second called party is online.

11. The method of claim 10 , wherein:

data on at least one user or method of contact of a user is contained within a user profile; and

user profiles are updated based on callback usage and performance patterns, as well as updates requested by users.

12. The method of claim 10 , further including the steps of:

obtaining a plurality of scheduled events from a calendar from the callback requester; and

determining the callback time by determining when the requesting user is available for a callback, referencing the plurality of scheduled events.

13. The method of claim 10 , further including the steps of:

interfacing with a plurality of user-specific calendars using a calendar server; and

identifying time slots when the callback requester and callback recipient will both be available.

14. The method of claim 10 , further comprising the steps of:

connecting to a plurality of external services using a brand interface server;

identifying an external service to the callback manager; and

exposing any available APIs of the identified external service to the callback manager.

15. The method of claim 14 , further comprising the steps of:

analyzing a callback request to determine the context of the request, using an intent analyzer;

wherein the analysis comprises at least one operation drawn from the set of text analytics, speech-to-text transcription, audio analysis, facial recognition, expression analysis, and posture analysis.

16. The method of claim 10 , further comprising the steps of:

identifying a callback requestor, using a privacy server;

verifying the callback requestor's identity against a trust configuration to determine whether the callback requestor is considered a trusted user;

if the callback requestor is not a trusted user, denying the callback request; and

encrypting at least one data stream involved in a callback.

17. The method of claim 10 , further comprising the steps of:

receiving a plurality of callback parameters from the callback requestor, using a bot server; and

providing the callback parameters to a callback manager.

18. The method of claim 10 , further comprising the steps of:

determining a particular communication channel to use for a callback, using an operations analyzer;

monitoring operation of components and communication channels involved in the callback; and

if a component or communication channel of a callback cloud experiences a failure, selecting an alternate communication channel to complete the callback at a scheduled time.

19. The method of claim 15 , further comprising the steps of:

selecting a plurality of specific actions to take during a callback, using a broker server; and allocating each selected action to a system component involved in the callback.