Centralized customer care for electronic payments and other transactions via a wide area communications network

• US 20060195396A1
• Filed: 02/28/2005
• Published: 08/31/2006
• Est. Priority Date: 02/28/2005
• Status: Abandoned Application

• Current Assignee: Checkfree Corporation (Fiserv Incorporated)
• Original Assignee: Checkfree Corporation (Fiserv Incorporated)
• Inventors: Ganesan, Ravi, Dreyer, Hans Daniel, Wolfe, Kathryn Randall, Harris, Mark Todd
• Application Number:
  US11/066,293
• Publication Number:
  US 20060195396A1
• Time in Patent Office: Days
• US Class Current: 705/40
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 30/04 Billing or invoicing

Abstract

Customer care is provided via a wide area communications network to a user who has previously requested payment of a bill of a biller on the user'"'"'s behalf by a bill payment service provider. The communications network has multiple different network sites including a first network site associated with a customer care entity, and at least two of (i) a second network site associated with the biller, (ii) a third network site associated with a financial institution which maintains a payment account of the user and (iii) a fourth network site associated with the bill payment service provider. A request of the user for assistance regarding the payment of the bill is received. Based on the received request, at least two of (i) information associated with the bill that is available at the second network site, (ii) information associated with the payment account of the user that is available at the third network site and (iii) information associated with one or both of the bill and payment of the bill that is available at the fourth network site, are accessed from the first network site via the communications network. A response to the received request of the user for assistance it then given, e.g. transmitted via a telephone network or the Internet, based on the information accessed at the at least two network sites.

Claims

1. A method for providing customer care via a wide area communications network to a user who has previously requested payment of a bill of a biller on the user'"'"'s behalf by a bill payment service provider, the communications network having multiple different network sites including a first network site associated with a customer care entity, and at least two of (i) a second network site associated with the biller, (ii) a third network site associated with a financial institution which maintains a payment account of the user and (iii) a fourth network site associated with the bill payment service provider, comprising:

receiving a request of the user for assistance regarding the payment of the bill;

accessing, from the first network site via the communications network, at least two of (i) information associated with the bill at the second network site, (ii) information associated with the payment account of the user at the third network site and (iii) information associated with one or both of the bill and payment of the bill at the fourth network site, based on the received request of the user for assistance; and

responding to the received request of the user for assistance based on the information accessed at the at least two network sites.

2. The method of claim 1, wherein:

the multiple different network sites include a fifth network site associated with the user;

the request of the user for assistance is receive at the first network site from the second network site via the communications network; and

the received request of the user for assistance is responded to by transmitting a response from the first network site to the second network site via the communications network based on the information accessed at the at least two network sites.

3. The method of claim 1, wherein:

the information associated with one or both of the bill and payment of the bill includes event tracking information associated with one or both of the presentment of the bill and the payment of the bill;

the event tracking information is in the form of a log of the past activities; and

the logged past activities include at least one of (i) presentations of bills to the user, (ii) requests for payment of bills by the user, (iii) remittances of payment of bills to the biller, and (iv) debiting of the payment account of the user by the bill payment service provider.

4. The method of claim 3, further comprising:

transmitting, from the first network site to the fourth network site via the communications network, a notification of the accessing of the information at one or more of the at least two network sites; and

logging, at the fourth network site, an indicator of the accessing of the information at the one or more network sites as a past activity associated with the bill, responsive to the transmitted notification.

5. The method of claim 1, wherein the information associated with the bill and payment of the bill includes event tracking information associated with one or both of presentment of the bill and the payment of the bill, and further comprising:

transmitting, from the first network site to the fourth network site via the communications network, a notification of the accessing of the information at the at least two network sites; and

storing, at the fourth network site, an indication of the accessing of the information at the at least two network sites, responsive to the transmitted notification.

6. The method of claim 1, wherein:

the payment account is a demand deposit account; and

the information associated with the payment of the bill includes information representing a debiting by the bill payment service provider of funds from the demand deposit account in connection with payment of the bill by the bill payment service provider on the user'"'"'s behalf.

7. The method of claim 1, wherein:

the financial institution is a bank.

8. The method of claim 1, wherein the user is a first user, the biller is a first biller, the financial institution is a first financial institution, the bill is a first bill, the payment account is a first payment account, and the multiple different network sites further include a fifth network site associated with a second biller and a sixth network site associated with a second financial institution which maintains a second payment account of the second user, and further comprising:

receiving a request of the second user for assistance regarding a previously requested payment of a second bill of the second biller on the second user'"'"'s behalf by the bill payment service provider;

accessing, from the first network site via the communications network, at least two of (i) information associated with the second bill at the fifth network site (ii) information associated with the second payment account at the sixth network site and (iii) information associated with one or both of the second bill and payment of the second bill at the fourth network site, based on the received request of the second user for assistance; and

responding to the received request of the second user for assistance based on the information accessed at the at least two network sites.

9. The method of claim 8, wherein

the multiple different network sites include a seventh network site associated with the second user;

the request of the second user for assistance is received at the first network site from the seventh network site via the communications network; and

the received request of the second user for assistance is responded to by transmitting a response from the first network site to the seventh network site via the communications network, based on the information accessed at the at least two network sites.

