Patent ID: 11962549
Assignee: MICROSOFT TECHNOLOGY LICENSING, LLC
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC H

Claim 12:
13. A computing system including one or more processors and one or more memories configured to perform operations comprising:
placing, by a computing device, a user into a first queue on a first communication channel to converse with a second user, wherein the user has a particular reason for conversing with the second user;
identifying a trigger for the first communication channel, wherein the trigger is a time based trigger;
sending the user a self-service option based upon, at least in part, identifying the trigger for the first communication channel, wherein the self-service option is sent on an alternate communication channel while the user is in the first queue;
receiving an indication from the user that the self-service option has resolved the particular reason for the user conversing with the second user and terminating both the first communication channel and the alternate communication channel in response to receiving the indication; and
prioritizing the user with respect to at least one of the first communication channel and a second communication channel based upon, at least in part, a prior placement of the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is less than a threshold amount of time, and not prioritizing the user with respect to at least one of the first communication channel and the second communication channel when the prior placement is greater than the threshold amount of time.