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US 9,072,016 B1Granted
Care messaging for missed or dropped calls
AssigneeSprint Communications Company L.P.
InventorHassan Abou-El-Ella
Life of this patent
Estimating the term…
Abstract
Embodiments of the disclosure relate to a method of processing a voice call from a mobile device to a customer care center, including placing, from a mobile device, a call to a customer care center. The method also includes displaying, on the mobile device, a first query about whether the call was completed to the satisfaction of the customer, analyzing, on a processor, a status of a first response by a customer to the first query, and displaying, on the mobile device, a first customer care message on the mobile device if the first response was negative.
Claims14
A method of processing a voice call from a mobile device to a customer care center, comprising:
- placing, from a mobile device by a customer, a call to a customer care center;
- ending the call;
- after ending the call, displaying, on the mobile device, a customer query about whether the call was completed to the satisfaction of the customer;
- waiting, at the mobile device, for up to a predetermined time for the customer response to the customer query;
- analyzing, on a processor at the customer care center, a status of a customer response by the customer to the customer query;
- recording, by the mobile device, an undetermined status for the customer response if the predetermined time for a response lapsed without a response by the customer to the customer query;
- after ending the call, displaying, at the customer care center, a representative query to a representative about whether the call was completed to the satisfaction of the representative;
- receiving, at the customer care center, a representative response to the representative query from the representative;
- determining that the call failed to complete successfully based on the customer response to the customer query and based on the representative response to the representative query;
- sending, by the customer care center, a customer care message to the mobile device in response to the status of the customer response being undetermined and the representative response being negative;
- and
- in response to the determination that the call failed to complete successfully, displaying, on the mobile device, the customer care message.
9 more elements
A method of processing a call from a mobile device to a customer care center, comprising:
- receiving, by a customer care center server, a call from a mobile device over an electronic infrastructure;
- placing, by the customer care center server, the call in a queue for connection to a representative;
- monitoring, by the customer care center server, whether the call was successfully completed;
- after ending the call, displaying, on the mobile device, a customer query about whether the call was completed to the satisfaction of a customer associated with the mobile device;
- waiting, at the mobile device, for uP to a predetermined time for a customer response to the customer query;
- recording, by the mobile device, an undetermined status for the customer response if the predetermined time for a response lapsed without a response by the customer to the customer query;
- after ending the call, displaying, at the customer care center server, a representative query to the representative about whether the call was completed to the satisfaction of the representative;
- receiving, at the customer care center server, a representative response to the representative query from the representative;
- determining, by the customer care center server, that the call failed to complete successfully based at least on the customer response to the customer query and the representative response to the representative query;
- and
- in response to the determination that the call failed to complete successfully based on the status of the customer response being undetermined and the representative response being negative, sending, by the customer care center server, a customer care message to the mobile device.
8 more elements
A system for processing a call from a mobile device to a customer care center, comprising:
- a network configured to route calls from mobile devices to a customer care center;
- a mobile device configured to:
- place a call to the customer care center,
- after ending the call, display a customer query about whether the call was completed to the satisfaction of a customer associated with the mobile device,
- wait for uP to a predetermined time for the customer response to the customer query, and
- record an undetermined status for the customer response if the predetermined time for a response lapsed without a response by the customer to the customer query;
- and
- a customer care center server comprising a processor and a non-transitory memory, configured to:
- receive the call from the mobile device over an electronic infrastructure,
- place the call in a queue for connection to a representative,
- monitor whether the call was successfully completed,
- after ending the call, display a representative query to the representative about whether the call was completed to the satisfaction of the representative,
- receive a representative response to the representative query from the representative,
- determine that the call failed to complete successfully based at least on the customer response to the customer query and the representative response to the representative query, and
- in response to the determination that the call failed to complete successfully based on the status of the customer response being undetermined and the representative response being negative, send a customer care message to the mobile device.
12 more elements
Dependencies are inferred from the claim text.