Desktop alert with interactive bona fide dispute initiation through chat session facilitated by desktop application

• US 8,346,662 B2
• Filed: 05/16/2008
• Issued: 01/01/2013
• Est. Priority Date: 05/16/2008
• Status: Expired due to Fees

• Current Assignee: Visa USA, Inc. (Visa, Inc.)
• Original Assignee: Visa USA, Inc. (Visa, Inc.)
• Inventors: Korgav, Ayse, Chan, Raymond P. P., Feng, Jie, Colgan, Michele Ann
• Primary Examiner(s): Tran, Hai
• Application Number:
  US12/122,573
• Publication Number:
  US 20090287604A1
• Time in Patent Office: 1,691 Days
• Field of Search: 705 15- 45, 705/1, 705/14, 715/706
• US Class Current: 705/40
• CPC Class Codes: G06F 8/61 Installation
• CPC Class Codes: G06Q 20/04 Payment circuits
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/12 specially adapted for electronic shopping systems
• CPC Class Codes: G06Q 20/4016 involving fraud or risk level assessment in transaction processing
• CPC Class Codes: G06Q 20/405 Establishing or using transaction specific rules
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes

Abstract

A consumer installs a desktop application on a computer which renders a user interface on the computer'"'"'s desktop. Upon installation, the desktop application is registered to receive offers and alerts. Each alert includes data for a transaction on an account conducted with a merchant where the account was issued by an issuer to an account holder to conduct transactions on the account with merchants. A received alert is rendered on the desktop. If the consumer, upon review of the rendered alert, deems the corresponding transaction to be fraudulent, the consumer can operate the user interface to activate a live chat with a web service, and use the live chat to send information sufficient to initiate a bona fide dispute of the transaction. The offers are rendered on the user interface as advertisement and are selectable to initiate a transaction on the account.

Claims

1. A method comprising:

sending, from a client, one or more transmissions including;

a request for an installation of a desktop application, the desktop application implemented at least in part with computer-executable instructions; and

information about an account issued by an issuer to an account holder;

receiving data for the installation of the desktop application on the client, the data including the computer-executable instructions;

installing the desktop application using the data for the installation such that the desktop application is linked to the account at least at the time of installation and the computer-executable instructions of the desktop application are executable by the client;

receiving, at the client, an alert including data for a financial transaction on the account that was previously conducted with a merchant, wherein;

the desktop of the client has rendered thereon a user interface, the user interface rendered at least in part by the desktop application installed on the client; and

the account was issued by the issuer to the account holder to conduct a plurality of said financial transactions on the account with a plurality of said merchants, the issuer being distinct from the account holder and each merchant;

if the alert has been received during a time period when a user of the client was not on line, storing the alert for future delivery to the desktop of the client; and

responsive to receiving the alert including the data for the financial transaction, at least;

initiating a real-time chat session with an executable agent incorporating artificial intelligence and representing the issuer; and

providing, to the executable agent through the real-time chat session, a written request for an investigation by the issuer of the financial transaction with respect to authorization of the financial transaction by the account holder, the written request comprising at least a reference to the financial transaction associated with the alert.

2. The method as defined in claim 1, further comprising:

conducting, using the user interface of the installed desktop application, the real-time chat to send information sufficient to initiate a bona fide dispute of the transaction for which the alert included data.

3. The method as defined in claim 2, wherein the one or more transmissions further comprises a request to receive, at the client for rendering on the desktop of the client, the alert including data for the transaction on the account conducted with the merchant.

4. The method as defined in claim 1, wherein:

a portable consumer device corresponds to an account number corresponding to the account; and

the portable consumer transaction device is selected from the group consisting of a non-credit account card, a prepaid card, a prepaid reloadable card, a debit account, a deposit account card, a flexible spending account card, a health savings account card, and combinations of the foregoing.

5. The method as defined in claim 1, wherein the data included in the alert is selected from the group consisting of:

at least four digits from a full or one-time account number corresponding to the account;

an identifier or type of merchant;

an identifier of the types of commodities offered by the merchant;

a date upon which the transaction was conducted;

a time at which the transaction was conducted;

a currency amount of the transaction;

a sequence number of a portable consumer device corresponding to the account number corresponding to the account;

a product type of the portable consumer device;

a transaction handler corresponding to the account;

an identifier of the issuer; and

a combination of the foregoing.

