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Method and system for routing calls to an advisor from mobile customers within a mobile vehicle communications system

  • US 8,103,256 B2
  • Filed: 04/30/2008
  • Issued: 01/24/2012
  • Est. Priority Date: 04/30/2008
  • Status: Active Grant
First Claim
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1. A method for enhancing call center services, the method comprising:

  • receiving, at the call center, a call from a user;

    receiving data associated with the call at the call center, wherein the data includes a phone number associated with the call, a location of a vehicle associated with the call, a current request of the user, and vehicle identification information;

    analyzing, via a communication services manager, the phone number associated with the call, the location of a vehicle associated with the call, the current request of the user, a previous request of the user, a time period between the previous request and the current request, a vehicle identification number (VIN), and a device identification code selected from a telematics device electronic serial number and a telematics device mobile identification number;

    generating a list of menu options based on the analysis;

    presenting the list of menu options to the user;

    inputting a user selected menu option via an in-vehicle telematics unit, a wireless device, or a landline telephone;

    transmitting, via a communications system operatively connecting the in-vehicle telematics unit or the wireless device or the landline telephone with the call center, the user selected menu option to the call center; and

    routing the call to an appropriate advisor based on a received user selected menu option.

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