Automated multilingual interactive system and method to perform financial transactions

• US 5,794,218 A
• Filed: 01/16/1996
• Issued: 08/11/1998
• Est. Priority Date: 01/16/1996
• Status: Expired due to Term

• Current Assignee: Citibank (South Dakota) NA (Citigroup Incorporated)
• Original Assignee: Citibank (South Dakota) NA (Citigroup Incorporated)
• Inventors: Padalino, Ronald, Pinnell, Nigel R., Peralta, Robert, Jennings, Horton W., Shinn, Philip C.
• Primary Examiner(s): Hayes, Gail O.
• Assistant Examiner(s): KNUTH, STEPHEN
• Application Number:
  US08/586,242
• Time in Patent Office: 938 Days
• Field of Search: 705/35, 705/1, 707/503, 235/379, 704/1, 704/2, 704/10, 704/8
• US Class Current: 705/35
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G07F 19/201 Accessories of ATMs

Abstract

A system and method for allowing telephone-based interactive performance of financial transactions in multiple languages. The system prompts the customer of a financial institution in various languages until the customer'"'"'s language and home country are identified. The system then connects the customer telephonically with a representative who speaks the customer'"'"'s language and who can authorize the transaction by accessing the customer'"'"'s records. Authorization by the local representative and record keeping are also provided.

Claims

1. A method for performing financial transactions involving a customer who resides in a home country in which a first language is spoken and is a customer of a financial institution and a first representative of said financial institution who works in a second country and who speaks a second language, the method comprising the steps of:

initiating said financial transaction by said first representative contacting a processing system and inputting first data corresponding to said first representative'"'"'s identification;

validating said first representative'"'"'s identification;

prompting said customer to identify said first language by said processing system prompting said customer in different languages including said first language;

identifying said first language as a result of said customer'"'"'s response to said prompts;

using said first language to prompt said customer to identify said customer'"'"'s home country by said processing system prompting with different countries which use said first language including said home country;

identifying said customer'"'"'s home country as a result of said customer'"'"'s response to said prompts;

identifying and contacting a second representative affiliated with said financial institution and which speaks said first language and which has access to said customer'"'"'s financial records and accounts in said financial institution via a communication between said processing system and said second representative;

validating the identification of said second representative;

connecting said customer and said second representative via said processing system;

discussing said financial transaction between said customer and said second representative in said first language via said connection;

determining whether said financial transaction is acceptable to said financial institution by said second representative accessing financial records of said customer;

authorizing said financial transaction by said second representative as a result of said second representative accessing said financial records of said customer and communicating the authorization to said processing system;

informing said first representative of said authorization; and

consummating said authorized financial transaction between said first representative and said customer.

2. The method of claim 1 wherein said financial transaction is an emergency cash payment.

3. The method of claim 1 further comprising the step of:

documenting said financial transaction by said processing system automatically generating at least one report.

4. The method of claim 3 wherein said processing system automatically generates a report sent to the location where said first representative works.

5. The method of claim 3 wherein said processing system automatically generates a report sent to the location where said customer keeps said customer'"'"'s account.

6. The method of claim 3 wherein said processing system automatically generates a report stored in a central file of financial transactions performed with said processing system.

7. The method of claim 4 wherein said report is sent to said location where said first representative works via facsimile.

8. The method of claim 5 wherein said report is sent to said location where said customer keeps said customer'"'"'s account via facsimile.

9. The method of claim 1 wherein said initiating step is done by said first representative contacting said processing system via telephone.

10. The method of claim 1 wherein the connection in said connecting step between said customer and said second representative is done via telephone.

11. The method of claim 1 further comprising the step of:

validating the identification of said customer by said second representative soliciting information from said customer and comparing said information to corresponding information stored in said records of said customer.

12. The method of claim 1 wherein said step of validating said first representative'"'"'s identification further comprises the step of identifying said second language from said first data.

13. The method of claim 1 wherein said first language is English.

14. The method of claim 1 wherein said second language is English.

15. The method of claim 1 wherein said second representative works in said home country.

16. The method of claim 1 wherein said step of informing said first representative of said authorization is done by said processing system communicating with said first representative in said second language.

17. The method of claim 1 further comprising the step of:

concurring with said authorization by said first representative signalling said processing system of said first representative'"'"'s concurrence with said second representative'"'"'s authorization of said financial transaction.

