公开(公告)号：US09088654B2

公开(公告)日：2015-07-21

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

IPC: G06Q20/00 ,  G06Q20/02 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523

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。

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

IPC: H04M3/51 ,  H04M3/523

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。

公开(公告)号：US20150127560A1

公开(公告)日：2015-05-07

申请号：US14072283

申请日：2013-11-05

Applicant: BANK OF AMERICA CORPORATION

Inventor： Richard Hardin Staton ,  Jason N. Alexandrian ,  Corina Nicole Bacon ,  Michael John Blatteau, JR. ,  David John Butler ,  Chung-Di Chou ,  David W. Crowe ,  Brian J. Dunne ,  Michael D. Fleischer ,  Robert A. Fox ,  Jason Paul Gardner ,  John J. Gately ,  Oleg Gerasimovich ,  David Luke Hallam ,  Ryan Scott Heller ,  Hudson Philip Hoen, IV ,  Abigail W. Howard ,  Sethu Iyer ,  Jessica Long ,  Hari Madala ,  Vincent Maximo ,  Mohit Mehta ,  Hung Quang Pham ,  Danielle Renee Reiser ,  Andera Schmittgen ,  Garith W. Seelig ,  Patrick W. Schaffer, JR. ,  Andrew Sheldon ,  Patrick B. Smith ,  Thomas Snyder ,  Feng Tang ,  Veera Venkata Vattikuti ,  David lee Warnick ,  Bridget K. Williams

IPC: G06Q20/02 ,  G06Q50/18

CPC classification number: G06Q20/02 ,  G06Q40/025 ,  G06Q50/182

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.

Abstract translation: 本发明的实施例涉及用于提供与实体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。 本发明概述了与代表的所有客户关系。 这允许代表在客户通信开始时根据与客户的整体关系立即作出决定并采取适当的行动。 因此，本发明将所有客户与金融机构的关系与代表审查的一个统一代表相关联。 统一的代表考虑了所有客户的关系以及沟通和关系的外部因素。 因此，为具有欠款帐户的客户提供整体的客户服务体验。

公开(公告)号：US08971516B1

公开(公告)日：2015-03-03

申请号：US14072663

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 ,  Patrick B. Smith

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5133 ,  H04M3/51 ,  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 with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents automatic communication history tracking to aid in providing an overarching view of all customer relationships to a representative. This automatic communication history tracking monitors all communications, manual or automatic, incoming or outgoing. The tracking monitors the date, time, disposition, and the like of all customer communications. As such, the invention allows the representative to make decision and take appropriate actions immediately based on the entire relationship, including customer communication history. The invention takes this information and incorporates it with all of the customer's relationships and external factors to provide a holistic customer service experience for a customer with accounts in arrears.

Abstract translation: 本发明的实施例涉及用于提供与实体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。 本发明提供自动通信历史跟踪以帮助向代表提供所有客户关系的总体视图。 这种自动通信历史跟踪监视所有通信，手动或自动，传入或传出。 跟踪监视所有客户通信的日期，时间，处置等。 因此，本发明允许代表基于整个关系（包括客户沟通历史）立即作出决定并采取适当的行动。 本发明将此信息与所有客户的关系和外部因素相结合，为拖欠帐户的客户提供整体的客户服务体验。