METHOD, SYSTEM AND COMPUTER PROGRAM FOR FURNISHING INFORMATION TO CUSTOMER REPRESENTATIVES

• US 20090299784A1
• Filed: 03/03/2009
• Published: 12/03/2009
• Est. Priority Date: 02/01/2002
• Status: Abandoned Application

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Guller, Kieran, Gupta, Aashima
• Application Number:
  US12/396,571
• Publication Number:
  US 20090299784A1
• Time in Patent Office: Days
• US Class Current: 705/39
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

A method is provided for permitting telephone sales representatives access to information on qualification of customers to obtain particular products. A client server system is used. A client submits information concerning a product, a type of qualification and customer information to the server. Based on the product and type of qualification, a set of qualification rules is then obtained. The qualification rules are organized by category. Customer credit information, including credit history, preexisting products, and other information, is obtained from a customer credit database. Customer credit information is then traversed through the qualification rules to obtain a qualification result, which is returned to the client. In a method for providing scripts to representatives, who identify a requested type of script and the product, the representatives are provided with a dynamically generated script of the requested type and specific to the identified product. Script types are classified into functional types. Scripts are dynamically filled with customer-specific information, such as name, price and product. The output is provided for display on the telephone representative'"'"'s browser. A general sales script is provided in the browser window. Links for items that are required in response to customer inquiries are also provided in the window. When a link is selected, a script is provided specific to the type of customer inquiry.

Claims

1. A method for providing scripts to customer representatives, comprising the steps of:

receiving from a client computer information identifying a customer, a product, and a workflow,

determining a script based on the received product and workflow information,

obtaining the determined script, said script comprising text and variables, from a database;

replacing the variables in the determined script with text in accordance with at least the received customer identification information to provide a customized script; and

providing the customized script to the client computer for display.

2. The method of claim 1, wherein workflow information is obtained by the client computer automatically communicating a script page being displayed on the client computer.

3. The method of claim 1, wherein the workflow information comprises whether the customer is being sold a product new to the customer.

4. The method of claim 1, wherein the workflow information comprises whether the customer is requesting service relating to an existing product.

5. The method of claim 1, wherein the customized script comprises one or more links that upon selection display a further customized script.

6. The method of claim 5, wherein the further customized script is displayed in a popup window.

7. A system for providing scripts to customer representatives, comprising:

means for determining a script based on the product and workflow information received from a client computer,

means for obtaining the determined script, said script comprising text and variables, from a database;

means for replacing the variables in the determined script with text in accordance with at least customer identification information received from the client computer to provide a customized script; and

means for providing the customized script to the client computer for display.

8. The system of claim 7, wherein workflow information is obtained by the client computer automatically communicating a script page being displayed on the client computer.

9. The system of claim 7, wherein the workflow information comprises whether the customer is being sold a product new to the customer.

10. The system of claim 7, wherein the workflow information comprises whether the customer is requesting service relating to an existing product.

11. The system of claim 7, wherein the customized script comprises one or more links that upon selection display a further customized script.

12. The system of claim 11, wherein the further customized script is displayed in a popup window.

13. A storage medium, having stored therein a plurality of instructions, wherein the plurality of instructions, when executed by a processor, cause the processor to perform the steps of:

receiving from a client computer information identifying a customer, a product, and a workflow,

determining a script based on the received product and workflow information,

obtaining the determined script, said script comprising text and variables, from a database;

replacing the variables in the determined script with text in accordance with at least the received customer identification information to provide a customized script; and

providing the customized script to the client computer for display.

14. The storage medium of claim 13, wherein workflow information is obtained by the client computer automatically communicating a script page being displayed on the client computer.

15. The storage medium of claim 13, wherein the workflow information comprises whether the customer is being sold a product new to the customer.

16. The storage medium of claim 13, wherein the workflow information comprises whether the customer is requesting service relating to an existing product.

17. The storage medium of claim 13, wherein the customized script comprises one or more links that upon selection display a further customized script.

18. The storage medium of claim 17, wherein the further customized script is displayed in a popup window.