Patent ID: 8755510

Claim:
A computer implemented method for providing customer service information, the computer comprising a processor and a data repository operatively coupled to the processor, the method comprising: identifying a customer based on a telephone call from the customer; accessing, via the processor, the customer's account based on results from the identifying step; determining, via the processor, a plurality of likely reasons for the call based on information associated with the customer's account; associating a ranking with each respective one of the plurality of likely reasons for the call; generating, via the processor, a plurality of scripts in advance of an agent communicating with the customer, one script respectively for each of the plurality of likely reasons for the call; prioritizing the plurality of scripts based on the ranking; transmitting, electronically, the plurality of scripts to the agent, wherein the plurality of scripts electronically transmitted to the agent are prioritized; the agent selecting one of at least one of the plurality of scripts and a new script generated, via the processor, based on additional information provided by the customer to the agent; and the agent communicating information from the at least one selected script to the customer.