Dynamic content delivery
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United States of America Patent
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Issued Date -
May 11, 2006
app pub date -
Nov 8, 2004
filing date -
Nov 8, 2004
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A method and apparatus that enable the delivery of relevant content to a telecommunications user engaged in a call are disclosed. In the illustrative embodiment content is selected based on the state of the conversation, which is determined by any of the following: the interaction of a service agent or interactive voice response system with a software application; the menu state in an interactive voice response system; the current point in a script that is followed by the service agent; the current point in a workflow that is related to the call; information associated with the caller; and information associated with the call. Content might also be based on one or more of the following: the identity of the user, the telecommunications terminal employed by the user, the date and time, and the location of the user.
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