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    REVIEW BUCKET FOR VIDEO CONFERENCES
    1.
    发明申请
    REVIEW BUCKET FOR VIDEO CONFERENCES 有权
    审查视频会议的BUCKET

    公开(公告)号：US20160127683A1

    公开(公告)日：2016-05-05

    申请号：US14530052

    申请日：2014-10-31

    申请人： BANK OF AMERICA CORPORATION

    发明人： Carrie Anne Hanson ,  Alicia C. Jones-McFadden ,  Craig Sobol ,  Brent Alan Shelkey ,  Kimberly Ya-chin Chang ,  Sarah Beth Gottfried ,  Wang Liang ,  Neha Rani Rathi ,  Anthony Scott Wong

    IPC分类号： H04N7/15

    CPC分类号： H04N7/15 ,  G06Q10/10 ,  G06Q30/00 ,  G06Q30/01 ,  H04L12/1813 ,  H04L12/1822 ,  H04N7/141

    摘要： Embodiments of the invention detail systems, computer program products, and methods for providing a review bucket for video conferences. In an exemplary embodiment the system presents on a display a review bucket widget that is configured to receive a plurality of discussion topics for use in a video conference communication session between the customer and a business agent that represents a particular entity. To this extent, the system may additionally receive, within the review bucket widget, an identifier of at least one discussion topic that the customer is interested in discussing during the video conference communication session and transmit the at least one discussion topic to the business agent.

    摘要翻译： 本发明的实施例详细描述了系统，计算机程序产品和用于为视频会议提供审查桶的方法。 在示例性实施例中，系统在显示器上呈现审查桶小部件，其被配置为接收用于客户和代表特定实体的业务代理之间的视频会议通信会话中的多个讨论主题。 在这个程度上，系统还可以在审查桶小部件内接收客户有兴趣在视频会议通信会话期间讨论的至少一个讨论话题的标识符，并将至少一个讨论话题传送给业务代理。

    INSTANT CUSTOMER SERVICE FEEDBACK SYSTEM
    2.
    发明申请
    INSTANT CUSTOMER SERVICE FEEDBACK SYSTEM 审中-公开
    即时客户服务反馈系统

    公开(公告)号：US20160125484A1

    公开(公告)日：2016-05-05

    申请号：US14530209

    申请日：2014-10-31

    申请人： BANK OF AMERICA CORPORATION

    发明人： Carrie Anne Hanson ,  Alicia C. Jones-McFadden ,  Craig Sobol ,  Brent Alan Shelkey ,  Kimberly Ya-chin Chang ,  Sarah Beth Gottfried ,  Wang Liang ,  Neha Rani Rathi ,  Anthony Scott Wong

    IPC分类号： G06Q30/02 ,  H04L29/06

    CPC分类号： G06Q30/0282 ,  H04L65/1069 ,  H04L65/4015 ,  H04L65/403

    摘要： Embodiments of the invention provide instant customer service feedback during a communication session with the customer. The system initiate a video conference communication session between the customer and the business agent that comprises providing a multimedia interface between the agent and the customer that provides the agent and the customer with an audio and video feedback of one another. After initiating the video conference communication session, a customer feedback interface configured to receive feedback from the customer in real-time during the video conference communication session is presented on the display of the customers apparatus such that the system may receive, in real-time, feedback provided by the customer via the customer feedback interface.

    摘要翻译： 本发明的实施例在与客户的通信会话期间提供即时的客户服务反馈。 该系统发起客户和业务代理之间的视频会议通信会话，该会话包括在代理和客户之间提供多媒体接口，为客户和客户提供彼此的音频和视频反馈。 在启动视频会议通信会话之后，客户反馈接口被配置为在视频会议通信会话期间实时接收来自客户的反馈，在客户设备的显示器上呈现，使得系统可以实时地接收， 客户通过客户反馈界面提供反馈。

    ROUTING CALLS TO PREFERRED AGENTS
    6.
    发明申请
    ROUTING CALLS TO PREFERRED AGENTS 有权
    路线选择优先代理

    公开(公告)号：US20160127555A1

    公开(公告)日：2016-05-05

    申请号：US14530350

    申请日：2014-10-31

    申请人： BANK OF AMERICA CORPORATION

    发明人： Carrie Anne Hanson ,  Alicia C. Jones-McFadden ,  Craig Sobol ,  Brent Alan Shelkey ,  Kimberly Ya-chin Chang ,  Sarah Beth Gottfried ,  Wang Liang ,  Neha Rani Rathi ,  Anthony Scott Wong

    IPC分类号： H04M3/523 ,  H04M3/54 ,  H04N7/14

    CPC分类号： H04M3/5232 ,  H04M3/5238 ,  H04M3/54 ,  H04M2201/50 ,  H04M2203/408 ,  H04M2203/6009 ,  H04M2203/6045 ,  H04N7/147

    摘要： Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or more agents; and route the call to one of the selected agents. Some embodiments determine a telephone number from which the call was received; comparing the telephone number with a plurality of entries in a customer information database; and determining that the telephone number matches an entry in the database. Other embodiments receive a communication from the user device indicating that the customer has placed the call; determine that the customer is currently authenticated through an online banking session or a mobile application on the user device; and receive a communication from the user device indicating the customer's identity.

