Real-time consumer interaction via media broadcast
A system for integrated consumer interaction via media broadcast, comprising an immediate communication system that communicated with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction.
1. A system for integrated consumer interaction, comprising:
a media player application installed on a consumer device, the media player application comprising a first plurality of programming instruction stored in a memory of, and operating on a processor of, the consumer device; and
an integrated communication server comprising a memory, a processor, and a second plurality of programmable instructions stored in the memory of, and operating on the processor of, the integrated communication server;
wherein the first plurality of programming instructions, when operating on the processor of the consumer device, cause the consumer device to:
request, receive, and store contact and preference information from a user in a data storage operating as a component of the consumer device;
receive media content from a content provider;
identify the media content and contact information for a company associated with the media content using metadata associated with the media content;
play the media content on the consumer device;
while the media content is playing, display an interactive interface element within a graphical user interface operating on the user's consumer device, the user interface element generated in real time based on metadata associated with the media content being played;
connect via a network to the integrated communication server; and
upon receipt of a user command via the interactive interface element:
automatically retrieve real-time consumer context data comprising at least location, activity, and language preference data from the consumer device based on the media content being played, its associated metadata and the current local time on the consumer device;
retrieve consumer contact and preference data from the data storage;
automatically generate an electronic callback request comprising the metadata associated with the media content, the retrieved real-time consumer context data, and the retrieved consumer contact and preference data; and
automatically send the callback request to the integrated communications server;
wherein the second plurality of programming instructions, when operating on the processor of the integrated communication server, cause the integrated communication server to:
receive connections via a network from the media player application, the connection being prompted by the user's interaction with the interactive interface element displayed by the media player software on the consumer device; and
for each such connection:
receive the company contact information, the media content identification, and the user's contact and preference information;
receive a callback request from the consumer device, the callback request comprising the metadata associated with the media content, the retrieved real-time consumer context data, and the retrieved consumer contact and preference data, from the media player on the consumer device;
automatically schedule a callback to the user of the consumer device based at least on the metadata specific to media content being played on the user device and on the received contact and preference information; and
when scheduled, automatically place a telephone call to the consumer device and to a call center agent appropriately skilled to handle the specific callback request, thereby establishing a two-way voice connection between the user of the consumer device and a selected call center agent.