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公开(公告)号：GB2520619A
公开(公告)日：2015-05-27
申请号：GB201417882
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： FLEISHER MICHAEL D , HELLER RYAN SCOTT , SMITH PATRICK B , MADALA HARI , IYER SETHU , SHELDON ANDREW , BLATTEAU MICHAEL JOHN JNR , STATON RICHARD HARDIN
Abstract: A method of excluding a customer from a contact list based on frequency of contact comprises determining one or more contacts for a customer 604; determining a number of communication attempts to the one or more contacts over a predetermined time period 606; comparing the number of communication attempts over the predetermined time period to a maximum number of attempts over the predetermined time period 608; and excluding the customer from a contact list when the number of communication attempts is greater than or equal to the maximum number of communication attempts for the predetermined time period 609. Also includes methods of handling customer data associated with payment arrears recovery.
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公开(公告)号：GB2520622A
公开(公告)日：2015-05-27
申请号：GB201417896
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： SHELDON ANDREW , DUNNE BRIAN , HOEN PHILIP HUDSON IV
Abstract: A method for presenting relevant questions to a business representative during a customer-business representative interaction comprises receiving a customers request for handling or special treatment 1102; determining at least one proposed question for presentation to the representative 1104; and in response to receiving the request, presenting the at least one proposed question to the representative 1106. The question is a prompt provided audibly on a headset or speakers or textually on an interface and is part of a payment arrears recovery process. The request may be a request to reduce the arrears or reduce a time limit for making a payment in arrears. The question is determined based on customers payments in arrears, customer preferences or customer payment history which is retrieved from a data store. Also included is a computer implemented method 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, provides an overarching view of all customer relationships to a representative, and correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review.
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公开(公告)号：GB2520621A
公开(公告)日：2015-05-27
申请号：GB201417889
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： HELLER RYAN SCOTT , SMITH PATRICK B , MADALA HARI , SHELDON ANDREW , CHOU CHUNG-DI , VATTIKUTI VEERA VENKATA
Abstract: A method for determining an automatic contact list comprises receiving a request to create a contact list, the request comprising selection criteria; identifying data associated with a plurality of customers meeting the selection criteria, wherein each customer is associated with at least one contact; determining contacts that are excluded based on at least one of locking, external requests, geography, time, velocity, and permission to contact; and determining a contact list based on customers that are not excluded. Locking occurs when a customer is assigned to another call list or is currently receiving a call from another representative and velocity is the frequency of previous contact with a customer. The contact list may be used for communicating with customers by automatic dialer, email, voicemail, or direct mail. The system allows a user to create an automatic contact list that both meets the user's criteria while also complying with business and legal regulations.
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