U.S. patent application number 13/836598 was filed with the patent office on 2014-09-18 for real time order and activation processing system.
This patent application is currently assigned to Simplexity, LLC. The applicant listed for this patent is Simplexity, LLC. Invention is credited to Frank Bennett, Vic Hugo, Kevin O'Riordan, Neil Ryan, Tim Weisbrod, Grant Yoder, Andy Zeinfeld.
Application Number | 20140279280 13/836598 |
Document ID | / |
Family ID | 51532493 |
Filed Date | 2014-09-18 |
United States Patent
Application |
20140279280 |
Kind Code |
A1 |
Bennett; Frank ; et
al. |
September 18, 2014 |
REAL TIME ORDER AND ACTIVATION PROCESSING SYSTEM
Abstract
Methods and systems are provided for utilizing interactive UI
dialogs to resolve issues that may arise during the real-time
ordering and activation of wireless products and services while a
user is engaged during their session. The interactive UI dialogs
may provide a customer with an opportunity to provide information,
make decisions or trigger additional steps during the real time
order.
Inventors: |
Bennett; Frank; (McLean,
VA) ; Weisbrod; Tim; (Arlington, VA) ; Ryan;
Neil; (Broadlands, VA) ; Hugo; Vic;
(Arlington, VA) ; Zeinfeld; Andy; (Ashburn,
VA) ; O'Riordan; Kevin; (Washington, DC) ;
Yoder; Grant; (Arlington, VA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Simplexity, LLC |
Reston |
VA |
US |
|
|
Assignee: |
Simplexity, LLC
Reston
VA
|
Family ID: |
51532493 |
Appl. No.: |
13/836598 |
Filed: |
March 15, 2013 |
Current U.S.
Class: |
705/26.82 |
Current CPC
Class: |
G06Q 20/401 20130101;
G06Q 30/0601 20130101; G06Q 20/4016 20130101; G06Q 30/0631
20130101; G06Q 20/40 20130101; G06Q 30/0613 20130101; G06Q 30/0637
20130101 |
Class at
Publication: |
705/26.82 |
International
Class: |
G06Q 30/06 20060101
G06Q030/06 |
Claims
1. A computer-implemented method for providing an interactive real
time wireless carrier approval and ordering program for wireless
products and services, the method comprising the
computer-implemented steps of: receiving an order with an
indication of a selected wireless product from a database of
available wireless products; validating the order with one or more
validation routines; transmitting the validated order to one or
more systems for processing; generating an interactive dialog if
the validated order encounters a condition that requires input from
a customer during the automated processing; providing the
interactive dialog to a dynamic user interface; receiving the
customer input via the interactive dialog; and transmitting the
customer input continuously to the one or more systems for
additional processing, wherein, the customer is engaged during the
method.
2. The computer-implemented method of claim 13, wherein the
validation routines are selected from the group consisting of: risk
assessments, port eligibility checks, fraud, unable to reserve the
selected wireless product, other errors and combinations
thereof.
3. The computer-implemented method of claim 13, wherein the
interactive UI are selected from a group consisting of: custom
interactions, resubmission interactions, chat interactions, click
to call interactions, auto cancel interactions, cancel via chat
interactions, other interactions and combinations thereof.
4. The computer-implemented method of claim 13, wherein
continuously engaged is a single user session.
5. The computer-implemented method of claim 13, wherein method is
performed in real-time.
6. The computer-implemented method of claim 13, further comprising
a subsequent interactive dialog providing the interactive dialog to
a dynamic user interface; receiving the customer input via the
interactive dialog; and transmitting the customer input
continuously to the one or more systems for additional processing,
for any subsequent encounter of a condition.
7. A system for providing an interactive real time wireless carrier
approval and ordering program for wireless products, the system
comprising: a memory coupled to a processor; the processor operable
to execute a program; the program stored in the memory and
executable by the processor, the program being operable to
receiving an order with an indication of a selected wireless
product from a database of available wireless products; validating
the order with one or more validation routines; transmitting the
validated order to one or more systems for processing; generating
an interactive dialog if the validated order encounters a condition
that requires input from a customer during the automated
processing; providing the interactive dialog to a dynamic user
interface; receiving the customer input via the interactive dialog;
and transmitting the customer input continuously to the one or more
systems for additional processing, wherein, the customer is engaged
during the method.
