Granted Patent B2

US 11,792,324 · App. 18/154,814 · Granted Oct 17, 2023

Inventors: Matthew DiMaria (Brentwood, TN); Kurt Nelson (Thompsons Station, OH); Nicholas James Kennedy (Akron, OH); Robert Harpley (Akron, OH); Shannon Lekas (Cushing, TX)

Assignee: Virtual Hold Technology Solutions, LLC

H04M3/5231H04L67/306H04M3/5183

Abstract

Claims (34)

1. A system for hybrid callback management with transparent user 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;

generate a biometric authentication request for a user making a callback request;

obtain from the user device, a plurality of voice utterances;

generate a voice ID from the obtained plurality of voice utterances, the voice ID being based on the biometric authentication request relating to the identity of a user of the device;

execute the callback request; 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 the callback cloud service;

send data related to callback requests to the callback cloud service;

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

schedule a callback with the user;

execute the callback between the user and an agent at a specified time;

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

confirm, using the callback object, whether the user of the device is an authorized user.

2. The system of claim 1 , wherein the callback object comprises a plurality of personal information details pertaining to the user.

3. The system of claim 2 , wherein the user is authenticated by verifying at least a portion of the personal information details in the callback object.

4. The system of claim 1 , wherein the user is authenticated by comparing the voice ID to the callback object.

5. A method for hybrid callback management with transparent user authentication, comprising the steps of:

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

generating a biometric authentication request for a user making a callback request;

obtaining from the user device, a plurality of voice utterances;

generating a voice ID from the obtained plurality of voice utterances, the voice ID being based on the biometric authentication request relating to the identity of a user of the device;

executing the callback request;

communicating with the callback cloud service, at an on-premise callback system;

sending data related to callback requests to the callback cloud service;

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

scheduling a callback with the user;

executing the callback between the user and an agent at a specified time;

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

confirming, using the callback object, whether the user of the device is an authorized user.

6. The method of claim 5 , wherein the callback object comprises a plurality of personal information details pertaining to the user.

7. The method of claim 6 , wherein the user is authenticated by verifying at least a portion of the personal information details in the callback object.

8. The method of claim 5 , wherein the user is authenticated by comparing the voice ID to the callback object.

Assignments (2)

Continuity (19)