Systems and methods for state awareness across communication channels and statefully transitioning between communication channels
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United States of America Patent
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Jan 9, 2018
Issued Date -
N/A
app pub date -
Sep 19, 2016
filing date -
Jul 15, 2011
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Abstract
A system may provide state awareness across communication channels and statefully transition a user between a source channel and a destination channel. A method may include storing a unique identifier associated with the user and data associated with the user, retrieving the data associated with the user based upon the user identifier and in response to the user entering the destination channel that is different from the source channel, and populating the data associated with the user in the destination channel. The destination channel may include a display of a customer service representative, and the populating may occur automatically. Furthermore, the method may include placing a call to a telephone number associated with the user in response to at least one of: the user answering a requisite number of questions in the source channel and the user requesting a transition to a voice destination channel.
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