Conditional Establishment of a Communications Connection with a Mobile Terminal in Response to a Query From the Mobile Terminal
First Claim
1. A computer-assisted method comprising:
- receiving, by a computer system, a request for requested information for a customer of a business, the request comprising a customer identification of the customer;
accessing, by the computer system, profile information about the customer;
mapping, by the computer system, the user identification to a device type from a plurality of device types;
when the profile information is indicative that the customer should be invited to interact with a representative the business, directing, by the computer system, an invitation message through a mobile communication channel type to a device of the customer based on the device type, the invitation message including contact information and the requested information, the contact information capable of being utilized to establish a communications connection between the customer and the representative; and
when the profile information is not indicative that the customer should be invited to interact with the representative, providing, by the computer system, only the requested information through the mobile communication channel type to the device of the customer.
1 Assignment
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Accused Products
Abstract
A mobile implementation channel supports the processing of a request for requested information for a customer of a business. The request may be generated through a wireless terminal and include a customer identification of the customer. Profile information about the customer may then be accessed and the user identification mapped to a device type of the customer. When the profile information indicates that the customer should be invited to interact with a representative the business, an invitation message is directed through the corresponding mobile communication channel type to the customer'"'"'s device of the customer. The invitation message may include contact information and the requested information. The contact information may then be utilized to establish a communications connection between the customer and the representative of the business. Otherwise, only the requested information is directed through the mobile communication channel type to the customer'"'"'s device.
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Citations
21 Claims
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1. A computer-assisted method comprising:
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receiving, by a computer system, a request for requested information for a customer of a business, the request comprising a customer identification of the customer; accessing, by the computer system, profile information about the customer; mapping, by the computer system, the user identification to a device type from a plurality of device types; when the profile information is indicative that the customer should be invited to interact with a representative the business, directing, by the computer system, an invitation message through a mobile communication channel type to a device of the customer based on the device type, the invitation message including contact information and the requested information, the contact information capable of being utilized to establish a communications connection between the customer and the representative; and when the profile information is not indicative that the customer should be invited to interact with the representative, providing, by the computer system, only the requested information through the mobile communication channel type to the device of the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer-readable storage medium storing computer-executable instructions that, when executed, cause a processor to perform a method comprising:
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receiving a request for requested information for a customer of a business, the request including a customer identification of the customer; accessing profile information about the customer; mapping the user identification to a device type from a plurality of device types; when the profile information is indicative that the customer should be invited to interact with a representative of the business, directing an invitation message through a mobile communication channel type to a device of the customer based on the device type, the invitation message including contact information and the requested information, the contact information capable of being utilized to establish a communications connection between the customer and the representative; when the profile information is not indicative that the customer should be invited to interact with the representative, providing only the requested information through the mobile communication channel type to the device of the customer; in response to the invitation message, receiving a customer response from the device, the customer response including response information that is indicative whether the customer desires the representative to originate the communications connection with the customer; and providing the customer response to a business system. - View Dependent Claims (14, 15, 16)
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17. An apparatus comprising:
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at least one memory; and at least one processor coupled to the at least one memory and configured to perform, based on instructions stored in the at least one memory; receiving a request for requested information for a customer of a business, the request including a customer identification of the customer; accessing profile information about the customer; mapping the user identification to a device type from a plurality of device types; when the profile information is indicative that the customer should be invited to interact with a representative of the business, directing an invitation message through one of a plurality of gateways to a device of the customer based on the device type, said one of the plurality of gateways supporting a mobile communication channel type associated with the device of the customer, the invitation message including contact information and the requested information, the contact information capable of being utilized to establish a communications connection between the customer and the representative; and when the profile information is not indicative that the customer should be invited to interact with the representative, providing only the requested information through the mobile communication channel type to the device of the customer. - View Dependent Claims (18, 19, 20, 21)
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Specification