CPC H04M 3/5191 (2013.01) [G06Q 30/0281 (2013.01); H04M 1/7243 (2021.01); H04M 3/42068 (2013.01); H04M 3/5166 (2013.01); G06Q 30/016 (2013.01); H04M 2203/351 (2013.01); H04M 2203/6081 (2013.01)] | 20 Claims |
1. A method comprising:
receiving, via one or more server devices, a communication from a customer device via a first communication medium;
designating, via the one or more server devices, the communication as an active communication;
forwarding, via the one or more server devices, a link message to the customer device that provides to a customer a display selection shown on the customer device;
receiving, via the one or more server devices, a customer selection, from the display selection, to receive content during the active communication status; and
identifying, via the one or more server devices, a current customer status based on the customer selection;
identifying, via the one or more server devices, an agent assigned to a customer record of the customer;
retrieving, via the one or more server devices, at least one pre-recorded content file associated with the identified agent and the current customer condition;
forwarding, via the one or more server devices, the pre-recorded content file to the customer device via a second communication medium different from the first communication medium;
identifying, via the one or more server devices, that pre-recorded content in the pre-recorded content file has been viewed by the customer; and
in response to the identifying that the pre-recorded content has been viewed by the customer, reducing, via the one or more server devices, a time period until the customer is transferred to the identified agent.
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