System and method for conducting an optimized customer identification program

• US 7,974,867 B2
• Filed: 09/07/2010
• Issued: 07/05/2011
• 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 R
• Application Number:
  US12/876,658
• Publication Number:
  US 20110066463A1
• Time in Patent Office: 301 Days
• Field of Search: 705/7.28, 705/7.32
• 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 predetermined sufficiency criteria, 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, each question of the basic question set being associated with an expected answer and the basic question set comprising the minimum number of sequenced questions the answers to which would be sufficient to meet the predetermined sufficiency 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 predetermined sufficiency criteria; and

conducting an optimized interactive customer survey using a computer processing system, the action of conducting the 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 actions 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 predetermined sufficiency criteria.

2. A method according to claim 1, wherein the predetermined sufficiency criteria comprise at least one of the set consisting of regulatory criteria and business decision-making criteria.

3. 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.

4. 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.

5. 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.

7. 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.

8. 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.

6. A method according to claim 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.

9. A computer-implemented method of compiling a customer information set that complies with predetermine sufficiency 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 predetermined sufficiency criteria, wherein the at least one question comprises the minimum number of sequenced questions the answers to which would be sufficient to meet the predetermined sufficiency 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 predetermined sufficiency criteria based on the answer to the selected question if no additional unexpected answers are given; and

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.

10. A method according to claim 9, wherein the predetermined sufficiency criteria comprise at least one of the set consisting of regulatory criteria and business decision-making criteria.

11. A method according to claim 9 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 predetermined sufficiency criteria given the answer to the selected one of the at least one question from the optimum question set.

12. A method according to claim 11 wherein the actions of claim 11 are repeated until an answer has been received for each question in the optimum question set.

13. A method according to claim 9 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.

14. A method according to claim 9 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.

15. A method according to claim 9 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.

16. An automated system for compiling a customer information set that complies with predetermined sufficiency criteria in the minimum number of sequenced questions, the system comprising:

a user interface for displaying questions to a user and receiving answers reflective of information relating to a customer; and

at least one data processor in communication with the user interface, the at least one data processor comprising;

a question optimization portion adapted for structuring a sequenced optimized question set having at least one question asked of all users that is selectively displayable to the user, the sequenced optimized question set being structurable based at least in part on answers received from the user interface and on predetermined single expected answers associated with the questions associated with the received answers, wherein the sequenced optimized question set comprises the minimum number of questions that must be answered to comply with the predetermined sufficiency criteria, and wherein the question optimization module is adapted to supplement the sequenced optimized question set with additional questions from an overall question set after receiving answers from the user that differ from the expected answer to comprise the minimum number of remaining questions that must be answered in order to comply with the predetermined sufficiency criteria; and

a data storage portion for storing the overall question set comprising all possible questions for which answers may be required in order to comply with the predetermined sufficiency criteria, the sequenced optimized question set, received answers, and expected answers.

17. An automated system according to claim 16, wherein the predetermined sufficiency criteria comprise at least one of the set consisting of regulatory criteria and business decision-making criteria.

18. An automated system according to claim 16 wherein the question optimization portion is adapted for

selecting at least one question having an associated expected answer from the overall question set;

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 expected answer associated with the selected question; and

responsive to a determination that the answer differs from the expected answer associated with the selected question, establishing an optimum question set of at least one question from the overall question set, the optimum question set having a minimum number of questions required for compliance with the predetermined sufficiency criteria based on the answer to the selected question.

19. An automated system according to claim 16 wherein the at least one data processor further comprises:

a risk determination portion adapted for

receiving an answer to at least one question 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.

20. An automated system according to claim 16 wherein the at least one data processor further comprises:

a risk determination portion adapted for

receiving an answer to at least one question 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 an aggregate risk for the customer.

21. A non-transitory computer readable medium for compiling a customer information set that complies with predetermined sufficiency criteria in the minimum number of sequenced questions, the computer readable medium being encoded with computer program code for carrying out the following actions in a data processing system:

displaying 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 overall question set comprising all possible questions for which answers may be required in order to comply with the predetermined sufficiency criteria, wherein the at least one question comprises the minimum number of sequenced questions the answers to which would be sufficient to meet the predetermined sufficiency 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 predetermined sufficiency 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 within the sequence of the at least one question.

22. A non-transitory computer readable medium according to claim 21, wherein the predetermined sufficiency criteria comprise at least one of the set consisting of regulatory criteria and business decision-making criteria.

23. A non-transitory computer readable medium according to claim 21 being further encoded with computer program code for carrying out the following actions in the data processing system:

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 predetermined sufficiency criteria given the answer to the selected one of the at least one question from the optimum question set.

24. A non-transitory computer readable medium according to claim 21 being further encoded with computer program code for carrying out the following actions in the data processing system:

displaying to a user at least one question from he 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.

25. A non-transitory computer readable medium according to claim 21 being further encoded with computer program code for carrying out the following actions in the data processing system:

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.