METHODS AND SYSTEMS FOR PROVIDING CUSTOMER RELATIONS INFORMATION
First Claim
1. A computer implemented method for providing customer service information, the computer comprising a processor and a data repository operatively coupled to the processor, the method comprising:
- identifying a customer based on a telephone call from the customer;
accessing, via the processor, the customer'"'"'s account based on results from the identifying step;
determining, via the processor, a plurality of likely reasons for the call based on information associated with the customer'"'"'s account,generating, via the processor, a plurality of scripts in advance of an agent communicating with the customer, one script respectively for each of the plurality of likely reasons for the call;
transmitting, electronically, the plurality of scripts to the agent;
the agent selecting one of at least one of the plurality of scripts and a new script generated, via the processor, based on additional information provided by the customer to the agent; and
the agent communicating information from the at least one selected script to the customer.
8 Assignments
0 Petitions
Accused Products
Abstract
Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer'"'"'s inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system.
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Citations
20 Claims
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1. A computer implemented method for providing customer service information, the computer comprising a processor and a data repository operatively coupled to the processor, the method comprising:
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identifying a customer based on a telephone call from the customer; accessing, via the processor, the customer'"'"'s account based on results from the identifying step; determining, via the processor, a plurality of likely reasons for the call based on information associated with the customer'"'"'s account, generating, via the processor, a plurality of scripts in advance of an agent communicating with the customer, one script respectively for each of the plurality of likely reasons for the call; transmitting, electronically, the plurality of scripts to the agent; the agent selecting one of at least one of the plurality of scripts and a new script generated, via the processor, based on additional information provided by the customer to the agent; and the agent communicating information from the at least one selected script to the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer implemented method for providing customer service information, the computer comprising at least one processor, a data repository operatively coupled to the processor and a user interface operatively coupled to the processor, the method comprising:
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identifying a customer based on the customer'"'"'s contact with a service center; accessing, via the at least one processor, the customer'"'"'s account information from the data repository; determining, via the at least one processor, a plurality of likely reasons for the customer contact based on information associated with at least one of the customer and the customer'"'"'s account; generating, via the at least one processor, a plurality of scripts in advance of communicating with the customer, one script respectively for each of the plurality of likely reasons for the call; displaying the plurality of scripts on the user interface so that one of an agent and the customer can select at least one of the plurality of scripts. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A system for providing customer service information, the system comprising:
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at least one processor; memory operatively coupled to the at least one processor; a data repository stored in the memory and accessible by the at least one processor; and a user interface operatively coupled to the at least one processor, wherein the at least one processor is configured to; identify a customer based on the customer'"'"'s contact with a service center; access the customer'"'"'s account based on the customer'"'"'s identity; determine a plurality of likely reasons for the customer contact based on at least one of information about the customer and information associated with the customer'"'"'s account, generate a plurality of scripts in advance of communicating with the customer, one script respectively for each of the plurality of likely reasons for the customer contact; and display the plurality of scripts on the user interface so that one of an agent and the customer can select at least one of the plurality of scripts. - View Dependent Claims (18, 19, 20)
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Specification