SYSTEM FOR CONTACTING A CLIENT BASED UPON CLIENT DEVICE ANALYSIS

• US 20170295075A1
• Filed: 04/11/2016
• Published: 10/12/2017
• Est. Priority Date: 04/11/2016
• Status: Active Application

• Current Assignee: HRB Innovations Incorporated (H&R Block, Inc.)
• Original Assignee: HRB Innovations Incorporated (H&R Block, Inc.)
• Inventors: Roebuck, Eric R.
• Application Number:
  US15/095,897
• Publication Number:
  US 20170295075A1
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

Client communication is dependent on a client device and client attributes. A computerized method includes the following steps: acquiring a set of behavioral information; acquiring a set of client device information; determining a set of recommended attributes for a communication strategy based upon the sets of client and device information; implementing the communication strategy by sending a first client inquiry to the client via the client device, wherein the first client inquiry is based at least in part on the set of recommended attributes of the communication strategy; analyzing a client response to the first client inquiry; refining, based upon the client response to the client inquiry, the set of recommended attributes to form a set of revised attributes; and sending a second client inquiry to the client via the client device, wherein the second client inquiry is based upon the set of revised attributes.

Claims

1. A computerized method for gathering information from a client, the method comprising the following steps:

acquiring a set of behavioral information for the client;

acquiring a set of device information related to a client device associated with the client;

generating a set of recommended attributes based upon the behavioral information and the device information;

generating a first client inquiry based upon the set of recommended attributes;

sending the first client inquiry to the client via the client device,

analyzing a client response to the first client inquiry,

refining, based upon the client response to the client inquiry, said behavioral information for the client;

generating a set of revised attributes based upon the set of recommended attributes and said refined behavioral information; and

sending a second client inquiry to the client via the client device,

wherein the second client inquiry is based upon the set of revised attributes.

2. The computerized method of claim 1,

wherein the set of behavioral information includes information as to client characteristics known about the client,

wherein the set of behavioral information includes information as to demographics of the client.

3. The computerized method of claim 1,

wherein the set of behavioral information includes geographic information from the client device related to a location of the client,

wherein the set of behavioral information includes movement information from the client device.

4. The computerized method of claim 1,

wherein the set of device information includes information related to a smart phone of the client,

wherein the smart phone is configured to receive phone calls, text messages, and application notifications.

5. The computerized method of claim 1, wherein at least one of the behavioral information and the device information include a pattern analysis to determine habitual behaviors of the client.

6. The computerized method of claim 1,

wherein the client inquiry includes a set of questions for the client to answer,

wherein at least one latter question is based upon the response to a former question.

7. The computerized method of claim 1,

wherein said sending the first client inquiry to the client via the client device is performed by calling the client with an automated phone call,

wherein said client response is received by transcribing spoken answers from the client.

8. The computerized method of claim 1,

wherein said sending the first client inquiry to the client via the client device is performed by sending a text message,

wherein said client response is received via a responding text message.

9. The computerized method of claim 1,

wherein said sending the first client inquiry to the client via the client device is performed by sending an e-mail that includes a link to an electronic resource,

wherein said client response is received via the input of information into the electronic resource.

10. The computerized method of claim 1, wherein said client response is characterized as belonging to the set comprising receiving no response from the client, receiving the requested information as well as behavioral information from the client, receiving an incomplete response from the client, receiving a complete but factually inaccurate response from the client, and receiving a request for help from the client.

11. The computerized method of claim 1,

wherein the first client inquiry is sent to the client device at a first time in a first location,

wherein the second client inquiry is sent to a second client device at a second time in a second location.

12. The computerized method of claim 1,

wherein the client is a taxpayer,

wherein the communication strategy is associated with a tax interview,

wherein the client inquiry is associated with the preparation of a tax return on behalf of the taxpayer.

13. A client inquiry system, the system comprising:

a predictive engine for developing a set of recommended attributes,

wherein the set of recommended attributes is based upon behavioral information and device information related to a client;

an implementation engine for sending a first client inquiry to the client via a client device,

wherein the first client inquiry is based at least in part on the set of recommended attributes of the communication strategy; and

a responsive engine for analyzing whether the client responded to the first client inquiry,

said responsive engine refining the set of recommended attributes to form a set of revised attributes,

wherein the set of revised attributes is configured to improve client responses,

wherein the implementation engine sends a second client inquiry based at least in part on the set of revised attributes.

14. The client inquiry system of claim 13, wherein the predictive engine acquires a set of behavioral information and a set of device information.

15. The client inquiry system of claim 14,

wherein the set of behavioral information includes geographic information from the client device related to a location of the client,

wherein the set of behavioral information includes movement information from the client device.

16. The client inquiry system of claim 14,

wherein the set of device information includes information related to a smart phone of the client,

wherein the smart phone is configured to receive phone calls, text messages, and application notifications.

17. The client inquiry system of claim 14,

wherein the implementation engine sends the first client inquiry by providing an automated telephone call to the client device,

wherein the implementation engine sends the second client inquiry by providing a text message to the client device,

wherein the implementation engine sends a third client inquiry by providing an application notification to the client device.

18. The client inquiry system of claim 13,

wherein the set of recommended attributes and the set of revised attributes are designed to contact the client while the client is otherwise available and unoccupied,

wherein the set of recommended attributes and the set of revised attributes are based at least in part on a pattern analysis to determine where the client is and what the client is doing,

wherein, based upon where the client is and what the client is doing, the set of recommended attributes and the set of revised attributes are configured to communicate with the client in a manner that is convenient for the client.

19. A client inquiry system comprising:

a predictive engine configured to perform steps including—

acquiring a set of behavioral information;

acquiring a set of device information related to a client device associated with the client;

determining a set of recommended attributes based upon said set of behavioral information and said set of device information;

an implementation engine configured to perform steps including—

sending a first client inquiry to the client via the client device,

wherein the first client inquiry is based at least in part on the set of recommended attributes;

analyzing a client response to the first client inquiry; and

a responsive engine configured to perform steps including—

refining, based upon the client response to the client inquiry, the set of recommended attributes to form a set of revised attributes;

sending the set of revised attributes to the implementation engine,

wherein the implementation engine sends a second client inquiry to the client via the client device,

wherein the second client inquiry is based upon the set of revised attributes.

20. The client inquiry system of claim 19,

wherein the set of recommended attributes and the set of revised attributes are designed to contact the client while the client is otherwise available and unoccupied,

wherein the set of recommended attributes and the set of revised attributes are based at least in part on a pattern analysis to determine where the client is and what the client is doing,

wherein, based upon where the client is and what the client is doing, the set of recommended attributes and the set of revised attributes are configured to communicate with the client in a manner that is convenient for the client.