| US 11,810,125 B1 | ||
| Systems and methods for a hybrid guided communication session | ||
| S Clayton Bain, Phoenix, AZ (US) | ||
| Assigned to SALUCRO HEALTHCARE SOLUTIONS, LLC, Phoenix, AZ (US) | ||
| Filed by Salucro Healthcare Solutions, LLC, Phoenix, AZ (US) | ||
| Filed on Jan. 10, 2019, as Appl. No. 16/244,432. | ||
| Claims priority of provisional application 62/615,878, filed on Jan. 10, 2018. | ||
| Int. Cl. G06Q 30/01 (2023.01); H04M 3/51 (2006.01); G06F 16/33 (2019.01); G06F 16/242 (2019.01); H04L 65/1069 (2022.01) | ||
| CPC G06Q 30/01 (2013.01) [G06F 16/243 (2019.01); G06F 16/3344 (2019.01); H04L 65/1069 (2013.01); H04M 3/5191 (2013.01)] | 20 Claims |
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1. A system comprising:
a processor; and a tangible, non-transitory memory configured to communicate with the processor, the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
receiving an inquiry from a user via a user terminal having an inquiry application and a web browser;
streaming the inquiry to one or more support terminals that are open and configured to provide live support for the inquiry, wherein the one or more support terminals having the inquiry application, and wherein the inquiry is streamed along with multiple other inquiries in parallel;
streaming, to the one or more support terminals, a state of the user terminal, wherein the state of the user terminal includes a state of the inquiry application, a state of the web browser that is currently being displayed on the user terminal, user activity on the inquiry application, movement of a mouse of the user on at least one of the inquiry application or web browser and textual context being typed into at least one of the inquiry application or web browser;
determining if an automated response to the inquiry is available by searching a database of responses;
providing, to the user terminal, the automated response to the inquiry, in response to the automated response being in the database or responses;
providing, to the user terminal, the live support for the inquiry, in response to a lack of availability of the automated response;
providing, to the user terminal in real-time and in response to the state of the user terminal and the inquiry, prompts in a chat box, commands in a chat box, highlights of a screen of the user terminal, text based requests to the user terminal, prompts for the user to click and pop up messages alongside a portion of a website on the user terminal to guide the user through a resolution of the inquiry;
receiving, from the user terminal, a differential state of the user terminal with updates to the state of the user terminal,
streaming the differential state of the user terminal to the one or more support terminals;
determining progress toward the resolution of the inquiry, based on the differential state of the user terminal;
receiving, from the user terminal, feedback if the resolution was satisfactory;
receiving information from the one or more support terminals regarding the live support; and
updating the database of responses with the information to create additional of the automated responses.
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