Unified recovery system communication history tracking for payments in arrears

US8971516B1 · kind B1 · utility

Assignee

• Bank of America Corporation · US

Inventors

• Michael John Blatteau, Jr. · Townsend, US
• Michael Fleischer · Double Oak, US
• Ryan Scott Heller · Middletown, US
• Hudson Philip Hoen, IV · Wegberg, DE
• Sethu V. Iyer · Kennett Square, US
• Hari Madala · Pittsburgh, US
• Patrick B. Smith · Garland, US

Key dates

• Filing date: Nov 5, 2013
• Grant date: Mar 3, 2015
• Expiry date: Nov 5, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/408
• WIPO field: Telecommunications
• 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 automatic communication history tracking to aid in providing an overarching view of all customer relationships to a representative. This automatic communication history tracking monitors all communications, manual or automatic, incoming or outgoing. The tracking monitors the date, time, disposition, and the like of all customer communications. As such, the invention allows the representative to make decision and take appropriate actions immediately based on the entire relationship, including customer communication history. The invention takes this information and incorporates it with all of the customer's relationships and external factors to provide a holistic customer service experience for a customer with accounts in arrears.