System providing an interactive conference

• US 9,508,058 B2
• Filed: 10/15/2012
• Issued: 11/29/2016
• Est. Priority Date: 10/15/2012
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Calman, Matthew A., Agrawal, Rajat, Grimsley, James Robert, Han, Wanwen, Jones, Alicia C., Liu, Su, Park-Hur, Cameron Jungeun, Rachmel, Nir, Streja, Lynn, Votaw, Elizabeth S.
• Primary Examiner(s): Gillis, Brian J
• Assistant Examiner(s): Lin, Steve
• Application Number:
  US13/651,966
• Publication Number:
  US 20140108557A1
• Time in Patent Office: 1,506 Days
• Field of Search: 709/205
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

Embodiments of the invention are directed to systems, methods and computer program products for providing an interactive conference, such as a video conference. The system, methods, and computer program products determine that an operative connection is being established between a user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference; provide a document viewable by both the user and the representative during the conference; and enable the document to be edited by at least one of the user and the representative during the conference. The document may be an uploaded document or an account view. The system, method, and computer program product provide augmented service to customers of financial institutions when the customers are participating in a conference with a representative of the financial institution.

Claims

1. A system for providing an interactive conference, the system comprising:

a memory;

a processor; and

a computing module stored in the memory, executable by the processor, and configured to cause the processor to;

determine that a first operative connection is being established between a first user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference;

determine that the user is a customer of the financial institution, wherein the user has one or more financial accounts at the financial institution comprising financial information of the user;

access the user'"'"'s financial information;

provide the user'"'"'s financial information to the user and the representative;

enable the user to modify connectivity of the conference, wherein modifying the connectivity of the conference comprises;

receiving a selection of a second user device from the user, wherein the second user device is configured to enable the user to interact with the representative; and

receiving an indication from the user indicating whether to switch the conference from the first user device to the second user device and indicating whether to initiate dual-channel connectivity of the conference using the first user device and the second user device;

establish a second operative connection between the second user device and the system based on determining that second user device has a predetermined level of enhanced security;

modify the connectivity of the conference based on the received indication from the user by (i) switching the conference from the first user device to the second user device, or (ii) initiating the dual-channel connectivity of the conference using the first user device and the second user device;

provide a forms bank to the user and the representative, wherein the forms bank comprises a set of documents;

receive a selection of at least two documents from the forms bank;

display the at least two documents, wherein the at least two documents are viewable by both the user and the representative during the conference;

perform an optical character recognition process on a first document;

in response to the selection of a second document from the forms bank, automatically identify data in the first document representing information relevant to the second document;

extract the data from the first document;

in response to the identification and extraction of the data representing information relevant to the second document, automatically populate, the data from the first document into at least the second document;

enable the at least two documents to be edited by at least one of the user and the representative during the conference, wherein an edit comprises highlighting of text or graphics, tagging, or annotating; and

provide a summary of the conference to the user and the representative, wherein the summary comprises key words from the conference identified by the system, all documents discussed in the conference, and all accounts discussed in the conference.

2. The system according to claim 1, wherein the computing module is further configured to cause the processor to:

receive a non-editable document; and

convert the non-editable document to an editable document, wherein converting comprises;

identifying that the non-editable document includes an URL for a webpage; and

activating the URL of the non-editable document to create an activated URL such that clicking the activated URL in the editable document automatically directs the user and/or the representative to the webpage.

3. The system according to claim 1, wherein modifying the connectivity of the conference further comprises switching a communication channel of the conference to another new communication channel, wherein the new communication channel is chosen from a group comprising a textual communication channel, an audible communication channel, a visual communication channel and an audio-visual communication channel.

4. The system according to claim 1, wherein the conference is a video conference, and wherein the computing module is further configured to cause the processor to:

provide interactive controls for controlling the conference;

receive user input from the interactive controls; and

alter the conference based on the user input.

5. The system according to claim 1, wherein the computing module is further configured to cause the processor to:

determine differences between a first version of the document and a second version of the document edited during the conference; and

produce a redline document depicting the differences between the first version and the second version.

