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

Claim 0:
1. A system for a cloud callback platform, comprising:
a computing device comprising a memory and a processor;
a callback manager comprising a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first plurality of programming instructions, cause the computing device to:
initiate a session when first contact is made with a callback requestor;
receive a request for a callback to a callback recipient from the callback requester;
instantiate a callback object;
send session attributes to a context analysis engine;
obtain a context summary report;
link the context summary report and the callback object;
provide the context summary report to the callback recipient at a scheduled callback time; and
execute callback requests; and

an operations analyzer comprising a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second plurality of programming instructions, cause the computing device to:
train a statistical model to determine a success score of a communication channel of a plurality of communication channels;
determine an appropriate communications channel to execute the callback between the callback requestor and the callback recipient;
monitor for points of failure in the cloud callback platform;
use the trained statistical model to determine the success score for each remaining communication channel of the plurality communication channels;
compare the plurality of success scores to determine an alternative communication channel; and
bridge 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.