System and method for processing complaints

US7272222B2 · kind B2 · utility

Assignee

• SBC Technology Resources Inc · US

Inventors

• Kurt M. Joseph · Austin, US
• Robert R. Bushey · Cedar Park, US
• Benjamin Knott · Beavercreek, US
• John M. Martin · Austin, US

Key dates

• Filing date: Oct 25, 2004
• Grant date: Sep 18, 2007
• Expiry date: Oct 25, 2024

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5166
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.