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公开(公告)号：US10127509B2
公开(公告)日：2018-11-13
申请号：US14857304
申请日：2015-09-17
Applicant: BANK OF AMERICA CORPORATION
Inventor： David Lee Warnick , Hudson Philip Hoen, IV , Andrew Sheldon , Jason Nicolas Alexandrian , Jason P. Gardner , Luis Felipe Lecaro Saborio , Brian Robert Camphausen
Abstract: Embodiments of the invention are directed to systems, methods, and computer program products for temporarily suspending a workflow associated with a work item. The system is configured to establish a communicable link with a queue to retrieve a first work item. The system is configured to receive a notification from a first device, where the notification comprises a second work item. The system temporarily suspends the first work item and the work flow associated with the first work item, in response to receiving the second work item from the first device. Once the system determines execution of a user action associated with the second work item, it restores the suspended first work item and the one or more suspended sessions associated with the first work item.
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公开(公告)号：US09549067B2
公开(公告)日：2017-01-17
申请号：US15159097
申请日：2016-05-19
Applicant: BANK OF AMERICA CORPORATION
Inventor： David Luke Hallam , Andrew Sheldon , Aleksander F. Kravchenko , George Vettiyedathuparampil Thomas
CPC classification number: H04M3/5158 , G06F3/0484 , G06F3/04842 , G06Q20/407 , G06Q30/01 , G06Q30/016 , H04M1/677 , H04M11/04
Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing disaster relief event call flagging. The system, method, and computer program product are configured to create a disaster relief event associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event comprises one or more parameters that identify locations associated with the disaster relief event; create a temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the dialer file is based at least partially on the one or more parameters of the disaster relief event, and automatically suspend contact to one or more customers based at least partially in response to the telephone numbers of the one or more customer being excluded from the temporary dialer file.
Abstract translation: 本发明的实施例涉及用于提供救灾事件呼叫标记的系统，方法和计算机程序产品。 系统，方法和计算机程序产品被配置为创建与由实体维护的多个客户帐户相关联的救灾事件，其中所述救灾事件包括识别与所述救灾事件相关联的位置的一个或多个参数; 创建临时拨号器文件以用于参考所述帐户联系所述多个客户，其中所述拨号文件至少部分地基于所述救灾事件的所述一个或多个参数，并且自动暂停与一个或多个基于客户的联系 至少部分地响应于从临时拨号器文件中排除的一个或多个客户的电话号码。
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公开(公告)号：US20160261746A1
公开(公告)日：2016-09-08
申请号：US15159105
申请日：2016-05-19
Applicant: BANK OF AMERICA CORPORATION
Inventor： David Luke Hallam , Andrew Sheldon , Aleksander F. Kravchenko , George Vettiyedathuparampil Thomas
IPC: H04M3/51 , G06F3/0484 , G06Q30/00 , H04M1/677
CPC classification number: H04M3/5158 , G06F3/0484 , G06F3/04842 , G06Q20/407 , G06Q30/01 , G06Q30/016 , H04M1/677 , H04M11/04
Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing disaster relief event call flagging. The system, method, and computer program product are configured to create a disaster relief event associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event comprises one or more parameters that identify locations associated with the disaster relief event; create a temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the dialer file is based at least partially on the one or more parameters of the disaster relief event, and automatically suspend contact to one or more customers based at least partially in response to the telephone numbers of the one or more customer being excluded from the temporary dialer file.
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4.发明申请DETERMINING APPROPRIATE COURSE FOR REPRESENTATIVE WORKING TO RECOVER PAYMENT IN ARREARS 有权确定代表性工作恢复在阿拉伯的付款的适当程序公开(公告)号：US20150124958A1
公开(公告)日：2015-05-07
申请号：US14072616
申请日：2013-11-05
Applicant: BANK OF AMERICA CORPORATION
Inventor： Andrew Sheldon , Brian J. Dunne , Hudson Philip Hoen, IV
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q40/02
Abstract: Embodiments of the invention are directed to a system, method, or computer program product for determining an appropriate course of action for a representative working to recover payment in arrears. Embodiments may determine at least one customer preference regarding limitation of representative-customer interactions; and, based on the at least one customer preference, present assistance information to the representative before or during the representative-customer interaction, the assistance information configured to at least one of inform the representative of the at least one customer preference, present the representative with at least one proposed question for presentation to the customer, or present the representative with at least one proposed method for representative-customer interaction.
Abstract translation: 本发明的实施例涉及一种系统，方法或计算机程序产品，用于确定工作中的代表工作以追回欠款的适当行动方案。 实施例可以确定关于代表 - 客户交互的限制的至少一个客户偏好; 并且基于所述至少一个客户偏好，在所述代表 - 客户交互之前或期间向所述代表提供辅助信息，所述辅助信息被配置为将所述至少一个客户偏好的代表通知所述代表中的至少一个， 至少提出一个向客户呈现的提出的问题，或向代表呈现至少一种用于代表性 - 客户交互的提出的方法。
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公开(公告)号：US20150127396A1
公开(公告)日：2015-05-07
申请号：US14071250
申请日：2013-11-04
Applicant: BANK OF AMERICA CORPORATION
Inventor： Andrew Sheldon , Hudson Philip Hoen, IV , Patrick B. Smith
CPC classification number: G06Q10/06311 , G06Q30/018
Abstract: Embodiments of the invention relate to systems, methods, and computer program products for determining preferred times for contacting a customer. The system, method, and computer program product are configured to a) determine one or more contacts for a customer; b) determine regulations and/or policies associated with communicating with customers; and c) determine one or more optimal times from a twenty-four hour time period for contacting the customer based at least partially on the determined one or more contacts for the customer and the determine regulations and/or policies.
