Self-service system and method for using multiple communication channels to communicate with a user regarding a conflict with a product
US8682748B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 26, 2006 |
| Grant date | Mar 25, 2014 |
| Priority date | — |
| Expiry date | Apr 12, 2030 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Self-service application and method facilitate the ability of a self-service system to resolve conflicts in an automated fashion. When a user “opts-in” to a product offer presented to the user by the self-service system, the self-service system determines if the offered product conflicts with an existing product or characteristic associated with the user's account. If there is a conflict and the conflict can be better explained in another communication channel, the self-service system informs the user that there is a problem with the user purchasing the product, and offers to provide more information via a second communication channel. If the user accepts such offer, the self-service system begins communicating with the user about the conflict in the second communication channel. In one embodiment, in transitioning to the second communication channel, the self-service system maintains the user state information.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.