Managing Customer Access to a Communication Recorded by A Provider in Association with a Transaction

• US 20070269025A1
• Filed: 05/19/2006
• Published: 11/22/2007
• Est. Priority Date: 05/19/2006
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Shieh, Johnny M.
• Application Number:
  US11/419,227
• Publication Number:
  US 20070269025A1
• Time in Patent Office: Days
• US Class Current: 379/67.100
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method, system, and program are provided for managing customer access to a communication recorded by a provider in association with a transaction between the customer and the provider. A communication system for the provider detects a selection to record a communication between a customer and a provider in association with a particular transaction between the customer and the provider. The communication system records the communication and stores the communication in a database in association with the particular transaction. In addition, the communication system facilitates an interface for the customer to access the recorded communication from the database. The recorded communication may include at least one of a voice communication, a still image of the customer, a video clip of the customer, and a text communication.

Claims

1. A method for managing, by a provider, access by a customer to a recording of a communication between a customer and said provider, comprising:

detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider;

recording, by said provider, said communication between said customer and said provider;

storing said recorded communication in a database in association with said particular transaction; and

facilitating an interface for said customer to access said recorded communication from said database.

2. The method according to claim 1, wherein detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider, further comprises:

prompting said customer during a telephone call to select to record said communication between said customer and said provider in association with a transaction between said customer and said provider; and

responsive to said customer selection to record said communication, triggering recording of said communication during said telephone call between said customer and said provider.

3. The method according to claim 1, wherein detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider, further comprises:

detecting a selection to record an image of said customer; and

capturing an image of said customer at a point of purchase for facilitating said transaction.

4. The method according to claim 1, wherein storing said communication in a database in association with said particular transaction, further comprises:

converting said recording from a voice communication format to a second recording in a text format; and

storing said recording in said voice communication format and second recording in said database in association with said transaction.

5. The method according to claim 1, wherein facilitating an interface for said customer to access said recorded communication from said database, further comprises:

generating an electronic mail addressed to said customer comprising at least one of a link to access said recorded communication from said database and an attached copy of said recorded communication from said database; and

sending said electronic mail to said customer.

6. The method according to claim 1, wherein facilitating an interface for said customer to access said recorded communication from said database, further comprises:

receiving a request from said customer via a web site interface to access a transaction history for said customer;

searching said database for at least one transaction associated with said customer; and

generating a web page for said customer displaying said at least one transaction and at least one recorded communication previously stored in said database in association with said transaction, wherein said display of said recorded communication is selectable for access to said recorded communication by said customer.

7. The method according to claim 1, wherein facilitating an interface for said customer to access said recorded communication from said database, further comprises:

providing said customer, during a telephone call, with a menu of selectable options, wherein at least one option from said menu enables said customer to select to access said recorded communication;

responsive to detecting a selection by said customer to access said recorded communication, accessing said recorded communication from said database; and

controlling output of said recorded communication to said customer via at least one communication channel enabled during said telephone call between said customer and said provider.

8. The method according to claim 1, wherein facilitating an interface for said customer to access said recorded communication from said database, further comprises:

facilitating an audio player for said customer to listen to said recorded communication, wherein said recorded communication comprises a voice recording; and

enabling said audio player with a selectable option to bookmark a time signature during play of said recorded communication;

responsive to a selection by said customer of said selectable option to bookmark during play of said recorded communication, marking a particular time signature during said recorded communication; and

updating said database with said particular time signature in association with said recorded communication.

9. The method according to claim 1, wherein said recorded communication comprises at least one from among a voice recording, a captured still image of said customer, a captured video clip of said customer, and a text communication.

10. The method according to claim 1, wherein said particular transaction is a financial transaction and wherein said provider is a financial institution.

11. The method according to claim 1, further comprising:

streaming, by said provider, said recorded communication in real-time to said customer as said communication is occurring;

12. A system for managing access by a customer to a recording of a communication between a customer and a provider, comprising:

a communication system for enabling said customer to communicate with said provider;

said communication system further comprising;

means for detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider;

means for recording said communication between said customer and said provider;

means for storing said recorded communication in a database in association with said particular transaction; and

means for facilitating an interface for said customer to access said recorded communication from said database.

13. The system according to claim 12, wherein said means for detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider, further comprises:

means for prompting said customer during a telephone call to select to record said communication between said customer and said provider in association with said particular transaction between said customer and said provider; and

responsive to said customer selection to record said communication, triggering recording of said communication during said telephone call between said customer and said provider.

14. The system according to claim 12, said means for detecting a selection to record a communication between a customer and a provider in association with a particular transaction between said customer and said provider, further comprises:

means for detecting a selection to record an image of said customer; and

means for capturing an image of said customer at a point of purchase for facilitating said transaction.

15. The system according to claim 12, said means for storing said communication in a database in association with said particular transaction, further comprises:

means for converting said recording from a voice communication format to a second recording in a text format; and

means for storing said recording in said voice communication format and second recording in said database in association with said transaction.

16. The system according to claim 12, said means for facilitating an interface for said customer to access said recorded communication from said database, further comprises:

means for generating an electronic mail addressed to said customer comprising at least one of a link to access said recorded communication from said database and an attached copy of said recorded communication from said database; and

means for sending said electronic mail to said customer.

17. The system according to claim 12, said means for facilitating an interface for said customer to access said recorded communication from said database, further comprises:

means for receiving a request from said customer via a web site interface to access a transaction history for said customer;

means for searching said database for at least one transaction associated with said customer; and

means for generating a web page for said customer displaying said at least one transaction and at least one recorded communication previously stored in said database in association with said transaction, wherein said display of said recorded communication is selectable for access to said recorded communication by said customer.

18. The system according to claim 12, said means for facilitating an interface for said customer to access said recorded communication from said database, further comprises:

means for providing said customer, during a telephone call, with a menu of selectable options, wherein at least one option from said menu enables said customer to select to access said recorded communication;

means, responsive to detecting a selection by said customer to access said recorded communication, for accessing said recorded communication from said database; and

means for controlling output of said recorded communication to said customer via at least one communication channel enabled during said telephone call between said customer and said provider.

19. The system according to claim 12, said means for facilitating an interface for said customer to access said recorded communication from said database, further comprises:

means for facilitating an audio player for said customer to listen to said recorded communication, wherein said recorded communication comprises a voice recording; and

means for enabling said audio player with a selectable option to bookmark a time signature during play of said recorded communication;

means, responsive to a selection by said customer of said selectable option to bookmark during play of said recorded communication, for marking a particular time signature during said recorded communication; and

means for updating said database with said particular time signature in association with said recorded communication.

20. A program for managing access by a customer to a recording of a communication made by a provider between said customer and said provider, said program embodied in a computer-readable medium, said program comprising computer-executable instructions which cause a computer to perform the steps of:

detecting a selection to record a communication between said customer and said provider in association with a particular transaction between said customer and said provider;

recording, by said provider, said communication between said customer and said provider;

storing said recorded communication in a database in association with said particular transaction; and

facilitating an interface for said customer to access said recorded communication from said database.