System and method for intent-based active callback management

Abstract

A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

What is claimed is: 
     
         1 . A system for intent-based active callback management, comprising:
 a callback manager comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first plurality of programming instructions, when operating on the processor, cause the processor to:
 upon request from a callback requester, instantiate a callback object comprising a callback recipient; 
 obtain context data pertaining to the callback requester and callback recipient; 
 determine a callback time, based on the context data; and 
 direct an interaction manager to connect the two parties at the callback time; and 
   the interaction manager comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second plurality of programming instructions, when operating on the processor, cause the processor to:
 upon request from the callback manager, call one of the callback recipient and the callback requester as a first party when the first party is online; 
 upon connecting to the first called party, call the other of the callback recipient and the callback requester as a second party; and 
 physically connect the two parties in a live telephone call. 
   
     
     
         2 . The system of  claim 1 , wherein:
 data on at least one user or method of contact of a user is contained within a user profile; and   user profiles are updated based on callback usage and performance patterns, as well as updates requested by users.   
     
     
         3 . The system of  claim 1 , further comprising a calendar server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:
 interface with a plurality of user-specific calendars; and   identify timeslots when the callback requester and recipient will both be available.   
     
     
         4 . The system of  claim 1 , further comprising a brand interface server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:
 connect to a plurality of external services;   identify an external service to the callback manager; and   expose any available APIs of the identified external service to the callback manager.   
     
     
         5 . The system of  claim 4 , further comprising an intent analyzer comprising at least a processor, a memory, and a sixth plurality of programming instructions stored in the memory and operating on the processor, wherein the sixth plurality of programming instructions, when operating on the processor, cause the processor to:
 analyze a callback request to determine the context of the request;   wherein the analysis comprises at least one operation drawn from the set of text analytics, speech-to-text transcription, audio analysis, facial recognition, expression analysis, and posture analysis.   
     
     
         6 . The system of  claim 1 , further comprising a privacy server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:
 identify a callback requestor;   verify the callback requestor's identity against a trust configuration to determine whether the callback requestor is considered a trusted user;   if the callback requestor is not a trusted user, deny the callback request; and   encrypt at least one data stream involved in a callback.   
     
     
         7 . The system of  claim 1 , further comprising a bot server comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:
 receive a plurality of callback parameters from the callback requestor; and   provide the callback parameters to a callback manager.   
     
     
         8 . The system of  claim 1 , further comprising an operations analyzer comprising at least a processor, a memory, and a fifth plurality of programming instructions stored in the memory and operating on the processor, wherein the fifth plurality of programming instructions, when operating on the processor, cause the processor to:
 determine a particular communication channel to use for a callback;   monitor operation of components and communication channels involved in the callback; and   if a component or communication channel of a callback cloud experiences a failure, select an alternate communication channel to complete the callback at a scheduled time.   
     
     
         9 . The system of  claim 5 , further comprising a broker server comprising at least a processor, a memory, and a seventh plurality of programming instructions stored in the memory and operating on the processor, wherein the seventh plurality of programming instructions, when operating on the processor, cause the processor to:
 select a plurality of specific actions to take during a callback; and   allocate each selected action to a system component involved in the callback.   
     
     
         10 . A method for intent-based active callback management, comprising the steps of:
 upon request from a callback requester, instantiating a callback object comprising a callback recipient;   obtaining context data pertaining to the callback requester and callback recipient;   determining a callback time, based on the context data;   calling one of the callback recipient and the callback requester as a first party when the first party is online;   upon connecting to the first called party, calling the other of the callback recipient and the callback requester as a second party; and   physically connecting the two parties in a live telephone call.   
     
     
         11 . The method of  claim 10 , wherein:
 data on at least one user or method of contact of a user is contained within a user profile; and   user profiles are updated based on callback usage and performance patterns, as well as updates requested by users.   
     
     
         12 . The method of  claim 10 , further including the steps of:
 obtaining a plurality of scheduled events from a calendar from the callback requester; and   determining the callback time by determining when the requesting user is available for a callback, referencing the plurality of scheduled events.   
     
     
         13 . The method of  claim 10 , further including the steps of:
 interfacing with a plurality of user-specific calendars using a calendar server; and   identifying time slots when the callback requester and callback recipient will both be available.   
     
     
         14 . The method of  claim 10 , further comprising the steps of:
 connecting to a plurality of external services using a brand interface server;   identifying an external service to the callback manager; and   exposing any available APIs of the identified external service to the callback manager.   
     
     
         15 . The method of  claim 14 , further comprising the steps of:
 analyzing a callback request to determine the context of the request, using an intent analyzer;   wherein the analysis comprises at least one operation drawn from the set of text analytics, speech-to-text transcription, audio analysis, facial recognition, expression analysis, and posture analysis.   
     
     
         16 . The method of  claim 10 , further comprising the steps of:
 identifying a callback requestor, using a privacy server;   verifying the callback requestor's identity against a trust configuration to determine whether the callback requestor is considered a trusted user;   if the callback requestor is not a trusted user, denying the callback request; and   encrypting at least one data stream involved in a callback.   
     
     
         17 . The method of  claim 10 , further comprising the steps of:
 receiving a plurality of callback parameters from the callback requestor, using a bot server; and   providing the callback parameters to a callback manager.   
     
     
         18 . The method of  claim 10 , further comprising the steps of:
 determining a particular communication channel to use for a callback, using an operations analyzer;   monitoring operation of components and communication channels involved in the callback; and   if a component or communication channel of a callback cloud experiences a failure, selecting an alternate communication channel to complete the callback at a scheduled time.   
     
     
         19 . The method of  claim 15 , further comprising the steps of:
 selecting a plurality of specific actions to take during a callback, using a broker server; and   allocating each selected action to a system component involved in the callback.