Patent ID: 6996603

Claim:
An automated customer service system for establishing a line of communication with a system user and a selected customer service agent according to a selected mode of communication comprising: a processing device in connection with a communications device wherein the processing device is configured to present a plurality of interactive screen displays to the system user connecting with the processing device using a web browser, the plurality of interactive screen displays including: an identification screen display configured for the system user to enter identification information; a communications mode screen display which present a plurality of modes of communication each of which are selectable by the system user in order to establish real time connection with an identified service agent by the selected mode of communication which includes at least one of: audio, video, and data conferencing; and a call status display which is presentable to the system user who has selected to wait in a queue, wherein the call status display provides wait time information for the system user as well as at least one alternative system user activity which includes at least one of: visiting at least one website and providing call back information which includes the selected mode of communication; and a call back display configured so that the system user may select from the plurality of modes of communication for a call back as well as a preferred time for the call back; and said processing device being further configured to store the preferred time for the call back and the selected mode of communication for the call back in memory and to periodically search the memory and automatically schedule the call back with an identified service agent.