8. The system of claim 19, wherein the validation routines are
selected from the group consisting of: risk assessments, port
eligibility checks, fraud, unable to reserve the selected wireless
product, other errors and combinations thereof.
9. The system of claim 19, wherein the interactive user interface
are selected from a group consisting of: custom interactions,
resubmission interactions, chat interactions, click to call
interactions, auto cancel interactions, cancel via chat
interactions, other interactions and combinations thereof.
10. The system of claim 19, wherein continuously engaged is a
single user session.
11. The system of claim 19, wherein method is performed in
real-time.
12. The system of claim 19, further comprising a subsequent
interactive dialog providing the interactive dialog to a dynamic
user interface; receiving the customer input via the interactive
dialog; and transmitting the customer input continuously to the one
or more systems for additional processing, for any subsequent
encounter of a condition.
Description
FIELD OF THE INVENTION
[0001] The present invention relates generally to the fields of
Software as a Service (SaaS) applications and electronic commerce
for the purchase and activation of wireless devices, wireless
services and/or accessories. More specifically, the invention
relates to systems and methods for providing an interactive issue
resolution dialog prompt to address issues that arise during
customer interactions with a real-time order processing system
while the customer is engaged.
BACKGROUND OF THE INVENTION
[0002] Wireless service providers are constantly racing to provide
customers with the latest wireless devices, wireless service plans
and/or accessories associated with wireless devices or wireless
service plans ("Wireless Product"). Popular mechanisms for offering
these Wireless Products to customers are via the use of purchase
and activation portals ("portal") that may be accessible online or
via terminals located in retail stores. Before customers decide to
purchase, upgrade or renew (collectively "Purchase") Wireless
Products, they are often interested to find out whether they are
eligible for an upgrade to their existing Wireless Products or
whether they meet a wireless carrier's eligibility for new Wireless
Products. For example, conventionally, if a customer such as a
post-paid customer (customers that receive monthly bills for the
phone service, unlike pre-paid customers, who must pay for their
service first before their phones will work) wants to determine
their eligibility for new Wireless Products, they may have to
select a particular wireless carrier; contact the select wireless
carrier; provide the wireless carrier's customer service
representative ("CSR") with the customer's appropriate information,
including the customer's name, address, Social Security number and
driver's license (or state ID) number; receive a response from the
CSR, after the CSR runs the customer's credit to determine whether
the customer will require a deposit to open a new line of service
or whether the customer is approved for the Wireless Product. At
this point, the customer may then select a desired Wireless Product
for purchase from the CSR. Conventional systems for the purchase of
Wireless Products may provide a single wireless carrier
pre-approval while customers are logged on to their websites prior
to orders for Wireless Products being submitted. These conventional
systems may also prevent orders from being submitted if wireless
carrier systems are unavailable. These conventional systems may
also process orders for Wireless Products after a customer has
disengaged or logged off from the online portal or if their session
has ended. Any issues that arise from these orders that may require
the intervention of a CSR may necessitate the CSR to contact the
customer via a telephone call, email or letter to resolve the
issues. This often leads to delays in shipment of the Wireless
Products, increased customer service inquires and costs and a
reduction in the number of Wireless Products that may be
activated.
SUMMARY OF THE INVENTION
[0003] The invention provides a Real-Time Approval and Order
Processing ("RTOP") system. RTOP provides a UI with interactive
issue resolution dialogs that allow a customer to provide
information, make decisions and/or trigger additional steps in RTOP
workflow while the customer is engaged. RTOP may also provide the
ability to process approval immediately after orders are submitted
by a customer. RTOP can also accept orders for processing in the
future that are submitted when the third party systems are
unavailable. Any orders received by RTOP while the third-party
systems are unavailable may be automatically processed once these
third-party systems are available. After processing these orders,
RTOP may send appropriate notifications to customers who placed
these orders.