6. The method as defined in claim 1, wherein the user interface of the installed desktop application comprises a system tray icon, the selection of which activates a function of the installed desktop application, wherein the function is selected from the group consisting of:

a Rich Site Summary (RSS) feed to be received by the client for rendering upon the user interface;

audio data rendering by the client; and

the audio data rendering by the client with a textual rendering on the user interface descriptive of the audio data rendering.

7. The method as defined in claim 1, wherein:

the user interface of the installed desktop application comprises;

an expanded position thereof having one or more selectable functions of the installed desktop application;

a collapsed position thereof;

an expansion icon, rendered on the collapsed position, the selection of which activates a function of the installed desktop application to change rendering of the user interface on the desktop of the client from the collapsed position thereof to the expanded position thereof; and

a collapse icon, rendered on the expanded position, the selection of which activates a function of the installed desktop application to change the rendering of the user interface on the desktop of the client from the expanded position thereof to the collapsed position thereof.

8. The method as defined in claim 7, wherein the one or more selectable functions of the installed desktop application of the expanded position of the user interface are selected from the group consisting of:

a function of the installed desktop application to retrieve a location of an automatic teller machine derived from a geographic location of a personal computer upon which the client is executing;

a function of the installed desktop application to retrieve select categories of goods and services for which an offer will be made to conduct a future said transaction upon the account, and wherein a graphic descriptive of the offer will be received by the client for rendering on the user interface;

a function of the installed desktop application to perform maintenance of the software executing on the client; and

a function of the installed desktop application to send a request to convert a currency of a loyalty program credited to the account into an award to be received by the account holder.

9. The method as defined in claim 1, wherein the user interface of the installed desktop application comprises:

an area for rendering a graphic descriptive of an offer to the account holder to conduct a future said transaction upon the account; and

a selectable function of the installed desktop application to send a request to accept the offer.

10. The method as defined in claim 1, wherein:

the transaction on the account that is conducted with the merchant is for a payment amount;

the merchant submits the payment amount to an acquirer for processing by a transaction handler who requests the issuer to obtain the payment amount from the account; and

the issuer forwards the payment amount to the transaction handler who forwards the payment amount to the acquirer to pay the payment amount the merchant.

11. The method as defined in claim 1, wherein the real-time chat session with the executable agent incorporating artificial intelligence is interactive.

12. The method as defined in claim 11, wherein the executable agent incorporating artificial intelligence helps a user respond to the alert during the interactive chat session.

13. The method as defined in claim 12, wherein the executable agent incorporating artificial intelligence helps the user respond to the alert during the interactive chat session at least in part by helping the user provide the written request for the investigation of the transaction including information sufficient to initiate a bona fide dispute.

14. The method as defined in claim 12, wherein the executable agent incorporating artificial intelligence helps the user respond to the alert during the interactive chat session at least in part by helping the user provide the written request in accordance with a Fair Credit Billing Act codified no later than May 16, 2008.

15. The method as defined in claim 12, wherein the executable agent incorporating artificial intelligence helps the user respond to the alert during the interactive chat session at least in part by helping the user provide the written request in accordance with an Electronic Fund Transfer Act codified no later than May 16, 2008.

16. A method comprising:

sending one of more transmissions from a client including;

a request for data for an installation of a desktop application, the desktop application implemented at least in part with computer-executable instructions; and

information about an account issued by an issuer to an account holder;

receiving the data for the installation of the desktop application, the data including the computer-executable instructions;

installing the desktop application using the data for the installation such that the desktop application is linked to the account at the time of installation and the computer-executable instructions of the desktop application are executable by the client;

receiving, for rendering on the desktop at least in part by the desktop application, an alert including data for a financial transaction that was previously conducted on the account with a merchant, wherein the account was issued by the issuer to the account holder to conduct a plurality of said financial transactions on the account with a plurality of said merchants, the issuer being distinct from the account holder and each merchant, and wherein the data included in the alert is selected from the group consisting of;

at least four digits from an account number corresponding to the account;

an identifier of the merchant;

a date and time of the transaction;

an currency amount of the transaction;

a transaction handler corresponding to the account;

an identifier of the issuer; and

a combination of the foregoing;

if the alert has been received during a time period when a user of the client was not on line, storing the alert for future delivery to the desktop of the client; and

responsive to receiving the alert including the data for the financial transaction, at least;

initiating a real-time chat session with an executable agent incorporating artificial intelligence and representing the issuer; and

providing, to the executable agent through the real-time chat session, a written request for an investigation by the issuer of the financial transaction with respect to authorization of the financial transaction by the account holder, the written request comprising at least a reference to the financial transaction associated with the alert.