18. The method of claim 1 further comprising the steps of:

communicating the specifics of said financial transaction from said second representative to said processing system based upon said discussion between said second representative and said customer; and

analyzing said financial transaction in different currencies by said processing system accessing a database containing different currency exchange rates; and

reporting said analysis to said second representative from said processing system.

19. The method of claim 18 wherein said analysis is done in at least the currencies of said home country and said second country.

20. The method of claim 19 wherein said analysis is also done in the currency of the United States.

21. The method of claim 1 wherein said consummating step includes said first representative giving said customer cash.

22. The method of claim 21 wherein said cash includes cash in the currency of said second country.

23. The method of claim 21 wherein said cash includes cash in the currency of said second country, in part, and cash in the currency of said home country, in part.

24. The method of claim 21 wherein said cash includes cash in the currency of the United States.

25. In a system for performing financial transactions comprising a customer who resides in a home country in which a first language is spoken and is a customer of a financial institution and a first representative of said financial institution who works in a second country and who speaks a second language wherein:

said first representative initiates said financial transaction by contacting a processing system and inputs first data corresponding to the identification of said first representative;

said processing system validates said first representative'"'"'s identification;

said processing system prompts said customer to identify said first language by said processing system prompting said customer in different languages including said first language;

said processing system identifies said first language as a result of said customer'"'"'s response to said prompts;

said processing system uses said first language to prompt said customer to identify said customer'"'"'s home country by said processing system prompting said customer with different countries which use said first language including said home country;

said processing system identifies said home country in response to said customer'"'"'s response to said prompts;

said processing system identifies and contacts a second representative affiliated with said financial institution and which speaks said first language and which has access to said customer'"'"'s financial records and accounts in said financial institution via a communication between said processing system and said second representative;

said processing system validates the identification of said second representative;

said processing system connects said customer and said second representative via said processing system;

said customer and said second representative discuss said financial transaction in said first language;

said second representative authorizes said financial transaction as a result of said second representative accessing said financial records of said customer;

said processing system informs said first representative of said authorization; and

said customer and said first representative consummate said financial transaction.

26. The system of claim 25 wherein said financial transaction is an emergency cash payment.

27. The system of claim 25 wherein said processing system documents said financial transaction by automatically generating at least one report.

28. The system of claim 27 wherein said processing system automatically generates a report sent to the location where said first representative works.

29. The system of claim 27 wherein said processing system automatically generates a report sent to the location where said customer keeps said customer'"'"'s account.

30. The system of claim 27 wherein said processing system automatically generates a report stored in a central file of financial transactions performed with said processing system.

31. The system of claim 28 wherein said report is sent to said location where said first representative works via facsimile.

32. The system of claim 29 wherein said report is sent to said location where said customer keeps said customer'"'"'s account via facsimile.

33. The system of claim 25 wherein said initiation is done by said first representative contacting said processing system via telephone.

34. The system of claim 25 wherein the connection between said customer and said second representative is done via telephone.

35. The system of claim 25 wherein said second representative validates the identification of said customer by soliciting information from said customer and comparing said information to corresponding information stored in said records of said customer.

36. The system of claim 25 wherein said processing system also identifies said second language from said first data.

37. The system of claim 25 wherein said first language is English.

38. The system of claim 25 wherein said second language is English.

39. The system of claim 25 wherein said second representative works in said home country.

40. The system of claim 25 wherein said processing system informs said first representative of said authorization by communicating with said first representative in said second language.

41. The system of claim 25 further wherein said first representative concurs with said authorization by said second representative by said first representative signalling said concurrence to said processing system.

42. The system of claim 25 further wherein:

said second representative communicates the specifics of said financial transaction to said processing system based upon said discussion between said second representative and said customer; and

said processing system analyzes said financial transaction in different currencies by accessing a database containing different currency exchange rates; and

from said processing system reports said analysis to said second representative.

43. The system of claim 42 wherein said analysis is done in at least the currencies of said home country and said second country.

44. The system of claim 43 wherein said analysis is also done in the currency of the United States.

45. The system of claim 25 wherein said consummation includes said first representative giving said customer cash.

46. The system of claim 45 wherein said cash includes cash in the currency of said second country.

47. The system of claim 45 wherein said cash includes cash in the currency of said second country, in part, and cash in the currency of said home country, in part.

48. The system of claim 45 wherein said cash includes cash in the currency of the United States.