ADAPTIVE SCAFFOLDING OF LEVELS OF CONNECTIVITY DURING A CONFERENCE

• US 20140106721A1
• Filed: 10/15/2012
• Published: 04/17/2014
• Est. Priority Date: 10/15/2012
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Calman, Matthew A., Jones, Alicia C., Votaw, Elizabeth S., Agrawal, Rajat, Han, Wanwen, Liu, Su, Rachmel, Nir, Streja, Lin, Park-Hur, Cameron
• Granted Patent: US 8,942,684 B2
• Time in Patent Office: Days
• US Class Current: 455/416
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

Systems, methods, and computer program products for adaptively scaffolding of levels of connectivity between one or more customer devices during customer service conference are provided. The system includes various applications and features executable on a computing and/or mobile computing device. The system includes a user interface configured to present tools and features that allows a customer, during a digital conference with a bank representative, to manipulate the channels of communication, levels of connectivity or other features of the digital conference. In some instances, a scaffolding application on the bank'"'"'s server may be provided to dynamically adjust the levels of connectivity and/or channels of communication of an ongoing digital conference session between a customer and a bank representative based on prior conferences involving the customer and/or a bank representative. As such, the system allows for self-directed and/or computer-aided adjustment of levels of connectivity during a conference.

Claims

1. A system for conferencing with a representative using one or more customer devices, the system comprising:

a communication interface;

a network;

a processing device operatively connected to the communication interface and the network,

wherein the processing device is configured to;

use a first customer computing device to communicate with a representative system to thereby establish a first connection, wherein the first connection enables the customer to interact with a representative of a financial institution by exchanging conference data, wherein a portion of the conference data corresponds to at least one medium of communication;

identify a second customer computing device to thereby establish a second connection such that the second customer computing device and the representative system are in communication;

transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device so that the second customer computing device and the representative system are in communication based at least partially on the identifying the second customer computing device.

2. The system of claim 1, wherein the processing device is further configured to:

receive input from the customer for initiating the transmission of the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device.

3. The system of claim 1, wherein the processing device is further configured to:

automatically transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computer based on pre-established customer preferences.

4. The system of claim 1, wherein the processing device is further configured to:

add a new medium of communication to the conference data such that the first customer computing device or the second customer computing device is in communication with the representative system in a new way;

or

remove a prior medium of communication existing in the conference data such that the first customer computing device or the second customer computing device can no longer use the prior medium of communication to communicate with the representative system.

5. The system of claim 1, wherein the processing device is further configured to:

automatically transmit the entire conference data including the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device such that conference data is only exchanged in the second connection and not in the first connection.

6. The system of claim 1, wherein the processing device is further configured to:

use the first connection to maintain a second portion of the conference data corresponding to another medium of communication such that after transmitting the portion of the conference data corresponding to the at least one medium of communication to the second connection involving the second customer computing device, both the first customer computing device and the second customer computing device are simultaneously maintaining portions of the conference data involving the representative system.

7. The system of claim 1, wherein the at least one medium of communication comprises at least one of an audio communication, a video communication, a textual communication, image communication, code communication, or tactile communication.

8. A computer-implemented method for conferencing with a representative using one or more customer devices, the method comprising:

providing a computer processor executing non-transitory computer-readable instruction code specifically structured to cause the computer processor to;

use a first customer computing device to communicate with a representative system to thereby establish a first connection, wherein the first connection enables the customer to interact with a representative of a financial institution by exchanging conference data, wherein a portion of the conference data corresponds to at least one medium of communication;

identify a second customer computing device to thereby establish a second connection such that the second customer computing device and the representative system are in communication;

transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device so that the second customer computing device and the representative system are in communication based at least partially on the identifying the second customer computing device.

9. The computer-implemented method of claim 8, wherein the at least one medium of communication comprises at least one of an audio communication, a video communication, a textual communication, image communication, code communication, or tactile communication;

and

wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to;

receive input from the customer for initiating the transmission of the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device.

10. The computer-implemented method of claim 8, wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to:

automatically transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device based on pre-established customer preferences.

11. The computer-implemented method of claim 8, wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to:

add a new medium of communication to the conference data such that the first customer computing device or the second customer computing device is in communication with the representative system in a new way;

or

remove a prior medium of communication existing in the conference data such that the first customer computing device or the second customer computing device can no longer use the prior medium of communication to communicate with the representative system.

12. The computer-implemented method of claim 8, wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to:

automatically transmit the entire conference data including the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device such that conference data is only exchanged in the second connection and not in the first connection.

13. The computer-implemented method of claim 8, wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to:

use the first connection to maintain a second portion of the conference data corresponding to another medium of communication such that after transmitting the portion of the conference data corresponding to the at least one medium of communication to the second connection involving the second customer computing device, both the first customer computing device and the second customer computing device are simultaneously maintaining portions of the conference data involving the representative system.

14. The computer-implemented method of claim 8, wherein the computer processor is further executing computer-readable instruction code specifically configured to cause the computer processor to:

transmit the portion of the conference data corresponding to the at least one medium of communication back to the first connection involving the first customer computing device.

15. A computer program product for conferencing with a representative using one or more customer devices, the computer program product comprising a non-transitory computer-readable medium, wherein the non-transitory computer-readable medium comprises one or more computer-executable program code portions that, when executed by a computer, cause the computer to:

use a first customer computing device to communicate with a representative system to thereby establish a first connection, wherein the first connection enables the customer to interact with a representative of a financial institution by exchanging conference data, wherein a portion of the conference data corresponds to at least one medium of communication;

identify a second customer computing device to thereby establish a second connection such that the second customer computing device and the representative system are in communication;

transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device so that the second customer computing device and the representative system are in communication based at least partially on the identifying the second customer computing device.

16. The computer program product of claim 15, wherein the at least one medium of communication comprises at least one of an audio communication, a video communication, a textual communication, image communication, code communication, or tactile communication;

and

wherein the one or more computer-executable program code portions, when executed by the computer, cause the computer to;

receive input from the customer for initiating the transmission of the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device.

17. The computer program product of claim 15, wherein the one or more computer-executable program code portions, when executed by the computer, cause the computer to:

automatically transmit the portion of the conference data corresponding to the at least one medium of communication to the second customer computer based on pre-established customer preferences.

18. The computer program product of claim 15, wherein the one or more computer-executable program code portions, when executed by the computer, cause the computer to:

add a new medium of communication to the conference data such that the first customer computing device or the second customer computing device is in communication with the representative system in a new way;

or

remove a prior medium of communication existing in the conference data such that the first customer computing device or the second customer computing device can no longer use the prior medium of communication to communicate with the representative system.

19. The computer program product of claim 15, wherein the one or more computer-executable program code portions, when executed by the computer, cause the computer to:

automatically transmit the entire conference data including the portion of the conference data corresponding to the at least one medium of communication to the second customer computing device such that conference data is only exchanged in the second connection and not in the first connection.

20. The computer program product of claim 15, wherein the one or more computer-executable program code portions, when executed by the computer, cause the computer to:

use the first connection to maintain a second portion of the conference data corresponding to another medium of communication such that after transmitting the portion of the conference data corresponding to the at least one medium of communication to the second connection involving the second customer computing device, both the first customer computing device and the second customer computing device are simultaneously maintaining portions of the conference data involving the representative system.