Providing a record of an interactive conference

• US 9,754,320 B2
• Filed: 10/15/2012
• Issued: 09/05/2017
• 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, Han, Wanwen, Jones, Alicia C., Liu, Su, Park-Hur, Cameron Jungeun, Rachmel, Nir, Streja, Lynn, Votaw, Elizabeth S.
• Primary Examiner(s): Fleischer, Mark A
• Application Number:
  US13/652,120
• Publication Number:
  US 20140108288A1
• Time in Patent Office: 1,786 Days
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: H04N 7/155 involving storage of or access to video conference sessions tracking arrangements for later retrieval of a computer conference content or participants activities H04L12/1831

Abstract

Embodiments of the invention are directed to systems, methods, and computer program products for providing a record of an interactive conference, such as a video conference. The systems, methods, and computer program products determine that an operative connection has been 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 are conducting a conference; identify a document referenced during the conference; capture at least a portion of the conference in a record; associate the document with the record; and store the record. Customers of financial institutions desire to have records of their interactions with representatives of the financial institution and the embodiments of this invention assist the customer in maintaining and organizing those records.

Claims

1. A system for providing a record of 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 has been established between a first user device of a first user and a system associated with a representative of a financial institution, such that the first user and the representative are conducting a conference;

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

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

receiving an indication from the first user, via the first user device, to initiate a 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 a determination that the second user device has a predetermined level of enhanced security;

modify the connectivity of the conference based on the received indication from the first user to initiate the dual-channel connectivity of the conference;

identify a document referenced during the conference, wherein the document is not in a searchable or editable format;

capture at least a portion of the conference as an audio record;

transcribe the audio record into a searchable audio text transcription, wherein the audio text transcription is stored in a conference record;

convert text of the document into a searchable and editable format using an optical character recognition process and store the converted text of the document in the conference record;

receive, during the conference, from one of the first device, the second device, or the system associated with the representative, a highlighting tag comprising a start time and an end time within a duration of the conference, wherein the highlighting tag comprises an indication of an important segment of the conference;

identify a highlighted section of the audio text transcription associated with the start time and the end time of the highlighting tag and store the highlighted section of the audio text transcription in the conference record;

identify a highlighted section of the document associated with the start time and the end time of the highlighting tag and store the highlighted section of the document in the conference record;

prompt a user interface of the first user device to display the converted text of the document and the searchable audio text transcription;

prompt a user interface of the second user device to display the converted text of the document and the searchable audio text transcription;

receive a first edit to the searchable audio text transcription from the first user or the second user;

receive a second edit to the converted text of the document from the first user or the second user;

associate the first edit with the searchable audio text transcription to create an edited audio text transcription;

associate the second edit with the converted text of the document to create an edited document;

store the edited document and the edited audio text transcription in the conference record; and

provide a summary of the conference to the first user device and the second user device, wherein the summary of the conference comprises at least the conference record.

2. The system of claim 1, wherein the computing module is further configured to cause the computer processor to apply the first edit and the second edit to all existing copies of the conference record.

3. The system of claim 1, wherein the first edit and the second edit are selected from a group consisting of an annotation, a voice note, a text note, a tag, and a link.

4. A computer implemented method for providing a record of an interactive conference, the method comprising:

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

determine that a first operative connection has been established between a first user device of a first user and a system associated with a representative of a financial institution, such that the first user and the representative are conducting a conference;