[0004] Embodiments of the present invention may include a system
for providing an interactive real time wireless carrier approval
and ordering program for wireless products. The system includes a
memory coupled to a processor; the processor operable to execute a
program; the program stored in the memory and executable by the
processor, the program being operable to providing a database of
available wireless products from a plurality of wireless service
providers for selection by a customer; receiving an order with an
indication of a selected wireless product from the available
wireless products via a web browser; storing the order in a
database; validating the stored order with one or more validation
routines; transmitting the validated order to one or more systems
for processing; generating an interactive dialog if the validated
order encounters a condition that requires input from the customer
during the processing; displaying the interactive dialog on a
dynamic UI in the web browser; receiving the customer input via the
interactive dialog; and transmitting the customers input to the
server for additional processing wherein, the customer is
engaged.
[0005] Embodiments of the present invention may include a
computer-implemented method for providing an interactive real time
wireless carrier approval and ordering program for wireless
products. The method capable of performing at least the following
steps of: providing a database of available wireless products from
a plurality of wireless service providers for selection by a
customer; receiving an order with an indication of a selected
wireless product from the available wireless products via a web
browser; storing the order in a database; validating the stored
order with one or more validation routines; transmitting the
validated order to one or more systems for processing; generating
an interactive dialog if the validated order encounters a condition
that requires input from the customer during the processing;
displaying the interactive dialog on a dynamic UI in the web
browser; receiving the customer input via the interactive dialog;
and transmitting the customers input to the server for additional
processing wherein, the customer is engaged.
[0006] Additional features, advantages, and embodiments of the
invention are set forth or apparent from consideration of the
following detailed description, drawings and claims. Moreover, it
is to be understood that both the foregoing summary of the
invention and the following detailed description are exemplary and
intended to provide further explanation without limiting the scope
of the invention as claimed.
BRIEF DESCRIPTION OF THE DRAWINGS
[0007] The accompanying drawings, which are included to provide a
further understanding of the invention and are incorporated in and
constitute a part of this specification, illustrate preferred
embodiments of the invention and together with the detailed
description serve to explain the principles of the invention. In
the drawings:
[0008] FIG. 1 is an illustration of the exemplary system
architecture of the platform according to one embodiment of the
invention.
[0009] FIG. 2 is an illustration of a high level flow chart of an
exemplary process for ordering and activating a new wireless device
according to one embodiment of the invention.
[0010] FIG. 3 is an illustration of a UI displaying the validation
results from an order processed by a RTOP that was submitted with a
pre-approval code according to one embodiment of the invention.
[0011] FIG. 4 is an illustration of a UI displaying a completed
validated order processed by RTOP according to one embodiment of
the invention.
[0012] FIG. 5 is an illustration of a UI displaying an activated
and validated order processed by RTOP according to one embodiment
of the invention.
[0013] FIGS. 6-12 are sample dynamic Active JavaScript and XML
(AJAX) driven RTOP UI in which a customer order is submitted with
incorrect information according to one embodiment of the
invention.
[0014] In the following detailed description of the illustrative
embodiments, reference is made to the accompanying drawings that
form a part hereof. These embodiments are described in sufficient
detail to enable those skilled in the art to practice the
invention, and it is understood that other embodiments may be
utilized and that logical or structural changes may be made to the
invention without departing from the spirit or scope of this
disclosure. To avoid detail not necessary to enable those skilled
in the art to practice the embodiments described herein, the
description may omit certain information known to those skilled in
the art. The following detailed description is, therefore, not to
be taken in a limiting sense.
DETAILED DESCRIPTION OF THE INVENTION
[0015] As used herein, AJAX is a development technology for
developing Web applications that adapts a client side script and an
Application and/or web server 107 to asynchronously exchange data
using the HTTP protocol. AJAX provides for the creation of
interactive web applications that makes web pages feel more
responsive by exchanging small amounts of data between a web page
and an application and/or web server 107 and making page user
interface updates incrementally, without having to reload the
entire page. By using AJAX, a richer and more dynamic Web
application user interface can be created. Its low response times
and high availability can approach the properties of a local
desktop application. AJAX is a part of the JavaScript 1.3 standard
and is supported by most mainstream browsers.
