公开(公告)号：US20230216956A1

公开(公告)日：2023-07-06

申请号：US17567770

申请日：2022-01-03

申请人： Fidelity Information Services, LLC

发明人： Susheel NESARGI ,  David BERGLUND ,  Glen M. CASEY

IPC分类号： H04M3/51

CPC分类号： H04M3/5141 ,  H04M3/5166 ,  H04M2203/255

摘要： Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

公开(公告)号：US20230328180A1

公开(公告)日：2023-10-12

申请号：US18333735

申请日：2023-06-13

申请人： Fidelity Information Services, LLC

发明人： Susheel NESARGI ,  David BERGLUND ,  Glen M. CASEY

IPC分类号： H04M3/51

CPC分类号： H04M3/5141 ,  H04M2203/255 ,  H04M3/5166

摘要： Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

公开(公告)号：US20230275970A1

公开(公告)日：2023-08-31

申请号：US18310677

申请日：2023-05-02

申请人： Fidelity Information Services, LLC

发明人： Susheel NESARGI ,  David BERGLUND ,  Glen CASEY

IPC分类号： H04L67/00 ,  G06F3/0482 ,  G06Q10/0633 ,  H04L67/06 ,  H04L67/08

CPC分类号： H04L67/34 ,  G06F3/0482 ,  G06Q10/0633 ,  H04L67/06 ,  H04L67/08

摘要： A smart forms solution that enables transactions institutions to provide configuration parameters in a streamlined manner so that developers can construct end-to-end solutions in an automated manner includes performing, by a processor, operations including: receiving data from a form in a webpage; validating the received data; saving the validated data; determining a location to send the saved data; sending the saved data to the determined location; invoking an API at the determined location with the saved data; and using the saved data to perform a manual operation.

公开(公告)号：US20230042857A1

公开(公告)日：2023-02-09

申请号：US17393260

申请日：2021-08-03

申请人： Fidelity Information Services, LLC

发明人： Susheel NESARGI ,  David BERGLUND ,  Glen CASEY

IPC分类号： H04L29/08 ,  G06Q10/06 ,  G06F3/0482

摘要： A smart forms solution that enables transactions institutions to provide configuration parameters in a streamlined manner so that developers can construct end-to-end solutions in an automated manner includes performing, by a processor, operations including: receiving data from a form in a webpage; validating the received data; saving the validated data; determining a location to send the saved data; sending the saved data to the determined location; invoking an API at the determined location with the saved data; and using the saved data to perform a manual operation.