METHOD AND SYSTEM FOR USER INTERACTION WITHIN A QUEUE
First Claim
1. A computer implemented method for providing caller interaction within a queue, the computer implemented method comprising:
- responsive to receiving a call from a caller, determining if a wait time exists before the caller is connected to a customer service representative;
responsive to determining that the wait time exists, determining if the caller is interested in an interaction;
responsive to determining that the caller is interested in the interaction, loading a profile associated with the caller;
responsive to detecting a connection with an interactive system, loading interactive options from the interactive system based on the profile associated with the caller;
presenting the interactive options to the caller;
responsive to receiving a selection from the interactive options from the caller, determining if the selection includes a group interaction with other callers within the queue;
responsive to determining that the selection includes the group interaction with other callers within the queue, loading the group interaction based on the profile associated with the caller; and
entering the caller into the group interaction.
1 Assignment
0 Petitions
Accused Products
Abstract
A system for providing caller interaction within a queue. In response to receiving a call, it is determined whether a wait time exists before a caller is connected to a customer service representative. In response to determining that the wait time exists, it is determined whether the caller is interested in an interaction. In response to determining that the caller is interested in the interaction, a profile associated with the caller is loaded. In response to detecting a connection with an interactive system, interactive options are loaded from the interactive system and presented to the caller based on the profile. In response to receiving a selection from the interactive options, it is determined whether the selection includes a group interaction. In response to determining that the selection includes the group interaction, the group interaction is loaded based on the profile. Then, the caller is entered into the group interaction.
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Citations
11 Claims
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1. A computer implemented method for providing caller interaction within a queue, the computer implemented method comprising:
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responsive to receiving a call from a caller, determining if a wait time exists before the caller is connected to a customer service representative; responsive to determining that the wait time exists, determining if the caller is interested in an interaction; responsive to determining that the caller is interested in the interaction, loading a profile associated with the caller; responsive to detecting a connection with an interactive system, loading interactive options from the interactive system based on the profile associated with the caller; presenting the interactive options to the caller; responsive to receiving a selection from the interactive options from the caller, determining if the selection includes a group interaction with other callers within the queue; responsive to determining that the selection includes the group interaction with other callers within the queue, loading the group interaction based on the profile associated with the caller; and entering the caller into the group interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer program product for providing caller interaction within a queue, the computer program product comprising:
a computer usable medium having computer usable program code embodied therein, the computer usable medium comprising; computer usable program code configured to determine if a wait time exists before a caller is connected to a customer service representative in response to receiving a call from the caller; computer usable program code configured to determine if the caller is interested in an interaction in response to determining that the wait time exists; computer usable program code configured to load a profile associated with the caller in response to determining that the caller is interested in the interaction; computer usable program code configured to load interactive options from an interactive system based on the profile associated with the caller in response to detecting a connection with the interactive system; computer usable program code configured to present the interactive options to the caller; computer usable program code configured to determine if a selection from the interactive options from the caller includes a group interaction with other callers within the queue in response to receiving the selection; computer usable program code configured to load the group interaction based on the profile associated with the caller in response to determining that the selection includes the group interaction with other callers within the queue; and computer usable program code configured to enter the caller into the group interaction. - View Dependent Claims (11)
Specification