Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2008-04-01
2008-04-01
Van Doren, Beth (Department: 3623)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
C705S014270
Reexamination Certificate
active
09608293
ABSTRACT:
A method and apparatus allow a customer service representative (CSR) to conduct personalized interaction based on the value of the customer to the organization. A customer seeking to interact with a CSR is first presented with a list of available interaction options. The list of available interaction options is based on the customer's value to the organization such that the more valuable a customer is, the more options that will be made available to him or her for the interaction. The present invention determines a customer's value to an organization by monitoring a customer's purchase history with respect to the organization over a period of time and computing a customer value based on the frequency and amount of the customer's purchases. A customer service representative is further able to personalize the interaction based on previous interactions between the customer and the customer interaction center by accessing a contact history database.
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Drzewicki Robert P.
Missinhoun Jean L.
Tynan Thomas G.
Accenture LLP
Boyce Andre
Doren Beth Van
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