System and method for providing caller activities while in queue
US7418095B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 6, 2003 |
| Grant date | Aug 26, 2008 |
| Priority date | — |
| Expiry date | Mar 6, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.