Methods and systems for providing customer relations information

• US 8,755,510 B2
• Filed: 02/25/2011
• Issued: 06/17/2014
• Est. Priority Date: 08/15/2003
• Status: Active Grant

• Current Assignee: Altisource Holdings, S.A.R.L. (Altisource Portfolio Solutions SA), Andrei Iancu, Ashley Moody Florida Office of The Attorney General and Successors Thereto, Jeanette Nunez Lieutenant Governor of Florida and Successors Thereto, Joan D. Heuer, Laurel M Lee Florida Secretary of State and Successors Thereto, Steven Mnuchin United States Secretary of The Treasury and Successors Thereto, Timothy E Gribben Commissioner For Bureau of The Fiscal Service Agency of The United States Department of The Treasury and Successors and Assigns Thereto
• Original Assignee: Scott Paul Conradson
• Inventors: Erbey, William C., Conradson, Scott Paul
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US13/035,859
• Publication Number:
  US 20110208660A1
• Time in Patent Office: 1,208 Days
• Field of Search: 379/265.02, 379/265.11, 379/265.13, 379/265.01
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer'"'"'s inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system.

Claims

1. A computer implemented method for providing customer service information, the computer comprising a processor and a data repository operatively coupled to the processor, the method comprising:

identifying a customer based on a telephone call from the customer;

accessing, via the processor, the customer'"'"'s account based on results from the identifying step;

determining, via the processor, a plurality of likely reasons for the call based on information associated with the customer'"'"'s account;

associating a ranking with each respective one of the plurality of likely reasons for the call;

generating, via the processor, a plurality of scripts in advance of an agent communicating with the customer, one script respectively for each of the plurality of likely reasons for the call;

prioritizing the plurality of scripts based on the ranking;

transmitting, electronically, the plurality of scripts to the agent, wherein the plurality of scripts electronically transmitted to the agent are prioritized;

the agent selecting one of at least one of the plurality of scripts and a new script generated, via the processor, based on additional information provided by the customer to the agent; and

the agent communicating information from the at least one selected script to the customer.

2. The method of claim 1, wherein the customer is a call center customer.

3. The method of claim 1, wherein the customer is a customer of a financial institution.

4. The method of claim 1, wherein the step of determining the one or more likely reasons for the call further comprises the step of parsing, via the processor, the customer'"'"'s information stored in the repository using logic principles to classify the one or more likely reasons for the call.

5. The method of claim 4, wherein the logic principles are based on Case Based Reasoning.

6. The method of claim 1, wherein the associating a ranking step further comprises attaching a score that corresponds to the likely reason for the customer'"'"'s call.

7. The method of claim 6, further comprising the step of editing, via the processor, the selected script to affect a change to the customer'"'"'s account.

8. The method of claim 7, further comprising the step of updating, via the processor, the customer account information based on the changes made to the selected script.

9. A computer implemented method for providing customer service information, the computer comprising at least one processor, a data repository operatively coupled to the processor and a user interface operatively coupled to the processor, the method comprising:

identifying a customer based on the customer'"'"'s contact with a service center;

accessing, via the at least one processor, the customer'"'"'s account information from the data repository;

determining, via the at least one processor, a plurality of likely reasons for the customer contact based on information associated with at least one of the customer and the customer'"'"'s account;

associating, via the at least one processor, a ranking with each respective one of plurality of likely reasons for the call;

generating, via the at least one processor, a plurality of scripts in advance of communicating with the customer, one script respectively for each of the plurality of likely reasons for the call;

prioritizing, via the at least one processor, the plurality of scripts based on the associated ranking, wherein the plurality of scripts displayed are prioritized;

displaying the plurality of scripts on the user interface so that one of an agent and the customer can select at least one of the plurality of scripts.

10. The method of claim 9, wherein the agent selects one of the plurality of scripts based on additional information provided by the customer.

11. The method of claim 10, wherein the agent is a live operator in the service center.

12. The method of claim 9, wherein the customer contact is made by telephone.

13. The method of claim 9, wherein the determining a plurality of likely reasons for the call further comprises:

parsing, via the at least one processor, at least one of information about the customer and information about the customer'"'"'s account;

applying, via the at least one processor, logic rules to the parsed customer information to form results; and

classifying the results into the plurality of likely reasons for the call.

14. The method of claim 9, further comprising the steps of:

editing, via the at least one processor, the selected script to affect a change to the customer'"'"'s account; and

updating, via the at least one processor, the customer account information based on the edits made to the script.

15. A system for providing customer service information, the system comprising:

at least one processor;

memory operatively coupled to the at least one processor;

a data repository stored in the memory and accessible by the at least one processor; and

a user interface operatively coupled to the at least one processor, wherein the at least one processor is configured to;

identify a customer based on the customer'"'"'s contact with a service center;

access the customer'"'"'s account based on the customer'"'"'s identity;

determine a plurality of likely reasons for the customer contact based on at least one of information about the customer and information associated with the customer'"'"'s account;

associate a ranking with each respective one of the plurality of likely reasons for the customer contact;

generate a plurality of scripts in advance of communicating with the customer, one script respectively for each of the plurality of likely reasons for the customer contact;

prioritize the plurality of scripts based on the ranking wherein the plurality of scripts displayed on the user interface are displayed in the order of ranking from most likely to least likely to be the reason for the customer'"'"'s contact; and

display the plurality of scripts on the user interface so that one of an agent and the customer can select at least one of the plurality of scripts.

16. The system of claim 15, wherein the processor is further configured to:

allow the selected script to be edited to affect a change to the customer'"'"'s account; and

update the customer account information based on the edits made to the selected script.

17. The system of claim 15, wherein the customer contact is made by telephone.