On-hold experience
Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.
1 . A method for interacting with a user while the user is on-hold, the method comprising:
receiving, at an enterprise, a call from a user device associated with the user;
placing the call into an on-hold queue;
accessing an on-hold profile established for the user and obtaining current values for one or more data fields established in the-hold profile;
in response to the call being placed in the on-hold queue, requesting, from the user, an intent of the call;
launching a chat window by:
detecting that the user is logged into an application of an enterprise on a second device, other than the user device, and sending a command, to initiate a chat session, to the second device,
wherein the chat window provides a textual, two-way communication interface with an entity of the enterprise, and
wherein the chat window automatically provides a) the current values for the one or more data fields established in the on-hold profile and b) information associated with the intent of the call; and
displaying a list of options, in the chat window, that includes a link configured to i) initiate displaying information in the chat window after the link is selected or ii) initiate the transferring of the call to a representative.
2 . The method of claim 1 , further comprising determining, based on the on-hold profile, at least one activity for the user while the call is in the on-hold queue.
3 . The method of claim 2 , further comprising providing the at least one activity via the chat window and/or a speaker of the user device, wherein the at least one activity comprises a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or any combination thereof.
4 . The method of claim 1 ,
wherein, after receiving the intent of the call, the method further comprises determining that there is a digital solution associated with the intent; and
wherein the information associated with the intent of the call, provided in the chat window, is information regarding the digital solution.
5 . The method of claim 1 , further comprising routing the call based on the intent of the call.
6 . A non-transitory computer-readable storage medium storing instructions, for interacting with a user while the user is on-hold, the instructions, when executed by a computing system, cause the computing system to:
receive, at an enterprise, a call from a user device associated with the user;
place the call into an on-hold queue;
access an on-hold profile established for the user and obtain current values for one or more data fields established in the-hold profile;
in response to the call being placed in the on-hold queue, launch a chat window by:
detecting that the user is logged into an application of enterprise on a second device other than the user device and sending a command, to initiate a chat session, to the second device,
wherein the chat window provides a textual, two-way communication interface with an entity of the enterprise, and
wherein the chat window automatically provides the current values for the one or more data fields established in the on-hold profile; and
display a list of options in the chat window that includes a link configured to i) initiate displaying information in the chat window after the link is selected or ii) initiate the transferring of the call to a representative.
7 . The non-transitory computer-readable storage medium of claim 6 ,
wherein the instructions, when executed, further cause the computing system to, in response to the call being placed in the on-hold queue, request an intent of the call; and
wherein the chat window further automatically provides information associated with the intent of the call.
8 . The computer-readable storage of claim 7 ,
wherein the instructions, when executed, further cause the computing system to, after receiving the intent of the call, determine that there is a digital solution associated with the intent; and
wherein the information associated with the intent of the call, provided in the chat window, is information regarding the digital solution.
9 . The non-transitory computer-readable storage medium of claim 7 , wherein the instructions, when executed, further cause the computing system to route the call based on the intent of the call.
10 . The non-transitory computer-readable storage medium of claim 6 , wherein the instructions, when executed, further cause the computing system to determine, based on the on-hold profile, at least one activity for the user while the call is in the on-hold queue.
11 . The non-transitory computer-readable storage medium of claim 10 , wherein the instructions, when executed, further cause the computing system to provide the at least one activity via the chat window and/or a speaker of the user device, wherein the at least one activity comprises a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or any combination thereof.
12 . A computing system for interacting with a user while the user is on-hold, the computing system comprising:
one or more processors; and
one or more memories storing instructions that, when executed by the one or more processors, cause the computing system to:
receive a call from a user device associated with the user;
place the call into an on-hold queue;
access an on-hold profile established for the user and obtain current values for one or more data fields established in the-hold profile;
in response to the call being placed in the on-hold queue, launch a chat window by:
detecting that the user is logged into an application of enterprise on a second device other than the user device and sending a command, to initiate a chat session, to the second device,
wherein the chat window provides a textual, two-way communication interface with an entity of the enterprise, and
wherein the chat window that automatically provides the current values for the one or more data fields established in the on-hold profile; and
display a list of options in the chat window that includes a link configured to i) initiate displaying information in the chat window after the link is selected or ii) initiate the transferring of the call to a representative.
13 . The computing system of claim 12 ,
wherein the instructions, when executed, further cause the computing system to, in response to the call being placed in the on-hold queue, request an intent of the call; and
wherein the chat window further automatically provides information associated with the intent of the call.
14 . The computing system of claim 13 ,
wherein the instructions, when executed, further cause the computing system to, after receiving the intent of the call, determine that there is a digital solution associated with the intent; and
wherein the information associated with the intent of the call, provided in the chat window, is information regarding the digital solution.
15 . The computing system of claim 13 , wherein the instructions, when executed, further cause the computing system to route the call based on the intent of the call.
16 . The computing system of claim 12 , wherein the instructions, when executed, further cause the computing system to determine, based on the on-hold profile, at least one activity for the user while the call is in the on-hold queue.
17 . The computing system of claim 16 , wherein the instructions, when executed, further cause the computing system to provide the at least one activity via the chat window and/or a speaker of the user device, wherein the at least one activity comprises a selected form of entertainment, a predetermined music type or station or streaming service, marketing material, financial information or advice, or any combination thereof.