    摘要翻译： 实施例针对将客户呼叫路由到优选代理。 实施例使用用户设备接收来自客户的呼叫; 确定客户的身份; 检索与匹配条目相关联的信息; 至少部分地基于所检索的信息，选择一个或多个代理; 并将呼叫路由到其中一个选定的代理。 一些实施例确定接收到呼叫的电话号码; 将所述电话号码与客户信息数据库中的多个条目进行比较; 以及确定所述电话号码与所述数据库中的条目相匹配。 其他实施例从用户设备接收指示客户已经发出呼叫的通信; 确定客户当前通过在线银行会话或用户设备上的移动应用进行认证; 并从用户设备接收指示客户身份的通信。

    Review bucket for video conferences
    7.
    发明授权
    Review bucket for video conferences 有权
    视频会议的查看桶

    公开(公告)号：US09503686B2

    公开(公告)日：2016-11-22

    申请号：US14530052

    申请日：2014-10-31

    申请人： BANK OF AMERICA CORPORATION

    发明人： Carrie Anne Hanson ,  Alicia C. Jones-McFadden ,  Craig Sobol ,  Brent Alan Shelkey ,  Kimberly Ya-chin Chang ,  Sarah Beth Gottfried ,  Wang Liang ,  Neha Rani Rathi ,  Anthony Scott Wong

    IPC分类号： H04N7/14 ,  H04N7/15 ,  G06Q30/00 ,  H04L12/18

    CPC分类号： H04N7/15 ,  G06Q10/10 ,  G06Q30/00 ,  G06Q30/01 ,  H04L12/1813 ,  H04L12/1822 ,  H04N7/141

    摘要： Embodiments of the invention detail systems, computer program products, and methods for providing a review bucket for video conferences. In an exemplary embodiment the system presents on a display a review bucket widget that is configured to receive a plurality of discussion topics for use in a video conference communication session between the customer and a business agent that represents a particular entity. To this extent, the system may additionally receive, within the review bucket widget, an identifier of at least one discussion topic that the customer is interested in discussing during the video conference communication session and transmit the at least one discussion topic to the business agent.

    摘要翻译： 本发明的实施例详细描述了系统，计算机程序产品和用于为视频会议提供审查桶的方法。 在示例性实施例中，系统在显示器上呈现审查桶小部件，其被配置为接收用于客户和代表特定实体的业务代理之间的视频会议通信会话中的多个讨论主题。 在这个程度上，系统还可以在审查桶小部件内接收客户有兴趣在视频会议通信会话期间讨论的至少一个讨论话题的标识符，并将至少一个讨论话题传送给业务代理。

    REQUEST TRACKER TOOL
    9.
    发明申请
    REQUEST TRACKER TOOL 审中-公开
    请求追踪器工具

    公开(公告)号：US20160125525A1

    公开(公告)日：2016-05-05

    申请号：US14530333

    申请日：2014-10-31

    申请人： BANK OF AMERICA CORPORATION

    发明人： Carrie Anne Hanson ,  Alicia C. Jones-McFadden ,  Craig Sobol ,  Brent Alan Shelkey ,  Kimberly Ya-chin Chang ,  Sarah Beth Gottfried ,  Wang Liang ,  Neha Rani Rathi ,  Anthony Scott Wong

    IPC分类号： G06Q40/02 ,  G06F21/62

    CPC分类号： G06Q40/02 ,  G06F21/6245

    摘要： Embodiments of the invention are directed to systems, methods and computer program products for providing an online banking customer interface with comprehensive access to all of the customer's accounts, an activity list and any outstanding customer requests. Embodiments determine that the customer has been authenticated to a financial institution online banking session; in response to determining the customer has been authenticated, initiate presentation of a customer interface comprising a listing of all of the customer's accounts, an activity list, and a listing of all of the customer's requests; determine a status of at least one customer request; and present the status of the at least one customer request. Some embodiments present a resolution process associated with at least one customer request that includes a plurality of steps to be completed, a plurality of expected completion dates each associated with the steps, and a current step.

    摘要翻译： 本发明的实施例涉及用于向在线银行客户界面提供对所有客户帐户，活动列表和任何未完成的客户请求的全面访问的系统，方法和计算机程序产品。 实施例确定客户已经被认证到金融机构网上银行会议; 响应于确定客户已被认证，启动客户界面的呈现，其包括所有客户账户，活动列表和所有客户请求的列表的列表; 确定至少一个客户请求的状态; 并呈现至少一个客户请求的状态。 一些实施例呈现与包括要完成的多个步骤，多个与步骤相关联的多个预期完成日期以及当前步骤的至少一个客户请求相关联的解析过程。