公开(公告)号：US20230396709A1

公开(公告)日：2023-12-07

申请号：US18325967

申请日：2023-05-30

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Daniel Bohannon

IPC: H04M3/523 ,  H04M3/51 ,  H04W4/16 ,  H04L47/6275 ,  H04L67/60

CPC classification number: H04M3/5231 ,  H04M3/5191 ,  H04W4/16 ,  H04L47/6275 ,  H04L67/60 ,  H04L45/08

Abstract: A system and methods for mobile device active callback prioritization with predictive outcome scoring, utilizing an enhanced callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the enhanced callback prioritization engine receives intercepted data or voice messages sent to the mobile device, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into prioritization model wherein the prioritization model may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message. An outcome model may be present and configured to produce outcome scores for a callback recipient based on the context of the data or voice message. System generates a callback list from the computed prioritization score and outcome score.

公开(公告)号：US11800016B2

公开(公告)日：2023-10-24

申请号：US18078914

申请日：2022-12-09

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Matthew Donaldson Moller ,  Shannon Lekas

IPC: H04M3/523 ,  H04L67/306 ,  H04M3/51

CPC classification number: H04M3/5231 ,  H04L67/306 ,  H04M3/5183

Abstract: An adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish ongoing communications with consumers so as to maximize the relationship between the consumer and a given brand. The system has a connection management services layer which determines what communications should be established and how they should be established, an initiation management services layer which determines when communications should be established, and a user management services layer which stores information about consumers and brands for determination of when and how communications should be established. Certain of these services have machine learning algorithms incorporated into them trained to perform analyses of the particular type of operation handled by that service. The outputs of each service can be used as inputs to other services, such that a network of machine learnings algorithms is created which determines when and how to establish ongoing communications with consumers.

公开(公告)号：US11770478B2

公开(公告)日：2023-09-26

申请号：US18152705

申请日：2023-01-10

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Daniel Bohannon

IPC: G06F15/16 ,  H04M3/523 ,  H04M3/51 ,  H04W4/16 ,  H04L47/6275 ,  H04L67/60 ,  H04L45/02

CPC classification number: H04M3/5231 ,  H04L47/6275 ,  H04L67/60 ,  H04M3/5191 ,  H04W4/16 ,  H04L45/08

Abstract: A system and methods for mobile device active callback prioritization with predictive outcome scoring, utilizing an enhanced callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the enhanced callback prioritization engine receives intercepted data or voice messages sent to the mobile device, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into prioritization model wherein the prioritization model may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message. An outcome model may be present and configured to produce outcome scores for a callback recipient based on the context of the data or voice message. System generates a callback list from the computed prioritization score and outcome score.

公开(公告)号：US20230283719A1

公开(公告)日：2023-09-07

申请号：US18183055

申请日：2023-03-13

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Matthew Donaldson Moller ,  Thomas Spencer McCarthy-Howe ,  Shannon Lekas

IPC: H04M3/523 ,  H04W4/16 ,  H04L67/60 ,  H04M3/51 ,  H04L47/6275 ,  H04L45/02

CPC classification number: H04M3/5231 ,  H04W4/16 ,  H04L67/60 ,  H04M3/5191 ,  H04L47/6275 ,  H04L45/08

Abstract: A system and method for mobile device active callback prioritization, utilizing a callback prioritization engine operating on a user's mobile device for integration through the operating system and software applications operating on the device, wherein the callback prioritization engine intercepts data or voice messages sent to the mobile device, assigns the intercepted messages to a lobby construct, retrieves and aggregates data related to the assigned messages, inputs the assigned data message and aggregate data into one or more machine learning algorithms wherein the algorithms may analyze the input data, the results of the analysis may be used to compute a priority score for the assigned data message, and generates a callback list from the computed prioritization score.

公开(公告)号：US20230188647A1

公开(公告)日：2023-06-15

申请号：US18176472

申请日：2023-02-28

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Kurt Nelson ,  Nicholas James Kennedy ,  Robert Harpley

IPC: H04M3/523 ,  H04L67/306

CPC classification number: H04M3/5231 ,  H04L67/306 ,  H04M3/5183

Abstract: A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

公开(公告)号：US20230179711A1

公开(公告)日：2023-06-08

申请号：US18078914

申请日：2022-12-09

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Matthew Donaldson Moller ,  Shannon Lekas

IPC: H04M3/523 ,  H04L67/306

CPC classification number: H04M3/5231 ,  H04L67/306 ,  H04M3/5183

Abstract: An adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish ongoing communications with consumers so as to maximize the relationship between the consumer and a given brand. The system has a connection management services layer which determines what communications should be established and how they should be established, an initiation management services layer which determines when communications should be established, and a user management services layer which stores information about consumers and brands for determination of when and how communications should be established. Certain of these services have machine learning algorithms incorporated into them trained to perform analyses of the particular type of operation handled by that service. The outputs of each service can be used as inputs to other services, such that a network of machine learnings algorithms is created which determines when and how to establish ongoing communications with consumers.

公开(公告)号：US11659090B2

公开(公告)日：2023-05-23

申请号：US17727906

申请日：2022-04-25

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew Donaldson Moller ,  Matthew DiMaria ,  Shannon Lekas ,  Kurt Nelson ,  Nicholas James Kennedy ,  Kevin Shinseki ,  Robert Harpley

IPC: H04M3/00 ,  H04M3/523 ,  H04L67/306 ,  H04M3/51

CPC classification number: H04M3/5231 ,  H04L67/306 ,  H04M3/5183

Abstract: A system and method for hybrid callback management with biometric authentication, utilizing a callback cloud and an on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.

公开(公告)号：US20230137650A1

公开(公告)日：2023-05-04

申请号：US18153341

申请日：2023-01-11

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Shannon Lekas ,  Kurt Nelson ,  Nicholas James Kennedy ,  Robert Harpley

IPC: H04M3/523 ,  H04L67/306

Abstract: A system and method for user, device, and transaction authentication and callback management, utilizing a cloud platform, a digital ledger, an authentication manager, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. Historical user identifier and behavior data may be stored in a blockchain and/or smart callback contract and compared against current user data to authenticate and validate a user, prior to the execution of the smart callback contract, all in a way that is transparent and autonomous to the user. The system may comprise clout platform, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

公开(公告)号：US20230060552A1

公开(公告)日：2023-03-02

申请号：US17987392

申请日：2022-11-15

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew DiMaria ,  Shannon Lekas ,  Kurt Nelson ,  Nicholas James Kennedy ,  Brian R. Galvin ,  Daniel Bohannon

IPC: H04M3/523 ,  H04M3/51 ,  H04W4/16 ,  H04L47/6275 ,  H04L67/60

Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.

公开(公告)号：US20220394132A1

公开(公告)日：2022-12-08

申请号：US17844047

申请日：2022-06-19

Applicant: Virtual Hold Technology Solutions, LLC

Inventor： Matthew Donaldson Moller ,  Matthew DiMaria ,  Shannon Lekas ,  Kurt Nelson ,  Nicholas James Kennedy ,  Kevin Shinseki ,  Robert Harpley

IPC: H04M3/523 ,  H04L67/306

Abstract: A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.