US 12,450,624 B2
System and method for omnichannel text-based communication system utilizing a secure smart mobile user device
Steve Doumar, Fort Lauderdale, FL (US); and Paul Levasseur, Fort Lauderdale, FL (US)
Assigned to TAPTEXT LLC, Coral Springs, FL (US)
Filed by TapText llc, Coral Springs, FL (US)
Filed on Apr. 1, 2022, as Appl. No. 17/711,999.
Application 17/711,999 is a continuation of application No. 17/683,208, filed on Feb. 28, 2022, abandoned.
Application 17/683,208 is a continuation of application No. 17/551,159, filed on Dec. 14, 2021, abandoned.
Application 17/551,159 is a continuation of application No. 17/351,321, filed on Jun. 18, 2021, granted, now 11,201,965.
Application 17/351,321 is a continuation of application No. 17/349,659, filed on Jun. 16, 2021, granted, now 11,488,188.
Application 17/349,659 is a continuation of application No. 17/348,660, filed on Jun. 15, 2021, granted, now 11,232,471.
Application 17/348,660 is a continuation of application No. 17/344,695, filed on Jun. 10, 2021, granted, now 11,354,691.
Application 17/344,695 is a continuation of application No. 17/229,251, filed on Apr. 13, 2021, abandoned.
Application 17/229,251 is a continuation in part of application No. 17/209,474, filed on Mar. 23, 2021, granted, now 11,599,916.
Application 17/209,474 is a continuation in part of application No. 17/208,059, filed on Mar. 22, 2021, granted, now 11,562,407.
Application 17/208,059 is a continuation in part of application No. 17/191,977, filed on Mar. 4, 2021, abandoned.
Application 17/191,977 is a continuation in part of application No. 17/190,260, filed on Mar. 2, 2021, granted, now 11,532,020.
Application 17/190,260 is a continuation in part of application No. 17/153,426, filed on Jan. 20, 2021, abandoned.
Claims priority of provisional application 63/166,391, filed on Mar. 26, 2021.
Claims priority of provisional application 63/154,357, filed on Feb. 26, 2021.
Claims priority of provisional application 63/040,610, filed on Jun. 18, 2020.
Claims priority of provisional application 63/025,287, filed on May 15, 2020.
Claims priority of provisional application 63/022,190, filed on May 8, 2020.
Claims priority of provisional application 62/994,219, filed on Mar. 24, 2020.
Claims priority of provisional application 62/965,626, filed on Jan. 24, 2020.
Claims priority of provisional application 62/963,368, filed on Jan. 20, 2020.
Claims priority of provisional application 62/963,379, filed on Jan. 20, 2020.
Prior Publication US 2022/0292538 A1, Sep. 15, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 15/16 (2006.01); G06F 16/955 (2019.01); G06F 21/32 (2013.01); G06F 21/62 (2013.01); G06K 7/14 (2006.01); G06K 19/06 (2006.01); G06N 20/00 (2019.01); G06Q 10/0631 (2023.01); G06Q 30/016 (2023.01); G06Q 30/0201 (2023.01); G06Q 30/0207 (2023.01); H04M 3/523 (2006.01); H04M 3/527 (2006.01); H04M 3/533 (2006.01); G06Q 30/0251 (2023.01)
CPC G06Q 30/0207 (2013.01) [G06F 16/9554 (2019.01); G06F 16/9558 (2019.01); G06F 21/32 (2013.01); G06F 21/6245 (2013.01); G06K 7/1417 (2013.01); G06K 19/06037 (2013.01); G06N 20/00 (2019.01); G06Q 10/06315 (2013.01); G06Q 30/016 (2013.01); G06Q 30/0201 (2013.01); H04M 3/523 (2013.01); H04M 3/527 (2013.01); H04M 3/53308 (2013.01); H04M 3/53333 (2013.01); G06F 2221/2139 (2013.01); G06Q 30/0267 (2013.01)] 7 Claims
OG exemplary drawing
 
1. A system for real-time omnichannel voice interaction, comprising:
an interaction control server comprising a first plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive a first electronic request from a first user device to establish a voice-based connection from the first user device to a second user device, the second user device being a Telephone Consumer Protection Act compliant mobile device belonging to an enterprise;
instantiate a voice-based interaction between the first user device and the second user device to fulfill the first electronic request from the first user device;
send a routing request to a routing engine;
receive a route from the routing engine;
send the route to a media translation server; and
store a first plurality of details about the voice-based interaction to an interaction database;
a routing engine comprising a second plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive the routing request from the interaction control server;
retrieve a plurality of enterprise resources from an enterprise database;
use a routing logic to iterate through the plurality of enterprise resources testing for a successful connection;
select the first successfully connected enterprise resource as the second user device; and
send the route to the interaction control server, the route is between the first user device and the first successfully connected enterprise resource, the first successfully connected enterprise resource being the second user device;
a media translation server comprising a third plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the third plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
create a first set of interaction control legs between the first user device and the second user device;
mask personally identifying information of the first user device to the second user device, and of the second user device to the first user device;
establish a first real-time voice stream between the first user device and the second user device; and
disconnect the first set of interaction control legs and the first real-time voice stream; and
a network-connected secure smart mobile user device comprising a processor, a memory, a wireless telephony subsystem, and a fourth plurality of programmable instructions, when operating on the processor of the secure smart mobile user device, cause the secure smart mobile user device to:
transmit electronic communications exclusively through the interaction control server;
send a second electronic request to the interaction control server to authenticate a user of the second user device;
receive a communication request from the routing engine to establish a connection between the first user device and the second user device;
send a communication confirmation to the routing engine to establish a connection to the first user device;
send voice data to the first user device through the media translation server; and
receive voice data from the first user device through the media translation server
wherein the second user device utilizes continuous authentication exercising behavioral biometrics and artificial intelligence to provide a secure communication environment between the second user device and the first user device;
wherein the second user device can send electronic communications only to other user devices that are configured within an enterprise database or customer relationship management system;
wherein the routing logic is selected from the group consisting of priority ordered routing, circular ordered routing, and percentage-based algorithmic routing.