METHOD AND APPARATUS FOR MANAGING ACCOUNT OPTIONS

• US 20150161644A1
• Filed: 12/06/2013
• Published: 06/11/2015
• Est. Priority Date: 12/06/2013
• Status: Abandoned Application

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: BAMANE, Vijay, DAVE, Tushar, MUTHUSAMY, Senthil, PULLAMPLAVIL, Premjith
• Application Number:
  US14/099,015
• Publication Number:
  US 20150161644A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0226 Incentive systems for frequent usage, e.g. frequent flyer miles programs or point systems

Abstract

An approach for account management includes retrieving a current account option selected by a subscriber for a service account, applying a rule to determine a recommended account option for reducing a cost for the service account, wherein the rule provides criteria for selecting the recommended account option from among an upgrade and renewal option, a right-sizing option, a loyalty offer option, or a combination thereof, and generating a customer service user interface for presenting at least one of: cost comparison information for the current account option and the recommended account option, a control element for ordering the recommended account option, and information for discussing the recommended option with the subscriber.

Claims

1. A method comprising:

retrieving a current account option selected by a subscriber for a service account;

applying a rule to determine a recommended account option for reducing a cost for the service account, wherein the rule provides criteria for selecting the recommended account option from among an upgrade and renewal option, a right-sizing option, a loyalty offer option, or a combination thereof; and

generating a customer service user interface for presenting at least one of;

cost comparison information for the current account option and the recommended account option;

a control element for ordering the recommended account option; and

information for discussing the recommended account option with the subscriber.

2. The method of claim 1, wherein the rule specifies a sequence for presenting the upgrade and renewal option, the right-sizing option, the loyalty offer option, or a combination thereof in the customer service user interface.

3. The method of claim 2, further comprising:

requesting an acknowledgment input from a customer service representative to move forward in the sequence.

4. The method of claim 1, further comprising:

presenting the upgrade and renewal option in the customer service user interface; and

requesting an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the right-sizing option.

5. The method of claim 1, further comprising:

presenting the right-sizing option in the customer service user interface; and

requesting an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the loyalty offer option.

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

determining whether a customer service representative interacting with the customer service user interface has discussed the recommended account option with the subscriber based on a duration of a time period for which the recommended account option has been presented at the customer service user interface.

7. The method according to claim 6, further comprising:

determining that the recommended account option has not been discussed if the duration is less than a threshold value; and

determining to send a notification message indicating that the recommended account option not been discussed.

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

determining a current account cost of the customer account;

determining to dynamically update a tentative account cost based on the recommended account option; and

determining to dynamically update an account cost savings based on a difference between the current account cost and the tentative account cost.

9. An apparatus comprising at least one processor, the apparatus configured to:

retrieve a current account option selected by a subscriber for a service account;

apply a rule to determine a recommended account option for reducing a cost for the service account, wherein the rule provides criteria for selecting the recommended account option from among an upgrade and renewal option, a right-sizing option, a loyalty offer option, or a combination thereof; and

generate a customer service user interface for presenting at least one of;

cost comparison information for the current account option and the recommended account option;

a control element for ordering the recommended account option; and

information for discussing the recommended account option with the subscriber.

10. The apparatus according to claim 9, wherein the rule specifies a sequence for presenting the upgrade and renewal option, the right-sizing option, the loyalty offer option, or a combination thereof in the customer service user interface.

11. The apparatus according to claim 10, wherein the apparatus is further configured to:

request an acknowledgment input from a customer service representative to move forward in the sequence.

12. The apparatus according to claim 9, wherein the apparatus is further configured to:

present the upgrade and renewal option in the customer service user interface; and

request an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the right-sizing option.

13. The apparatus according to claim 9, wherein the apparatus is further configured to:

present the right-sizing option in the customer service user interface; and

request an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the loyalty offer option.

14. The apparatus according to claim 9, wherein the apparatus is further configured to:

determine whether a customer service representative interacting with the customer service user interface has discussed the recommended account option with the subscriber based on a duration of a time period for which the recommended account option has been presented at the customer service user interface.

15. The apparatus according to claim 14, wherein the apparatus is further configured to:

determine that the recommended account option has not been discussed if the duration is less than a threshold value; and

determine to send a notification message indicating that the recommended account option has not been discussed.

16. The apparatus according to claim 9, wherein the apparatus is further configured to:

determine a current account cost of the customer account;

determine to dynamically update a tentative account cost based on the recommended account option; and

determine to dynamically update an account cost savings based on a difference between the current account cost and the tentative account cost.

17. A system comprising:

a customer support terminal configured to execute a customer relationship management (CRM) application and

an account options platform configured to retrieve a current account option selected by a subscriber for a service account, apply a rule to determine a recommended account option for reducing a cost for the service account, wherein the rule provides criteria for selecting the recommended account option from among an upgrade and renewal option, a right-sizing option, a loyalty offer option, or a combination thereof, and generate a customer service user interface for presenting at the CRM application at least one of;

cost comparison information for the current account option and the recommended account option;

a control element for ordering the recommended account option; and

information for discussing the recommended account option with the subscriber.

18. The system according to claim 17, wherein the rule specifies a sequence for presenting the upgrade and renewal option, the right-sizing option, the loyalty offer option, or a combination thereof in the customer service user interface.

19. The system according to claim 17, wherein the account options platform is further configured to:

present the upgrade and renewal option in the customer service user interface; and

request an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the right-sizing option.

20. The system according to claim 17, wherein the account options platform is further configured to:

present the right-sizing option in the customer service user interface; and

request an acknowledgment input from a customer service representative interacting with the customer service user interface before advancing to the loyalty offer option.