Multimode service communication configuration
View Patent ↗Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, identifying an initial communication purpose based on a selection received from the customer device during the communication, and updating the customer record responsive to identifying the initial communication purpose by changing a status of the customer record to permit additional communication options.
1. A method comprising:
receiving a communication from a customer device via a first communication medium;
responsive to receiving the communication, transmitting an authorization message to the customer device via a second communication medium;
receiving an authorization response message;
retrieving a customer record associated with the customer device;
elevating a status importance of the customer record responsive to receiving the authorization response message;
designating the communication as an active status;
identifying an initial communication purpose based on at least one selection received from the customer device during the communication; and
updating the customer record responsive to identifying the initial communication purpose by changing a status of the customer record to permit additional communication options.
2. The method of claim 1 , further comprising:
responsive to receiving the communication, transmitting an inquiry message to the customer device;
receiving an inquiry response message;
parsing the inquiry response message;
determining the initial communication purpose based on the parsed inquiry response message; and
elevating a status importance of the customer record responsive to determining the initial communication purpose.
3. The method of claim 2 , wherein the inquiry message is a short message service (SMS) message.
4. The method of claim 2 , further comprising:
initiating an application on the user device responsive to receiving the inquiry response message;
populating a display on the application with a plurality of display options related to the inquiry response message;
displaying the plurality of options on the customer device.
5. The method of claim 4 , further comprising:
retrieving user preferences from the customer record; and
applying user preferences to the display options.
6. The method of claim 1 , further comprising:
identifying the customer device as a new customer;
transmitting a registration web link via a SMS message to the customer device;
receiving a completed registration from the customer device during the active communication; and
elevating a status importance of the customer record responsive to determining the communication purpose.
7. An apparatus, comprising:
a receiver configured to receive a communication from a customer device via a first communication medium;
a processor configured to:
responsive to the receipt of the communication, cause an authorization message to be transmitted to the customer device via a second communication medium;
receiving an authorization response message;
retrieve a customer record associated with the customer device,
elevate a status importance of the customer record responsive to receiving the authorization response message;
designate the communication as an active status,
identify an initial communication purpose based on at least one selection received from the customer device during the communication, and
update the customer record responsive to identification of the initial communication purpose by changing a status of the customer record to permit additional communication options.
8. The apparatus of claim 7 , further comprising:
responsive to the communication being received, a transmitter configured to transmit an inquiry message to the customer device, and wherein the receiver is further configured to receive an inquiry response message, and the processor is further configured to parse the inquiry response message, determine the initial communication purpose based on the parsed inquiry response message, and elevate a status importance of the customer record responsive to determining the initial communication purpose.
9. The apparatus of claim 8 , wherein the inquiry message is a short message service (SMS) message.
10. The apparatus of claim 9 , wherein the processor is further configured to initiate an application on the user device responsive to the inquiry response message being received, populate a display on the application with a plurality of display options related to the inquiry response message, and display the plurality of options on the customer device.
11. The apparatus of claim 10 , wherein the processor is further configured to retrieve user preferences from the customer record, and apply user preferences to the display options.
12. The apparatus of claim 7 , wherein the processor is further configured to
identify the customer device as a new customer, and the transmitter is further configured to transmit a registration web link via a SMS message to the customer device, and the receiver is further configured to receive a completed registration from the customer device during the active communication, and the processor is also configured to elevate a status importance of the customer record responsive to determining the communication purpose.
13. A non-transitory computer readable storage medium configured to store instructions that when executed causes a processor to perform:
receiving a communication from a customer device via a first communication medium;
responsive to receiving the communication, transmitting an authorization message to the customer device via a second communication medium;
receiving an authorization response message;
retrieving a customer record associated with the customer device;
elevating a status importance of the customer record responsive to receiving the authorization response message;
designating the communication as an active status;
identifying an initial communication purpose based on at least one selection received from the customer device during the communication; and
updating the customer record responsive to identifying the initial communication purpose by changing a status of the customer record to permit additional communication options.
14. The non-transitory computer readable storage medium of claim 13 , wherein the processor is further configured to perform:
responsive to receiving the communication, transmitting an inquiry message to the customer device;
receiving an inquiry response message;
parsing the inquiry response message;
determining the initial communication purpose based on the parsed inquiry response message; and
elevating a status importance of the customer record responsive to determining the initial communication purpose.
15. The non-transitory computer readable storage medium of claim 14 , wherein the inquiry message is a short message service (SMS) message.
16. The non-transitory computer readable storage medium of claim 14 , wherein the processor is further configured to perform:
initiating an application on the user device responsive to receiving the inquiry response message;
populating a display on the application with a plurality of display options related to the inquiry response message;
displaying the plurality of options on the customer device.
17. The non-transitory computer readable storage medium of claim 16 , wherein the processor is further configured to perform:
retrieving user preferences from the customer record; and
applying user preferences to the display options;
identifying the customer device as a new customer;
transmitting a registration web link via a SMS message to the customer device;
receiving a completed registration from the customer device during the active communication; and
elevating a status importance of the customer record responsive to determining the communication purpose.