Service charge adjustment platform
First Claim
1. Apparatus for providing a customer with an opportunity to request an adjustment to said customer'"'"'s account, comprising:
- a network interface for sending and receiving data over an electronic network;
a service charge adjustment system coupled to the network interface, the service charge adjustment system performing at least the functions of;
receiving a request from the customer to make an adjustment to the account, wherein the request for adjustment relates to a charge or fee posted against the customer'"'"'s account;
delivering the request to an automated interface, wherein the automated interface performs at least the functions of;
(1) retrieving at least one business rule from a business rules database, and (2) applying the at least one business rule to arrive at a decision regarding the request, and wherein said automated interface performs each of the following;
(1) validating the existence of a service charge, (2) determining the cost-effectiveness of granting the request, (3) checking to see if the customer has a special status, (4) determining if a bank error has occurred, (5) checking to see if the customer is a high value customer, (6) rating the profitability of granting the request, (7) checking to see if the customer has made at least a predetermined number of previous requests, (8) ascertaining if the customer has been granted at least one courtesy adjustment, and (9) determining if the request is justified;
automatically rendering a decision on the request using the automated interface; and
presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting an adjustment request, denying an adjustment request, and referring a request to an external system for further consideration.
2 Assignments
0 Petitions
Accused Products
Abstract
A method of providing a representative or customer with an opportunity to electronically process a request to adjust, refund or waive a service charge on various products and services, comprising the steps of a) receiving requests via various channels such as phone, facsimile, in person, on-line, etc.; b) maintaining an electronic site on a computer network which representative or customer may connect; c) presenting at least one electronic screen over the network to a representative or customer who has connected to the electronic site, including a first input field operable to receive a first command from the representative or customer indicative of a type of adjustment; d) electronically delivering the first command to an automated interface which converts a format of the first command to another format; and presenting a decision to the representative or customer in response to the first command.
21 Citations
39 Claims
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1. Apparatus for providing a customer with an opportunity to request an adjustment to said customer'"'"'s account, comprising:
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a network interface for sending and receiving data over an electronic network; a service charge adjustment system coupled to the network interface, the service charge adjustment system performing at least the functions of; receiving a request from the customer to make an adjustment to the account, wherein the request for adjustment relates to a charge or fee posted against the customer'"'"'s account; delivering the request to an automated interface, wherein the automated interface performs at least the functions of;
(1) retrieving at least one business rule from a business rules database, and (2) applying the at least one business rule to arrive at a decision regarding the request, and wherein said automated interface performs each of the following;
(1) validating the existence of a service charge, (2) determining the cost-effectiveness of granting the request, (3) checking to see if the customer has a special status, (4) determining if a bank error has occurred, (5) checking to see if the customer is a high value customer, (6) rating the profitability of granting the request, (7) checking to see if the customer has made at least a predetermined number of previous requests, (8) ascertaining if the customer has been granted at least one courtesy adjustment, and (9) determining if the request is justified;automatically rendering a decision on the request using the automated interface; and presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting an adjustment request, denying an adjustment request, and referring a request to an external system for further consideration. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method of providing a customer with an opportunity to electronically request an adjustment to the customer'"'"'s account comprising the steps of:
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(a) maintaining an electronic site on a network to which the customer may connect; (b) presenting at least one electronic screen over the network to the customer who has connected to the electronic site, the one screen including a first input field for receiving a first command from the customer indicative of the request for an adjustment to the customer'"'"'s account, wherein the request for adjustment relates to a charge or fee posted against the customer'"'"'s account; (c) electronically delivering the first command to an automated interface which converts a format of the first command to another format for allowing the automated interface to act on the request, wherein the automated interface performs at least the functions of;
(1) retrieving at least one business rule from a business rules database, and (2) applying the at least one business rule to arrive at a decision regarding the request, and wherein said automated interface performs each of the following;
(1) validating the existence of a service charge, (2) determining the cost-effectiveness of granting the request, (3) checking to see if the customer has a special status, (4) determining if a bank error has occurred, (5) checking to see if the customer is a high value customer, (6) rating the profitability of granting the request, (7) checking to see if the customer has made at least a predetermined number of previous requests, (8) ascertaining if the customer has been granted at least one courtesy adjustment, and (9) determining if the request is justified; and(d) automatically rendering and presenting a decision concerning the request, wherein the decision is one of the following;
granting an adjustment request, denying an adjustment request, and referring a request to an external system for further consideration.
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9. A method of providing a customer with an opportunity to request an adjustment to the customer'"'"'s account comprising the steps of:
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receiving a request from the customer to make an adjustment to the account, wherein the request for adjustment relates to a charge or fee posted against the customer'"'"'s account; delivering the request to an automated interface, wherein the automated interface performs at least the functions of;
(1) retrieving at least one business rule from a business rules database, and (2) applying the at least one business rule to arrive at a decision regarding the request, and wherein said automated interface is operable to perform each of the following;
(1) validating the existence of a service charge, (2) determining the cost-effectiveness of granting the request, (3) checking to see if the customer has a special status, (4) determining if a bank error has occurred, (5) checking to see if the customer is a high value customer, (6) rating the profitability of granting the request, (7) checking to see if the customer has made at least a predetermined number of previous requests, (8) ascertaining if the customer has been granted at least one courtesy adjustment, and (9) determining if the request is justified;automatically rendering a decision on the request using the automated interface; and presenting the customer with the decision with respect to the request, wherein the decision is one of the following;
granting an adjustment request, denying an adjustment request, and referring a request to an external system for further consideration. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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38. A method of providing a customer with an opportunity to request an adjustment to the customer'"'"'s account comprising the steps of:
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maintaining an electronic site on a computer network to which the customer may connect; presenting at least one electronic screen over the network to the customer who has connected to the electronic site, the at least one screen including at least a first input field for receiving the adjustment request from the customer, wherein the adjustment request relates to a charge or fee posted against the customer'"'"'s account; delivering said adjustment request to an automated interface, wherein the automated interface performs at least the functions of;
(1) retrieving at least one business rule from a business rules database, and (2) applying the at least one business rule to arrive at a decision regarding the request, and wherein said automated interface is operable to perform each of the following;
(1) validating the existence of a service charge, (2) determining the cost-effectiveness of granting the request, (3) checking to see if the customer has a special status, (4) determining if a bank error has occurred, (5) checking to see if the customer is a high value customer, (6) rating the profitability of granting the request, (7) checking to see if the customer has made at least a predetermined number of previous requests, (8) ascertaining if the customer has been granted at least one courtesy adjustment, and (9) determining if the request is justified;automatically rendering a decision on the request using the automated interface; and presenting said customer with the decision on said adjustment request, wherein the decision is one of the following;
granting an adjustment request, denying an adjustment request, and referring a request to an external system for further consideration. - View Dependent Claims (39)
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Specification