Method and apparatus for the development and implementation of an interactive customer service system that is dynamically responsive to change in marketing decisions and environments

摘要

A customer service system interface development tool is disclosed for use by an interface designer in creating an interface for customer interaction. The interface created by the development tool may be incorporated into a customer service system for presenting products or services to a customer for the customer to make a product or service selection if the customer so desires from the products or services presented as a result of the customer's interaction with the interface. The interface tool includes modules for specifying global parameters relating products or services to be presented to the customer through the interface and developing a profile of the customer service system environment in which the interface is to operate. An additional module aids the interface designer in planning a presentation by associating a set of presentation data with the products or services available for presentation to the customer. Optional modules includes modules for planning products for production at the same location as the customer service system embodying the interface. An example of use of the interface development tool in the greeting card environment is also disclosed.