Communication disposition determination for unified recovery system for payments in arrears

US9088654B2 · kind B2 · 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
• Andrew Sheldon · Mountain Top, US
• Patrick B. Smith · Garland, US

Key dates

• Filing date: Nov 5, 2013
• Grant date: Jul 21, 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 within an entity. This representation focuses on customer products in arrears that are to be recovered. The invention requires disposition input from the system and the representative immediately after a customer communication. This way, the invention aids in providing an overarching view of all customer relationships to a representative. The automatic information regarding the communication includes the date, time of day, duration, and the like associated with the communication. The invention requires the representative to input manually a disposition from each communication, such as what was discussed during the communication. As such, the invention allows for subsequent representatives to make decision and take appropriate actions immediately based on the entire relationship, including the results of previous customer communications.