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Agent controlled menu

  • US 10,601,989 B1
  • Filed: 05/04/2016
  • Issued: 03/24/2020
  • Est. Priority Date: 07/14/2015
  • Status: Active Grant
First Claim
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1. A system comprising:

  • an access device includingan I/O configured for the access device to communicate via a communication system,a display,application logic configured to receive a request including a menu customization, to customize a menu according to the menu customization and to display the customized menu on the display of the access device to a customer in response to the request, to receive a menu selection from the customized menu from the customer, and then to send the menu selection to a customer service management system, anda processor configured to execute at least the application logic; and

    the customer service management system includingrequest logic configured to send the request to the customer, the request including the menu customization, the request logic being further configured to receive input from a customer service agent and responsive to said input to specify at least part of the menu customization in real-time during a communication session between the customer service agent and the customer, the request logic further configured to receive the menu selection in response to the request.

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