Patent ID: 8532280

Claim:
A method for providing responses to customer communications made to a call center, said method comprising: receiving an incoming customer communication, the incoming customer communication prompted by a question relating to a product or service; determining one or more social network profiles associated with a customer of the incoming customer communication; retrieving, using a computer processor, data from the determined one or more social network profiles, wherein the data comprises at least in part information relating to the customer, customer connections within a social network associated with the social network profile, and customer connections to the product or service; determining a preference of the customer based at least in part on the incoming customer communication and the data from the one or more social network profiles associated with the customer, wherein the preference comprises a customer interest associated with the product or service; determining one or more of the customer's network position within the one or more social network profiles; determining a recommended action for the incoming customer communication, wherein the recommended action is determined from the preference and network position of the customer, wherein the recommended action is selected based on a value the recommended action provides; and routing the incoming customer communication and the determined recommended action for the incoming customer communication to a customer service representative.