American Airlines, Inc.

Susan Lawrence

Carline Smith

Gretchen Liles

George Gleason

Methods of processing a call initiated by a caller and received by a call processing system wherein, in at least one embodiment, information specific to the caller's identity is obtained, at least one message is selected automatically and based on the obtained information, and the at least one message is automatically presented to the caller, among other aspects. The obtained information upon which the at least one message is automatically selected may also be automatically obtained. Such automatically obtained information may also be obtained based on or employ previously obtained information, including previously obtained information that was also automatically obtained.

Customer menu

A method of routing a plurality of calls received by a call routing system, including grouping each of the plurality of received calls based on a plurality of customer classifications each associated with one of a plurality of customers each corresponding to one of the plurality of received calls. Each of the plurality of received calls are ranked based on a plurality of transaction histories each associated with one of the plurality of customers. Each of the plurality of received calls are routed based on the grouping and the ranking.

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Grapevine, TX, United States of America

Susan Lawrence