Customer touch point for real time sharing of transaction data between different customer interaction channels
First Claim
Patent Images
1. A computer-implemented method, comprising:
- receiving, from a web channel of an enterprise, current transaction data for a current transaction initiated by a user via a graphical user interface of the web channel that is provided for display to the user, the enterprise having multiple channels, each channel providing the user with a different type of interface for accessing a service offered by the enterprise;
identifying the user based on the received current transaction data;
identifying, based on the identified user, prior transaction data that is stored within a centralized database of the enterprise and that corresponds to one or more prior transactions initiated by the user via an interface of an additional channel of the enterprise that includes one of an in-store retail channel, an interactive voice response channel, a call center channel, a live person chat channel, an automated kiosk channel, and an automated chat channel;
determining, based on the received current transaction data and the prior transaction data, that the current transaction is a continuation of a prior transaction included in the one or more prior transactions, the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise;
selecting at least a portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise;
converting the selected portion of the prior transaction data from a common data format within the centralized database that is not specific to any one channel included in the multiple channels of the enterprise to a data format that is specific to the web channel of the enterprise;
sending the selected portion of the prior transaction data that was converted from the common data format to the web channel for processing the current transaction for the user; and
directing the web channel to adjust, based on the selected portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise, the processing of the current transaction by continuing the prior transaction in the graphical user interface of the web channel that is provided for display to the user.
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Abstract
Techniques and equipment for enabling a cross-channel real time awareness framework for capturing and sharing transaction data in real time for a user via an interface of a channel of an enterprise are disclosed. The captured transaction data are made accessible to other channels of the enterprise for processing transactions initiated by the user via an interface of the one of the other channels.
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Citations
20 Claims
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1. A computer-implemented method, comprising:
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receiving, from a web channel of an enterprise, current transaction data for a current transaction initiated by a user via a graphical user interface of the web channel that is provided for display to the user, the enterprise having multiple channels, each channel providing the user with a different type of interface for accessing a service offered by the enterprise; identifying the user based on the received current transaction data; identifying, based on the identified user, prior transaction data that is stored within a centralized database of the enterprise and that corresponds to one or more prior transactions initiated by the user via an interface of an additional channel of the enterprise that includes one of an in-store retail channel, an interactive voice response channel, a call center channel, a live person chat channel, an automated kiosk channel, and an automated chat channel; determining, based on the received current transaction data and the prior transaction data, that the current transaction is a continuation of a prior transaction included in the one or more prior transactions, the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; selecting at least a portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; converting the selected portion of the prior transaction data from a common data format within the centralized database that is not specific to any one channel included in the multiple channels of the enterprise to a data format that is specific to the web channel of the enterprise; sending the selected portion of the prior transaction data that was converted from the common data format to the web channel for processing the current transaction for the user; and directing the web channel to adjust, based on the selected portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise, the processing of the current transaction by continuing the prior transaction in the graphical user interface of the web channel that is provided for display to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system, comprising:
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a network communication device configured to exchange data communications through a communication network of an enterprise having multiple channels, the communication network including a centralized database accessible to the network communication device; a processor coupled to the network communication device; a storage device accessible to the processor; and an application program in the storage device, the application program including a plurality of functions, wherein execution of the application program by the processor configures an application server to exchange data communications related to the plurality of functions with one or more client devices through the communication network, wherein the processor is configured to perform functions, including functions to; receive, from a web channel of the enterprise, transaction data for a transaction initiated by a user via a graphical user interface of the web channel that is provided for display to the user, the enterprise having multiple channels, each channel providing the user with a different type of interface for accessing a service offered by the enterprise; identify the user based on the received transaction data for the transaction initiated in the graphical user interface of the web channel; identify, based on the identified user, prior transaction data that is stored within the centralized database and that corresponds to one or more prior transactions initiated by the user via an interface of an additional channel of the enterprise that includes one of an in-store retail channel, an interactive voice response channel, a call center channel, a live person chat channel, an automated kiosk channel, and an automated chat channel; determine, based on the received transaction data for the transaction initiated in the interface of the web channel and the prior transaction data that corresponds to one or more prior transactions initiated in the interface of the additional channel, that the transaction is a continuation of a prior transaction included in the one or more prior transactions, the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; select a portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; convert the selected portion of the prior transaction data from a common data format within the centralized database that is not specific to any one channel included in the multiple channels of the enterprise to a data format that is specific to the web channel of the enterprise; send the selected portion of the prior transaction data that was converted from the common data format to the web channel for processing the current transaction for the user; and direct the web channel to adjust, based on the selected portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise, the processing of the transaction by continuing the prior transaction in the graphical user interface of the web channel that is provided for display to the user. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification