Enterprise fulfillment system with dynamic prefetching capabilities

• US 9,697,524 B1
• Filed: 05/24/2012
• Issued: 07/04/2017
• Est. Priority Date: 05/24/2012
• Status: Active Grant

• 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: Fischer, Lewis, Lewis, Warren Gavin, Fisher, Michael P.
• Primary Examiner(s): Ouellette, Jonathan
• Application Number:
  US13/480,068
• Time in Patent Office: 1,867 Days
• Field of Search: 705 11-912
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

Systems and methods for providing services to customers in response to customer requests received through one or more channels are disclosed. The present invention provides for a central fulfillment hub in which all requests from banking customers may be processed by applying a library of policies to systematically resolve the customer requests or engage resources necessary to resolve such requests. Resources, data, and other information compartmentalized in individual business unit systems may be dynamically retrieved as necessary to fulfill the customer request and such retrieval is completed prior to any processing of the customer request for resolution. The disclosed fulfillment system, thus, may open a request, prefetch the necessary information, take steps to resolve the request, and close the request accordingly in a dynamic and efficient manner on a request-by-request basis.

Claims

1. A fulfillment system for providing services to a customer in response to a customer request through one or more communication channels, the fulfillment system comprising:

non-transitory computer memory storing at least executable instructions and a database comprising a plurality of interaction applications;

at least one computer processor executing at least the stored executable instructions to perform a plurality of functions, including functions associated with a request receiving engine and a request processing engine;

the request receiving engine including a plurality of interaction applications to support a plurality of communication channel types and each of the interaction applications including a plurality of executable interaction policies;

wherein the request receiving engine is connected to the one or more communication channels to perform at least the following in response to receiving the customer request;

selecting at least one interaction application based at least on the one or more communication channels; and

executing at least one executable interaction policy based at least on the customer request received over the one or more communication channels, wherein executing comprises determining a format of the customer request and based on the determined format, converting the format of the customer request to another format;

a request processing engine programmed to automatically perform at least the following in response to receiving the customer request over the one or more communication channels;

receiving the customer request from the request receiving engine;

analyzing the customer request to determine customer information necessary to fulfill the customer request and to select at least one policy from a policy database, said analyzing and selecting based on the customer request and the one or more communication channels;

collecting the customer information from at least a plurality of business unit engines based on the step of analyzing and the selected at least one policy; and

processing the customer request based on the collected customer information.

2. The fulfillment system of claim 1, wherein the request processing engine is further programmed to open a customer request record in response to receiving the customer request information from the request receiving engine.

3. The fulfillment system of claim 2, wherein the request processing engine is programmed to automatically perform the step of analyzing and collecting in response to the opening of a customer request record.

4. The fulfillment system of claim 1, wherein the request processing engine is further programmed to automatically collect at least all customer information necessary to fulfill the customer request before processing the customer request.

5. The fulfillment system of claim 1, wherein the customer request is generated without a request by the customer.

6. The fulfillment system of claim 1, wherein the request processing engine is further programmed to collect at least a portion of the customer information necessary to fulfill the customer request from an external system.

7. The fulfillment system of claim 6, wherein the external system a financial institution system or a regulatory agency system.

8. The fulfillment system of claim 1, wherein the request processing engine is programmed to collect the customer information based on at least one of the following:

customer account information;

customer transaction history;

customer preferences;

service level agreement information;

customer request type; and

system collection policies.

9. The fulfillment system of claim 1, wherein the request processing engine is further programmed to authenticate the customer in collecting the customer information.

10. The fulfillment system of claim 1, wherein the request processing engine is further programmed to automatically resolve customer requests without approval from an associate.

11. The fulfillment system of claim 1, further comprising an associates engine for presenting the customer information to an associate, the associates engine is programmed to allow the associate to resolve the customer request in response to the presented customer information.

12. The fulfillment system of claim 11, wherein the request processing engine processes the customer request by at least performing the step of automatically communicating the customer information to the associates engine in response to collecting the customer information.

13. The fulfillment system of claim 11, wherein the presented customer information comprises at least all information necessary to resolve the customer request.

14. The fulfillment system of claim 1, wherein each of the plurality of business unit engines is associated with a business unit of a financial institution.

15. The fulfillment system of claim 14, wherein each of the plurality of business unit engine further comprises a business unit database that stores at least a portion of the customer information, and wherein the request processing engine collects the customer information from the business unit database at at least one of the plurality of business unit engine.

16. The fulfillment system of claim 1, wherein the service processing engine further automatically generates, in response to the processing of the customer request, at least one additional request for a plurality of other customers based on the processed customer.

