Patents Assigned to VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
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Patent number: 11968328Abstract: A system and method for managing virtual queues for providing access control. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities and sensors located therein providing queue management, queue analysis, and access control to controlled systems. The queue service is likewise in direct communication with queued persons and provides an access key to a user device which can be used to access the controlled system when certain conditions are met.Type: GrantFiled: March 7, 2023Date of Patent: April 23, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew DiMaria
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Patent number: 11949816Abstract: A system and method for intent-based active callback management using enhanced callback objects, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.Type: GrantFiled: January 24, 2023Date of Patent: April 2, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian R. Galvin, Daniel Bohannon
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Patent number: 11936815Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.Type: GrantFiled: December 29, 2022Date of Patent: March 19, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew DiMaria, Matthew Donaldson Moller, Shannon Lekas
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Patent number: 11936816Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.Type: GrantFiled: April 5, 2023Date of Patent: March 19, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew DiMaria
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Patent number: 11915270Abstract: A system for integrated consumer interaction via media broadcast, comprising an immediate communication system that communicated with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction.Type: GrantFiled: March 7, 2023Date of Patent: February 27, 2024Assignee: Virtual Hold Technology Solutions, LLCInventor: Mark J. Williams
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Patent number: 11917105Abstract: A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.Type: GrantFiled: March 31, 2022Date of Patent: February 27, 2024Assignee: Virtual Hold Technology Solutions, LLCInventor: Kevin Shinseki
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Patent number: 11863706Abstract: A system and method for a cloud callback platform, comprising at least a profile manager, callback manager, interaction manager, media server, context analysis engine, and context aggregator mechanism, allowing users to call a business, agents in contact centers, or other users who are connected to cloud callback platform, and, failing to connect to the individual they called, or by request, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available, and a context summary report is sent to one or more user. The system and method implement predictive logic to determine the most successful alternative communication channel to use to bridge the two parties.Type: GrantFiled: January 3, 2023Date of Patent: January 2, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Daniel Bohannon
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Patent number: 11863707Abstract: A system and method for managing virtual queues with user-level targeted interactions. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates such as targeted interactions in the form of products, services, and callback opportunities based on analysis of entity data, user-specific data, and data associated with all persons or groups at a given location, both physical or virtual.Type: GrantFiled: February 14, 2023Date of Patent: January 2, 2024Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew DiMaria, Shannon Lekas
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Patent number: 11856142Abstract: An adaptive cloud conversation ecosystem that expands on the capabilities of an adaptive cloud conversation platform by allowing for integration of conversations across brands with a single consumer account and incorporation of edge computing data from multiple consumer devices into brand and consumer decision-making. The core of the ecosystem is an adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish on-going communications with consumers so as to maximize the relationship between the consumer and a given brand. Adaptive ecosystem applications expand on the capabilities of platform by providing context-specific utilities that are compatible with platform and therefore capable of applying the adaptive conversation platform's capabilities to a variety of subject matters.Type: GrantFiled: August 25, 2022Date of Patent: December 26, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas
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Patent number: 11823233Abstract: A system for integrated consumer interaction via media broadcast utilizing automated callback handling during media playback, comprising an immediate communication system that communicates with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction. Additionally, the components of the system can be configured to support automated callback handling during media content playback for incoming requests such as incoming calls, texts, and emails.Type: GrantFiled: January 10, 2023Date of Patent: November 21, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Mark J. Williams, Daniel Bohannon
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Patent number: 11800016Abstract: 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.Type: GrantFiled: December 9, 2022Date of Patent: October 24, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Matthew Donaldson Moller, Shannon Lekas
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Patent number: 11792321Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.Type: GrantFiled: November 27, 2022Date of Patent: October 17, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas
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Patent number: 11792323Abstract: 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.Type: GrantFiled: January 11, 2023Date of Patent: October 17, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Robert Harpley
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Patent number: 11792322Abstract: A system for providing active callback management using callback objects and contact information integration, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.Type: GrantFiled: January 10, 2023Date of Patent: October 17, 2023Assignee: Virtual Hold Technology Solutions, LLCInventor: Mark J. Williams
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Patent number: 11792324Abstract: A system and method for hybrid callback management with transparent user 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.Type: GrantFiled: January 14, 2023Date of Patent: October 17, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Kurt Nelson, Nicholas James Kennedy, Robert Harpley, Shannon Lekas
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Patent number: 11785143Abstract: A system and method for secure storage and management of transitory data using a blockchain, comprising at least a callback manager, a context analysis engine, a vault manager, and a blockchain manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, and which stores the encrypted data container in a blockchain. For each block, block reference data may is generated comprising the location of the block and its associated decryption key, and the block reference data is then encrypted with a second encryption key and stored off the blockchain in a separate database. The second key is distributed to involved parties to permit access to and reading of the block reference data. The block reference data is deleted based on self-destruct event triggers or when the involved parties are finished accessing the block reference data.Type: GrantFiled: January 31, 2023Date of Patent: October 10, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Shannon Lekas, Daniel Bohannon
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Patent number: 11770477Abstract: A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources such as schedule data and historical throughput data for various resources associated with an entity, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.Type: GrantFiled: December 13, 2022Date of Patent: September 26, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Daniel Bohannon, Richard Daniel Siebert, Jay Power, Matthew DiMaria, Shannon Lekas
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Patent number: 11770478Abstract: 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.Type: GrantFiled: January 10, 2023Date of Patent: September 26, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Daniel Bohannon
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Patent number: 11743387Abstract: An adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish on-going 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 on-going communications with consumers.Type: GrantFiled: August 25, 2022Date of Patent: August 29, 2023Assignee: Virtual Hold Technology Solutions, LLCInventors: Matthew DiMaria, Matthew Donaldson Moller, Shannon Lekas
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Patent number: 11736613Abstract: A system and method for intent-based active callback management using enhanced callback objects, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.Type: GrantFiled: October 11, 2022Date of Patent: August 22, 2023Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian R. Galvin, Daniel Bohannon