Patent ID: 9716794
Date: 2017-07-25
CPC Classifications: G06Q,G10L,H04M

Claim:
1. A computer-implemented method comprising: initiating, by a computer coupled to a presence detection module and an advertisement engine, a call session for a call from a user to a call center, the call center including a plurality of selectable agents, upon detecting the call from the user; identifying, by a voice recognition module coupled to the computer, the user based upon a user voice-based interaction; wherein the user and a client device of the user are associated with the call session; automatically identifying, by the presence detection module coupled to the computer, an on-line status of the user and one or more webpages currently or previously accessed by a browser application of the client device associated with the user and associated with the call session, upon the call center receiving the call from the user; selecting, by the advertisement engine coupled to the computer, from an advertisement database storing one or more advertisements, a targeted advertisement based upon the one or more webpages currently or previously accessed by the browser; and presenting, by the computer, a message containing the selected targeted advertisement to the client device of the user during an idle period of the call session, wherein the message containing the targeted advertisement is in a format of at least one of an audio file and an image file; forwarding, by a customer service representative module coupled to the computer, the call to the at least one of the plurality of selectable agents; notifying, by the presence detection module coupled to the computer, at least one of the plurality of selectable agents of the on-line status of the user, and providing to the at least one of the plurality of selectable agents a pointer to a webpage currently or previously accessed by the user.