Patent ID: 11917105
Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 0:
1. A system for providing chat-based customer callbacks, comprising:
a callback application server comprising a memory and a processor;
an interaction manager comprising a first plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the first plurality of programming instructions, when operating on the processor, cause the callback application server to:
determine callback availability for agents in a contact center, the callback availability being based on analysis of historical data at the contact center, wherein the historical data includes at least one of call arrival rates associated with each agent, callback request and callback completion rates associated with each agent, availability pattern of each agent, and interaction length associated with each agent;
select an agent from a subset of agents, wherein the subset of agents is selected from the agents in the contact center based on the determined callback availability, wherein the subset of agents includes at least one agent identified by a user; and
direct the callback application server to initiate the callback from the selected agent to the user, using a session manager of the callback application server; and

an intent analyzer comprising a second plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the second plurality of programming instructions, when operating on the processor, cause the callback application server to:
establish a chat session between the user and a chat bot;
wherein the chat bot:
receives a communication from the user with the callback request, wherein the communication includes a request for the one agent; and

upon receipt of the callback request from the user, directs the callback request to the interaction manager.