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:
May. 24, 2016
Filed:
Oct. 05, 2015
Noble Systems Corporation, Atlanta, GA (US);
Eyob Mekonnen, Atlanta, GA (US);
Brian T. Lillard, Canton, GA (US);
Jason P. Ouimette, Berkeley Lake, GA (US);
Parimal R. Patel, Atlanta, GA (US);
NOBLE SYSTEMS CORPORATION, Atlanta, GA (US);
Abstract
Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.