US 9,001,991 B1 · Conveying in-application behavior via a telephone

Abstract

In response to a user instruction, an electronic device contacts a representative associated with a software application (such as customer support or sales) using a telephone number of the representative. In addition, the electronic device provides an identifier via a telephone connection with the representative to specify the information about the user known to a provider of the software application to allow the representative to access the information. For example, the identifier may include a numerical value (such as an extension), and providing the identifier may involve appending the numerical value to the telephone number prior to the establishment of the telephone connection with the representative. Alternatively or additionally, the identifier may be provided after the telephone connection is established with the representative.

Claims14

Dependent claims

An electronic-device-implemented method for facilitating communication of information about a user of a software application, comprising:

receiving a user instruction to contact a representative associated with the software application, the instruction being provided to the user as part of the operation of the software application;
subsequent to receiving the user instruction, the software application generating, by a computer, a customized identifier, wherein the customized identifier encodes information about the user and their transaction history with the software application;
the software application appending, by the computer, the generated customized identifier to a telephone number associated with a representative of the software application;
and
enabling contact with the representative from within the software application using the telephone number of the representative appended with the customized identifier, thereby facilitating access by the representative to information about the user and their transaction history with the software application.

2 more elements

An electronic device, comprising:

a processor;
memory;
and
a program module, wherein the program module is stored in the memory and configurable to be executed by the processor to provide an identifier to facilitate communication of information about a user of a software application, the program module including:
instructions for receiving a user instruction to contact a representative associated with the software application, the instruction being provided to the user as part of the operation of the software application;
instructions for the software application generating a customized identifier subsequent to receiving the user instruction, wherein the customized numerical value encodes information about the user and their transaction history with the software application;
instructions for the software application appending the generated customized identifier to a telephone number associated with a representative of the software application;
and
instructions for enabling contact with the representative from within the software application using the telephone number of the representative appended with the customized identifier thereby facilitating access by the representative to information about the user and their recent transaction history with the software application.

6 more elements

Dependencies are inferred from the claim text.

Conveying in-application behavior via a telephone

Life of this patent

Conveying in-application behavior via a telephone

Life of this patent

Abstract

Claims14