US 11,671,388 B1
Contact center messaging
Chad Skinner, Talladega, AL (US); Scott D. Dies, Eureka, IL (US); Amit Gupta, Normal, IL (US); and Aaron Kammeyer, Clinton, IL (US)
Assigned to State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed by State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed on Jul. 16, 2021, as Appl. No. 17/378,204.
Claims priority of provisional application 63/052,773, filed on Jul. 16, 2020.
Int. Cl. H04L 51/06 (2022.01); G06N 20/00 (2019.01); G06F 9/54 (2006.01); H04L 51/222 (2022.01); H04L 67/1001 (2022.01)
CPC H04L 51/06 (2013.01) [G06F 9/542 (2013.01); G06N 20/00 (2019.01); H04L 51/222 (2022.05); H04L 67/1001 (2022.05)] 20 Claims
OG exemplary drawing
 
12. A method comprising:
hosting a desktop application and a plurality of containerized applications for interacting with customers;
determining a first containerized application for a first client device, wherein the first containerized application is configured to execute interactive communication sessions on the first client device;
providing a containerized application image including the first containerized application, to the first client device;
receiving message information associated with a generated message for distribution to one or more recipients;
updating a message queue to include the generated message and an identification of the one or more recipients;
receiving, from the first client device running the desktop application and the first containerized application, a request for messages, the desktop application being configured to send the request for new messages based at lease in part on the first containerized application;
determining that the first client device is associated with a recipient of the one or more recipients; and
causing the generated message to be displayed, via the desktop application, on a display of the first client device.
 
18. One or more non-transitory computer-readable media storing instructions that, when executed by one or more processors, cause the one or more processors to perform actions comprising:
providing a first containerized application to a first client device, wherein the first containerized application is configured to execute interactive communication session on the first client device;
receiving information associated with a generated message for distribution to one or more recipients;
updating a message queue to include the generated message and an identification of the one or more recipients;
receiving, from the first client device running a desktop application and the first containerized application, a request for messages, the desktop application being configured to send the request for new messages based at least in part on the first containerized application,
determining that the first client device is associated with a recipient of the one or more recipients; and
causing the generated message to be displayed, via the desktop application, on a display of the first client device.