Call center interface

• US 10,230,844 B1
• Filed: 12/16/2016
• Issued: 03/12/2019
• Est. Priority Date: 11/14/2013
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Ellis, Stephen M., Sahni, Bipin, Hatch, David, Razzaq, Shahid
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US15/382,047
• Time in Patent Office: 816 Days
• Field of Search: 37926502
• CPC Class Codes: G06F 3/013 Eye tracking input arrangements G06F3/015 takes precedence
• CPC Class Codes: G06F 3/017 Gesture based interaction, e.g. based on a set of recognized hand gestures interaction based on gestures traced on a digitiser G06F3/04883
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/256 comprising a service specific user interface
• CPC Class Codes: H04M 2203/258 Service state indications
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Claims

1. A system for providing a call center interface, comprising:

a processing unit that executes the following computer executable components stored in a memory;

a call distribution component that manages one or more incoming calls from one or more customers;

a storage component that stores one or more logs associated with the one or more customers;

a detection component that determines one or more device properties of a customer service representative device based on a determination that an incoming call of the one or more incoming calls is transferred to the customer service representative device, the one or more device properties include at least one of a mode, a state, a context, a network characteristic, a display capability, and an associated peripheral device; and

a data engine component that manages a data set intended for the customer service representative device

a presentation component that renders, on the customer service representative device, a set of presentations of the data set into a call center interface and

wherein the rendering a set of presentations of the data set generates a data set summary comprising a property summary, a visualization property summary and a presentation property summary;

wherein the rendering is based on a ranking of a data set property associated with the data set summary, and a selected log of the one or more logs, and wherein the presentation component ranks the set of presentations of the call center interface based on a functionality representative of the data set property and the selected log, wherein the selected log is associated with the incoming call; and

wherein the presentation component renders a different set of presentations of the selected log differently on another customer service representative device based on another device property of the other customer service representative device.

2. The system of claim 1, wherein the presentation property summary is indicative of fields of the data set to which the customer may provide additional input as to specifying or identifying field(s) as a field(s) of interest, and wherein metadata associated with the additional input is captured in the presentation property summary of the set of presentations.

3. The system of claim 2, wherein the call distribution component distributes the one or more incoming calls based on a linear call distribution, a circular call distribution, a uniform call distribution, a simultaneous call distribution, or a weighted call distribution.

4. The system of claim 2, wherein the selected log of the one or more logs comprises wait time data, call time data, queue data, customer satisfaction data, interactive voice response data based on one or more responses to a prompt, or path data associated with the incoming call.

5. The system of claim 4, further comprising an access component that validates an identity of the customer, and wherein the data set comprises data associated with the validated identity that indicates whether the customer is an existing client or a potential client.

6. The system of claim 2, wherein the presentation component presents:

a first subset of data from the one or more logs on a first display associated with the customer service representative device; and

a second subset of data from the one or more logs on a second display associated with the customer service representative device when two or more displays are detected for the customer service representative device.

7. The system of claim 2, wherein the detection component receives one or more gestures from the customer service representative, and the call center interface initiates one or more call center operations based on the one or more gestures.

8. The system of claim 7, wherein the presentation component modifies the call center interface based on the one or more gestures and the storage component modifies the one or more logs based on the one or more gestures.

9. The system of claim 2, wherein the context includes information related to how the customer service representative device is being used.

10. The system of claim 2, wherein the one or more device properties further include at least one of attributes, characteristics, or capabilities available based on at least one of attached peripherals, a context, network characteristics, a location of the device, installed software, and installed hardware that includes at least one of a display resolution, a pixel density of a display, a battery size, remaining battery level, remaining power level, a display type, a number of available display colors, a processor speed, a memory size, available memory, and available storage.

11. The system of claim 10, wherein the network characteristics are a function of at least one of network speed, a security setting, a data plan, a bandwidth, and a data availability.

12. A system for providing a call center interface, comprising:

a processing unit that executes the following computer executable components stored in a memory;

a call distribution component that manages incoming calls from one or more customers;

a storage component that stores logs associated with respective calls of the incoming calls;

a detection component that;

determines one or more device properties of a customer service representative device based on a determination that an incoming call of the one or more incoming calls is transferred to the customer service representative device, wherein the device properties include attributes, characteristics, or capabilities available based on at least one of installed hardware, installed software, attached peripherals, a context, network characteristics, a location of the device, wherein the network characteristics are a function of at least one of network speed, a server status, a security setting, a data plan, a bandwidth, and a data availability, and wherein the installed hardware includes at least one of a display resolution, a pixel density of a display, a battery size, remaining battery or power level, a display type, a number of available display colors, a processor speed, a memory size, available memory, and available storage; and

receives a gesture from a customer service representative; and

a presentation component that renders a set of presentations of a call center interface on the customer service representative device based on the one or more device properties, the gesture, and a selected log of the one or more logs, and wherein the presentation component ranks the set of presentations of the call center interface based on a function of the one or more device properties of the customer service representative device and the selected log,

the selected log is determined based on the incoming call being transferred to the customer service representative device, wherein the selected log is rendered differently on another customer service representative device based on other device properties associated with the other customer service representative device.

13. The system of claim 12, wherein the presentation component renders a pointer within the call center interface based on the gesture.

14. The system of claim 12, wherein the detection component detects the gesture based on gaze detection.

15. The system of claim 12, wherein the call distribution component manages the one or more incoming calls based on the one or more gestures.

16. The system of claim 12 wherein the selected log comprises a property summary that is indicative of fields of a data set to which the customer may provide additional input as to specifying or identifying field(s) as a field(s) of interest, and wherein metadata associated with the additional input is captured in a presentation property summary of the set of presentations, and further wherein the ranking is based on the additional input.

17. A method for providing a call center interface, comprising:

managing, by a system comprising a processing unit, one or more incoming calls from one or more customers;

accessing, by the system, a log of one or more logs associated with the one or more customers, wherein the log is further associated with an incoming call of the one or more incoming calls;

determining, by the system, a device property of a customer service representative device, wherein the device property includes a context of the customer service representative device, a network characteristic of the customer service representative device, and a display capability of the customer service representative device, wherein the network characteristics are a function of at least one of network speed, a server status, a security setting, a data plan, a bandwidth, and a data availability;

rendering a set of presentations of a call center interface based on at least one device property of the one or more device properties and the log associated with the incoming call, wherein the log associated with the incoming call is rendered differently on another customer service representative device based on at least one device property of the other customer service representative device; and

ranking the set of presentations of the call center interface based on a function of the device property of the customer service representative device and the selected log.

18. The method of claim 17, further comprising distributing, by the system, the one or more incoming calls based on a linear call distribution, a circular call distribution, a uniform call distribution, a simultaneous call distribution, or a weighted call distribution.

19. The method of claim 17, wherein the log comprises wait time data, call time data, queue data, customer satisfaction data, interactive voice response data, or path data associated with the incoming call, the interactive voice response data is based on one or more customer responses to prompts in an interactive voice response;

and further wherein the log comprises a presentation property summary that is indicative of fields of a data set to which the customer may provide additional input as to specifying or identifying field(s) as a field(s) of interest, and wherein ranking the set of presentations is further based on metadata associated with the additional input.

20. The method of claim 17, wherein the at least one device property of the other customer service representative device includes another context of the other customer service representative device.