15. The system of claim 1, wherein the display of the at least two documents comprises a user view and a representative view, wherein certain information in the representative view is not provided in the user view, wherein the computing module is further configured to:

receive a third document from the user, wherein receiving the third document further comprises receiving a tag from the user marking the third document as private;

automatically identify data in the third document representing information relevant to the second document; and

automatically populate, the data from the third document into at least the second document;

wherein the third document tagged as private is visible to the user and not to the representative.

16. The system of claim 1, wherein the computing module is further configured to:

determine an additional participant for the conference;

invite the additional participant to the conference; and

establish an operative connection between an additional participant device of the additional participant and the system associated with the representative of the financial institution, such that the additional participant, the user, and the representative may conduct the conference.

6. A method for providing an interactive conference, the method comprising:

providing a processor for executing computer program code stored in a non-transitory computer-readable medium to cause the processor to;

determining that a first operative connection is being established between a first user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference;

determining that the user is a customer of the financial institution, wherein the user has one or more financial accounts at the financial institution comprising financial information of the user;

accessing the user'"'"'s financial information;

providing the user'"'"'s financial information to the user and the representative;

enabling the user to modify connectivity of the conference, wherein modifying the connectivity of the conference comprises;

receiving a selection of a second user device from the user, wherein the second user device is configured to enable the user to interact with the representative; and

receiving an indication from the user indicating whether to switch the conference from the first user device to the second user device and indicating whether to initiate dual-channel connectivity of the conference using the first user device and the second user device;

establishing a second operative connection between the second user device and the system based on determining that second user device has a predetermined level of enhanced security;

modifying the connectivity of the conference based on the received indication from the user by (i) switching the conference from the first user device to the second user device, or (ii) initiating the dual-channel connectivity of the conference using the first user device and the second user device;

providing a forms bank to the user and the representative, wherein the forms bank comprises a set of documents;

receiving a selection of at least two documents from the forms bank;

displaying at least two documents, wherein the at least two documents are viewable by both the user and the representative during the conference;

performing an optical character recognition process on a first document;

in response to the selection of a second document from the forms bank, automatically identifying data in the first document representing information relevant to the second document;

extracting the data from the first document;

in response to the identification and extraction of the data representing information relevant to the second document, automatically populating the data from the first document into at least the second document;

enabling the at least two documents to be edited by at least one of the user and the representative during the conference, wherein an edit comprises highlighting of text or graphics, tagging, or annotating; and

providing a summary of the conference to the user and the representative, wherein the summary comprises key words from the conference identified by the system, all documents discussed in the conference, and all accounts discussed in the conference.

7. The method of claim 6, comprising:

receiving a non-editable document; and

converting the non-editable document to an editable document, wherein converting comprises;

identifying that the non-editable document includes an URL for a webpage; and

activating the URL of the non-editable document to create an activated URL such that clicking the activated URL in the editable document automatically directs the user and/or the representative to the webpage.

8. The method of claim 6, wherein modifying the connectivity of the conference further comprises switching a communication channel of the conference to another new communication channel, wherein the new communication channel is chosen from a group comprising a textual communication channel, an audible communication channel, a visual communication channel and an audio-visual communication channel.

9. The method of claim 6, wherein the conference is a video conference, the method further comprising:

providing interactive controls for controlling the conference;

receiving user input from the interactive controls; and

altering the conference based on the user input.

10. The method of claim 6, the method further comprising:

determining differences between a first version of the document and a second version of the document edited during the conference; and

producing a redline document depicting the differences between the first version and the second version.

17. The method of claim 6, the method further comprising:

displaying the at least two documents, wherein the display comprises a user view and a representative view, wherein certain information in the representative view is not provided in the user view;

receiving a third document from the user, wherein receiving the third document further comprises receiving a tag from the user marking the third document as private;

automatically identifying data in the third document representing information relevant to the second document; and

automatically populating, the data from the third document into at least the second document;

wherein the third document tagged as private is visible to the user and not to the representative.

