Providing Transaction History To A User During A Communication Session

• US 20150324900A1
• Filed: 05/06/2014
• Published: 11/12/2015
• Est. Priority Date: 05/06/2014
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Starikova, Anna Vladimirovna, Eddy, Linda Ann, Dunne, Brian
• Application Number:
  US14/270,394
• Publication Number:
  US 20150324900A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

In some embodiments, a system provides an interactive communication session between the user and a service agent associated with an enterprise. During the interactive communication session between the user and the service agent, the system provides the user with access to an online environment associated with the enterprise via a graphical user interface displayed on a user device. The system accesses the user'"'"'s transaction history associated with the enterprise. The system accesses the rules for displaying the user'"'"'s transaction history. The system identifies at least a portion of the user'"'"'s transaction history associated with the enterprise according to the rules for displaying the user'"'"'s transaction history. During the interactive communication session, the system provides the at least the portion of the user'"'"'s transaction history associated with the enterprise to the user via the graphical user interface of the user device.

Claims

1. A system, comprising:

a memory comprising rules for displaying a user'"'"'s transaction history; and

a processor communicatively coupled to the memory and operable to;

provide an interactive communication session between the user and a service agent associated with an enterprise, wherein the interactive communication session comprises one or more of a phone conversation and a chat session;

during the interactive communication session between the user and the service agent, provide the user with access to an online environment associated with the enterprise via a graphical user interface displayed on a user device;

access the user'"'"'s transaction history associated with the enterprise;

access the rules for displaying the user'"'"'s transaction history;

identify a subset of the user'"'"'s transaction history associated with the enterprise according to privilege information stored in the rules for displaying the user'"'"'s transaction history, wherein the subset of the user'"'"'s transaction history comprises information associated with the user'"'"'s promise to perform an action associated with the enterprise, a prior action performed by the user, and a prior communication between the user and the enterprise and the subset is less than all of the user'"'"'s transaction history;

during the interactive communication session between the user and the service agent, provide to the user the determined subset of the user'"'"'s transaction history associated with the enterprise according to privilege information stored in the rules for displaying the user'"'"'s transaction history via the graphical user interface of the user device;

identify an image associated with an item in the determined subset of the user'"'"'s transaction history; and

during the interactive communication session between the user and the service agent, provide to the user the image associated with the item in the determined subset of the user'"'"'s transaction history via the graphical user interface of the user device.

2. A system, comprising:

a memory comprising rules for displaying a user'"'"'s transaction history; and

a processor communicatively coupled to the memory and operable to;

provide an interactive communication session between the user and a service agent associated with an enterprise;

during the interactive communication session between the user and the service agent, provide the user with access to an online environment associated with the enterprise via a graphical user interface displayed on a user device;

access the user'"'"'s transaction history associated with the enterprise;

access the rules for displaying the user'"'"'s transaction history;

identify at least a portion of the user'"'"'s transaction history associated with the enterprise according to the rules for displaying the user'"'"'s transaction history; and

during the interactive communication session, provide the at least the portion of the user'"'"'s transaction history associated with the enterprise to the user via the graphical user interface of the user device.

3. They system of claim 2, wherein the interactive communication session comprises one or more of a phone conversation and a chat session.

4. The system of claim 2, wherein the at least a portion of the user'"'"'s transaction history comprises a subset of the user'"'"'s transaction history associated with the enterprise according to privilege information stored in the rules for displaying the user'"'"'s transaction history and the subset is less than all of the user'"'"'s transaction history.

5. The system of claim 2, wherein the at least a portion of the user'"'"'s transaction history comprises information associated with the user'"'"'s promise to perform an action associated with the enterprise, a prior action performed by the user, and a prior communication between the user and the enterprise.

6. The system claim 2, wherein the user'"'"'s promise to perform an action associated with the enterprise comprises a promise to make a payment on a past due bill.

7. The system of claim 2, wherein the processor is further operable to identify an image associated with an item in the at least the portion of the user'"'"'s transaction history.

8. The system of claim 2, wherein during the interactive communication session between the user and the service agent, the processor is further operable to provide to the user an image associated with an item in the at least the portion of the user'"'"'s transaction history via the graphical user interface of the user device.

9. A method, comprising:

providing an interactive communication session between a user and a service agent associated with an enterprise;

during the interactive communication session between the user and the service agent, providing the user with access to an online environment associated with the enterprise via a graphical user interface displayed on a user device;

accessing the user'"'"'s transaction history associated with the enterprise;

accessing rules for displaying the user'"'"'s transaction history;

identifying, using a processor, at least a portion of the user'"'"'s transaction history associated with the enterprise according to the rules for displaying the user'"'"'s transaction history; and

during the interactive communication session, providing the at least the portion of the user'"'"'s transaction history associated with the enterprise to the user via the graphical user interface of the user device.

10. They method of claim 9, wherein the interactive communication session comprises one or more of a phone conversation and a chat session.

11. The method of claim 9, wherein the at least a portion of the user'"'"'s transaction history comprises a subset of the user'"'"'s transaction history associated with the enterprise according to privilege information stored in the rules for displaying the user'"'"'s transaction history and the subset is less than all of the user'"'"'s transaction history.

12. The method of claim 9, wherein the at least a portion of the user'"'"'s transaction history comprises information associated with the user'"'"'s promise to perform an action associated with the enterprise, a prior action performed by the user, and a prior communication between the user and the enterprise.

13. The method claim 9, wherein the user'"'"'s promise to perform an action associated with the enterprise comprises a promise to make a payment on a past due bill.

14. The method of claim 9, wherein during the interactive communication session between the user and the service agent, further comprising providing to the user an image associated with an item in the at least the portion of the user'"'"'s transaction history via the graphical user interface of the user device.

15. A non-transitory computer readable medium comprising logic, the logic when executed by a processor, operable to:

provide an interactive communication session between a user and a service agent associated with an enterprise;

during the interactive communication session between the user and the service agent, provide the user with access to an online environment associated with the enterprise via a graphical user interface displayed on a user device;

access the user'"'"'s transaction history associated with the enterprise;

access rules for displaying the user'"'"'s transaction history;

identify at least a portion of the user'"'"'s transaction history associated with the enterprise according to the rules for displaying the user'"'"'s transaction history; and

during the interactive communication session, provide the at least the portion of the user'"'"'s transaction history associated with the enterprise to the user via the graphical user interface of the user device.

16. They computer readable medium of claim 15, wherein the interactive communication session comprises one or more of a phone conversation and a chat session.

17. The computer readable medium of claim 15, wherein the at least a portion of the user'"'"'s transaction history comprises a subset of the user'"'"'s transaction history associated with the enterprise according to privilege information stored in the rules for displaying the user'"'"'s transaction history and the subset is less than all of the user'"'"'s transaction history.

18. The computer readable medium of claim 15, wherein the at least a portion of the user'"'"'s transaction history comprises information associated with the user'"'"'s promise to perform an action associated with the enterprise, a prior action performed by the user, and a prior communication between the user and the enterprise.

19. The computer readable medium claim 15, wherein the user'"'"'s promise to perform an action associated with the enterprise comprises a promise to make a payment on a past due bill.

20. The computer readable medium of claim 15, wherein during the interactive communication session between the user and the service agent, the logic is further operable to provide to the user an image associated with an item in the at least the portion of the user'"'"'s transaction history via the graphical user interface of the user device.