Inter-channel context transfer intermediary

Number of patents in Portfolio can not be more than 2000

United States of America

PATENT NO 12244653
APP PUB NO 20240406221A1
SERIAL NO

18205697

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Abstract

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Techniques described herein relate to inter-channel transfer at an automated contact center, in order to transfer communication sessions from a first channel to a second channel. In addition to channel transfer operations, communication session context data can be transferred from the first channel to the second channel and a communication session summary can be generated and provided to second channel devices. Furthermore, a communication session can be loaded in a second channel queue based on the communication session via the first channel.

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Patent Owner(s)

  • STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gupta, Amit Normal, US 391 8061
Saraf, Ritesh Long Grove, US 7 50

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