公开(公告)号：US20140104370A1

公开(公告)日：2014-04-17

申请号：US13652093

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lynn Streja ,  Carrie Anne Hanson ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04M3/42 ,  H04N7/15

CPC classification number: H04N7/15 ,  G06Q10/1093 ,  G06Q30/00 ,  H04L12/1813 ,  H04L12/1818 ,  H04M3/5183 ,  H04M3/567 ,  H04M2201/38

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference. Embodiments determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference; determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection; and receive user input selecting one of the at least one representatives for conference connection. Some embodiments establish an operative connection between the user device and a representative system associated with the representative over which the user and the representative can conduct an audio-visual conference.

Abstract translation: 本发明的实施例涉及用于帮助用户选择金融机构的客户服务代表以准备客户服务会议的系统，方法和计算机程序产品。 实施例确定在用户的用户设备和与金融机构相关联的系统之间正在建立操作连接，使得用户和金融机构的代表可以进行会议; 确定来自潜在代表池的至少一个代表，所述至少一个代表被确定为呈现给用户以供用户选择; 并且接收选择所述至少一个代表之一用于会议连接的用户输入。 一些实施例在用户设备和与代表相关联的代表系统之间建立操作连接，用户和代表可以通过该代表进行视听会议。

公开(公告)号：US09754320B2

公开(公告)日：2017-09-05

申请号：US13652120

申请日：2012-10-15

Applicant: Bank of America Corporation

Inventor： Matthew A. Calman ,  Rajat Agrawal ,  Wanwen Han ,  Alicia C. Jones ,  Su Liu ,  Cameron Jungeun Park-Hur ,  Nir Rachmel ,  Lynn Streja ,  Elizabeth S. Votaw

IPC: G06Q40/02 ,  H04N7/15 ,  H04N5/765

CPC classification number: G06Q40/02 ,  H04N7/155

Abstract: Embodiments of the invention are directed to systems, methods, and computer program products for providing a record of an interactive conference, such as a video conference. The systems, methods, and computer program products determine that an operative connection has been established between a user device of a user and a system associated with a representative of a financial institution, such that the user and the representative are conducting a conference; identify a document referenced during the conference; capture at least a portion of the conference in a record; associate the document with the record; and store the record. Customers of financial institutions desire to have records of their interactions with representatives of the financial institution and the embodiments of this invention assist the customer in maintaining and organizing those records.

公开(公告)号：US20140104366A1

公开(公告)日：2014-04-17

申请号：US13651970

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lynn Streja ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04N7/14

CPC classification number: H04N7/141

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for split-screen functionality to be provided to a user device during a hold period prior to a customer-service video conference. Specifically, according to defined embodiments, the present invention provides for a first portion of split-screen includes a visual depiction of a queue of users currently awaiting a video conference with the customer-service associate. The queue allows for the user/customer to gauge how long the hold period will last. In addition to the visual depiction of the hold queue, the split screen may provide for other portions of the screen to include other information and/or functionality such as, such as information related or unrelated to the impending video conference.

Abstract translation: 本发明的实施例涉及用于在客户服务视频会议之前的保持期间提供给用户设备的分屏功能的系统，方法和计算机程序产品。 具体地，根据所定义的实施例，本发明提供了分屏的第一部分，其包括目前等待与顾客服务关联者的视频会议的用户队列的视觉描述。 队列允许用户/客户衡量持续时间将持续多长时间。 除了保持队列的可视描述之外，分屏可以提供屏幕的其他部分以包括诸如与即将进行的视频会议相关或不相关的信息的其他信息和/或功能。

公开(公告)号：US09508058B2

公开(公告)日：2016-11-29

申请号：US13651966

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Rajat Agrawal ,  James Robert Grimsley ,  Wanwen Han ,  Alicia C. Jones ,  Su Liu ,  Cameron Jungeun Park-Hur ,  Nir Rachmel ,  Lynn Streja ,  Elizabeth S. Votaw

IPC: G06F15/16 ,  G06Q10/10 ,  G06Q40/02

CPC classification number: G06Q10/101 ,  G06Q10/1095 ,  G06Q40/02

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for providing an interactive conference, such as a video conference. The system, methods, and computer program products determine that an operative connection is being established between a user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference; provide a document viewable by both the user and the representative during the conference; and enable the document to be edited by at least one of the user and the representative during the conference. The document may be an uploaded document or an account view. The system, method, and computer program product provide augmented service to customers of financial institutions when the customers are participating in a conference with a representative of the financial institution.

