SYSTEM AND METHOD FOR PASSIVELY ACQUIRING EXISTING CUSTOMERS' MOBILE PHONE NUMBERS FROM CUSTOMER SERVICE LOGS

• US 20120169459A1
• Filed: 01/03/2011
• Published: 07/05/2012
• Est. Priority Date: 01/03/2011
• Status: Abandoned Application

• Current Assignee: Relay Holdings LLC
• Original Assignee: Relay Holdings LLC
• Inventors: Gillin, Matthew J.
• Application Number:
  US12/983,745
• Publication Number:
  US 20120169459A1
• Time in Patent Office: Days
• US Class Current: 340/5.8
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

An entity passively acquires an existing customer'"'"'s mobile phone number and links the customer'"'"'s mobile phone number to the customer'"'"'s account without requesting the customer to actively provide customer identifying information. This is accomplished by capturing the customer'"'"'s mobile phone number when the customer uses a mobile phone to contact the entity and checking whether the captured mobile phone number is in a customer database. If the captured mobile phone number is not in the customer database, the customer using the mobile phone number may be validated by determining that the customer corresponds to a particular customer account and associating the captured mobile phone number with the particular customer account. For example, the validation of the customer may include analyzing entries in the service log to identify phone numbers, determining whether the identified phone numbers are mobile numbers or landline numbers, determining who the identified phone numbers belong to, and determining whether the identified person corresponds to an account in the customer database. If the captured mobile phone number is in the customer database, the customer using the mobile phone number may be validated against the corresponding customer account record to establish a confidence score.

Claims

1. A method for an entity to passively acquire an existing customer'"'"'s mobile phone number and/and to link the customer'"'"'s mobile phone number to the customer'"'"'s account without requesting the customer to actively provide customer identifying information, comprising the steps of:

capturing the customer'"'"'s mobile phone number when the customer uses a mobile phone to contact the entity;

checking whether the captured mobile phone number is in a customer database; and

validating that the customer using the mobile phone number that corresponds to the customer of a particular customer account and associating the captured mobile phone number with the particular customer account.

2. A method as in claim 1, wherein the customer'"'"'s mobile phone number is captured in a service log along with the customer'"'"'s account identification when the customer contacts the entity'"'"'s call center or service center.

3. A method as in claim 2, wherein checking whether the captured phone number is in the customer database comprises comparing phone numbers stored in the service log against phone numbers stored in the customer'"'"'s account file identified by the customer'"'"'s account identification.

4. A method as in claim 3, further comprising comparing captured phone numbers that are not identified as being in said customer'"'"'s account file against a database of phone numbers to identify the customer corresponding to the captured phone number and providing the captured phone number to the identified customer'"'"'s account file.

5. A method as in claim 1, wherein said checking and validating steps comprise analyzing entries in the service log to identify phone numbers, determining whether the identified phone numbers are mobile numbers or landline numbers, determining who the identified phone numbers belong to, and determining whether the identified person corresponds to an account in the customer database.

6. A method of evaluating service log data in connection with account information to validate the type and relationship of call in numbers to respective accounts, comprising the steps of:

receiving service log data from an entity associated with said respective accounts, said service log storing inbound phone numbers and linking same to corresponding account numbers of said respective accounts;

matching the service log data to a database of customer numbers to link accounts of respective customers to phone numbers in the service log; and

if an inbound phone number in said service log is not in any entries of said database of customer numbers, searching a mobile number directory to identify the person corresponding to the inbound phone number and associating the inbound phone number to the person'"'"'s customer account with the entity.

7. A method as in claim 6, further comprising receiving a customer database from said entity, wherein said matching step comprises matching inbound phone numbers in said service log with phone number in said customer database to link customer accounts with inbound phone numbers in said service log.

8. A method as in claim 7, further comprising providing matched inbound phone numbers to corresponding customer accounts in said customer database.

9. A method as in claim 6, wherein said matching step comprises analyzing entries in the service log to identify phone numbers, determining whether the identified phone numbers are mobile numbers or landline numbers, determining who the identified phone numbers belong to, and determining whether the identified person corresponds to an account in the customer database.

10. A server programmed to enable an entity to passively acquire an existing customer'"'"'s mobile phone number and to link the customer'"'"'s mobile phone number to the customer'"'"'s account without requesting the customer to actively provide customer identifying information, said server including a processor that processes instructions for implementing the steps of:

capturing the customer'"'"'s mobile phone number when the customer uses a mobile phone to contact the entity;

checking whether the captured mobile phone number is in a customer database; and

validating that the customer using the mobile phone number and/corresponds to the customer of a particular customer account and associating the captured mobile phone number and/with the particular customer account.

11. A server as in claim 10, wherein the customer'"'"'s mobile phone number is received in a service log along with the customer'"'"'s account identification, said service log capturing the mobile phone number when the customer contacts the entity'"'"'s call center or service center.

12. A server as in claim 11, wherein the processor checking whether the captured phone number is in the customer database comprises the processor comparing phone numbers stored in the service log against phone numbers stored in the customer'"'"'s account file identified by the customer'"'"'s account identification.

13. A server as in claim 12, further comprising the processor comparing captured phone numbers that are not identified as being in said customer'"'"'s account file against a database of phone numbers to identify the customer corresponding to the captured phone number and the processor providing the captured phone number to the identified customer'"'"'s account file.

14. A server as in claim 10, wherein the checking and validating steps comprise the processor analyzing entries in the service log to identify phone numbers, determining whether the identified phone numbers are mobile numbers or landline numbers, determining who the identified phone numbers belong to, and determining whether the identified person corresponds to an account in the customer database.

15. A server programmed to evaluate service log data in connection with account information to validate the type and relationship of call in numbers to respective accounts, said server including a processor that processes instructions for implementing the steps of:

receiving service log data from an entity associated with said respective accounts, said service log storing inbound phone numbers and linking same to corresponding account numbers of said respective accounts;

matching the service log data to a database of customer phone numbers to link accounts of respective customers to phone numbers in the service log; and

if an inbound phone number in said service log is not in any entries of said database of customer phone numbers, searching a mobile number directory to identify the person corresponding to the inbound phone number and associating the inbound phone number to the person'"'"'s customer account with the entity.

16. A server as in claim 15, wherein said processor further receives a customer database from said entity and said processor matches inbound phone numbers in said service log with phone numbers in said customer database to link customer accounts with inbound phone numbers in said service log.

17. A server as in claim 16, wherein said processor further provides matched inbound phone numbers to corresponding customer accounts in said customer database.

18. A server as in claim 15, wherein said processor performs said matching by analyzing entries in the service log to identify phone numbers, determining whether the identified phone numbers are mobile numbers or landline numbers, determining who the identified phone numbers belong to, and determining whether the identified person corresponds to an account in the customer database.