18. The method of claim 6, the method further comprising:

determining an additional participant for the conference;

inviting the additional participant to the conference; and

establishing an operative connection between an additional participant device of the additional participant and the system associated with the representative of the financial institution, such that the additional participant, the user, and the representative may conduct the conference.

11. A computer program product for providing an interactive conference, the computer program product comprising:

a non-transitory computer-readable medium comprising a set of codes for causing a computer to;

determine that a first operative connection is being established between a first user device of a user and a system associated with a representative of a financial institution, such that the user and the representative may conduct a conference;

determine that the user is a customer of the financial institution, wherein the user has one or more financial accounts at the financial institution comprising financial information of the user;

access the user'"'"'s financial information;

provide the user'"'"'s financial information to the user and the representative;

enable the user to modify connectivity of the conference, wherein modifying the connectivity of the conference comprises;

receiving a selection of a second user device from the user, wherein the second user device is configured to enable the user to interact with the representative; and

receiving an indication from the user indicating whether to switch the conference from the first user device to the second user device and indicating whether to initiate dual-channel connectivity of the conference using the first user device and the second user device;

establish a second operative connection between the second user device and the system based on determining that second user device has a predetermined level of enhanced security;

modify the connectivity of the conference based on the received indication from the user by (i) switching the conference from the first user device to the second user device, or (ii) initiating the dual-channel connectivity of the conference using the first user device and the second user device;

provide a forms bank to the user and the representative, wherein the forms bank comprises a set of documents;

receive a selection of at least two documents from the forms bank;

display the at least two documents, wherein the at least two documents are viewable by both the user and the representative during the conference;

perform an optical character recognition process on a first document;

in response to the selection of a second document from the forms bank, automatically identify data in the first document representing information relevant to the second document;

extract the data from the first document;

in response to the identification and extraction of the data representing information relevant to the second document, automatically populate, the data from the first document into at least the second document;

enable the at least two documents to be edited by at least one of the user and the representative during the conference, wherein an edit comprises highlighting of text or graphics, tagging, or annotating; and

provide a summary of the conference to the user and the representative, wherein the summary comprises key words from the conference identified by the system, all documents discussed in the conference, and all accounts discussed in the conference.

12. The computer program product of claim 11, wherein the non-transitory computer-readable medium further comprises a set of codes for causing a computer to:

receive a non-editable document; and

convert the non-editable document to an editable document, wherein converting comprises;

identifying that the non-editable document includes an URL for a webpage; and

activating the URL of the non-editable document to create an activated URL such that clicking the activated URL in the editable document automatically directs the user and/or the representative to the webpage.

13. The computer program product of claim 11, wherein the conference is a video conference, wherein the non-transitory computer-readable medium further comprises a set of codes for causing a computer to:

provide interactive controls for controlling the conference;

receive user input from the interactive controls; and

alter the conference based on the user input.

14. The computer program product of claim 11, wherein the non-transitory computer-readable medium further comprises a set of codes for causing a computer to:

determine differences between a first version of the document and a second version of the document edited during the conference; and

produce a redline document depicting the differences between the first version and the second version.

19. The computer program product of claim 11, wherein the non-transitory computer-readable medium comprised to display the at least two documents further comprises a set of codes for causing a computer to:

display of the at least two documents comprises, wherein the display comprises a user view and a representative view, wherein certain information in the representative view is not provided in the user view;

receive a third document from the user, wherein receiving the third document further comprises receiving a tag from the user marking the third document as private;

automatically identify data in the third document representing information relevant to the second document; and

automatically populate, the data from the third document into at least the second document;

wherein the third document tagged as private is visible to the user and not to the representative.

20. The computer program product of claim 11, wherein the non-transitory computer-readable medium further comprises a set of codes for causing a computer to:

determine an additional participant for the conference;

invite the additional participant to the conference; and

establish an operative connection between an additional participant device of the additional participant and the system associated with the representative of the financial institution, such that the additional participant, the user, and the representative may conduct the conference.