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SYSTEM AND METHOD FOR THE SELECTION AND DELIVERY OF A CUSTOMIZED CONSUMER OFFER OR ENGAGEMENT DIALOG BY A LIVE CUSTOMER SERVICE REPRESENTATIVE IN COMMUNICATION WITH A CONSUMER

  • US 20140074589A1
  • Filed: 09/03/2013
  • Published: 03/13/2014
  • Est. Priority Date: 09/02/2012
  • Status: Abandoned Application
First Claim
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1. A computer-implementable method for selection and delivery of a customized offer to a consumer by a live customer service representative (CSR) in communication with said consumer comprising:

  • a) upon a first communication from the consumer to the CSR, enabling the CSR to acquire from a first computer system at least one identifying feature of said consumer;

    b) using the at least one identifying feature to generate automatically, without CSR involvement, a search of the internet, via a second computer system, to acquire at least one current, real time internet content cue relating to said consumer, said real time internet content cue being collected while the CSR maintains engagement with the consumer;

    c) processing, via the second computer system, the at least one identifying feature and the at least one current, real time internet content cue to generate a consumer profile for said consumer;

    d) analyzing the consumer profile to create customized offer for the consumer;

    e) prompting the CSR to provide the customized offer to the consumer; and

    f) tracking the outcome of the customized offer to analyze its effectiveness.

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