Systems and methods for providing contextual recommendations

• US 10,231,076 B1
• Filed: 09/16/2016
• Issued: 03/12/2019
• Est. Priority Date: 09/16/2016
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Stuart, Gail Elizabeth, Garner, IV, Andrew J., Sumner, Daniel S., Ammiraju, Prasanna Kumar, Chatterjee, Dibyendu, Jain, Kshitindra Kumar, Ketharaju, Rameshchandra Bhaskar, Krishnappa, Dinakar Channakal, Perala, Ravindar Rao, Sangtani, Dinesh, Kanala, Mohan Gopal, Merugu, Prashanth Kumar
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/268,223
• Time in Patent Office: 907 Days
• Field of Search: 37926513, 37926511, 37926608, 37920712
• CPC Class Codes: G06Q 20/123 Shopping for digital content
• CPC Class Codes: G06Q 20/3221 Access to banking information through M-devices
• CPC Class Codes: G06Q 20/3224 Transactions dependent on location of M-devices
• CPC Class Codes: G06Q 20/387 Payment using discounts or coupons relating to marketing G06Q30/02
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 2242/14 with services dependent on location where the service is an information service H04M2242/15; services independent of location H04M3/42229
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/02 Services making use of location information

Abstract

A method may include receiving, from a customer device, contextual location information about a customer and an interaction type, determining a location-based recommendation and an urgency level for the customer using the contextual location information, generating a routing protocol for communication with the customer based on the interaction type and the urgency level, and providing a communication to the customer according to the routing protocol, the communication including the location-based recommendation.

Claims

1. A system for providing contextual recommendations, the system comprising:

a server, including a processor to;

receive, from a customer device, contextual location information about a customer and an interaction type;

determine a location-based recommendation and an urgency level for the customer using the contextual location information;

generate a routing protocol for communication with the customer based on the interaction type and the urgency level; and

provide a communication to the customer according to the routing protocol, the communication including the location-based recommendation.

2. The system of claim 1, wherein the location-based recommendation includes a financial incentive for a product related to the contextual location information.

3. The system of claim 1, wherein the contextual location information includes news information.

4. The system of claim 1, wherein the contextual location information includes weather information.

5. The system of claim 4, wherein the location-based recommendation includes directions to a mobile response unit when the weather information indicates severe weather.

6. The system of claim 1, wherein the location-based recommendation includes an indication of a temporarily raise on an ATM card withdrawal limit.

7. The system of claim 1, wherein the location-based recommendation includes an advertisement for a car rental service.

8. The system of claim 1, wherein the contextual location information includes social media information associated with the customer.

9. A method for providing contextual recommendations, the method comprising:

receiving, from a customer device, contextual location information about a customer and an interaction type;

determining a location-based recommendation and an urgency level for the customer using the contextual location information;

generating a routing protocol for communication with the customer based on the interaction type and the urgency level; and

providing a communication to the customer according to the routing protocol, the communication including the location-based recommendation.

10. The method of claim 9, wherein the interaction type represents a telephone call from the customer.

11. The method of claim 10, wherein determining the urgency level includes analyzing speech characteristics of the customer within the telephone call.

12. The method of claim 10, wherein determining the urgency level includes analyzing voice characteristics of the customer within the telephone call.

13. The method of claim 9, wherein the interaction type represents an indication received via a mobile app.

14. The method of claim 9, wherein determining the location-based recommendation includes:

retrieving historical communication information associated with the customer; and

comparing the historical communication information with the contextual location information.

15. The method of claim 14, wherein the historical communication information includes a preregistered travel profile.

16. The method of claim 15, further comprising:

determining that a location associated with the preregistered travel profile does not correspond with the contextual location information; and

canceling at least one of a financial transaction, a credit card, or a debit card.

17. A non-transitory machine-readable medium including instructions for providing contextual recommendations, which when executed by a machine, cause the machine to:

receive contextual location information and an interaction type about a customer from a customer device;

determine a location-based recommendation and an urgency level for the customer using the contextual location information;

generate a routing protocol for communication with the customer based on the interaction type and the urgency level; and

provide a communication to the customer according to the routing protocol, the communication including the location-based recommendation.

18. The machine-readable medium of claim 17, wherein the routing protocol indicates the customer will be connected with one of a plurality of financial departments.

19. The machine-readable medium of claim 18, wherein the one of the plurality of financial departments includes one of an investment banking department, a loan department, a wealth management department, an insurance department, a personal banking department, or a commercial banking department.

20. The machine-readable medium of claim 17, wherein the interaction type is a passive interaction.