Enterprise fulfillment system with dynamic prefetching, secured data access, system monitoring, and performance optimization capabilities

• US 9,990,636 B1
• Filed: 11/25/2014
• Issued: 06/05/2018
• 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: Lewis, Warren Gavin, Proudfoot, Joseph H., Horst, Thomas M.
• Primary Examiner(s): Ouellette, Jonathan P
• Application Number:
  US14/552,793
• Time in Patent Office: 1,288 Days
• Field of Search: 705 11-912
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 30/016 After-sales

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. In addition, the system may provide security mechanisms to secure access to resources, including applications and data, based on applications, assigned user roles or user, activities, and access control configurations. Further, the system may dynamically allocate employees across teams based on system demand and provide secured access to the resources accordingly. In addition, the system includes an analytics engine that can dynamically modify the workflows, rules and other parameters of the system during operations in order to optimize system performance.

Claims

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

a request receiving engine, the request receiving engine connected to the one or more channels to receive the customer request;

a request processing engine for processing customer requests including pre-fetching a first set of data for the customer requests; and

an analytics engine for optimizing the performance of the fulfillment system, the analytics engine programmed to perform at least the following;

tracking performance of the fulfillment system;

retrieving data associated with processing the customer requests at the fulfillment system, including data associated with at least one customer request;

processing the retrieved data;

determining efficiency of at least one aspect of the fulfillment system, including determining how much of the first set of pre-fetched data is utilized in processing the customer requests;

automatically changing the amount of data to pre-fetch to process the customer requests from the first set to a second set; and

automatically optimizing at least one inefficient aspect of the fulfillment system by performing one or more optimization tasks.

2. The fulfillment system of claim 1, wherein the analytics engine further determines estimated costs for at least one aspect of the fulfillment system.

3. The fulfillment system of claim 2, wherein the estimated costs includes the total costs of processing the customer request received at the fulfillment system.

4. The fulfillment system of claim 1, wherein the aspect of the fulfillment system is at least one of a request type, channel, workflow and business unit.

5. The fulfillment system of claim 1, wherein the at least one optimization task, when performed, causes at least one business rule, workflow, or interaction policy to be modified.

6. The fulfillment system of claim 1, wherein the at least one optimization tasks, when performed, reduces expenses associated with the inefficient aspect of the fulfillment system.

7. The fulfillment system of claim 1, wherein the at least one optimization task, when performed, modifies or removes at least one manual processing step in processing a customer request.

8. The fulfillment system of claim 1, wherein the at least one optimization task, when performed, modifies operations associated with prefetching data in response to receiving a customer request.

9. The fulfillment system of claim 1, wherein the at least one optimization task, when performed, modifies operations associated with providing associates access to customer data, the modification altering data accessible to one or more associates.

10. The fulfillment system of claim 1, wherein the at least one optimization task, when performed, modifies associate training rules.

11. The fulfillment system of claim 1, wherein the data associated with processing the customer requests comprises at least one of the following:

request type;

processing unit;

workflow;

request resolution;

time duration to resolve the request;

associate; and

actions taken to resolve the request.

12. A computer-controlled method for optimizing the performance of a customer request fulfillment system, the method comprising the steps of:

tracking performance of the fulfillment system;

retrieving data associated with processing the customer requests at the fulfillment system, including data associated with pre-fetching information to process customer requests;

processing the retrieved data;

determining efficiency of at least one aspect of the fulfillment system, including determining how much of the pre-fetched information is utilized in processing the customer requests;

automatically changing the amount of information that is pre-fetched to process customer requests; and

automatically optimizing at least one inefficient aspect of the fulfillment system by performing one or more optimization tasks.

13. The method of claim 12, further comprising estimating costs for at least one aspect of the fulfillment system.

14. The method of claim 13, wherein the estimated costs includes the total costs in processing the customer request received at the fulfillment system.

15. The method of claim 12, wherein the aspect of the fulfillment system is at least one of a request type, channel, workflow and business unit.

16. The method of claim 12, further comprising modifying at least one business rule, workflow, or interaction policy.

17. The method of claim 12, wherein the step of automatically optimizing further comprises reducing expenses associated with the inefficient aspect of the fulfillment system.

18. The method of claim 12, wherein the step of automatically optimizing further comprises modifying or removing at least one manual processing step in processing a customer request.

19. The method of claim 12, wherein the step of automatically optimizing further modifying at least one operation associated with prefetching data in response to receiving a customer request.

20. The method of claim 12, wherein the step of automatically optimizing further modifying at least one operation associated with providing associates access to customer data, the modification altering data accessible to one or more associates.

21. The method of claim 12, wherein the step of automatically optimizing further modifying associate training rules.

22. The method of claim 12, wherein the step of retrieving the data utilized and generated by the fulfillment system includes retrieving at least one of the following:

request type;

processing unit;

workflow;

request resolution;

time duration to resolve the request;

associate; and

actions taken to resolve the request.