US 11,706,340 B2
Caller deflection and response system and method
Theodore Dougherty, Denver, CO (US); Adam Mak, Ontario, CA (US); Adam Stuczynski, Winnetka, CA (US); and Matt Ellis, Dobbs Ferry, NY (US)
Assigned to Microsoft Technology Licensing, LLC., Redmond, WA (US)
Filed by Nuance Communications, Inc., Burlington, MA (US)
Filed on Jan. 6, 2021, as Appl. No. 17/142,509.
Application 17/142,509 is a continuation of application No. 16/186,502, filed on Nov. 10, 2018.
Prior Publication US 2021/0127008 A1, Apr. 29, 2021
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01); H04M 3/51 (2006.01); H04L 51/02 (2022.01); H04M 3/523 (2006.01)
CPC H04M 3/5183 (2013.01) [H04L 51/02 (2013.01); H04M 3/5166 (2013.01); H04M 3/5233 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01); H04M 2201/60 (2013.01); H04M 2203/6045 (2013.01); H04M 2203/6054 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method of context-based caller deflection from audio call to messaging, comprising:
receiving an audio call from a caller device at an automated call system, the automated call system comprises an interactive voice response (IVR) system;
obtaining call information comprising a caller identity and call context during the audio call between the caller device and the automated call system;
terminating the audio call; and
upon terminating the audio call:
determining a skill group from a plurality of skill groups based on the call information;
selecting a specialist from a plurality of specialists within the skill group based on the call context to reply to the caller device with a personalized message via a messaging service;
preparing a preformatted text response template based on the call information;
sending an electronic folder to a chat platform for the specialist to finalize and send a first text message, wherein the electronic folder comprises transcribed text from the audio call, the preformatted text response template, the caller identity, and the call context;
transmitting the first text message to the caller device via the messaging service;
updating the chat platform to include the first text message in response to transmission of the first text message;
receiving a second text message from the caller device via the messaging service; and
updating the chat platform to include the second text message in response to receipt of the second text message.