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

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

receiving an indication from the first user, via the first user device, to initiate a 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 a determination that the second user device has a predetermined level of enhanced security;

identify a document referenced during the conference, wherein the document is not in a searchable or editable format;

capture at least a portion of the conference as an audio record;

transcribe the audio record into a searchable audio text transcription, wherein the audio text transcription is stored in a conference record;

convert text of the document into a searchable and editable format using an optical character recognition process and store the converted text of the document in the conference record;

receive, during the conference, from one of the first device, the second device, or the system associated with the representative, a highlighting tag comprising a start time and an end time within a duration of the conference, wherein the highlighting tag comprises an indication of an important segment of the conference;

identify a highlighted section of the audio text transcription associated with the start time and the end time of the highlighting tag and store the highlighted section of the audio text transcription in the conference record;

identify a highlighted section of the document associated with the start time and the end time of the highlighting tag and store the highlighted section of the document in the conference record;

prompt a user interface of the first user device and to display the converted text document and the searchable audio text transcription;

prompt a user interface of the second user device to display the converted text of the document and the searchable audio text transcription;

receive a first edit to the searchable audio text transcription from the first user or the second user;

receive a second edit to the converted text of the document from the first user or the second user;

associate the first edit with the searchable audio text transcription to create an edited audio text transcription;

associate the second edit with the converted text of the document to create an edited document store the edited text of the document and the edited audio text transcription in the conference record; and

provide a summary of the conference to the first user device and the second user device, wherein the summary of the conference comprises at least the conference record.

5. The computer implemented method of claim 4, wherein the computer program code is further configured to cause the processor to apply the first edit and the second edit to all existing copies of the conference record.

6. The computer implemented method of claim 4, wherein the first edit and the second edit are selected from a group consisting of an annotation, a voice note, a text note, a tag, and a link.

7. A computer program product for providing a record of an interactive conference, the computer program product comprising:

a non-transitory computer-readable medium storing instructions that when executed by a computer performs the following steps;

determine that a first operative connection has been established between a first user device of a first user and a system associated with a representative of a financial institution, such that the first user and the representative are conducting a conference;

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

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

receiving an indication from the first user, via the first user device, to initiate a 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 a determination that the second user device has a predetermined level of enhanced security;

identify a document referenced during the conference, wherein the document is not in a searchable or editable format;

capture at least a portion of the conference as an audio record;

transcribe the audio record into a searchable audio text transcription, wherein the audio text transcription is stored in a conference record;

convert text of the document into a searchable and editable format using an optical character recognition process and store the converted text of the document in the conference record;

receive, during the conference, from one of the first device, the second device, or the system associated with the representative, a highlighting tag comprising a start time and an end time within a duration of the conference, wherein the highlighting tag comprises an indication of an important segment of the conference;

identify a highlighted section of the audio text transcription associated with the start time and the end time of the highlighting tag and store the highlighted section of the audio text transcription in the conference record;

identify a highlighted section of the document associated with the start time and the end time of the highlighting tag and store the highlighted section of the document in the conference record;

prompt a user interface of the first user device and to display the converted text document and the searchable audio text transcription;

prompt a user interface of the second user device to display the converted text of the document and the searchable audio text transcription;

receive a first edit to the searchable audio text transcription from the first user or the second user;

receive a second edit to the converted text of the document from the first user or the second user;

associate the first edit with the searchable audio text transcription to create an edited audio text transcription;

associate the second edit with the converted text of the document to create an edited document store the edited text of the document and the edited audio text transcription in the conference record; and

provide a summary of the conference to the first user device and the second user device, wherein the summary of the conference comprises at least the conference record.

8. The computer program product of claim 7, wherein the non-transitory computer-readable medium further comprises instructions for causing the computer to perform the step of applying the first edit and the second edit to conference the record to all existing copies of the conference record.

9. The computer program product of claim 7, wherein the first edit is an annotation.

10. The computer program product of claim 7, wherein the first edit is a voice note.

11. The computer program product of claim 7, wherein the first edit is a text note.

12. The computer program product of claim 7, wherein the first edit is a tag, and a link.

13. The computer program product of claim 7, wherein the first edit is a link.

14. The computer program product of claim 7, wherein the second edit is an annotation.

15. The computer program product of claim 7, wherein the second edit is a voice note.

16. The computer program product of claim 7, wherein the second edit is a text note.

17. The computer program product of claim 7, wherein the second edit is a tag.

18. The computer program product of claim 7, wherein the second edit is a link.