System and method for conducting an optimized customer identification program

• US 7,801,758 B2
• Filed: 12/12/2003
• Issued: 09/21/2010
• Est. Priority Date: 12/12/2003
• Status: Active Grant

• Current Assignee: The PNC Financial Services Group, Inc.
• Original Assignee: The PNC Financial Services Group, Inc.
• Inventors: Caruso, David Benjamin, Gracie, Matthew Kenneth
• Primary Examiner(s): LOFTIS, JOHNNA RONEE
• Application Number:
  US10/735,018
• Publication Number:
  US 20050131752A1
• Time in Patent Office: 2,475 Days
• Field of Search: 705/10, 705/38
• US Class Current: 705/7.28
• CPC Class Codes: G06Q 10/0635 Risk analysis of enterprise or organisation activities
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof

Abstract

A computer-implemented method of compiling a customer information set that complies with regulatory criteria is provided. The method comprises providing an overall question set having a plurality of questions and determining from the overall question set a basic question set, the basic question set including at least one basic question. The method further comprises associating an expected answer with at least one question of the basic question set and providing criteria for modifying the basic question set based on receiving an answer that differs from the expected answer. The method still further comprises optimizing an interactive customer survey with a customer using the overall question set, the basic question set, the expected answer and the criteria for modifying the basic question set.

Claims

1. A computer-implemented method of compiling a customer information set that complies with regulatory criteria in the minimum number of sequenced questions, the method comprising:

providing an overall question set having a plurality of questions;

determining from the overall question set a basic question set asked of all users, wherein each question of the basic question set is associated with an expected answer and wherein the basic question set comprises the minimum number of sequenced questions the answers to which would be sufficient to meet the regulatory criteria if no unexpected answers are given;

providing predetermined sequenced criteria for supplementing the basic question set with supplemental additional questions from the overall question set within the sequence of the basic question set, wherein the criteria are structured to minimize the number of remaining questions that must be answered in order to comply with the regulatory criteria;

conducting an optimized interactive customer survey, comprising;

presenting each question of the basic question set to a user;

receiving from the user an answer to each basic question;

determining if the received answer is the expected answer for the question asked;

upon a determination that the received answer is the expected answer, continuing in the basic question set sequence to the next question in the basic question set;

upon a determination that the received answer is not the expected answer, presenting supplemental additional questions based on the predetermined sequenced criteria for supplementing the basic question set and returning to the sequence of the basic question set once the user provides the expected answer to the supplemental additional questions;

repeating the preceding steps until all basic questions and required supplemental additional questions have been asked and answered; and

informing the customer of completion of the survey once the customer provides answers to the minimum number of questions needed to comply with the regulatory criteria;

wherein the preceding steps are implemented by a computer, comprising at least a computer processor.

2. A method according to claim 1, wherein the action of conducting an optimized interactive customer survey includes:

displaying to a user the at least one question of the basic question set;

receiving from the user an answer to the at least one question of the basic question set;

determining whether the received answer differs from the expected answer associated with the at least one question of the basic question set;

responsive to a determination that the answer differs from the expected answer associated with the at least one question of the basic question set, establishing an updated question set using the overall question set, the basic question set and the criteria for modifying the basic question set; and

displaying to the user at least one question from the updated question set.

3. A method according to claim 1, further comprising:

constructing a customer information set using answers received during the optimized interactive customer survey; and

storing the customer information set.

4. A method according to claim 1, wherein the basic question set includes a plurality of questions from the overall question set and wherein the action of conducting an optimized interactive customer survey includes:

displaying a first display question set consisting of a plurality of questions from the basic question set including at least one question having an associated expected answer;

receiving from the user an answer to the at least one question having an associated expected answer;

determining whether the received answer differs from the expected answer associated with the at least one question having an associated expected answer; and

responsive to a determination that the answer differs from the expected answer,

establishing an updated question set using the overall question set, the basic question set and the criteria for modifying the basic question set and

displaying a second display question set consisting of a plurality of questions from the updated question set.

5. A method according to claim 1 further comprising:

associating an anticipated answer set with at least one of the plurality of supplemental additional questions, the anticipated answer set comprising at least one anticipated answer; and

responsive to receiving during the optimized interactive customer survey an answer to the at least one of the plurality of supplemental additional questions that matches one of the at least one anticipated answer, determining a risk contribution factor to be associated with the received answer.

