US Patent 8396719 Real-time customer service assistance using collected customer life cycle data

A computer-implemented method is performed during a single communication session between a customer service representative (CSR) of a merchant, and the merchant's customer. The conversation between the CSR and the customer is analyzed to determine an issue. Previously collected information about the customer is accessed, from a database that stores information about customers of the merchant. A tip is determined and sent to be displayed to the CSR. The tip is determined based on the mood and the accessed previously collected information. Other embodiments are also described and claimed.