US 11,991,311 B2
Bilateral communication in a login-free environment
Sean Beavers, Morton Grove, IL (US); Christopher Paul Gutsell, Gurnee, IL (US); Cheryl Lewis, Libertyville, IL (US); Margaret K. Striebich, Chicago, IL (US); and John P. Kelsh, Antioch, IL (US)
Assigned to Allstate Insurance Company, Northbrook, IL (US)
Filed by Allstate Insurance Company, Northbrook, IL (US)
Filed on Feb. 6, 2023, as Appl. No. 18/106,180.
Application 18/106,180 is a continuation of application No. 16/919,899, filed on Jul. 2, 2020, granted, now 11,575,789.
Application 16/919,899 is a continuation of application No. 15/874,629, filed on Jan. 18, 2018, granted, now 10,742,812, issued on Aug. 11, 2020.
Application 15/874,629 is a continuation in part of application No. 15/294,147, filed on Oct. 14, 2016, granted, now 10,657,599, issued on May 19, 2020.
Prior Publication US 2023/0179710 A1, Jun. 8, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 40/00 (2023.01); H04L 65/75 (2022.01); H04L 67/145 (2022.01); H04M 3/51 (2006.01); H04N 7/14 (2006.01); G06Q 40/08 (2012.01); H04M 3/523 (2006.01)
CPC H04M 3/5183 (2013.01) [H04L 65/75 (2022.05); H04L 67/145 (2013.01); H04N 7/147 (2013.01); G06Q 40/08 (2013.01); H04M 3/5238 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving, by a virtual collaboration server and from a mobile computing device, a request to initiate a communication session regarding an insurance claim, wherein the request comprises a login-free request;
receiving, by the virtual collaboration server, contact information of a customer associated with bidirectional transmission;
selecting, by the virtual collaboration server and based on a list of available agents, a computing device associated with an agent of the list of available agents;
monitoring, by the virtual collaboration server, wait times associated with connecting to computing devices associated with one or more agents of a list of available agents;
determining, by the virtual collaboration server, the wait times each exceed a threshold wait time;
presenting, by the virtual collaboration server and to the mobile computing device, an option to request a call back;
maintaining, by the virtual collaboration server and in response to the customer selecting the option to request the call back, a ticket associated with the customer in a queue associated with the one or more agents;
determining, by the virtual collaboration server, an agent of the one or more agents is available to initiate the communication session with the customer;
providing, by the virtual collaboration server and to the computing device of the agent, the ticket;
receiving, by the virtual collaboration server and from the computing device of the agent, an indication that the agent has accepted the request to initiate the communication session;
determining, by the virtual collaboration server, the previously received contact information of a customer associated with the bidirectional transmission;
generating, by the virtual collaboration server, a login-free reconnection code associated with the bidirectional transmission;
using the determined contact information, causing, by the virtual collaboration server, the login-free reconnection code to be electronically transmitted to the mobile computing device;
causing, by the virtual collaboration server, the mobile computing device to display a notification comprising the login-free reconnection code;
receiving, by the virtual collaboration server and from the mobile computing device, a request to reconnect, wherein the request indicates the login-free reconnection code; and
reconnecting, by the virtual collaboration server and based on determining the request comprises the indication of the login-free reconnection code, the bidirectional transmission between the mobile computing device and the computing device of the agent.