17. A computer-controlled method for providing services to a customer in response to a customer request through one or more communication channels at a fulfillment system, the fulfillment system including non-transitory computer memory storing at least executable instructions and a database comprising a plurality of interaction applications to support a plurality of communication channel types, each of the interaction applications including a plurality of executable interaction policies, and at least one processing unit executing at least the stored executable instructions, the method comprising the steps of:

receiving, using the at least one processing unit, the customer request at the one or more communication channels;

selecting at least one interaction application based at least on the one or more communication channels

executing at least one executable interaction policy based at least on the customer request received over the one or more communication channels, wherein executing comprises determining a format of the customer request and based on the determined format, converting the format of the customer request to another format;

wherein, in response to receiving the customer request at the one or more communication channels, the at least one processing unit is programmed automatically perform at least the following;

analyzing, using the at least one processing unit, the customer request to determine customer information necessary to fulfill the customer request and to select at least one policy from a policy database, said analyzing and selecting based on the customer request and the one or more communication channels;

collecting the customer information from at least a plurality of business units, the collecting based on the step of analyzing and the selected at least one policy, wherein the customer information is stored in memory at at least one business unit of the plurality of business units; and

processing, using the at least one processing unit, the customer request based on the collected customer information.

18. The method of claim 17, further comprising the step of automatically opening a customer request record in response to receiving the customer request information.

19. The method of claim 17, further comprising the step of collecting the customer information from an external financial system.

20. The method of claim 17, wherein the collected customer information is at least all customer information required to fulfill the customer request.

21. The method of claim 17, wherein the step of collecting is performed according to at least one of the following:

customer account information;

customer transaction history;

customer preferences;

service level agreement information;

customer request type; and

system collection policies.

22. The method of claim 17, further comprising the step of collecting the customer information to authenticate the customer.

23. The method of claim 17, further comprising the step of automatically resolving customer requests without approval from an associate.

24. The method of claim 17, further comprising the step of generating a list of operations to be performed to resolve the customer request.

25. The method of claim 17, further comprising the step of automatically generating, in response to the processing of the customer request, at least one additional request for a plurality of other customers based on the processed customer request.

26. The method of claim 17, further comprising the step of generating the customer request without a request from the customer.

27. The method of claim 17, further comprising the step of presenting the customer information to an associate, the associate resolving the customer request in response to the customer information presented.

28. The method of claim 27, the customer information presented to the associate comprises at least all information necessary to resolve the customer request.

29. The method of claim 28, wherein all customer information necessary to resolve the customer request is presented to the associate in a unified user interface.

30. A fulfillment system for providing services to a customer in response to a customer request through one or more communication channels, the fulfillment system comprising:

non-transitory computer memory storing at least executable instructions and a database comprising a plurality of interaction applications;

at least one computer processor executing at least the stored executable instructions to perform a plurality of functions, including functions associated with a request receiving engine and a request processing engine, the request receiving engine including a plurality of interaction applications to support a plurality of communication channel types and each of the interaction applications including a plurality of executable interaction policies;

wherein the request receiving engine is connected to the one or more communication channels to perform at least the following in response to receiving the customer request;

selecting at least one interaction application based at least on the one or more communication channels; and

executing at least one executable interaction policy based at least on the customer request received over the one or more communication channels, wherein executing comprises determining a format of the customer request and based on the determined format, converting the format of the customer request to another format;

a request processing engine programmed to automatically perform at least the following in response to receiving the customer request over the one or more communication channels;

receiving the customer request from the request receiving engine; and

opening a customer request record in response to receiving the customer request information;

analyzing the customer request to determine customer information necessary to select at least one policy from a policy database, said analyzing and selecting based on the customer request, the one or more communication channels, and to fulfill the customer request based on at least one of the following;

customer account information,

customer transaction history,

customer preferences,

customer request type, and

system collection policies;

collecting at least a portion of all customer information necessary to fulfill the customer request from at least a plurality of business unit engines associated with a business unit of a financial institution, the collecting performed based on the step of analyzing and the selected at least one policy;

collecting at least a portion of all customer information necessary to fulfill the customer request from an external financial system; and

processing the customer request based on the collected customer information;

automatically generating at least one additional request in response to the processing of the customer request, the at least one additional request for a plurality of other customers based on the processed customer request; and

an associates engine for presenting the customer information to an associate, the associates engine programmed to automatically perform at least the following in response to receiving the customer request over the one or more communication channels;

receiving collected customer information from the request processing engine;

presenting the at least a portion of all collected customer information necessary to resolve the customer request; and

performing operations to resolve the customer request in response to the actions of the associate.