The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 01, 2025
Filed:
Dec. 23, 2022
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Dan Stoops, Menlo Park, CA (US);
Cliff Bell, Menlo Park, CA (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A method according to an embodiment includes determining a group of subject matter experts in a back office with expertise to address a question from a user of a contact center system, determining an availability of one or more of the subject matter experts via a back-office platform executed by corresponding back-office devices of the one or more subject matter experts, assigning, via the back-office platform, a communication token to a selected subject matter expert determined to be available, wherein the communication token is associated with the question from the user, monitoring, via the back-office platform, for updates to the back-office platform associated with the communication token, receiving an update from the back-office platform associated with the communication token, and transmitting, via the contact center system, a message to the user device based on an update to the communication token.