Mastercard Incorporated
Systems, methods and computer program products for voice call customer support

Abstract:

The invention provides systems, methods and computer program products for providing optimized customer support over data networks. In an embodiment the invention comprises implementing within a processor based computing system, the steps of (i) receiving voice data from a customer through a client terminal, (ii) converting the received voice data to text data, (iii) extracting one or more search parameters from the converted text data, wherein said extracted search parameters are based on at least one of a context or a subject identified from the converted text data, (iv) retrieving from a customer record database, at least one customer record that matches the extracted one or more search parameters, and (v) transmitting the retrieved at least one customer record to a customer service representative terminal for display to a customer service representative.