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Service providing customized information to queuing customers

  • US 6,195,426 B1
  • Filed: 12/11/1997
  • Issued: 02/27/2001
  • Est. Priority Date: 12/11/1997
  • Status: Expired due to Term
First Claim
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1. A method of providing customized information to a customer in a telecommunications queue, comprising the steps of:

  • storing a plurality of messages in a first memory, each message including a subject-matter identifier, storing a customer profile in a second memory, the customer profile including a field representing a field of information particular to the customer, placing a call of the customer in the telecommunications queue, and while the call is in the telecommunications queue;

    identifying the customer who made the call, retrieving the field of information associated with the customer based on the customer'"'"'s identity, selecting a plurality of messages having a subject-matter identifier that corresponds to the field of information in the customer'"'"'s profile to be presented to the customer, prioritizing the selected messages based on a predetermined criterion, and sequentially presenting the selected messages to the customer in an order determined by the relative priorities of each selected message.

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