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
First Claim
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.
1 Assignment
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Accused Products
Abstract
A computer-implementable method for selection and delivery of a customized consumer offer or engagement dialog by a live customer service representative (CSR) in communication with said consumer comprises 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; 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; 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; analyzing the consumer profile to create customized consumer offer or engagement dialog; and prompting the CSR to provide the customized offer or engagement dialog to the consumer.
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Citations
31 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A machine implemented system that selects and delivers a customized offer to a consumer via a live customer service representative (CSR) in communication with said consumer comprising the following machine executable components:
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a device for live communication between the CSR and the consumer; a first processor to acquire at least one identifying feature of said consumer; a second processor to search the internet and to acquire at least one current, real time internet content cue relating to said consumer, to generate a consumer profile for said consumer based upon the at least one real time internet content cue and the at least one identifying feature and creating a customized offer for the consumer based at least in part on the consumer profile; an interface for the CSR to add data relating to the consumer and to view the consumer profile and the customized offer. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A networked apparatus for use by a customer service representative (CSR) in live communication with a consumer comprising:
- a memory;
a processor;
a communicator;
a display; and
a data receiving module to receive a consumer profile and customized offer for said consumer, said profile generated by the analysis of at least one identifying feature and the at least one current, real time internet content cue related to said consumer, said display comprising an interface for the CSR to add data relating to the consumer and to view the consumer profile and the customized offer. - View Dependent Claims (30)
- a memory;
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31. Non-transitory, computer-readable storage media for tangibly storing thereon computer readable instructions for a method for the selection and delivery of a customized offer to a consumer by a live customer service representative (CSR) in communication with said consumer, said method 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 and analyzing an outcome of the offer.
- 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;
Specification