Nuance Communications, Inc.

Michael G Linnert

Kevin M Stone

Assaf Baciu

Vipul Niranjan Vyas

David E Hartig

Self-service application and method facilitate the ability of a self-service system to resolve conflicts in an automated fashion. When a user 'opts-in' to a product offer presented to the user by the self-service system, the self-service system determines if the offered product conflicts with an existing product or characteristic associated with the user's account. If there is a conflict and the conflict can be better explained in another communication channel, the self-service system informs the user that there is a problem with the user purchasing the product, and offers to provide more information via a second communication channel. If the user accepts such offer, the self-service system begins communicating with the user about the conflict in the second communication channel. In one embodiment, in transitioning to the second communication channel, the self-service system maintains the user state information.

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Menlo Park, CA, United States of America

Michael G Linnert