Correspondence and chargeback workstation

• US 5,995,948 A
• Filed: 11/21/1997
• Issued: 11/30/1999
• Est. Priority Date: 11/21/1997
• Status: Expired due to Term

• Current Assignee: Bank One Delaware National Association (JP Morgan Chase & Co)
• Original Assignee: First USA Bank N.A. (JP Morgan Chase & Co)
• Inventors: Whitford, Thomas E., Dave, Ashit AtulKumar, Rosenblatt, David A., Stapleton, Margaret J.
• Primary Examiner(s): Trammell, James P.
• Assistant Examiner(s): Tesfamariam, Mussie
• Application Number:
  US08/975,685
• Time in Patent Office: 739 Days
• Field of Search: 235/379, 235/380, 186/35, 186/37, 379/91.01, 705/7, 705/26, 705/34, 705/38, 705/40
• US Class Current: 705/41
• CPC Class Codes: G06Q 20/105 involving programming of a portable memory device, e.g. IC cards, "electronic purses"
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

The present invention is a process that includes a graphical user interface, a client-server design and computer telephony integration to enhance the quality and productivity while reducing training in the correspondence and chargeback operations. The process uses a data index component of a scanned or computer-output image to automate interaction with an intelligent workstation used by a customer service representative. The system uses business rules and accesses other data to provide rapid and high quality disposition of cases. The image document can be resolved with minimum or no human interaction.

Claims

1. A method using a computer system for automated resolution of a consumer'"'"'s request wherein the system automatically applies the company'"'"'s business-wide rules and policies in a uniform and consistent manner to resolve said consumer'"'"'s requests and wherein said system includes a workstation and a data storing means comprising the steps of:

a) receiving said consumer'"'"'s request into said system;

b) transmitting an image document of said consumer'"'"'s request to said workstation which is capable of processing non-formatted and formatted documents;

c) converting said image document into computer readable information;

d) processing said computer readable information to identify consumer identification information;

e) processing said computer readable information to permit an operator to identify issues to be addressed in order to resolve said consumer'"'"'s request;

f) retrieving from said data storage means stored data which corresponds to said consumer identification information that pertains to said identified issues;

g) retrieving from said data storage means stored chargeback rules and procedures which pertain to said identified issues;

h) applying said chargeback rules and procedures to resolve without human intervention said identified issues;

i) generating automatically a letter to said consumer which discusses the disposition of said identified issues, if said identified issues are automatically resolvable; and

j) pending or redirecting said consumer'"'"'s request for human resolution, if said identified issues are not automatically resolvable.

2. The method of claim 1 wherein said step of receiving said consumer'"'"'s request into said system comprises receiving a non-image document or image document into said system.

3. The method of claim 2, further comprising the step of receiving non-image documents or image documents in the form of written correspondences, banking card transactions, credit card transactions, facsimile transactions, telephone requests and Internet correspondences.

4. The method of claim 3, further comprising the step of automatically scanning said written correspondences into said system and converting said scanned information into an image document.

5. The method of claim 3, further comprising the step of automatically scanning said written correspondences not containing a preset format into said system and converting said scanned information into an image document.

6. The method of claim 1, further comprising the step of receiving into said system a request concerning a consumer'"'"'s account.

7. The method of claim 6, further comprising the step of receiving into said system said request concerning the amount charged, the fees charged, or the interest rate charged to said consumer'"'"'s account.

8. The method of claim 1, further comprising the step of retrieving from said data storage means stored chargeback rules which address issues involving how to assess the amount to charge a consumer'"'"'s account.

9. The method of claim 8, further comprising the step of assessing the amount to charge a consumer'"'"'s account for charges not charged by the consumer, late payments, over charging a consumer'"'"'s account, or for accrued interest rates.

10. The method of claim 1, further comprising the step of receiving into said system a request concerning a decline for a credit account, a decline to increase said consumer'"'"'s credit limit or a denial to approve a credit or banking card transaction.

11. The method of claim 1, further comprising the step of identifying said consumer'"'"'s identification information by said consumer'"'"'s account number, consumer'"'"'s name, consumer'"'"'s address or magnum inquiry number.