6. A method according to claim 5 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the at least one anticipated answer.

7. A method according to claim 6 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the at least one anticipated answer.

8. A method according to claim 7 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a received answer.

9. A method according to claim 1 further comprising:

associating an anticipated answer set with at least one of the plurality of questions, the anticipated answer set comprising at least one anticipated answer; and

responsive to receiving during the optimized interactive customer survey an answer to the at least one of the plurality of questions that matches one of the at least one anticipated answer, determining an aggregate risk value.

10. A method according to claim 9 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the at least one anticipated answer.

11. A method according to claim 10 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the at least one anticipated answer.

12. A method according to claim 11 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a received answer.

13. A method according to claim 1, wherein the action of conducting an optimized interactive customer survey is carried out as part of a front-end customer identification procedure.

14. A method according to claim 1 further comprising:

determining for at least one basic question whether an answer to the at least one basic question may be determined from non-customer-supplied information; and

responsive to a determination that an answer to the at least one basic question may be determined from non-customer-supplied information, removing the at least one basic question from the basic question set.

15. A computer-implemented method of compiling a customer information set that complies with regulatory criteria in the minimum number of sequenced questions, the method comprising:

displaying to a user at least one question asked of all users having an associated single expected answer, the at least one question having been selected from an overall question set comprising all possible questions for which answers may be required in order to comply with the regulatory criteria, wherein the at least one question comprises the minimum number of sequenced questions the answers to which would be sufficient to meet the regulatory criteria if no unexpected answers are given;

receiving an answer to a selected one of the at least one question, the answer being reflective of information relating to a customer;

determining whether the answer differs from the single expected answer associated with the selected question;

responsive to a determination that the answer differs from the single expected answer associated with the selected question, establishing an optimum question set of the at least one question and at least one supplemental question from the overall question set, the optimum question set having a minimum number of sequenced questions the answers to which would be sufficient to meet the regulatory criteria based on the answer to the selected question if no additional unexpected answers are given;

displaying to the user at least one question from the optimum question set, wherein the at least one supplemental question is displayed to the user within the sequence of the at least one question; and

wherein the preceding steps are implemented by a computer, comprising at least a computer processor.

16. A method according to claim 15 further comprising:

receiving an answer to a selected one of the at least one question from the optimum question set;

determining whether the selected one of the at least one question from the optimum question set has an associated expected answer;

responsive to a determination that the selected one of the at least one question from the optimum question set has an expected answer, determining if the answer to the selected one of the at least one question from the optimum question set differs from the expected answer for the selected one of the at least one question from the optimum question; and

responsive to a determination that the answer to a selected one of the at least one question from the optimum question set differs from the expected answer for the selected one of the at least one question from the optimum question, revising the optimum question set so that the optimum question set has a minimum number of questions required for compliance with the regulatory criteria given the answer to the selected one of the at least one question from the optimum question set.

17. A method according to claim 16 wherein the actions of claim 16 are repeated until an answer has been received for each question in the optimum question set.

18. A method according to claim 15 further comprising:

displaying to a user at least one question from the overall question set having an associated first anticipated answer;

receiving an answer to the at least one question from the overall question set having an associated first anticipated answer, the received answer being reflective of information relating to the customer;

determining whether the received answer to the at least one question from the overall question set differs from the first anticipated answer; and

responsive to a determination that the received answer differs from the first anticipated answer, determining a risk contribution factor to be associated with the received answer.

19. A method according to claim 18 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the first anticipated answer.

20. A method according to claim 18 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the first anticipated answer.

21. A method according to claim 20 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a previously received answer.

22. A method according to claim 15 further comprising:

displaying to a user at least one question from the overall question set having an associated anticipated answer;

receiving an answer to the at least one question from the overall question set having an associated anticipated answer, the answer being reflective of information relating to the customer;

determining whether the answer to the at least one question from the overall question set differs from the expected answer associated with the at least one question from the overall question set; and

responsive to a determination that the received answer differs from the expected answer associated with the at least one question from the overall question set, determining an aggregate risk value for the customer.

