ADAPTIVE SCAFFOLDING OF LEVELS OF CONNECTIVITY DURING A CONFERENCE
First Claim
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.
1 Assignment
0 Petitions
Accused Products
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.
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Citations
20 Claims
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1. A system for conferencing with a representative using one or more customer devices, the system comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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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. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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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:
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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. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification