System and method of automated order status retrieval
First Claim
1. A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising:
- prompting a caller during a call for an order identifier, wherein the order identifier identifies a pending order;
prompting the caller to provide a reason for the call;
transferring the call to an automated check order status system in response to receiving an indication that the reason for the call is to obtain an order status associated with the pending order; and
selectively transferring the call to a customer service agent based on the order status, wherein the call is automatically transferred to the customer service agent in response to receiving an indication that the order status is not locatable.
1 Assignment
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Accused Products
Abstract
A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including prompting a caller during a call for an order identifier. The order identifier identifies a pending order. The operations also include prompting the caller to provide a reason for the call. The operations further include transferring the call to an automated check order status system in response to receiving an indication that the reason for the call is to obtain an order status associated with the pending order. The operations also include, in response to receiving an indication that the order status is not locatable, automatically transferring the call to a customer service agent.
230 Citations
20 Claims
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1. A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising:
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prompting a caller during a call for an order identifier, wherein the order identifier identifies a pending order; prompting the caller to provide a reason for the call; transferring the call to an automated check order status system in response to receiving an indication that the reason for the call is to obtain an order status associated with the pending order; and selectively transferring the call to a customer service agent based on the order status, wherein the call is automatically transferred to the customer service agent in response to receiving an indication that the order status is not locatable. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system comprising:
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a processor; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising; prompting a caller during a call for an order identifier identifying a pending order, wherein the order identifier includes an account number; prompting the caller to identify a reason associated with a call that is received by an automated call router; transferring the call to a check order status module in response to receiving an indication that the reason is to obtain an order status of the pending order; and selectively transferring the call to a customer service agent based on the order status, wherein the call is automatically transferred to the customer service agent in response to receiving an indication from the check order status module that the order status is not locatable. - View Dependent Claims (14, 15, 16, 17)
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18. A method comprising:
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prompting a caller during a call for an order identifier, wherein the order identifier identifies a pending order; receiving the order identifier via a series of touch tones; determining whether the order identifier is valid; in response to determining that the order identifier is valid, determining based on the order identifier whether an order status of the pending order is locatable; and selectively transferring the call to a customer service agent based on the order status, wherein the call is automatically transferred to the customer service agent in response to an indication that the order status is not locatable. - View Dependent Claims (19, 20)
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Specification