System and method for integrated customer management

• US 8,533,000 B1
• Filed: 09/14/2012
• Issued: 09/10/2013
• Est. Priority Date: 12/30/1999
• Status: Expired due to Fees

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Pletz, Tracy, Callahan, William T.
• Primary Examiner(s): Elisca, Pierre E
• Application Number:
  US13/618,899
• Time in Patent Office: 361 Days
• Field of Search: 705/1
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer'"'"'s transaction history and other factors.

Claims

1. A method for operating a communication processing system, comprising:

receiving an incoming communication from a consumer;

using a computer processor, receiving, from a database, a profile for the consumer, wherein the profile for the consumer is based on a history of financial transactions conducted by the consumer;

using the computer processor, assigning a priority value to the incoming communication based on the profile for the consumer; and

using the computer processor, determining whether to route the incoming communication to a live agent or to an automated processing system for handling based on the priority value.

2. The method of claim 1, wherein the history of financial transactions conducted by consumer may be used to estimate the priority value of the incoming communication.

3. The method of claim 1, wherein the priority value is based, at least in part, on a predicted economic value associated with performing one or more tasks in connection with the incoming communication.

4. The method of claim 1, wherein the communication is a telephone call.

5. The method of claim 1, wherein the communication is an e-mail.

6. The method of claim 1, wherein the communication is a chat.

7. A method for operating a communication processing system, comprising:

receiving an incoming communication from a consumer;

using a computer processor, receiving, from a database, a profile for the consumer based on a history of financial transactions conducted by the consumer;

using the computer processor, determining, based on the profile for the consumer, an importance of an incoming communication; and

using the computer processor, routing the incoming communication to a human agent for processing based on the importance of the incoming communication,

wherein the human agent is selected based on the human agent'"'"'s past performance in completing one or more tasks.

8. The method of claim 7, wherein the one or more particular tasks comprises persuading one or more customers to purchase a particular product or service.

9. The method of claim 7, wherein the one or more particular tasks comprises persuading one or more customers to purchase an alternative product or service.

10. The method of claim 7, wherein the human agent'"'"'s past performance in completing one or more particular tasks comprises the human agent'"'"'s sales rate performance.

11. The method of claim 7, wherein the human agent'"'"'s past performance in completing one or more particular tasks comprises the human agent'"'"'s sold revenue rate performance.

12. The method of claim 7, wherein the human agent'"'"'s past performance in completing one or more particular tasks comprises the human agent'"'"'s experience with a language of the consumer.

13. The method of claim 7, wherein the at least one task comprises persuading a customer not to cancel a service.

14. The method of claim 7, wherein the communication is a telephone call.

15. The method of claim 7, wherein the communication is an e-mail.

16. The method of claim 7, wherein the communication is a chat.