Patent ID: 11863706
Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC H

Claim 7:
8. A method for managing callbacks using a cloud callback platform, comprising the steps of:
initiating a session when first contact is made with a callback requestor;
receiving a request for a callback to a callback recipient from a callback requester;
instantiating a callback object;
sending session attributes to a context analysis engine;
obtaining a context summary report;
linking the context summary report and the callback object;
providing the context summary report to the callback recipient at a scheduled callback time;
executing callback requests;
training a statistical model to determine a success score of a communication channel of a plurality of communication channels;
determining an appropriate communications channel to execute the callback between the callback requestor and the callback recipient;
monitoring for points of failure in the cloud callback platform;
using the trained statistical model to determine the success score for each remaining communication channel of the plurality communication channels;
comparing the plurality of success scores to determine an alternative communication channel; and
bridging the callback requestor and callback recipient using the alternate communication channel when a callback attempt fails as a result of a monitored failure in the cloud callback platform.