An application that provides voice, chat, or short message services on a social media site to present a data field in a user interface for a person to enter information to request support, make a purchase, or seek information; presents an option to a person that allows the person to select how they want to be contacted by at least one agent; captures information from the social media site for the person; populates a preformatted note with the personal information and selection received from the person, the preformatted note having fields corresponding to the information and contact option, with the preformatted note formed by populating an input field with corresponding information or a selection by the person; stores all or part of the preformatted note as the record of the person's request for support; implements an algorithm to determine social affinity to route the request to at least one agent or another phone number or an automated response machine; and routes the request by voice or data channel, tracks the request and response, reports the results, and uses those results as feedback for future routing for the person or the person's social contacts.

Title
System and method for providing voice, chat, and short message service applications usable in social media to service personal orders and requests by at least one agent
Application Number
13/103947
Publication Number
20120233546
Application Date
May 9, 2011
Publication Date
September 13, 2012
Inventor
Ramana Reddy
Ashburn
VA, US
Raj Sharma
McLean
VA, US
Nitin Gupta
Assignee
3CLogic
MD, US
IPC
G06F 03/01
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