12. The method of claim 1, further comprising the step of automatically generating a letter which contains the account number, letter code, letter variables, memos, greeting, salutation, and a written response which details the disposition of said consumer'"'"'s request.

13. A method using a computer system for automated resolution of a consumer'"'"'s request wherein the system automatically applies the company'"'"'s business-wide rules and policies in a uniform and consistent manner to resolve said consumer'"'"'s requests and wherein said system includes a workstation and a data storing means comprising the steps of:

a) receiving said consumer'"'"'s request into said system;

b) transmitting an image document of said consumer'"'"'s request to said workstation which is capable of processing non-formatted and formatted documents;

c) converting said image document into computer readable information;

d) processing said computer readable information to identify consumer identification information;

e) processing said computer readable information to permit an operator to identify issues to be addressed in order to resolve said consumer'"'"'s request;

f) retrieving from said data storage means stored data which corresponds to said consumer identification information that pertains to said identified issues;

g) retrieving from said data storage means stored business rules and procedures which pertain to said identified issues; and

h) applying said business rules and procedures to resolve without human intervention said identified issues.

14. A method using a computer system for automated resolution of a consumer'"'"'s request wherein the system automatically applies the company'"'"'s business-wide rules and policies in a uniform and consistent manner to resolve said consumer'"'"'s requests and wherein said system includes a workstation and a data storing means comprising the steps of:

a) receiving said consumer'"'"'s request into said system;

b) transmitting an image document of said consumer'"'"'s request by electronic transmission to said workstation which is capable of processing non-formatted and formatted documents;

c) converting said image document into computer readable information;

d) processing said computer readable information to identify consumer identification information;

e) processing said computer readable information to permit an operator to identify issues to be addressed in order to resolve said consumer'"'"'s request;

f) retrieving from said data storage means stored data which corresponds to said consumer identification information that pertains to said identified issues;

g) retrieving from said data storage means stored business rules and procedures which pertain to said identified issues;

h) applying said business rules and procedures to resolve without human intervention said identified issues; and

i) pre-processing automatically the disposition of said identified issues, if said identified issues are not automatically resolvable.

15. A method using a computer system for automated resolution of a consumer'"'"'s request wherein the system automatically applies the company'"'"'s business-wide rules and policies in a uniform and consistent manner to resolve said consumer'"'"'s requests and wherein said system includes a workstation and a data storing means comprising the steps of:

a) receiving said consumer'"'"'s request into said system;

b) transmitting an image document of said consumer'"'"'s request by electronic transmission to said workstation;

c) converting said image document into computer readable information;

d) processing said computer readable information to identify consumer identification information;

e) processing said computer readable information to permit an operator to identify issues to be addressed in order to resolve said consumer'"'"'s request;

f) retrieving from said data storage means stored data which corresponds to said consumer identification information that pertains to said identified issues;

g) retrieving from said data storage means stored chargeback rules and procedures which pertain to said identified issues;

h) applying said chargeback rules and procedures to resolve without human intervention said identified issues;

i) automatically generating a letter to said consumer which contains the account number, letter code, letter variables, memos, greeting, salutation, and a written response which details the disposition of said consumer'"'"'s request, if said identified issues are automatically resolvable; and

j) pending or redirecting said consumer'"'"'s request for human resolution, if said identified issues are not automatically resolvable.

16. The method of claim 15 wherein said step of receiving said consumer'"'"'s request into said system comprises receiving a non-image document or image document into said system.

17. The method of claim 16, further comprising the step of automatically scanning said non-image document into said system and converting said scanned information into an image document.

18. The method of claim 15, wherein said consumer'"'"'s request comprises a request concerning a consumer'"'"'s account.

19. The method of claim 15, wherein said consumer'"'"'s request comprises a request concerning a decline for a credit account, a decline to a request to increase said consumer'"'"'s credit limit or a denial to approve a credit card or banking card transaction.

20. The method of claim 15, further comprising the step of identifying said consumer'"'"'s identification information by said consumer'"'"'s account number, said consumer'"'"'s name, said consumer'"'"'s address or magnum inquiry number.