US 9,813,556 B2
Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms
Bruce A. Sharpe, Aurora, CO (US); Anthony G. Shrader, Firestone, CO (US); and William T. Cumberland, Denver, CO (US)
Assigned to TELETECH HOLDINGS, INC., Englewood, CO (US)
Filed by Bruce A. Sharpe, Aurora, CO (US); Anthony G. Shrader, Firestone, CO (US); and William T. Cumberland, Denver, CO (US)
Filed on Dec. 28, 2016, as Appl. No. 15/391,859.
Application 15/391,859 is a continuation of application No. 14/925,695, filed on Oct. 28, 2015, granted, now 9,571,649.
Application 14/925,695 is a continuation in part of application No. 14/686,514, filed on Apr. 14, 2015, granted, now 9,357,073, issued on May 31, 2016.
Application 14/686,514 is a continuation of application No. 14/521,783, filed on Oct. 23, 2014, granted, now 9,036,807, issued on May 19, 2015.
Claims priority of provisional application 62/074,591, filed on Nov. 3, 2014.
Prior Publication US 2017/0111508 A1, Apr. 20, 2017
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/523 (2006.01); H04M 3/42 (2006.01); H04M 7/00 (2006.01); H04L 29/08 (2006.01)
CPC H04M 3/5232 (2013.01) [H04L 67/306 (2013.01); H04M 3/42068 (2013.01); H04M 7/0021 (2013.01); H04M 2203/551 (2013.01); H04M 2203/558 (2013.01)] 32 Claims
OG exemplary drawing
 
1. A computer-implemented method for routing messages to connect users with agents, the method comprising:
receiving, by an interaction monitor running within a first server, a first message having information identifying a user interaction with content presented via a mobile application running within a mobile device of a user;
retrieving, by a matching engine, a user profile from a user database associated with the user, the user profile containing static user information describing the user;
dynamically collecting, by a real-time data collector hosted by the first server, real-time user information from one or more external data sources via a set of application programming interfaces (APIs);
matching, by the matching engine, the user with a plurality of agents associated with the first server based on the user interaction with the content, the static user information, the real-time user information, and agent profiles of the agents to determine a list of one or more agents, according to a set of agent matching rules that is associated with a client that provides the content; and
transmitting a second message to the mobile application of the mobile device, the second message including the list of one or more agents for user selection, wherein in response to a user selection of a first agent, a communication session is established between the user and the selected agent.