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

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Markowitz, Robert Edward, Rosen, Kenneth H., Salimando, Steven Charles, Bolduc, Raymond L., Finberg, Robert
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/989,108
• Time in Patent Office: 1,174 Days
• Field of Search: 379/266, 379/265, 379/309, 379/215, 379/88.19, 379/88.2, 379/88.21, 379/210, 379/211, 379/212, 379/93.03, 379/88.22, 379/88.23, 379/88.24, 379/88.25, 379/88.26, 379/88.27, 379/88.28, 370/352
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A communication system that provides information to customers holding in a queue. Upon arrival to the queue, the queue identifies the customer and further identifies information that is related to the customer'"'"'s motivation for entering the queue from the customer'"'"'s identity. The queue selects individual messages from the relevant information for presentation to the customer. Certain messages may be prioritized over others based on the queue experience with other customers or based on external events that raise the likelihood that the message is relevant. The communication system may operate in a telecommunication network or a computer network.

Claims

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.

2. The method of claim 1, wherein the queue is established by a communication network.

3. The method of claim 2, wherein the identifying step includes a step of identifying the customer'"'"'s ANI.

4. The method of claim 3, wherein the associating step includes a step of retrieving a customer record from a database, said database being indexed by customer ANIs, and identifying the field of information from the customer record.

5. The method of claim 2, wherein the identifying step includes a step of identifying the customer'"'"'s telephone number.

6. The method of claim 2, wherein the identifying step includes a step of identifying an account number of the customer.

7. The method of claim 2, wherein the identifying step includes a step of identifying a product that the customer owns.

8. The method of claim 2, wherein the identifying step includes a step of identifying a telephone number dialed by the customer.

9. The method of claim 1, wherein the queue is established by a data network.

10. The method of claim 9, wherein the identifying step includes a step of identifying the customer'"'"'s IP address.

11. The method of claim 9, wherein the identifying step includes a step of identifying the customer'"'"'s e-mail address.

12. The method of claim 9, wherein the identifying step includes a step of identifying the customer'"'"'s log on ID.

13. The method of claim 1, wherein the identifying step includes a step of receiving an identifier generated by the customer.

14. The method of claim 1, wherein the predetermined criterion is a history of the customer, in which messages that were presented to the customer during previous calls are assigned a greater priority.

15. The method of claim 1, wherein the predetermined criterion is a history of the customer, in which messages that were presented to the customer during previous calls are assigned a reduced priority.

16. The method of claim 1, wherein the predetermined criterion is the customer'"'"'s level of expertise.

17. The method of claim 1, wherein the predetermined criterion is an identification of products owned by the customer.

18. The method of claim 1, wherein the predetermined criterion is a demonstrated relevance of respective messages to other customers'"'"' questions.

19. The method of claim 18, wherein the predetermined criterion is weighted to favor messages that recently answered other customer'"'"'s questions.

20. The method of claim 1, wherein the predetermined criterion is a combination of two or more of the following factors:

a history of the customer, the customer'"'"'s level of expertise, an identification of products owned by the customer, and a demonstrated relevance of respective messages to other customers'"'"' questions.

21. The method of claim 1, further comprising steps of:

receiving and decoding speech from the customer,

searching for messages containing keywords included in the decoded speech, said predetermined criterion being a correlation between the decoded speech and a message.

22. The method of claim 1, wherein the call is transferred to an attendant when the attendant becomes available.

23. A queue system associated with a communication network populated by a number of communication switches, comprising:

a processor in communication with one of the switches,

a database in communication with the processor, the database storing customer profiles that include a field representing a field of information associated with the customer and storing messages, each message including a subject-matter identifier,

a communication queue,

wherein, when a call of a customer arrives at the queue system, the processor;

places the call in the communication queue,

receives a customer identifier from the communication network,

retrieves a customer profile from the database based on the identifier,

retrieves a field of information from the customer profile,

selects a plurality of messages having a correspondence between the field of information in the customer'"'"'s profile with the subject-matter identifiers of the messages to be presented to the customer,

prioritizes the selected messages based on a predetermined criterion and

while the call is in the communication queue, sequentially presents the selected messages to the customer in an order determined by the relative priorities of each selected message.

24. The system of claim 23, further comprising a voice response unit,

wherein the messages are audio files, and

wherein the processor causes the voice response unit to play the audio files to the customer while in the queue.

25. The system of claim 23, further comprising a voice response unit,

wherein the messages are text files, and

wherein the processor causes the voice response unit to convert the text file to audio for presentation to the customer while in the queue.

26. The system of claim 23,

wherein, when the subject matter identifiers are associated with multiple fields of information, the processor prompts the customer to indicate a most relevant field of information, and

wherein the processor selects and presents the messages associated with the most relevant field of information.

27. The system of claim 23, wherein the predetermined criterion is a statistically demonstrated relevance of the selected messages within the field of information.

