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Establishing a social connection with a business during a conversation

  • US 9,674,363 B1
  • Filed: 11/24/2015
  • Issued: 06/06/2017
  • Est. Priority Date: 11/24/2015
  • Status: Active Grant
First Claim
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1. A system, comprising:

  • a communication interface to a network;

    a processor to;

    access a call from a caller from the network;

    prompt the caller to provide a social media identity of the caller on a social media website;

    upon receiving the social media identity of the caller, determine whether an affinity exists between the social media identity and an entity associated with the contact center, whereby the affinity exists upon determining that a profile, on the social media website, of the social media identity comprises a relationship with the entity associated with the contact center;

    upon determining that the affinity exists, selecting a first interaction with the caller in accordance with the affinity;

    upon determining that no current affinity exists between the social media identity and the entity associated with the contact center, selecting a second interaction with the caller in accordance with the absence of the affinity, wherein the second interaction differs from the first interaction; and

    conducting the selected one of the first interaction or the second interaction with the caller.

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