Patent ID: 9635067
Date: 2017-04-25
CPC Classifications: H04L,H04M

Claim:
1. A system for discontinuous communication in a customer service platform, comprising: a host device comprising a processor configured to execute at least a conversation service, a trace service, and a routing service, the host device configured to be operatively coupled, via a network, to (1) a client device having a processor configured to execute an application or a web browser having a client interface and (2) an agent device having a processor configured to execute an application or a web browser having an agent interface; and a database configured to store a conversation record, a trace record, and a client case, the host device configured to receive, via a first communication mode, a first communication including a request for live agent support at a first time from the client device or the agent device, the host device configured to receive, via a second communication mode, a second communication from the client device or the agent device, the second communication being received at a second time which is later than and independent of the first time, the host device configured to relate the first communication and the second communication to the client case and store the client case in the database, wherein the client device and the agent device remain accessible to each other via the client interface and the agent interface, wherein before receiving the first communication at the first time, the host device is configured to execute an automation stage that includes checking if a session ID associated with the client device exists, and if no session ID associated with the client device exists then generating a session ID associated with the client device, executing a conversation service that creates a new conversation instance related to the session ID, and executing a trace service that creates a new trace instance related to the session ID, wherein in response to the request for live agent support, the host device is configured to execute an engagement stage that includes checking to see if an identifier of the client device is in an agent work list and if not, then creating a client case, linking the session ID to the client case, assigning the client case to an agent, and adding the client case to an agent work list.