Patent ID: 9025742
Filing Date: 2015-05-05
Classification: H04M

Abstract:
1. A non-transitory machine-readable storage medium comprising instructions, which when executed by a machine, cause the machine to: engage, by a server with a device associated with a customer, in a communication session with the customer; receive, by the server from the device associated with the customer, an impact event indication from the customer during the communication session; obtain, by the server from an agent server, a targeted message based on the impact event indication and determine a length of time to provide the targeted message to the customer; suspend, by the server with the device associated with the customer, the communication session; determine, by the server, an estimated call wait time of the suspended communication session based on an expected time to wait before the customer can be connected to an agent; dynamically select and provide, by the server to the device associated with the customer, the targeted message during the suspension of the communication session to the customer based on the estimated wait time and the impact event indication while the customer waits in response to the received impact event indication when the length of time to provide the targeted message to the customer does not exceed the estimated call wait time before the customer can be connected to the agent; and resume, by the server with the device associated with the customer, the communication session after the targeted message has been completely played.