STANDARDIZATION OF PROCESS FOR RESOLVING INSTITUTION CALLS BASED ONTHE CUSTOMER REQUEST

• US 20150256678A1
• Filed: 03/10/2014
• Published: 09/10/2015
• Est. Priority Date: 03/10/2014
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Murillo, Jose Federico Jarquin, Alfaro, Ana Camacho
• Application Number:
  US14/202,716
• Publication Number:
  US 20150256678A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

Systems, apparatus, methods, and computer program products are provided for standardizing call resolution of financial institution calls. A call advisor tool is described that insures that a consistent and efficient call resolution is provided each time a customer calls occurs. The call advisor tool provides for a simplistic approach to determining call resolution, such that the financial institution representatives can easily navigate and provide inputs to the tool to render a call resolution. The straightforward approach of the call advisor tool minimizes the inputs required of the financial institution representative to complete the call resolution process, resulting in decreases in call time.

Claims

1. An apparatus for standardizing the processing of financial institution customer calls, the apparatus comprising:

a computing platform including a memory and a processor in communication with the memory;

a call advisor tool stored in the memory, executable by the processor and configured to present, during a call between a financial institution customer and a user, a display of a plurality of user interfaces that are configured to (1) receive a series of user inputs that allow for the user to drill down from a general call category to a call-specific category that is responsive to one or more call requests by the financial institution customer, and, in response to a user input that selects the call specific category, (2) provide a display of a call resolution process that includes key points to be addressed during the call.

2. The apparatus of claim 1, wherein the call advisor tool is further configured to present the display of the plurality of user interfaces including an introductory user interface that is configured to include a plurality of general call script icons, wherein each icon is selectable, by user input, to present display of one or more suggested scripts associated with a topic of the icon.

3. The apparatus of claim 2, wherein the call advisor is further configured to present the display of the introductory user interface that includes a plurality of general call information icons, wherein the general call information icons include two or more of (a) a call greeting icon, (b) a caller verification icon, (3) a call branding icon, (4) a caller request inquiry icon, (5) an caller request acknowledgement icon, (6) an additional assistance inquiry icon and (6) a call closing icon.

4. The apparatus of claim 2, wherein the call advisor tool is further configured to present the display of the introductory user interface that is configured to include a plurality of general call procedure icons, wherein each icon, is selectable, by user input, to present display of one or more key points to be addressed during the call associated with the general topic of the corresponding general call procedure icon.

5. The apparatus of claim 1, wherein the call advisor tool is further configured to present the display of the plurality of user interfaces including a main menu interface that is configured to include a plurality of general call category icons, wherein each icon is selectable, by a user input, to present display of one or more call-specific categories.

6. The apparatus of claim 5, wherein the call advisor tool is further configured to present the display of the plurality of user interfaces including the main menu interface that is configured to include the plurality of general call category icons, wherein each icon is selectable, by the user, to present display of one or more call-specific categories, and wherein each call-specific category is selectable, by a user input, to present a display of the call resolution process that includes the key points to be addressed during the call.

7. The apparatus of claim 5, wherein the call advisor tool is further configured to present the display of the plurality of user interfaces including the main menu interface that is configured to include a search engine configured to receive a user input that defines search criteria associated with a call request and search result window configured to provide a display of one or more call-specific categories, and wherein each call-specific category is selectable, by a user input, to present a display of the call resolution process that includes the key points to be addressed during the call.

8. The apparatus of claim 1, wherein the call advisor tool is further configured to display the main menu interface that is configured to display a calculator icon that is configured to be selectable, by a user input, to display a specialized calculator for calculating interest on an account.

9. The apparatus of claim 1, wherein the call advisor tool is further configured to present the display of the plurality of user interfaces including a call resolution interface that that is configured to present a display of the call resolution process that includes the key points to be addressed during the call and a procedure icon that is configured to be selectable, by user input, to provide access to a network-based solution center.

10. The apparatus of claim 9, wherein the call advisor tool is further configured to present display of the call resolution interface that is configured to include (1) an online banking simulator icon and mobile banking simulator icon that are selectable, by user input, to access a corresponding online banking application simulator and mobile banking application simulator and (2) a rewards icon that is selectable, by user input, to access a customer rewards redemption center.

12. The computer program product of claim 1, wherein the set of codes is further configured to cause the computer to present the display of the plurality of user interfaces including an introductory user interface that is configured to include a plurality of general call script icons, wherein each icon is selectable, by user input, to present display of one or more suggested scripts associated with a topic of the icon.

13. The computer program product of claim 12, wherein the set of codes is further configured to cause the computer to present the display of the introductory user interface that includes a plurality of general call script icons, wherein the general call script icons include two or more of (a) a call greeting icon, (b) a caller verification icon, (3) a call branding icon, (4) a caller request inquiry icon, (5) an caller request acknowledgement icon, (6) an additional assistance inquiry icon and (6) a call closing icon.

14. The computer program product of claim 12, wherein the set of codes is further configured to cause the computer to present the display of the introductory user interface that is configured to include a plurality of general call procedure icons, wherein each icon, is selectable, by user input, to present display of one or more key points to be addressed during the call associated with the general topic of the corresponding general call procedure icon.

15. The computer program product of claim 12, wherein the set of codes is further configured to cause the computer to present the display of the plurality of user interfaces including a main menu interface that is configured to include a plurality of general call category icons, wherein each icon is selectable, by a user input, to present display of one or more call-specific categories.

16. The computer program product of claim 15, wherein the set of codes is further configured to cause the computer to present the display of the plurality of user interfaces including the main menu interface that is configured to include the plurality of general call category icons, wherein each icon is selectable, by the user, to present display of one or more call-specific categories, and wherein each call-specific category is selectable, by a user input, to present a display of the call resolution process that includes the key points to be addressed during the call.

17. The computer program product of claim 15, wherein the set of codes is further configured to cause the computer to present the display of the plurality of user interfaces including the main menu interface that is configured to include a search engine configured to receive a user input that defines search criteria associated with a call request and search result window configured to provide a display of one or more call-specific categories, and wherein each call-specific category is selectable, by a user input, to present a display of the call resolution process that includes the key points to be addressed during the call.

11. A computer program product comprising:

a non-transitory computer-readable medium comprising;

a set of codes for causing a computer to present, during a call between a financial institution customer and a user, a display of a plurality of user interfaces that are configured to (1) receive a series of user inputs that allow for the user to drill down from a general call category to a call-specific category that is responsive to one or more call requests by the financial institution customer, and, in response to a user input that selects the call specific category, (2) provide a display of a call resolution process that includes key points to be addressed during the call.

18. The computer program product of claim 11, wherein the set of codes is further configured to cause the computer to display the main menu interface that is configured to display a calculator icon that is configured to be selectable, by a user input, to display a specialized calculator for calculating interest on an account.

19. The computer program product of claim 11, wherein the set of codes is further configured to cause the computer to present the display of the plurality of user interfaces including a call resolution interface that that is configured to present a display of the call resolution process that includes the key points to be addressed during the call and a procedure icon that is configured to be selectable, by user input, to provide access to a network-based solution center.

20. The computer program product of claim 19, wherein the set of codes is further configured to cause the computer to display of the call resolution interface that is configured to include (1) an online banking simulator icon and mobile banking simulator icon that are selectable, by user input, to access a corresponding online banking application simulator and mobile banking application simulator and (2) a rewards icon that is selectable, by user input, to access a customer rewards redemption center.