User interface for presenting relevant questions to representative

US10417642B2 · kind B2 · utility

Assignee

• Bank of America Corporation · US

Inventors

• Andrew Sheldon · Mountain Top, US
• Brian J. Dunne · Medford, US
• Hudson Philip Hoen, IV · Wegberg, DE

Key dates

• Filing date: Nov 5, 2013
• Grant date: Sep 17, 2019
• Expiry date: Jun 10, 2034

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/03
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.