Abstract translation: 本发明的实施例涉及用于确定联系客户的优选时间的系统，方法和计算机程序产品。 系统，方法和计算机程序产品被配置为a）为客户确定一个或多个联系人; b）确定与客户沟通相关的法规和/或政策; 以及c）从二十四小时的时间段确定一个或多个最佳时间，以便至少部分地基于所确定的一个或多个客户的联系人以及确定的规则和/或策略来联系客户。
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Patent Agency Ranking
6.发明申请公开(公告)号：US20150124956A1
公开(公告)日：2015-05-07
申请号：US14072681
申请日：2013-11-05
Applicant: BANK OF AMERICA CORPORATION
Inventor： Michael John Blatteau, JR. , Michael D. Fleischer , Ryan Scott Heller , Hudson Philip Hoen, IV , Sethu Iyer , Hari Madala , Andrew Sheldon , Patrick B. Smith
CPC classification number: H04M3/5158 , H04M3/5235 , H04M2203/408
Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.
Abstract translation: 本发明的实施例涉及一种用于提供实体内的所有客户关系的统一表示的系统，方法或计算机程序产品。 此次代表重点关注将要收回的拖欠的客户产品。 本发明在客户通信之后立即需要系统和代表的处理输入。 这样，本发明有助于向代表提供所有客户关系的总体观点。 关于通信的自动信息包括与通信相关联的日期，时间，持续时间等。 本发明要求代表人工地输入来自每个通信的处置，诸如在通信期间讨论的内容。 因此，本发明允许后续代表根据整个关系（包括先前客户沟通的结果）作出决定并采取适当行动。
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公开(公告)号：US20150121241A1
公开(公告)日：2015-04-30
申请号：US14068639
申请日：2013-10-31
Applicant: Bank of America Corporation
Inventor： Andrew Sheldon , Ryan Scott Heller , David Luke Hallam
IPC: H04L29/06 , G06F3/0484 , G06F3/0482
CPC classification number: H04L63/101 , G06Q30/01
Abstract: Embodiments of the invention include systems and methods for assigning visual representation to contacts. The embodiments include receiving selection criteria, identifying data associated with a plurality of customers meeting the selection criteria, wherein each of the customers is associated with one or more contacts, determining that at least one contact associated with each customer comprises one or more contact statuses, and assigning one or more indicators to the at least one contact based on the one or more statuses. In particular embodiments, the one or more statuses are related to a contact locked status, a contact external request status, a contact geography status, a contact time period status, a contact velocity status, and/or a permission-to-communicate status.
Abstract translation: 本发明的实施例包括用于将视觉表示分配给联系人的系统和方法。 实施例包括接收选择标准，识别与满足选择标准的多个客户相关联的数据，其中每个客户与一个或多个联系人相关联，确定与每个客户相关联的至少一个联系人包括一个或多个联系状态， 以及基于所述一个或多个状态将一个或多个指示符分配给所述至少一个联系人。 在特定实施例中，一个或多个状态与联系人锁定状态，联系人外部请求状态，联系人地理状态，联系时间段状态，联系人速度状态和/或许可传送状态有关。
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公开(公告)号：US10417642B2
公开(公告)日：2019-09-17
申请号：US14072541
申请日：2013-11-05
Applicant: BANK OF AMERICA CORPORATION
Inventor： Andrew Sheldon , Brian J. Dunne , Hudson Philip Hoen, IV
Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.
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公开(公告)号：US09807234B2
公开(公告)日：2017-10-31
申请号：US15159105
申请日：2016-05-19
Applicant: BANK OF AMERICA CORPORATION
Inventor： David Luke Hallam , Andrew Sheldon , Aleksander F. Kravchenko , George Vettiyedathuparampil Thomas
CPC classification number: H04M3/5158 , G06F3/0484 , G06F3/04842 , G06Q20/407 , G06Q30/01 , G06Q30/016 , H04M1/677 , H04M11/04
Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing disaster relief event call flagging. The system, method, and computer program product are configured to create a disaster relief event associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event comprises one or more parameters that identify locations associated with the disaster relief event; create a temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the dialer file is based at least partially on the one or more parameters of the disaster relief event, and automatically suspend contact to one or more customers based at least partially in response to the telephone numbers of the one or more customer being excluded from the temporary dialer file.
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公开(公告)号：US20170083847A1
公开(公告)日：2017-03-23
申请号：US14857304
申请日：2015-09-17
Applicant: BANK OF AMERICA CORPORATION
Inventor： David L. Warnick , Hudson Philip Hoen, IV , Andrew Sheldon , Jason Nicolas Alexandrian , Jason P. Gardner , Luis Felipe Lecaro Saborio , Brian Robert Camphausen
IPC: G06Q10/06
CPC classification number: G06Q10/06316
Abstract: Embodiments of the invention are directed to systems, methods, and computer program products for temporarily suspending a workflow associated with a work item. The system is configured to establish a communicable link with a queue to retrieve a first work item. The system is configured to receive a notification from a first device, where the notification comprises a second work item. The system temporarily suspends the first work item and the work flow associated with the first work item, in response to receiving the second work item from the first device. Once the system determines execution of a user action associated with the second work item, it restores the suspended first work item and the one or more suspended sessions associated with the first work item.
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