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

Claim 9:
10. A method for providing chat-based customer callbacks, comprising the steps of:
establishing a chat session between a user and a chat bot, wherein the chat bot operates on a callback application server;
receiving a communication from the user with a callback request, wherein the communication includes a request for a particular agent;
determining, using the chat bot, whether the communication falls within the chat
determining, using an interaction manager, 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;
selecting 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 in the contact center includes the particular agent; and
performing a requested callback from the selected agent to the user using the callback application server.