US 2010/0169156 A1 · SYSTEM AND METHOD FOR CREDITING A CUSTOMER ACCOUNT

Abstract

Embodiments of the disclosed invention include a system and method for crediting a customer account for having placed a call from the customer on hold during a customer service call. For example, in one embodiment, audible advertisements are played while a customer is on hold during a customer service call. Revenue received from the advertisers associated with the audible advertisements is used to credit the customer account. In some embodiments, the total credit applied to customer accounts for having been placed on hold completely offsets all revenue received from the advertisers of the audible advertisements. Thus, the disclosed embodiments provide a mutual benefit to advertisers and consumers.

Claims20

Dependent claims

A computer implemented method for crediting a customer account, the computer implemented method comprising:

receiving an incoming call to a customer service line;
determining a caller identification associated with the incoming call;
determining whether the caller identification is associated with a customer account;
monitoring the incoming call to determine whether the incoming call is placed on a hold state;
responsive to a determination that the incoming call is placed on the hold state;
initiating a timer to monitor an amount of time the incoming call is placed on the hold state;
responsive to a determination that the incoming call is taken off the hold state, calculating a credit amount based the incoming call having been placed on the hold state;
and
applying the credit amount to the customer account.

6 more elements

Dependencies are inferred from the claim text.

System and method for crediting a customer account

Life of this patent

System and method for crediting a customer account

Life of this patent

Abstract

Claims20