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Dynamic message processing and aggregation of data in messaging

A message and data technology, applied in the direction of data exchange network, message/mail/notification, transmission system, etc., can solve the problems of human operators not answering, wasting time, disappointment, etc.

Pending Publication Date: 2021-11-09
LIVEPERSON
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, callers often complain that traditional IVR systems often waste time by forcing the caller to listen to a lengthy recording of each option reading a very long menu before the caller can make a selection
Callers are also often put on hold for long periods of time waiting to speak to a human operator, or the human operator may not answer the call at all, leading to disappointment

Method used

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Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0022] The ensuing description provides an example of an implementation(s) only, and is not intended to limit the scope, applicability, or configuration of the invention. Rather, the ensuing description of the example(s) of the implementation will provide those skilled in the art with an enabling description for implementing the example(s) of the implementation. It being understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope as set forth in the appended claims.

[0023] figure 1 A block diagram of an embodiment of a network interaction system that implements and supports certain embodiments and features described herein is shown. Certain implementations involve establishing a connection channel between a network device 105 (which may be operated by a user 110 ) and a client device 130 associated with a client 125 . In some implementations, the network interaction system may include an end device 11...

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PUM

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Abstract

A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.

Description

[0001] Cross References to Related Applications [0002] This application claims the benefit of U.S. Provisional Application No. 62 / 825,153, filed March 28, 2019, the entire disclosure of which is incorporated herein by reference for all purposes. technical field [0003] The present invention generally relates to facilitating the routing of communications. More specifically, techniques are provided for dynamically routing and processing messages between different devices during a communication session. For example, an embodiment may redirect a caller from a telephony environment to a text messaging environment in order to perform service with one or more clients. Background technique [0004] Clients often use the phone system to answer phone calls from users seeking their services. These phone systems may allow users to speak with a live representative of the client, or may use an Interactive Voice Response (IVR) system. IVR is a technology that allows a human caller t...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04L12/58H04M3/51H04M3/523H04M7/00
CPCH04M3/5141H04M2203/651H04M3/42382H04M7/0048H04M3/523H04L51/066G06F40/30G06N20/00H04M3/4936H04M3/5232H04W4/14
Inventor 杰弗里·索尔特
Owner LIVEPERSON