[0016] As used herein, a "User Interface (UI)" may be a singular
application, or alternatively a collection of inter-related apps,
running on one or more servers (not shown) that is accessed over a
network such as the Internet 105 or an intranet (not shown), with a
web browser, which displays content to a user, accepts user input,
and provides output by generating web pages which are transmitted
via a network such as the Internet 105 or an intranet (not shown).
Newer implementations utilize Hyper Text Markup Language version 5
(HTML 5), Java, AJAX, Adobe Flex, Microsoft .NET, or similar
technologies to provide real time control in a separate program,
eliminating the need to refresh a traditional HTML based web
browser. A UI may also mean a computer software that is hosted in a
browser-controlled environment (e.g. a Java applet) or coded in a
browser-supported language (such as JavaScript, combined with a
browser-rendered markup language like HTML) and reliant on a common
web browser to render the application executable.
[0017] As used herein, a "database" may be a relational database,
flat file database, relational database management system, object
database management system, operational database, data warehouse,
hyper media database, post-relational database, hybrid database
models, RDF database, key value database, XML database, XML store,
text file, flat file or other type of database.
[0018] As used herein, "authentication" refers to any
authentication and access control mechanisms employed for granting
access to computer systems, including but not limited to usernames,
passwords, user identification number, biometric data, facial
characteristics, voice, tokens or other objects from a
single-sign-on (SSO) or identity server, two-factor authentication,
multi-factor authentication or other conventional authentication
mechanism.
[0019] As used herein, a "workflow" broadly refers to a path and/or
order of steps in which RTOP may perform a task. The order or
number of steps may vary in different embodiments.
[0020] As used herein, the term "real time" may include, but is not
limited to, immediate, rapid, not requiring operator intervention,
automatic, and/or programmed. Real time may include, but is not
limited to, measurements in femtoseconds, picoseconds, nanoseconds,
milliseconds, as well as longer, and optionally shorter, time
intervals.
[0021] As used herein, a "rules engine" may include an expert
system which is operable to produce an output as a function of a
plurality of rules. A rules engine, in one embodiment, may include
an expert computer system which utilizes and builds a knowledge
base developed in the form of business rules and/or formulas to
assist the user in decision-making.
[0022] As used herein, a "customer" or "user" refers, generally, to
a user or CSR operating a client device with a UI that is engaged
in, is engaged in, or will engage in a communication session
(referred herein, generally, as a "visit"), typically via standard
web browser software, with one or more servers in the platform.
[0023] As used herein, the term "Internet" shall incorporate the
terms "Intranet", "computer network" and "Extranet" and any
references to accessing the Internet 105 shall be understood to
mean accessing an Intranet and/or Extranet and/or publicly
accessible computer networks and private computer networks, as
well. Examples of the Internet 105 may also include an internal
network such as an Ethernet or a Virtual Private Network (VPN), one
or more wireless networks, a wired network, an extranet, an
intranet, a PSTN, a private network, or any other communication
network.