Abstract translation: 本发明的实施例涉及用于提供例如视频会议的交互式会议的系统，方法和计算机程序产品。 系统，方法和计算机程序产品确定在用户的用户设备和与金融机构的代表相关联的系统之间正在建立操作连接，使得用户和代表可以进行会议; 提供会议期间用户和代表可查看的文件; 并且在会议期间使文档由用户和代表中的至少一个来编辑。 该文档可以是上传的文档或帐户视图。 当客户与金融机构的代表参加会议时，系统，方法和计算机程序产品为金融机构的客户提供增值服务。

公开(公告)号：US08942684B2

公开(公告)日：2015-01-27

申请号：US13651798

申请日：2012-10-15

Applicant: Bank of America Corporation

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lin Streja ,  Cameron Park-Hur

IPC: H04W4/16 ,  H04M3/58

CPC classification number: H04M3/56 ,  H04L12/1818 ,  H04L12/1822 ,  H04M3/51

Abstract: Systems, methods, and computer program products for adaptively scaffolding of levels of connectivity between one or more customer devices during customer service conference are provided. The system includes various applications and features executable on a computing and/or mobile computing device. The system includes a user interface configured to present tools and features that allows a customer, during a digital conference with a bank representative, to manipulate the channels of communication, levels of connectivity or other features of the digital conference. In some instances, a scaffolding application on the bank's server may be provided to dynamically adjust the levels of connectivity and/or channels of communication of an ongoing digital conference session between a customer and a bank representative based on prior conferences involving the customer and/or a bank representative. As such, the system allows for self-directed and/or computer-aided adjustment of levels of connectivity during a conference.

Abstract translation: 提供了用于在客户服务会议期间自适应地搭建一个或多个客户设备之间的连接级别的系统，方法和计算机程序产品。 该系统包括在计算和/或移动计算设备上可执行的各种应用和特征。 该系统包括被配置为呈现工具和特征的用户界面，其允许客户在与银行代表的数字会议期间操纵通信信道，连接级别或数字会议的其他特征。 在某些情况下，可以提供银行服务器上的脚手架应用程序，用于基于涉及客户和/或客户的先前会议来动态地调整客户和银行代表之间正在进行的数字会议会话的连接和/或沟通渠道的级别 银行代表。 因此，系统允许在会议期间进行自我导向和/或计算机辅助的连接级别的调整。

公开(公告)号：US08866877B2

公开(公告)日：2014-10-21

申请号：US13651970

申请日：2012-10-15

Applicant: Bank of America Corporation

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lynn Streja ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04N7/14

CPC classification number: H04N7/141

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for split-screen functionality to be provided to a user device during a hold period prior to a customer-service video conference. Specifically, according to defined embodiments, the present invention provides for a first portion of split-screen includes a visual depiction of a queue of users currently awaiting a video conference with the customer-service associate. The queue allows for the user/customer to gauge how long the hold period will last. In addition to the visual depiction of the hold queue, the split screen may provide for other portions of the screen to include other information and/or functionality such as, such as information related or unrelated to the impending video conference.

Abstract translation: 本发明的实施例涉及用于在客户服务视频会议之前的保持期间提供给用户设备的分屏功能的系统，方法和计算机程序产品。 具体地，根据所定义的实施例，本发明提供了分屏的第一部分，其包括目前等待与顾客服务关联者的视频会议的用户队列的视觉描述。 队列允许用户/客户衡量持续时间将持续多长时间。 除了保持队列的可视描述之外，分屏可以提供屏幕的其他部分以包括诸如与即将进行的视频会议相关或不相关的信息的其他信息和/或功能。

公开(公告)号：US09001180B2

公开(公告)日：2015-04-07

申请号：US13652326

申请日：2012-10-15

Applicant: Bank of America Corporation

Inventor： Matthew A. Calman ,  Elizabeth S. Votaw ,  Alicia C. Jones ,  Su Liu ,  Lynn Streja ,  Nir Rachmel ,  Wanwen Han ,  Rajat Agrawal ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04N7/15

CPC classification number: H04N7/15 ,  H04N7/155 ,  H04N21/4751

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for receiving input to initiate a video conference with a first participant from a user; initiating the video conference between the user and the first participant; receiving a request to add at least a second participant to the video conference from at least one of the user and the first participant, the request comprising credentials associated with the second participant; determining that the second participant is authorized to join the video conference based on the credentials; and connecting the second participant to the video conference.

