Granted Patent B2

US 11,856,142 · App. 17/895,955 · Granted Dec 26, 2023

Inventors: Matthew Donaldson Moller (Petaluma, CA); Matthew DiMaria (Brentwood, TN); Shannon Lekas (Cushing, TX)

Assignee: Virtual Hold Technology Solutions, LLC

H04M3/5231H04L67/306H04M3/5183

Abstract

Claims (71)

1. An adaptive cloud conversation platform, comprising:

an adaptive platform client application operating on a first computing device comprising a first memory and a first processor, the adaptive platform client application configured to cause the first computing device to:

receive input regarding a subject matter;

retrieve a first consumer profile for a consumer operating the first computing device from a local consumer profile database stored on the first computing device, the first consumer profile comprising a consumer identifier and one or more attributes of the consumer;

compare the input to the one or more attributes to determine whether a conversation should be initiated with a brand; and

where the determination is that a conversation should be initiated, send a request for initiation of a conversation to the conversation manager, the request comprising the consumer identifier and the subject matter;

a second computing device comprising a second memory, a second processor, and a non-volatile data storage device;

a cloud consumer profile database stored on the non-volatile data storage device, the cloud consumer profile database comprising a plurality of consumer profiles, each comprising a plurality of consumer data and a plurality of consumer contact preferences pertaining to a specific consumer;

a brand database stored on the non-volatile data storage device, the brand database comprising brand information comprising product information, service information, or both, for a plurality of brands and one or more contact channels for each brand;

the conversation manager comprising a first plurality of programming instructions stored in the second memory which, when operating on the second processor, causes the second computing device to:

receive the request for initiation of the conversation from the adaptive ecosystem application;

using the consumer identifier, retrieve a second consumer profile for the consumer from the cloud consumer profile database, the second consumer profile comprising a plurality of consumer data about the consumer and a plurality of consumer contact preferences for the consumer;

retrieve brand information for a plurality of brands from the brand database;

process the consumer data of the second consumer profile, the subject matter, and the brand information through a first machine learning algorithm to obtain a brand recommendation for initiating a conversation with the consumer;

process the consumer contact preferences of the consumer profile and the contact channels of the brand information through a second machine learning algorithm to obtain a recommended callback time and a recommended callback channel for a callback from the brand to the consumer about the subject matter;

schedule the callback from the brand to the consumer about the subject matter at the callback time through the callback channel; and

send the scheduled callback to a callback manager for implementation;

the callback manager comprising a second plurality of programming instructions stored in the first memory which, when operating on the first processor, causes the first computing device to:

receive the callback schedule; and

execute the callback schedule by establishing communications between the brand and the consumer at the selected time through the selected channel as indicated in the callback schedule.

2. The method of claim 1 , wherein the adaptive platform application is downloaded to the first computing device from a set of applications stored in and compatible with the platform, each application of the set of applications having a different subject matter.

3. The method of claim 2 , wherein the adaptive platform application comprises concierge functionality configured to:

monitor the consumer's usage of other applications on the first computing device;

identify a common theme of the consumer's usage; and

include the common theme in the subject matter of the request.

4. The method of claim 2 , wherein the adaptive platform application comprises health functionality configured to:

receive biometric data for the consumer;

detect an anomaly suggesting a possible health problem by comparing the biometric data to the one or more attributes in the first consumer profile; and

include the anomaly in the subject matter of the request.

5. The method of claim 2 , wherein the adaptive platform application comprises real estate functionality configured to:

determine a location of the first consumer device;

suggest real estate properties nearby the location that match the one or more attributes in the first consumer profile; and

include the suggested nearby real estate properties in the subject matter of the request.

6. The method of claim 2 , wherein the adaptive platform application comprises brand-specific functionality configured to:

provide information about a brand-specific product or service;

receive an interaction from the consumer indicating interest in the brand-specific product or service; and

include the brand-specific product or service and the consumer's interest in the subject matter of the request.

7. A method for operating an adaptive cloud conversation platform, comprising the steps of:

using an adaptive platform client application operating on a first computing device to:

receive input regarding a subject matter;

retrieve a first consumer profile for a consumer operating the first computing device from a local consumer profile database stored on the first computing device, the first consumer profile comprising a consumer identifier and one or more attributes of the consumer;

compare the input to the one or more attributes to determine whether a conversation should be initiated with a brand; and

where the determination is that a conversation should be initiated, send a request for initiation of a conversation to a conversation manager operating on a second computing device, the request comprising the consumer identifier and the subject matter;

using the conversation manager to:

receive the request for initiation of the conversation from the adaptive ecosystem application;

using the consumer identifier, retrieve a second consumer profile for the consumer from a cloud consumer profile database stored on the second computing device, the cloud consumer profile database comprising a plurality of consumer profiles, each comprising a plurality of consumer data and a plurality of consumer contact preferences pertaining to a specific consumer, and the second consumer profile comprising a plurality of consumer data about the consumer and a plurality of consumer contact preferences for the consumer;

retrieve brand information for a plurality of brands from a brand database stored on the second computing device, the brand database comprising brand information comprising product information, service information, or both, for a plurality of brands and one or more contact channels for each brand;

process the consumer data of the second consumer profile, the subject matter, and the brand information through a first machine learning algorithm to obtain a brand recommendation for initiating a conversation with the consumer;

process the consumer contact preferences of the consumer profile and the contact channels of the brand information through a second machine learning algorithm to obtain a recommended callback time and a recommended callback channel for a callback from the brand to the consumer about the subject matter;

schedule the callback from the brand to the consumer about the subject matter at the callback time through the callback channel; and

send the scheduled callback to a callback manager operating on the second computing device for implementation;

using the callback manager to:

receive the callback schedule; and

execute the callback schedule by establishing communications between the brand and the consumer at the selected time through the selected channel as indicated in the callback schedule.

8. The method of claim 7 , further comprising the step of downloading the adaptive platform application to the first computing device from a set of applications stored in and compatible with the platform, each application of the set of applications having a different subject matter.

9. The method of claim 8 , wherein the adaptive platform application comprises concierge functionality configured to:

monitor the consumer's usage of other applications on the first computing device;

identify a common theme of the consumer's usage; and

include the common theme in the subject matter of the request.

10. The method of claim 8 , wherein the adaptive platform application comprises health functionality configured to:

receive biometric data for the consumer;

detect an anomaly suggesting a possible health problem by comparing the biometric data to the one or more attributes in the first consumer profile; and

include the anomaly in the subject matter of the request.

11. The method of claim 8 , wherein the adaptive platform application comprises real estate functionality configured to:

determine a location of the first consumer device;

suggest real estate properties nearby the location that match the one or more attributes in the first consumer profile; and

include the suggested nearby real estate properties in the subject matter of the request.

12. The method of claim 8 , wherein the adaptive platform application comprises brand-specific functionality configured to:

provide information about a brand-specific product or service;

receive an interaction from the consumer indicating interest in the brand-specific product or service; and

include the brand-specific product or service and the consumer's interest in the subject matter of the request.

Assignments (2)

Continuity (26)