US 11,689,662 B2
System and method for providing personalized context
John Bohan Jiang, Markham (CA); Clive John-Chuan, Markham (CA); William Zhao, Markham (CA); Robert J. Culbert, Markham (CA); and Colin Kum-Teng Hung, Markham (CA)
Filed by GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US)
Filed on Nov. 4, 2021, as Appl. No. 17/519,328.
Claims priority of provisional application 63/109,413, filed on Nov. 4, 2020.
Prior Publication US 2022/0141337 A1, May 5, 2022
Int. Cl. H04M 3/51 (2006.01); H04M 1/72436 (2021.01); H04M 1/72454 (2021.01); H04M 3/42 (2006.01); H04M 3/523 (2006.01); H04W 12/06 (2021.01)
CPC H04M 3/5191 (2013.01) [H04M 1/72436 (2021.01); H04M 1/72454 (2021.01); H04M 3/42221 (2013.01); H04M 3/5231 (2013.01); H04W 12/06 (2013.01); H04M 2201/40 (2013.01)] 14 Claims
OG exemplary drawing
 
1. A system comprising a mobile application operating on a mobile device of a user for connecting the mobile device to a plurality of contact centers associated with a plurality of respective vendors and providing personalized context, the system comprising:
the mobile application;
a connection from the mobile application to a central application programming interface (API) service, wherein the central API service provides authentication tokens to the mobile application for facilitating further interaction between the mobile application and the central API service;
the plurality of vendors associated by the user with a profile of the user, wherein the contract centers associated with each of the plurality of vendors is integrated with the central API service, the integration comprising mapping by the central API service to each vendor with a unique organization identifier, a queue identifier, and an API access token through a cloud-based contact center platform, wherein the plurality of contact centers is operably connected with the central API service for information sharing; and
a plurality of media channels operatively connecting the plurality of contact centers with the central API service, allowing the user to:
view personalized context from past interactions occurring between the user and the plurality of contact centers through the mobile application; and
connect with the plurality of contact centers;
wherein the mobile application allows the user to connect with the plurality of contact centers by:
providing a chat option to the user, the chat option being associated with a given one of the contact centers;
receiving a selection of the chat option by the user;
connecting to the central API service and receiving therefrom chat interaction information related to the given one of the contact centers, the chat interaction information comprising the queue identifier and the API access token related to the given one of the contact centers; and
using the received chat interaction information to connect to the contact center platform for initiating a chat interaction with the given one of the contact centers.