Patent ID: 8682748

Claim:
An automated method performed by a self-service system for providing information about a conflict to a user using two or more communication channels, the method comprising: offering the user a product via a first communication channel, wherein such offer is made by the self-service system; receiving a positive response to the product offer from the user; identifying a conflict between the offered product and an existing product or a conflict between the offered product and a characteristic associated with the user's account; informing the user via the first communication channel that there is a problem with the user purchasing the offered product and offering, in the first communication channel, to provide the user with more information about the conflict via a second communication channel; receiving, via the first communication channel, acceptance from the user of the offer to provide the user with more information about the conflict via a second communication channel; passing parameters, including user state information, from the first communication channel to the second communication channel; providing the user with information about the conflict via the second communication channel, wherein such information is provided by the self-service system, wherein user state information is retained in transitioning from the first communication channel to the second communication channel, and wherein the self-service system uses the parameters passed to the second communication channel to commence communication with the user in the second communication channel in the same state as when the conflict was detected in the first communication channel; and proposing via the second communication channel an alternate product offer, wherein the alternate product offer, if accepted, would resolve the conflict.