Patent ID: 6965865

Claim:
A method for customer inquiry management via an automated management system, wherein the automated management system includes a programmable management server comprising a customer database and a resource repository, the method comprising: (a) receiving customer service representative access information from a customer service representative upon access to the system by the customer service representative, wherein a previously stored profile of the customer service representative is retrieved using at least some of the access information; (b) assigning the customer service representative to perform one or more unique, predefined roles based on the customer service representative's profile, wherein the role assignment is based on the customer service representative's qualifications stored in the profile, including training, expertise and language fluency, wherein further the role comprises advisor, researcher, quality assurance representative, librarian or administrator, wherein further role assignment is based on the most appropriately qualified customer service representative that is accessing the system for that role; (c) thereafter receiving an inquiry from a customer; (d) routing the inquiry to a customer service representative previously assigned to the role of an advisor, wherein the advisor generates a research request based on the inquiry; (e) submitting the research request to a resource repository; (f) searching the resource repository for potential solutions, resources or other information in response to the inquiry; (g) assigning a level of match of the research request in relation to the information available in the resource repository based on the search of the resource repository; and (h) responding to the inquiry based upon the level of match.