System and method for automating handling of slamming and cramming complaints
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United States of America Patent
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Jul 19, 2011
Grant Date -
Jan 3, 2008
app pub date -
Sep 13, 2007
filing date -
Apr 29, 2002
priority date (Note) -
Expired
status (Latency Note)
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Abstract
A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.
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