23. A method according to claim 22 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the first anticipated answer.

24. A method according to claim 22 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the first anticipated answer.

25. A method according to claim 24 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a previously received answer.

26. A method according to claim 15, wherein the actions of

displaying to a user at least one question having an associated expected answer,

receiving an answer to a selected one of the at least one question,

determining whether the answer differs from the expected answer,

responsive to a determination that the answer differs from the expected answer, establishing an optimum question set, and

displaying to the user at least one question from the optimum question set are carried out as part of a front-end customer identification procedure.

27. A method according to claim 15 further comprising:

determining for at least one optimum set question whether an answer to the at least one optimum set question may be determined from non-customer-supplied information; and

responsive to a determination that an answer to the at least one optimum set question may be determined from non-customer-supplied information, removing the at least one optimum set question from the optimum question set.

28. A computer-implemented method of compiling a customer information set that complies with regulatory criteria in the minimum number of sequenced questions, the method comprising:

displaying to a user at least one question asked of all users and having an associated single expected answer, the at least one question having been selected from an optimum subset of an overall question pool comprising all possible questions for which answers may be required in order to comply with the regulatory criteria, the optimum subset including only an optimized set of sequenced questions, wherein the optimized set of sequenced questions comprises the minimum number of questions the answers to which would be sufficient to meet the regulatory criteria if no unexpected answers are received;

receiving an answer to a selected one of the at least one question, the answer providing information relating to a customer;

adding the information to a customer information set for the customer;

comparing the answer to the single expected answer associated with the selected question to determine if the answer is an unexpected answer;

responsive to a determination that the answer is an unexpected answer, revising the optimum subset to include supplemental questions from the overall question pool, wherein the optimized set of sequenced questions and supplemental questions comprises the minimum number of questions the answers to which would be sufficient to meet the regulatory criteria if no further unexpected answers are received;

displaying to the user at least one question from the revised optimum subset, wherein the supplemental questions are displayed to the user within the sequence of the optimum subset; and

wherein the preceding steps are implemented by a computer, comprising at least a computer processor.

29. A method according to claim 28 further comprising:

receiving an answer to a selected one of the at least one question from the optimum subset;

determining whether the selected one of the at least one question from the optimum subset has an associated expected answer;

responsive to a determination that the selected one of the at least one question from the optimum subset has an expected answer, comparing the answer for the selected one of the at least one question from the optimum subset to the expected answer associated with the selected one of the at least one question from the optimum subset to determine if the answer is an unexpected answer; and

responsive to a determination that the answer to the selected one of the at least one question from the optimum subset is an unexpected answer, revising the optimum subset to include only another re-optimized set of questions, the answers to which would be sufficient to meet the regulatory criteria if no further unexpected answers are received.

30. A method according to claim 29 wherein the actions of claim 30 are repeated until an answer has been received for each question in the optimum question set.

31. A method according to claim 28 further comprising:

displaying to a user at least one question from the overall question set having an associated first anticipated answer;

receiving an answer to the at least one question from the overall question set having an associated first anticipated answer, the received answer being reflective of information relating to the customer;

determining whether the received answer to the at least one question from the overall question set differs from the first anticipated answer; and

responsive to a determination that the received answer differs from the first anticipated answer, determining a risk contribution factor to be associated with the received answer.

32. A method according to claim 31 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the first anticipated answer.

33. A method according to claim 31 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the first anticipated answer.

34. A method according to claim 33 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a previously received answer.

35. A method according to claim 28 further comprising:

displaying to a user at least one question from the overall question set having an associated anticipated answer;

receiving an answer to the at least one question from the overall question set having an associated anticipated answer, the answer being reflective of information relating to the customer;

determining whether the answer to the at least one question from the overall question set differs from the expected answer associated with the at least one question from the overall question set; and

responsive to a determination that the received answer differs from the expected answer associated with the at least one question from the overall question set, determining an aggregate risk value for the customer.

36. A method according to claim 35 wherein the risk contribution factor is determined from a predetermined risk contribution factor value associated with the first anticipated answer.

37. A method according to claim 35 wherein the risk contribution factor is determined based on a risk factor calculation that uses a first predetermined risk factor value, the first predetermined risk factor value being associated with the first anticipated answer.

38. A method according to claim 37 wherein the risk factor calculation also uses a second predetermined risk factor value, the second predetermined risk factor value being associated with a second anticipated answer that has been matched by a previously received answer.