17. The method as defined in claim 16, wherein the user interface of the installed desktop application comprises an icon the selection of which activates a function of the installed desktop application, wherein the function is selected from the group consisting of:

a Rich Site Summary (RSS) feed to be received by the client for rendering upon the user interface;

audio data rendering by the client; and

the audio data rendering by the client with a textual rendering on the user interface descriptive of the audio data rendering.

18. The method as defined in claim 16, wherein the user interface of the installed desktop application comprises:

an area for rendering a graphic descriptive of an offer to the account holder to conduct a future said transaction upon the account; and

a selectable function of the installed desktop application to send a request to accept the offer.

19. The method as defined in claim 16, wherein:

the transaction on the account that is conducted with the merchant is for a payment amount;

the merchant submits the payment amount to an acquirer for processing by a transaction handler who requests the issuer to obtain the payment amount from the account; and

the issuer forwards the payment amount to the transaction handler who forwards the payment amount to the acquirer to pay the payment amount the merchant.

20. A computer program product for use on a client computer system for conducting, in real time, a bona fide dispute of a transaction on an account conducted with a merchant, the computer program product comprising a tangible computer-usable medium having a computer readable program code thereon, the computer-readable program code including program code for, at least:

requesting an installation of a desktop application, the desktop application implemented at least in part with computer-executable instructions;

receiving data for installation of the desktop application including information about an account issued by an issuer to an account holder to conduct a plurality of financial transactions on the account with a plurality of merchants and the computer-executable instructions, the issuer being distinct from the account holder and each merchant;

installing the desktop application using the data for the installation such that the desktop application is linked to the account at the time of installation and the computer-executable instructions of the desktop application are executable by the client;

storing, on a computer-readable medium, alert data including data descriptive of a financial transaction on the account that was previously conducted with a merchant;

upon activation of a desktop of the client computer system, rendering an alert icon on the desktop, the alert icon being rendered at least in part by the desktop application installed on the client computer system, the alert icon being descriptive of the alert data; and

responsive to user interaction associated with the alert icon, at least;

initiating a real-time chat session with an executable agent incorporating artificial intelligence and representing the issuer; and

providing, to the executable agent through the real-time chat session, a written request for an investigation by the issuer of the financial transaction with respect to authorization of the financial transaction by the account holder, the written request comprising at least a reference to the financial transaction associated with the alert.

21. The computer program product as defined in claim 20, wherein the one or more transmissions further comprises a request to receive, at the client for rendering on the desktop of the client, the alert including data for the transaction on the account conducted with the merchant.

22. The computer-program product as defined in claim 20, wherein the stored alert data is selected from the group consisting of:

at least four digits from a full or one-time account number corresponding to the account;

an identifier or type of merchant;

an identifier of the types of commodities offered by the merchant;

a date upon which the transaction was conducted;

a time at which the transaction was conducted;

a currency amount of the transaction;

a sequence number of a portable consumer device corresponding to the account number corresponding to the account;

a product type of the portable consumer device;

a transaction handler corresponding to the account;

an identifier of the issuer; and

a combination of the foregoing.

23. The computer program product as defined in claim 20, wherein the computer-readable program code further includes program code for rendering an icon, the selection of which activates a function of the installed desktop application, wherein the function is selected from the group consisting of:

a Rich Site Summary (RSS) feed to be received by the client for rendering upon a display area of the user interface;

audio data rendering by the client; and

the audio data rendering by the client with a textual rendering descriptive of the audio data for rendering on a display area of the user interface.

24. The computer program product user interface as defined in claim 20, wherein the computer-readable program code further includes program code for:

activating, on the desktop, an area for rendering a graphic descriptive of an offer to the account holder to conduct a future said transaction upon the account; and

executing a selectable function of the installed desktop application to send a request to accept the offer.

25. The computer program product as defined in claim 20, wherein:

the transaction on the account that is conducted with the merchant is for a payment amount;

the merchant submits the payment amount to an acquirer for processing by a transaction handler who requests the issuer to obtain the payment amount from the account; and

the issuer forwards the payment amount to the transaction handler who forwards the payment amount to the acquirer to pay the payment amount the merchant.