Video-assisted customer experience

• US 9,007,448 B2
• Filed: 02/03/2012
• Issued: 04/14/2015
• Est. Priority Date: 02/03/2012
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Calman, Matthew A.
• Primary Examiner(s): Czekaj, Dave
• Assistant Examiner(s): Owens, Tsion B
• Application Number:
  US13/366,058
• Publication Number:
  US 20130201306A1
• Time in Patent Office: 1,166 Days
• Field of Search: 348/61, 348/150, 704/2
• US Class Current: 348/61
• CPC Class Codes: H04N 7/141 between two video terminals, e.g. videophone telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085

Abstract

A video-assisted customer experience is disclosed. Generally, the experience includes a communications link between a user and a business representative facilitated by an external apparatus such as an ATM, mobile device, user'"'"'s workstation, teleconferencing system, etc. The communications link may be a one or two-way video link such that the user may view video of the business representative or a representation of the business representative. The experience utilizes speech-recognition technology to incorporate subtitles in the video stream.

Claims

1. A method for providing a video-assisted customer experience comprising:

providing a communications link between a customer and a business representative, the communications link being facilitated by an external apparatus comprising a display, wherein the communications link comprises video such that the customer may view the business representative or a representation of the business representative on the display;

utilizing speech-recognition to provide subtitles of the words spoken by the business representative viewable to the customer;

detecting key words, using a computing device processor, spoken by the business representative, wherein the key words include a product or service provided by the business of the business representative;

highlighting, using a computing device processor, the detected key words spoken by the business representative, wherein highlighting further comprises integrating a selectable link to a website of the business that includes information and ordering for the product or service of the key words, wherein the product or service of the key words are financial products or services; and

enabling, using a computing device processor, the customer to select via the selectable link the detected key words, wherein the selection directs the user to the website of the business that includes information and ordering for the financial product or service of the key words.

2. The method of claim 1, wherein the external apparatus is an automated teller machine (ATM).

3. The method of claim 1, further comprising archiving a record of the customer experience, wherein the subtitles are searchable.

4. The method of claim 1, wherein the speech-recognition is voice-recognition.

5. The method of claim 1, wherein the subtitles are translated and presented to the customer in a different language than the language spoken by the business representative.

6. The method of claim 1, wherein the communications link is a one-way video link such that the customer may view the business representative or a representation of the business representative.

7. The method of claim 1, wherein the communications link is a two-way video link such that the customer may view the business representative or a representation of the business representative and the business representative may view the customer or a representation of the customer.

8. The method of claim 7, wherein subtitles of the words spoken by the customer are displayed to the business representative.

9. The method of claim 1, wherein the speech-recognition is configured to detect key words or phrases spoken and present the detected key words as interactive words in the subtitles.

10. A system for providing a video-assisted customer experience comprising:

a network;

an external apparatus in communication with the network, the external apparatus comprising a display and a processing device, wherein the processing device is configured to execute computer-readable program code to;

provide a communications link between a customer accessing the external apparatus and a business representative, wherein the communications link comprises video such that the customer may view the business representative or a representation of the business representative on the display of the external apparatus;

utilize speech-recognition to provide subtitles of the words spoken by the business representative viewable to the customer;

detect key words, using a computing device processor, spoken by the business representative, wherein the key words include a product or service provided by the business of the business representative;

highlight the detected key words spoken by the business representative, wherein highlighting further comprises integrating a selectable link to a website of the business that includes information and ordering for the product or service of the key words, wherein the product or service of the key words are financial products or services; and

enable the customer to select via the selectable link the detected key words, wherein the selection directs the user to the website of the business that includes information and ordering for the financial product or service of the key words.

11. The system of claim 10, wherein the external apparatus is an automated teller machine (ATM).

12. The system of claim 10, wherein the processing device is further configured to execute computer-readable program code to archive a record of the customer experience, wherein the subtitles are searchable.

13. The system of claim 10, wherein the subtitles are translated and presented to the customer in a different language than the language spoken by the business representative.

14. The system of claim 10, wherein the communications link is a one-way video link such that the customer may view the business representative or a representation of the business representative.

15. The system of claim 10, wherein the communications link is a two-way video link such that the customer may view the business representative or a representation of the business representative and the business representative may view the customer or a representation of the customer.

16. The system of claim 15, wherein subtitles of the words spoken by the customer are displayed to the business representative.

17. The system of claim 10, wherein the speech-recognition is configured to detect key words or phrases spoken and present the detected key words as interactive words in the subtitles.

18. A non-transitory computer-readable storage medium comprising computer program code for providing a video-assisted customer experience, the computer program code comprising:

instructions for providing a communications link between a customer and a business representative, the communications link being facilitated by an external apparatus comprising a display, wherein the communications link comprises video such that the customer may view the business representative or a representation of the business representative on the display;

instructions for utilizing speech-recognition to provide subtitles of the words spoken by the business representative viewable to the customer

instructions for detecting key words spoken by the business representative, wherein the key words include a product or service provided by the business of the business representative;

instructions for highlighting the detected key words spoken by the business representative, wherein highlighting further comprises integrating a selectable link to a website of the business that includes information and ordering for the product or service of the key words, wherein the product or service of the key words are financial products or services; and

instructions for enabling the customer to select via the selectable link the detected key words, wherein the selection directs the user to the website of the business that includes information and ordering for the financial product or service of the key words.

19. The non-transitory computer-readable storage medium of claim 18, wherein the external apparatus is an automated teller machine (ATM).

20. The non-transitory computer-readable storage medium of claim 18, wherein the computer program code further comprises instructions for archiving a record of the customer experience, wherein the subtitles are searchable.

21. The non-transitory computer-readable storage medium of claim 18, wherein the subtitles are translated and presented to the customer in a different language than the language spoken by the business representative.

22. The non-transitory computer-readable storage medium of claim 18, wherein the communications link is a one-way video link such that the customer may view the business representative or a representation of the business representative.

23. The non-transitory computer-readable storage medium of claim 18, wherein the communications link is a two-way video link such that the customer may view the business representative or a representation of the business representative and the business representative may view the customer or a representation of the customer.

24. The non-transitory computer-readable storage medium of claim 23, wherein subtitles of the words spoken by the customer are displayed to the business representative.

25. The non-transitory computer-readable storage medium of claim 18, wherein the speech-recognition is configured to detect key words or phrases spoken and present the detected key words as interactive words in the subtitles.