CUSTOMER COMMUNICATION ANALYSIS TOOL

• US 20150348048A1
• Filed: 05/27/2014
• Published: 12/03/2015
• Est. Priority Date: 05/27/2014
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Kurian, Manu Jacob
• Granted Patent: US 9,785,949 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 9/546 Message passing systems or structures, e.g. queues
• 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

Embodiments of the present invention help users (e.g., associates, customers, or the like) utilize communications to take actions with respect to systems or applications that do not directly allow for users to take actions using the communications. In some embodiments the communications are voice communications (e.g., phone calls, voice activation, voice services through the Internet, or the like) or written communications (e.g., e-mail communications, text communications, or the like) or other like voice communications or written communications. The present invention identifies keywords in the communications to determine the application for which the user wants to take an action, and the action that the user wants to take. The present invention takes the action within the application based on the keywords, or requests additional information from the user through the communication channel (or another communication channel).

Claims

1. A system for receiving customer communications from customers to take actions with respect to customer accounts, the system comprising:

a memory device; and

a processing device operatively coupled to the memory device, wherein the processing device is configured to execute computer-readable program code to;

receive a request communication with a requested action from a customer to perform an action associated with a customer account;

determine keywords within the request communication for the requested action;

determine the keywords within the request communication for the customer account;

determine a profile for the customer associated with the request communication;

determine if the customer has authorization to take the requested action in the customer account;

access the customer account; and

take the action on the customer account based on the keywords within the request communication.

2. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

determine if additional information is needed to take the action in the customer account;

send a response communication to the customer, wherein the response communication comprises a request for the additional information needed to take the action in the customer account.

3. The system of claim 2, wherein the processing device is further configured to execute the computer-readable program code to:

receive an additional communication from the customer with the additional information needed to complete the action in the customer account;

determine the keywords within the additional communication from the associate; and

complete the action in the customer account based on the keywords within the additional communication from the customer.

4. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

submit the requested action to a business unit or regulator for approval to perform the action.

5. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

send a summary communication to the customer requesting confirmation to take the action, wherein the summary communication includes details of the requested action; and

receive a confirmation communication from the customer with the confirmation to take the action.

6. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

receive additional communication from the customer to perform additional actions by cloning the action in the request communication.

7. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

assign a request identifier to the requested action, and wherein the request identifier is utilized to link related communications

8. The system of claim 1, wherein the processing device is further configured to execute the computer-readable program code to:

identify an identity of the customer based on a customer identifier from the communication channel through which the customer sends the request communication; and

wherein determining if the customer has the authorization to take the requested action comprises comparing the customer identifier with the profile for the customer.

9. The system of claim 1, wherein the processing device configured to execute the computer-readable program code to take the requested action is further based on the profile of the customer.

10. The system of claim 1, wherein the communication channel is a voice call, an e-mail correspondence, or a text message.

11. A computer program product for receiving customer communications from customers to take actions with respect to customer accounts, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured to receive a request communication with a requested action from a customer to perform an action associated with a customer account;

an executable portion configured to determine keywords within the request communication for the requested action;

an executable portion configured to determine the keywords within the request communication for the customer account;

an executable portion configured to determine a profile for the customer associated with the request communication;

an executable portion configured to determine if the customer has authorization to take the requested action in the customer account;

an executable portion configured to access the customer account; and

an executable portion configured to take the action on the customer account based on the keywords within the request communication.

12. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to determine if additional information is needed to take the action in the customer account;

an executable portion configured to send a response communication to the customer, wherein the response communication comprises a request for the additional information needed to take the action in the customer account.

13. The computer program product of claim 12, wherein the computer-readable program code portions comprise:

an executable portion configured to receive an additional communication from the customer with the additional information needed to complete the action in the customer account;

an executable portion configured to determine the keywords within the additional communication from the associate; and

an executable portion configured to complete the action in the customer account based on the keywords within the additional communication from the customer.

14. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to submit the requested action to a business unit or regulator for approval to perform the action.

15. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to send a summary communication to the customer requesting confirmation to take the action, wherein the summary communication includes details of the requested action; and

an executable portion configured to receive a confirmation communication from the customer with the confirmation to take the action.

16. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to receive additional communication from the customer to perform additional actions by cloning the action in the request communication.

17. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to assign a request identifier to the requested action, and wherein the request identifier is utilized to link related communications.

18. The computer program product of claim 11, wherein the computer-readable program code portions comprise:

an executable portion configured to identify an identity of the customer based on a customer identifier from the communication channel through which the customer sends the request communication;

wherein the executable portion configured to determine if the customer has the authorization to take the requested action comprises comparing the customer identifier with the profile for the customer; and

wherein the executable portion configured to take the requested action is further based on the profile of the customer.

19. The computer program product of claim 11, wherein the communication channel is a voice call, an e-mail correspondence, or a text message.

20. A method for receiving customer communications from customers to take actions with respect to customer accounts, the method comprising:

receiving, by a processing device, a request communication with a requested action from a customer to perform an action associated with a customer account;

determining, by the processing device, keywords within the request communication for the requested action;

determining, by the processing device, the keywords within the request communication for the customer account;

determining, by the processing device, a profile for the customer associated with the request communication;

determining, by the processing device, if the customer has authorization to take the requested action in the customer account;

accessing, by the processing device, the customer account; and

taking, by the processing device, the action on the customer account based on the keywords within the request communication.