[0024] In some embodiments, the platform 100 may be implemented
using a rules engine to automate business rules for ordering and
activation of a Wireless Product. In some embodiments, the business
rules for ordering and activation of a Wireless Product may be
implemented as a real-time workflow using a rules engine. In some
embodiments, the platform 100 may utilize an interactive dynamic
AJAX-driven UI to provide a customer with the current status of an
order in the workflow. In some embodiments, the platform 100 may
ensure that all required steps in an online submitted customer
order occur in rapid succession while a customer is engaged. In
some embodiments, the platform 100 may provide interactive UI to
allow customers to provide information, make decisions, and/or
trigger additional steps in the workflow. In some embodiments, the
platform 100 may provide customers with an opportunity to
automatically correct or adjusting existing wireless plans, if they
already have accounts with wireless carriers for a selected
wireless product. In some embodiments, Wireless Products may be
sold with or without a wireless carrier service. In some
embodiments, the platform 100 may interface with multiple wireless
carrier systems for risk assessment, service provisioning, wireless
device activation, and other transactions. In some embodiments, one
or more of these transactions may be performed manually by CSRs or
agents of a provider of wireless carrier. Further, embodiments of
the invention do not require store personnel to be trained to use
ordering and activation systems associated with multiple
carriers
[0025] In some embodiments, the platform 100 may be implemented via
one or more client devices, including but not limited to personal
computers 101, notebooks 101, netbooks 101, tablets 102, cell
phones 104, iPADs 102, PDAs 103 or other electronic device capable
of supporting a browser. Each client device may be well known to
those skilled in the art and may include a display, a central
processor, a system memory, and a system bus that couples various
system components including the system memory to the central
processor unit. The system bus may be any of several types of bus
structures including a memory bus or memory controller, a
peripheral bus, and a local bus using any of a variety of bus
architectures. The structure of system memory may be well known to
those skilled in the art and may include a basic input/output
system (BIOS) stored in a read only memory (ROM) and one or more
program modules such as operating systems, application programs and
program data stored in random access memory (RAM). The computers
may also include a variety of interface units and drives for
reading and writing data and a database for storing data. The
computing devices may run an Operating System (OS). The OS may
include a shell, for providing transparent user access to resources
such as application programs. The OS may include a kernel, which
provides essential services required by other parts of OS and
application programs. The services provided by the kernel include
memory management, process and task management, disk management,
and I/O device management. The OS may be the Linux Operating
system, Microsoft Operating system or other operating systems.
[0026] Each computing device may be able to communicate with
another computer via a network using a network interface, which is
coupled to the system bus. The network may be an external network
such as the Internet 105. The client devices that implement the
platform 100 may be implemented on a variety of hardware platforms
or implemented in a variety of software environments.
[0027] Applications running on or accessing these computing devices
may include a browser, a rules engine, a workflow application or
other application required by the platform 100. A browser may
include program modules and instructions for enabling a World Wide
Web (WWW) client to send and receive network messages to the
Internet 105. The browser may use well known protocols, such as
Hyper Text Transfer Protocol (HTTP) messaging to enable
communication with other computing devices.
[0028] In some embodiments, the platform 100 may be implemented
using a net-centric Application Service Provider (ASP) model, which
includes but may not be limited to a model wherein an application
may be hosted on an application and/or web server 107, which can be
accessed by the Internet 105 or a network. In one alternative, the
present invention may be embodied in a computer program, typically
an application program running on one or more application and/or
web servers 107. Although the illustrative embodiment will be
generally described in the context of an application running on an
application and/or web server 107, otherwise known as an ASP model,
those skilled in the art will recognize that the present invention
may be implemented in any distributed computing environment
including local area networks, wide area networks, as well as the
Internet 105. The network may include permanent connections, such
as wire or fiber optic cables, or temporary connections made
through telephone or wireless communications. The distributed
computing environments may include the Internet 105 with networks
representing a worldwide collection of networks and gateways that
use various protocols to communicate with one another, such as
Lightweight Directory Access Protocol (LDAP), Transport Control
Protocol/Internet Protocol (TCP/IP), Hypertext Transport Protocol
(HTTP), Wireless Application Protocol (WAP), and others.
[0029] In some alternatives, the platform 100 may operate in a
model using a browser to access one or more computers via AJAX or
using communication protocols, such as the Simple Object Access
Protocol (SOAP) protocol. In some embodiments, MCWP may provide
comprehensive reporting capabilities, which may provide an insight
in profitability and category mix. In some embodiments, MCWP may
provide a customer with a multi-channel capabilities to purchase
Wireless Products pre-approved online or at a retail store or club
and delivered to the customers home, picked-up at a retail store or
club or shipped to a retail club or store if it is not available at
the retail store. In some alternatives, the MCWP may optimize
Wireless Products rate plans and features.
