System and method for integrated customer management

• US 8,688,460 B1
• Filed: 10/23/2012
• Issued: 04/01/2014
• Est. Priority Date: 12/30/1999
• Status: Expired due to Term

• 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:
  US13/658,191
• Time in Patent Office: 525 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, over a communication channel, an incoming communication from a consumer;

receiving, from the consumer, identifying information;

at least one of a plurality of computer processors retrieving a profile for the consumer from a database based on the identifying information, the profile including information for at least one account associated with the consumer;

at least one of the plurality of computer processors providing the profile for the consumer and the information for the at least one account associated with the consumer that was received from the database to an agent; and

routing the incoming communication to the agent.

2. The method of claim 1, wherein the incoming communication comprises a telephone call.

3. The method of claim 1, wherein the step of receiving, from the consumer, identifying information comprises:

at least one of the plurality of computer processors determining a telephone number for a device initiating the incoming communication;

wherein the identifying information comprises the telephone number.

4. The method of claim 1, wherein the incoming communication comprises an electronic mail.

5. The method of claim 4, wherein the identifying information comprises an electronic mail address.

6. The method of claim 1, wherein the incoming communication comprises an electronic message.

7. The method of claim 1, wherein the identifying information comprises a telephone number.

8. The method of claim 1, further comprising:

at least one of the plurality of computer processors assigning a priority value to the incoming communication.

9. The method of claim 8, 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.

10. The method of claim 1, wherein the profile further comprises service history for the consumer.

11. The method of claim 1, further comprising:

at least one of the plurality of computer processors identifying a product or service to offer the consumer.

12. The method of claim 1, wherein the communication channel comprises the Internet.

13. The method of claim 1, wherein the agent is further provided with recent customer activity.

14. The method of claim 13, wherein the incoming communication comprises a request for intervention from the consumer.

15. A system for processing incoming communications, comprising:

a management server comprising at least one computer processor that receives an incoming communication from a consumer and receives identifying information;

a database comprising identifying information and account information for a plurality of consumers;

an electronic device for displaying account information to an agent;

wherein the management server further retrieves, from the database, account information associated with the received identifying information and provides the account information retrieved from the database to the agent; and

wherein the management server further transfers the incoming communication to the agent.

16. The system of claim 15, wherein the incoming communication comprises a telephone call.

17. The system of claim 15, wherein the incoming communication comprises an electronic mail.

18. The system of claim 15, wherein the incoming communication comprises an electronic message.

19. The system of claim 15, wherein the management server further assigns a priority value to the incoming communication.

20. The system of claim 15, wherein the profile comprises account information for the consumer.

21. The system of claim 15, wherein the profile comprises at least one of service history and account history for the consumer.

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

receiving, over a network, an incoming communication request from a consumer accessing a network location using a browser executed by an electronic device;

receiving, from the electronic device, consumer activity information, the consumer activity information comprises a history of network sites accessed by the consumer;

at least one of a plurality of computer processors providing the consumer activity information to an agent; and

at least one of the plurality of computer processors establishing a communication between the consumer and the agent.

23. The method of claim 22, wherein the communication between the consumer and the agent is a text communication.

24. The method of claim 22, wherein the communication between the consumer and the agent is a voice communication.

25. The method of claim 22, wherein the consumer activity information further comprises an IP address associated with the electronic device.

26. The method of claim 22, further comprising:

the at least one computer processor receiving at least one past interaction with the consumer based on the consumer activity information.

27. The method of claim 22, further comprising:

the at least one computer processor providing content to the browser.

28. The method of claim 22, wherein the communication is established between the agent and the electronic device.