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公开(公告)号：US09785304B2
公开(公告)日：2017-10-10
申请号：US14530397
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： Carrie Anne Hanson , Alicia C. Jones-McFadden , Craig Sobol , Brent Alan Shelkey , Shuangshuang Li , Ivory Assan , Matthew Hsieh , Shira Bauman , Gabriela Moreno Cesar
IPC: G06F17/30 , G06F3/0481 , H04L29/08 , G06Q10/00
CPC classification number: G06F3/0481 , G06F17/30029 , G06F17/30867 , G06Q10/00 , G06Q30/02 , H04L67/30
Abstract: Embodiments of the invention comprise systems, computer program products, and methods for generating a response to a user search. User input is received to create a household profile, wherein the household profile comprises information related to the members of the household. The user also provides a search for information in which the user may be interested. The household profiles may be utilized along with the search, and with other information, such as user profile information, account information, or dynamic contextual questions to provide search results or updated search results, and dynamic contextual information or updated dynamic contextual information for tailoring the search results to the user. The user may select which households, which individuals in the households, and/or information about the individuals to use in the search. As such, the search results for the user may be more tailored to the results in which the user is interested.
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公开(公告)号：US20160127683A1
公开(公告)日：2016-05-05
申请号：US14530052
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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: H04N7/15
CPC classification number: H04N7/15 , G06Q10/10 , G06Q30/00 , G06Q30/01 , H04L12/1813 , H04L12/1822 , H04N7/141
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US10108991B2
公开(公告)日：2018-10-23
申请号：US14530209
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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
Abstract: 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.
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公开(公告)号：US09922117B2
公开(公告)日：2018-03-20
申请号：US14529641
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： Carrie Anne Hanson , Alicia C. Jones-McFadden , Craig Sobol , Brent Alan Shelkey , Ivory Assan , Shira Bauman , Matthew Hsieh , Shuangshuang Li , Gabriela Moreno Cesar
CPC classification number: G06F17/30699 , G06F17/30528
Abstract: This invention provides a contextual search tool to a user. The contextual search tool receives a search from the user and provides search results, content, and dynamic contextual information (e.g., dynamic contextual questions, user information, and account information) to the user. The contextual search tool then receives contextual information input from the user with an indication that the user would like to communicate with an advisor, and a communication channel is opened between the user and the advisor. The advisor has access the user's search and provides contextual information input, which allows the contextual search tool to update the search results and the dynamic contextual information. As such, the invention of the present invention improves the ability of the contextual search tool to provide tailored, customized, and relevant search results to the user based in part on advisor input.
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公开(公告)号：US09692897B2
公开(公告)日：2017-06-27
申请号：US14530350
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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
CPC classification number: H04M3/5232 , H04M3/5238 , H04M3/54 , H04M2201/50 , H04M2203/408 , H04M2203/6009 , H04M2203/6045 , H04N7/147
Abstract: 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.
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Patent Agency Ranking
公开(公告)号：US09940409B2
公开(公告)日：2018-04-10
申请号：US14529456
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： Brent Alan Shelkey , Alicia C. Jones-McFadden , Craig Sobol , Carrie Anne Hanson , Ivory Assan , Shira Bauman , Matthew Hsieh , Shuangshuang Li , Gabriela Moreno Cesar
CPC classification number: G06F17/30967 , G06F17/30979 , G06F17/30991 , G06Q10/10 , G06Q30/00 , G06Q30/02
Abstract: This invention provides a contextual search tool to a user. The contextual search tool receives a search from the user and provides search results, content, and dynamic contextual information (e.g., dynamic contextual questions, user information, and account information) to the user. The contextual search tool then receives contextual information input from the user (input for the dynamic contextual information, selection of the search results, or the like) and updates the search results and the dynamic contextual information. As such, the invention of the present invention improves the ability of the contextual search tool to provide tailored, customized, and relevant search results to the user based not only on the search terms provided by the user, but based on dynamic contextual information that changes as the user takes actions within the contextual search interface.
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公开(公告)号：US20160125484A1
公开(公告)日：2016-05-05
申请号：US14530209
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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
CPC classification number: G06Q30/0282 , H04L65/1069 , H04L65/4015 , H04L65/403
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US20150186872A1
公开(公告)日：2015-07-02
申请号：US14145978
申请日：2014-01-01
Applicant: BANK OF AMERICA CORPORATION
Inventor： Craig Sobol , Julie Mann
CPC classification number: G06Q20/351 , G06Q20/322 , G06Q20/385
Abstract: Embodiments of the invention relate to systems, methods, and computer program products for providing a temporary virtual transaction vehicle when a user misplaces a physical transaction card. The system, method, and computer program product are configured to: (a) receive a request, from a user, for a virtual transaction vehicle; (b) identify an existing account of the user to be linked with the virtual transaction vehicle; (c) generate the virtual transaction vehicle based at least partially on information associated with the request and identifying the account.
Abstract translation: 本发明的实施例涉及当用户误认物理交易卡时提供临时虚拟交易车辆的系统，方法和计算机程序产品。 系统，方法和计算机程序产品被配置为：（a）从用户接收虚拟交易车辆的请求; （b）识别与虚拟交易车辆链接的用户的现有帐户; （c）至少部分地基于与所述请求相关联的信息并且识别所述帐户来生成所述虚拟交易车辆。
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公开(公告)号：US20160127684A1
公开(公告)日：2016-05-05
申请号：US14530137
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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: H04N7/15 , G06F3/0484
CPC classification number: G06F3/04842 , G06F3/04817 , G06Q10/10 , G06Q30/01 , G06Q40/00 , H04L65/1069 , H04L65/1089 , H04L65/4007 , H04L65/4015 , H04L65/403 , H04M3/5183 , H04M3/563 , H04M3/567 , H04M2201/38 , H04N7/141
Abstract: Embodiments of the invention detail systems, computer program products, and methods for providing a call indicator tool. In an exemplary embodiment the system presents, on the display of a video conference apparatus, a call indicator widget linked with a video conference communication session. The call indicator widget may include (i) at least one selectable feature and (ii) at least one label for presenting information to the customer via the call indicator widget. Through user input the system may receive an indication that the customer selected the at least one feature, and in response to receiving the indication, alter the display to present information related to the selectable feature.
Abstract translation: 本发明的实施例详细描述了提供呼叫指示器工具的系统，计算机程序产品和方法。 在示例性实施例中，系统在视频会议装置的显示器上呈现与视频会议通信会话链接的呼叫指示符小部件。 呼叫指示器小部件可以包括（i）至少一个可选特征，以及（ii）至少一个标签，用于经由呼叫指示器小部件向客户呈现信息。 通过用户输入，系统可以接收到客户选择了至少一个特征的指示，并且响应于接收到指示，改变显示以呈现与可选特征有关的信息。
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公开(公告)号：US20160127555A1
公开(公告)日：2016-05-05
申请号：US14530350
申请日：2014-10-31
Applicant: BANK OF AMERICA CORPORATION
Inventor： 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
CPC classification number: H04M3/5232 , H04M3/5238 , H04M3/54 , H04M2201/50 , H04M2203/408 , H04M2203/6009 , H04M2203/6045 , H04N7/147
Abstract: 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.
Abstract translation: 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。
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