System and method for integrated customer management

• US 6,965,865 B2
• Filed: 12/30/1999
• Issued: 11/15/2005
• Est. Priority Date: 12/30/1999
• Status: Expired due to Term

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: Bank One Delaware NA (JP Morgan Chase & Co)
• Inventors: Pletz, Tracy, Callahan, William T.
• Primary Examiner(s): Elisca, Pierre E.
• Application Number:
  US09/474,771
• Publication Number:
  US 20020046086A1
• Time in Patent Office: 2,147 Days
• Field of Search: 709/204, 709/206, 709/227, 709/223, 370/356, 379/201, 379/209, 379/216, 379/265, 707/1, 707/100, 705/1, 705/8, 705/11, 705/16, 705/26, 705/27
• US Class Current: 705/346
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer'"'"'s transaction history and other factors.

Claims

1. A method for customer inquiry management via an automated management system, wherein the automated management system includes a programmable management server comprising a customer database and a resource repository, the method comprising:

(a) receiving customer service representative access information from a customer service representative upon access to the system by the customer service representative, wherein a previously stored profile of the customer service representative is retrieved using at least some of the access information;

(b) assigning the customer service representative to perform one or more unique, predefined roles based on the customer service representative'"'"'s profile, wherein the role assignment is based on the customer service representative'"'"'s qualifications stored in the profile, including training, expertise and language fluency, wherein further the role comprises advisor, researcher, quality assurance representative, librarian or administrator, wherein further role assignment is based on the most appropriately qualified customer service representative that is accessing the system for that role;

(c) thereafter receiving an inquiry from a customer;

(d) routing the inquiry to a customer service representative previously assigned to the role of an advisor, wherein the advisor generates a research request based on the inquiry;

(e) submitting the research request to a resource repository;

(f) searching the resource repository for potential solutions, resources or other information in response to the inquiry;

(g) assigning a level of match of the research request in relation to the information available in the resource repository based on the search of the resource repository; and

(h) responding to the inquiry based upon the level of match.

2. The method of claim 1, wherein the management server is capable of communicating with the customer via at least one communication channel communication channel comprises the public switched telephone network (PSTN), an ACD, a PBX, the Internet, fax, Ethernet, or a wireless communication channel.

3. The method of claim 1, wherein responding to the inquiry comprises automatically assigning the research request to a customer service representative assigned to the role of researcher for further research if the level of match fulfills at least one predetermined condition.

4. The method of claim 3, wherein at least one predetermined condition relates to a level of match of zero, indicating no response located in the resource repository in response to the research request, and at least one other predetermined condition relates to a level of match greater than one, indicating more than one response located in the resource repository in response to the research request.

5. The method of claim 3, further comprising:

(j) performing research to determine a response to the research request;

(k) obtaining approval from a customer service representative assigned to the role of quality assurance representative that the response is substantially correct, wherein the quality assurance representative optionally edits the response; and

(l) sending the optionally edited response to the customer by the researcher upon approval by the quality assurance representative.

6. The method of claim 1, wherein sending the response comprises responding to the customer via email, voice mail, video call, or fax transmission.

7. The method of claim 1, wherein responding to the inquiry comprises responding to the inquiry by the advisor if no predetermined condition is fulfilled.

8. The method of claim 1, further comprising:

(i) receiving customer identification information from the customer; and

(j) retrieving customer information previously stored in the customer database by use of at least some of the customer identification information; and

(k) displaying at least some customer information on a display screen at the workstation of the advisor.

9. The method of claim 8, wherein customer information comprises at least one of customer name, customer account numbers, customer address, customer telephone numbers, customer service history, and customer account usage.

10. The method of claim 9, wherein the advisor is capable of updating customer information stored in the customer database.

11. The method of claim 8, wherein the management server automatically provides one or more scripts for display at a display screen of the workstation of the advisor based upon at least some retrieved customer information.

12. The method of claim 1, wherein only a customer service representative assigned to the role of librarian performs at least one of maintaining and updating information stored in the resource repository.

13. The method of claim 1, wherein only a customer service representative assigned to the role of administrator maintains the operation of the automated management system.

14. The method of claim 1, wherein each of the roles of advisor, researcher, quality assurance representative, librarian or administrator has at least one assigned customer service representative during operation of the automated management system.

15. An automated customer inquiry system, including a programmable management server comprising a customer database, an assignment module, and a resource repository, the system comprising:

(a) a customer service representative assignment unit for receiving customer service representative access information from a workstation of a customer service representative upon access to the system by the customer service representative, and for assigning the customer service representative to perform one or more unique, predefined roles based on the customer service representative'"'"'s profile stored in the assignment unit, wherein the profile is retrieved using at least some of the access information;

(b) an inquiry receiving unit for receiving an inquiry from a customer at a customer access device, wherein the management server is capable of communicating with the customer access device via at least one communication channel;

(c) an inquiry routing unit for routing the inquiry to a customer service representative previously assigned to the role of an advisor, wherein the advisor generates a research request based on the inquiry;

(d) a research request routing unit for submitting the research request to a resource repository;

(e) a search unit for searching the resource repository for potential solutions, resources or other information in response to the inquiry;

(f) a search result assignment unit for assigning a level of match of the research request in relation to the information available in the resource repository based on the result of the search of the resource repository; and

(g) a submission unit for automatically submitting the inquiry to a researcher if the level of match is zero, indicating no responses located from the search of the resource repository, or if the level of match is greater than one, indicating more than one response is located from the search of the resource repository; and

wherein the customer service representative role assignment is based on that customer service representative'"'"'s qualifications, including training, expertise and language fluency, wherein further the assigned role comprises advisor, researcher, quality assurance representative, librarian or administrator, wherein further role assignment is based on the most appropriately qualified customer service representative accessing the system for that role.