28. The system of claim 23, wherein the processor transfers the call to an attendant when the call advances through the communication queue.

29. A queue system associated with a computer network, comprising:

a server in communication with the network,

a database in communication with the server, the database storing customer records that include a field representing a field of information associated with the customer and storing messages, each message including a subject-matter identifier,

wherein, when a call of a customer arrives at the queue system, the server;

places the call in a queue,

receives a code from the network identifying the customer,

retrieves from the customer record, the field,

selects a plurality of messages having a correspondence between the field of information in the customer'"'"'s record with the subject-matter identifiers of the messages to be presented to the customer,

prioritizes the selected messages based on a predetermined criterion, and

sequentially presents the selected messages to the customer in an order determined by the relative priorities of each selected message.

30. The system of claim 29,

wherein, when the subject matter identifiers are associated with multiple fields of information, the server prompts the customer to indicate a most relevant field of information, and

wherein the server selects and presents the messages associated with the most relevant field of information.

31. The system of claim 29, wherein the predetermined criterion is a statistically demonstrated relevance of the selected messages within the field of information.

32. The system of claim 29, wherein the server transfers the call to an attendant when the call advances through the queue.

33. A method of providing customized information to customers 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 plurality of customer profiles in a second memory, each customer profile including a field representing a field of information particular to each customer,

placing a call of each customer in the telecommunications queue, and

while each call is in the telecommunications queue;

identifying the customer who made the call,

associating a field of information with the customer based on the customer'"'"'s identity,

selecting a plurality of messages having a correspondence between the field of information in the customer'"'"'s profile with the subject-matter identifiers of the messages to be presented to the customer,

prioritizing the selected messages based on a predetermined criterion,

sequentially presenting the selected messages to the customer in an order determined by the relative priorities of each selected message,

wherein messages presented to a first customer are independent of messages played to a second customer.

43. The method of claim 33, wherein the call is transferred to an attendant when the attendant becomes available.

34. 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 massages having a correspondence between the field of information in the customer'"'"'s profile with the subject-matter indentifiers of the messages,

prioritizing the messages based on a predetermined criterion, and

sequentially presenting the messages to the customer according to the messages'"'"' priority.

35. The method of claim 34, wherein the predetermined criterion is a history of the customer, in which messages that were presented to the customer during previous calls are assigned a greater priority.

36. The method of claim 34, wherein the predetermined criterion is a history of the customer, in which messages that were presented to the customer during previous calls are assigned a reduced priority.

37. The method of claim 34, wherein the predetermined criterion is the customer'"'"'s level of expertise.

38. The method of claim 34, wherein the predetermined criterion is an identification of products owned by the customer.

39. The method of claim 34, wherein the predetermined criterion is a demonstrated relevance of respective messages to other customers'"'"' questions.

40. The method of claim 39, wherein the predetermined criterion is weighted to favor messages that recently answered other customer'"'"'s questions.

41. The method of claim 34, wherein the predetermined criterion is a combination of two or more of the following factors:

a history of the customer, the customer'"'"'s level of expertise, an identification of products owned by the customer, and a demonstrated relevance of respective messages to other customers'"'"' questions.

42. The method of claim 34, further comprising steps of:

receiving and decoding speech from the customer,

searching for messages containing keywords included in the decoded speech, said predetermined criterion being a correlation between the decoded speech and a message.

44. In a telecommunication queue associated with a plurality of applications, a method of providing customized information to a queued customer, comprising the steps of:

storing a plurality of messages in a first memory, each message including a subject-matter identifier field identifying at least one of the applications to which the message is associated,

storing a customer profile in a second memory, the customer profile including an application field representing one or more applications with which the customer is registered,

queuing a call of the customer, and

while the call is queuing;

retrieving the customer'"'"'s record,

based upon the application field in the customer'"'"'s record,

selecting a plurality of messages for which the subject-matter identifier field matches the customer'"'"'s application field,

prioritizing the selected messages based on a predetermined criterion,

sequentially presenting the selected messages to the customer in an order determined by the relative priorities of each message, and

transferring the call to an attendant when the attendant becomes available.

45. 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,

sequentially presenting the selected messages to the customer in an order determined by the relative priorities of each selected message, and

transferring the call to an attendant when the attendant becomes available.

46. A method of providing customized information to customers 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 plurality of customer profiles in a second memory, each customer profile including a field representing a field of information particular to each customer,

placing a call of each customer in the telecommunications queue, and

while each call is in the telecommunications queue;

identifying the customer who made the call,

associating a field of information with the customer based on the customer'"'"'s identity,

selecting a plurality of messages having a correspondence between the field of information in the customer'"'"'s profile with the subject-matter identifiers of the messages to be presented to the customer,

prioritizing the selected messages based on a predetermined criterion,

sequentially presenting the selected messages to the customer in an order determined by the relative priorities of each selected message,

wherein the predetermined criterion is a demonstrated relevance of respective messages to other customers'"'"' questions.