System and method for mobile device active callback integration

Abstract

A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.

What is claimed is: 
     
         1 . A mobile device with active callback integration, comprising:
 a processor, a memory, and a plurality of programming instructions stored in the memory and operable on the processor; and   a callback integration engine comprising a subset of the plurality of programming instructions that, when operating on the processor, cause the processor to:
 provide a callback token for presentation via an operating system of the mobile device; 
 receive interaction from a user via the callback token; 
 produce a callback object, the callback object comprising information associated with the callback token; 
 call a callback participant based on the callback object; and 
 connect the mobile device with another device, when the callback participant accepts an incoming call prompt. 
   
     
     
         2 . The mobile device of  claim 1 , wherein the callback integration engine is further configured to:
 receive a text message from a contact center, the text message comprising an appropriate time for a callback; and   wherein the callback object is produced comprising the appropriate time for the callback.   
     
     
         3 . The mobile device of  claim 1 , wherein the callback integration engine is further configured to:
 receive a callback request from a social network application; and   wherein the callback object is produced comprising information retrieved from a social network server.   
     
     
         4 . The mobile device of  claim 1 , wherein the callback integration engine is further configured to:
 receive, from an adaptive cloud conversation platform, a suggested callback message when a user of the mobile device abandons a call; and   wherein the callback object is produced comprising information associated with the suggested callback message.   
     
     
         5 . The mobile device of  claim 1 , wherein the callback integration engine selects the callback participant based on trust information, the trust information comprising an indication of whether the callback participant is trusted by the user. 
     
     
         6 . A method for mobile device active callback integration, comprising the steps of:
 providing, using a callback integration engine operating on a mobile device, a callback token for presentation via a mobile device operating system;   receiving interaction from a user via the callback token;   producing a callback object comprising information associated with the callback token;   calling a callback participant based on the callback object; and   connect the mobile device with another device, when the callback participant accepts an incoming call prompt.   
     
     
         7 . The method of  claim 6 , further comprising the steps of:
 receiving a text message from a contact center, the text message comprising an appropriate time for a callback; and   wherein the callback object is produced comprising the appropriate time for the callback.   
     
     
         8 . The method of  claim 6 , further comprising the steps of:
 receiving a callback request from a social network application; and   wherein the callback object is produced comprising information retrieved from a social network server.   
     
     
         9 . The method of  claim 6 , further comprising the steps of:
 receiving, from an adaptive cloud conversation platform, a suggested callback message when a user of the mobile device abandons a call;   wherein the callback object is produced comprising information associated with the suggested callback message.   
     
     
         10 . The method of  claim 6 , wherein the callback integration engine selects the callback participant based on trust information, the trust information comprising an indication of whether the callback participant is trusted by the user. 
     
     
         11 . A mobile device with active callback integration, comprising:
 a processor, a memory, and a plurality of programming instructions stored in the memory and operable on the processor; and   a callback integration engine comprising a subset of the plurality of programming instructions that, when operating on the processor, cause the processor to:
 receive an incoming call from a caller at the mobile device; 
 provide the incoming call and a callback token to an operating system of the mobile device for presentation to a user as a first incoming call prompt; 
 receive interaction from the user via the callback token; and 
 transmit a notification to the caller, the notification comprising instructions for a callback. 
   
     
     
         12 . The mobile device of  claim 11 , wherein the callback integration engine analyzes available information about the caller, and the callback token is produced based on the results of the analysis. 
     
     
         13 . The mobile device of  claim 11 , wherein the callback integration engine analyzes the user's calendar, and wherein the callback instructions are based on the results of the analysis. 
     
     
         14 . The mobile of  claim 11 , wherein the callback integration engine analyzes hardware information of the computing device, and wherein the callback instructions are based on the results of the analysis.