System and method of automated order status retrieval

• US 8,731,165 B2
• Filed: 04/15/2013
• Issued: 05/20/2014
• Est. Priority Date: 07/01/2005
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bushey, Robert R.
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US13/862,950
• Publication Number:
  US 20130230162A1
• Time in Patent Office: 400 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/26, 379/6.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1, 705/26.8, 705/26.9, 705/304
• US Class Current: 379/201.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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: H04M 3/5235 Dependent on call type or called number [DNIS]

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.

Claims

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.

2. The computer-readable storage device of claim 1, wherein the operations further comprise receiving the call.

3. The computer-readable storage device of claim 1, wherein the order identifier includes a telephone number.

4. The computer-readable storage device of claim 1, wherein the operations further comprise receiving the order identifier.

5. The computer-readable storage device of claim 4, wherein the order identifier is received via a series of touch tones.

6. The computer-readable storage device of claim 4, wherein the operations further comprise determining whether the order identifier is valid in response to receiving an indication that the reason for the call is to obtain the order status.

7. The computer-readable storage device of claim 6, wherein the operations further comprise selectively determining whether the order status is locatable based on the order identifier, wherein whether the order status is locatable is determined in response to a determination that the order identifier is valid, and wherein determining whether the order status is locatable includes querying an order status database using the order identifier.

8. The computer-readable storage device of claim 1, wherein the operations further comprise, in response to an indication that the order status is locatable, retrieving the order status from an order status database.

9. The computer-readable storage device of claim 8, wherein the operations further comprise providing the order status to the caller.

10. The computer-readable storage device of claim 6, wherein determining that the order identifier is valid includes comparing the order identifier to a plurality of valid order identifiers from an order status database and identifying a match of the order identifier to a particular one of the valid order identifiers.

11. The computer-readable storage device of claim 6, wherein the operations further comprise, in response to a determination that the order identifier is invalid, transferring the call to the customer service agent.

12. The computer-readable storage device of claim 7, wherein the order status includes an indication of a date that the pending order is scheduled to be completed.

13. A system comprising:

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.

14. The system of claim 13, wherein the automated call router is configured to receive the order identifier via a series of touch tones.

15. The system of claim 13, wherein the automated call router is configured to validate the order identifier.

16. The system of claim 13, wherein the automated call router is configured to determine whether the order status is locatable, wherein the determination is based on the order identifier.

17. The system of claim 13, wherein the order status includes an indication of whether the pending order is active.

18. A method comprising:

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.

19. The method of claim 18, further comprising determining whether the order status of the pending order is locatable by querying an order status database using the order identifier.

20. The method of claim 18, wherein the pending order is associated with a communication service.