Abstract translation: 本发明的实施例涉及用于接收来自用户的与第一参与者发起视频会议的输入的系统，方法和计算机程序产品; 在用户和第一参与者之间发起视频会议; 从所述用户和所述第一参与者中的至少一个接收至少将第二参与者添加到所述视频会议的请求，所述请求包括与所述第二参与者相关联的凭证; 基于所述凭证确定所述第二参与者被授权加入所述视频会议; 并将第二参与者连接到视频会议。

公开(公告)号：US20140108557A1

公开(公告)日：2014-04-17

申请号：US13651966

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Rajat Agrawal ,  James Robert Grimsley ,  Wanwen Han ,  Alicia C. Jones ,  Su Liu ,  Cameron Jungeun Park-Hur ,  Nir Rachmel ,  Lynn Streja ,  Elizabeth S. Votaw

IPC: G06F15/16

CPC classification number: G06Q10/101 ,  G06Q10/1095 ,  G06Q40/02

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for providing an interactive conference, such as a video conference. The system, methods, and computer program products determine that an operative connection is being established between a user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference; provide a document viewable by both the user and the representative during the conference; and enable the document to be edited by at least one of the user and the representative during the conference. The document may be an uploaded document or an account view. The system, method, and computer program product provide augmented service to customers of financial institutions when the customers are participating in a conference with a representative of the financial institution.

Abstract translation: 本发明的实施例涉及用于提供例如视频会议的交互式会议的系统，方法和计算机程序产品。 系统，方法和计算机程序产品确定在用户的用户设备和与金融机构的代表相关联的系统之间正在建立操作连接，使得用户和代表可以进行会议; 提供会议期间用户和代表可查看的文件; 并且在会议期间使文档由用户和代表中的至少一个来编辑。 该文档可以是上传的文档或帐户视图。 当客户与金融机构的代表参加会议时，系统，方法和计算机程序产品为金融机构的客户提供增值服务。

公开(公告)号：US20140104371A1

公开(公告)日：2014-04-17

申请号：US13652175

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lynn Streja ,  Carrie Anne Hanson ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04N7/14 ,  H04M3/42

CPC classification number: H04N7/14 ,  H04M3/5183 ,  H04M3/567 ,  H04M2201/38 ,  H04N7/155 ,  H04N21/485

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference. Embodiments determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference; recognize the user as a customer enrolled in a representative pre-selection program; determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection and determined based at least in part on the user having previously conferenced with the at least one representative; and receive user input selecting one of the at least one representatives for conference connection.

Abstract translation: 本发明的实施例涉及用于帮助用户选择金融机构的客户服务代表以准备客户服务会议的系统，方法和计算机程序产品。 实施例确定在用户的用户设备和与金融机构相关联的系统之间正在建立操作连接，使得用户和金融机构的代表可以进行会议; 将用户识别为登记在代表性预选程序中的客户; 确定来自潜在代表池中的至少一个代表，所述至少一个代表被确定为向用户呈现用户选择，并且至少部分地基于用户先前已经与所述至少一个代表协商确定; 并且接收选择所述至少一个代表之一用于会议连接的用户输入。

公开(公告)号：US20140104369A1

公开(公告)日：2014-04-17

申请号：US13651674

申请日：2012-10-15

Applicant: BANK OF AMERICA CORPORATION

Inventor： Matthew A. Calman ,  Alicia C. Jones ,  Elizabeth S. Votaw ,  Rajat Agrawal ,  Wanwen Han ,  Su Liu ,  Nir Rachmel ,  Lynn Streja ,  Cameron Jungeun Park-Hur ,  James Robert Grimsley

IPC: H04N7/14

CPC classification number: H04L12/1822 ,  G06Q30/016 ,  H04L12/1813 ,  H04M3/51 ,  H04M3/5238 ,  H04M3/567 ,  H04M2201/38 ,  H04M2201/50 ,  H04N7/15

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for providing functionality to users during a hold period prior to conducting a customer-service video conference. In specific embodiments of the present invention, the user is able to exit the video conferencing application during the hold period and be subsequently notified when the hold period is about to end and the video conference about to start. Such exiting of the video conference application and subsequent notification of the imminence of the video conference, allows for the user to perform other functions/execute other applications on the device while being assured that the user will have opportunity to conduct the video conference when the user's position in the hold period queue indicates they are next in line for conducting the video conference.

Abstract translation: 本发明的实施例涉及用于在进行客户服务视频会议之前的保持期间向用户提供功能的系统，方法和计算机程序产品。 在本发明的具体实施例中，用户能够在保持期间退出视频会议应用，并且当保持期即将结束并且视频会议即将开始时随后被通知。 视频会议应用的这种退出和随后的视频会议的通知允许用户在设备上执行其他功能/执行其他应用，同时确保用户将有机会在用户的视频会议 持续时间队列中的位置表示它们在下一行进行视频会议。