10. A networked system having multiple different network stations each associated with a different entity for providing customer care to user entities, comprising:

a wide area communications network;

a first network station associated with a biller and at which information associated with bills of the biller is stored;

a second network station associated with a financial institution that maintains a payment account of the user entity and at which information associated with the payment accounts maintained by the financial institution is stored;

a third network site associated with a bill payment service and at which information associated with one or both of bills and payment of the bills is stored; and

a fourth network station associated with a customer care entity (i) for accessing, via the communications network, at least two of (a) the stored bill information at the first network station, (b) the stored payment account information at the second network station, and (c) the stored bill or payment information at the third network station, based on a request of the user entity for assistance regarding a previously requested payment of a bill of the biller on the user entity'"'"'s behalf by the bill payment service, and (ii) for presenting information responsive to the request of the user entity for assistance regarding the previously requested payment based on the information accessed at the at least two network stations.

11. The system of claim 10, further comprising:

a fifth network station associated with the user entity for transmitting, to the fourth network station via the communications network, a first signal representing the request of the user entity for assistance regarding the previously requested payment of the bill of the biller on the user entity'"'"'s behalf by the bill payment service;

wherein the fourth network station (i) accesses the stored information at the at least two network stations based on receipt of the transmitted first signal, and (ii) presents the information responsive to the request of the user entity for assistance regarding the previously requested payment by transmitting a second signal representing a response to the transmitted first signal based on the information accessed at the at least two network stations.

12. The system of claim 10, wherein:

the one or both of the bill information and bill payment information stored at the third network station includes event tracking information that identifies past activities associated with the bill or the payment of the bill;

the event tracking information is in the form of a log of the past activities; and

the logged past activities include at least one of (i) presentations of bills to the user, (ii) requests for payment of bills by the user, (iii) remittances of payment of bills to the biller, and (iv) debiting of the payment account of the user by the bill payment service.

13. The system of claim 12, wherein:

the fourth network station transmits, to the third network station via the communications network, a signal representing a notification of the accessing of the information at one or more of the at least two network stations; and

the third network station stores an indication of the accessing of the information at the one or more network stations in the log of the past activities, based on the transmitted signal.

14. The system of claim 10, wherein:

the one or both of the bill information and bill payment information stored at the third network station includes event tracking information that identifies past activities associated with the bill and the payment of the bill;

the fourth network station transmits, to the third network station via the communications network, a signal representing a notification of the accessing of the stored information at one or more of the at least two network stations; and

the third network station stores an indicator of the accessing of the stored information at the one or more network stations as a past activity, responsive to the transmitted signal.

15. The system of claim 10, wherein:

the payment account is a demand deposit account; and

the information associated with the payment of the bill stored at the third network station includes information representing a debiting by the bill payment service of funds from the demand deposit account in connection with payment of the bill by the bill payment service on the user'"'"'s behalf.

16. A method for providing, via a wide area communications network, centralized customer care regarding a transaction involving a user entity, a first other and a second other entity, the communications network having multiple different network sites including a first network site associated with a customer care entity, a second network site associated with the first other entity, and a third network site associated with the second other entity, comprising:

receiving a request of the user entity for assistance regarding the transaction;

accessing, from the first network site via the communications network, first information associated with the first other entity'"'"'s involvement in the transaction at the second network site and second information associated with the second other entity'"'"'s involvement in the transaction at the third network site, based on the received request of the user entity for assistance; and

responding to the received request of the user entity for assistance based on one or both of the accessed first information and the accessed second information.

17. The method of claim 16, wherein:

the multiple different network sites include a fourth network site associated with the user entity;

the request of the user entity for assistance regarding the transaction is received at the first network site from the fourth network site via the communications network; and

the received request of the user entity for assistance is responded to by transmitting a response, from the first network site to the fourth network site via the communications network, based on one or both of the accessed first information and the accessed second information.

18. The method of claim 16, wherein the multiple different network sites include a fourth network site, and further comprising:

accessing, from the first network site via the communications network, event tracking information that identifies past activities associated with the transaction at the fourth network site, based on the received request of the user entity for assistance;

transmitting, from the first network site to the fourth network site via the communications network, a notification of the accessing of the first information and the second information; and

storing, at the fourth network site, an indication of the accessing of the first information and the second information as past activities associated with the transaction, responsive to the transmitted notification;

wherein the received request of the user entity for assistance is responded to based also on the accessed event tracking information.

19. The method of claim 18, wherein the fourth network site is the same as one of the second network site and the third network site.

20. The method of claim 16, wherein the multiple different network sites include a fourth network site, and further comprising:

transmitting, from the first network site to the fourth network site via the communications network, a notification of the accessing of at least one of the first information and the second information; and

logging, at the fourth network site, an indication of the accessing of the at least one of the first information and the second information as a past activity associated with the transaction, responsive to the transmitted notification.

21. The method of claim 20, wherein the fourth network site is the same as one of the second network site and the third network site.

22. The method of claim 16, wherein (i) the user entity is a first user entity, (ii) the transaction is a first transaction, (iii) a second transaction involves a second user entity, a third other entity and fourth other entity, and (iv) the multiple different network sites also include a fourth network site associated with the third other entity, and a fifth network site associated with the fourth other entity, and further comprising:

receiving a request of the second user entity for assistance regarding the second transaction;

accessing, from the first network site via the communications network, third information associated with the third other entity'"'"'s involvement in the second transaction at the fourth network site and fourth information associated with the fourth other entity'"'"'s involvement in the second transaction at the fifth network site, based on the received request of the second user entity for assistance; and

responding to the received request of the second user entity for assistance based on one or both of the accessed third information and the accessed fourth information.