Patent ID: 9072016
Filing Date: 2015-06-30
Classification: G06Q,H04W

Abstract:
1. A method of processing a voice call from a mobile device to a customer care center, comprising: placing, from a mobile device by a customer, a call to a customer care center; ending the call; after ending the call, displaying, on the mobile device, a customer query about whether the call was completed to the satisfaction of the customer; waiting, at the mobile device, for up to a predetermined time for the customer response to the customer query; analyzing, on a processor at the customer care center, a status of a customer response by the customer to the customer query; recording, by the mobile device, an undetermined status for the customer response if the predetermined time for a response lapsed without a response by the customer to the customer query; after ending the call, displaying, at the customer care center, a representative query to a representative about whether the call was completed to the satisfaction of the representative; determining that the call failed to complete successfully based on the customer response to the customer query and based on the representative response to the representative query; sending, by the customer care center, a customer care message to the mobile device in response to the status of the customer response being undetermined and the representative response being negative; and in response to the determination that the call failed to complete successfully, displaying, on the mobile device, the customer care message.