[0030] In another embodiment, a rules engine framework may be used
to implement one or more workflows for the ordering and activation
processing of Wireless Products. Now referring now to FIG. 4, there
is shown a high level flow chart of an exemplary RTOP workflow for
ordering and activating a Wireless Product according to one
embodiment of this invention. A customer that may or may not have
selected a customized Wireless Products bundle with or without a
pre-approval may access a Portal to purchase Wireless Products
using a browser accessible from a client device. In some
alternatives, the customer may receive a special offer for a
Wireless Product from a wireless carrier or other Wireless Product
vendor. In some alternatives, the customer may be prompted with an
authentication dialog. The customer may select one or more Wireless
Products for purchase. The customer may opt to purchase other
options associated with a selected Wireless Product. The customer
may enter information, such as a first name, an optional middle
initial, a last name, an address, an email address, customer's date
of birth, a daytime phone number, a home phone number, Social
Security number and driver's license (or state ID) number into RTOP
fields. RTOP may then provide the customer with an option to review
or select additional Wireless Products. After the user has selected
the desired wireless product, RTOP may then provide the user with a
UI for payment and for check out and submission of the order. In
some alternatives of the invention, the payment methods may include
cash, check, credit card, debit card, and/or any other financial
instruments. In some alternatives of the inventions, the customer
may pay for selected items using payment services such as PayPal or
Google. The RTOP process may begin after a Wireless Product order
received from a customer may have been validated using well known
order validation routines for electronic commerce. In some
alternatives, validation may include verifying the address of the
customer or the address of the order using well known address
validation routines. In some alternatives, the address validation
routines may be internal proprietary address validation routines.
In some alternatives, address validation routines may include the
interaction with one or more external third-party validation
systems. In some embodiments, RTOP may display interactive UI and
messages on a dynamic UI available to the user, while the user is
engaged. In some alternatives, the dynamic UI may use technologies,
such as AJAX or other interactive web technology to refresh or
update the dynamic UI data or submit data to the portal. In some
alternatives, RTOP may use notifications displayed on the UI to
inform the customer to remain engaged during the order processing,
inform the customer that a third party system may require
additional information from them and to remain engaged, or inform
them that the order processing is complete and they may disengage
from the online store front. For example, in FIGS. 4, 5, 6 and 7,
there are illustrated exemplary dynamic UI screens, according to
one embodiment of the invention that indicate to a customer that
RTOP has received an order, the status of the order and informing
the customer to remain engaged through the completion of order
processing. In some alternatives, a customer order may be
transmitted to RTOP from a virtual inventory program.
[0031] At step 201, RTOP may perform a trial credit card
authorization based on the payment information or credit card
information provided in the Wireless Product order. In some
alternatives of the invention, the trial authorization may be for
at least $0 or $1. In some alternatives, the trial authorization
may be determined by wireless carrier guidelines. In some
alternatives, the trial authorization may be for the entire amount
of the sale. In some alternatives, the trial authorization criteria
may be determined by guidelines provided by the credit card type,
and/or the combination of the carrier and activation type selected.
In some alternatives, if the authorization is successful, RTOP may
assign a unique identifier, such as an order number to the
transaction. In some alternatives, RTOP may display the unique
identifier on a dynamic AJAX-driven UI. In some alternatives, the
unique identifier may also be displayed on a conventional UI. In
some alternatives, the unique identifier may be printed, emailed or
transmitted via SMS to the customer, a third party or a CSR. If the
trial authorization is unsuccessful, RTOP may provide the customer
with an interactive UI to allow the customer to provide additional
information, make decisions, and/or trigger additional steps within
RTOP. For example, the customer may be provided with an opportunity
to correct and/or update order information, enter an alternative
form of payment or correct the payment information initially
entered.
[0032] In step 202, RTOP may replicate the order details in
Real-Time to one or more back office systems 108. In some
alternatives, the back office systems 108 may be merchandising
systems, provisioning systems, fulfillment systems, customer care
systems, fraud detection systems, security systems, billing
systems, wireless carrier systems, service provisioning systems,
wireless device activation systems, payment processing systems,
address verification systems, Encryption Systems or other
transactions systems. In some alternatives, RTOP may interface with
these systems via a web service or other type of service known in
the art.
[0033] In step 203, RTOP may route the order to at least one back
office system 108 or third party system 109, such as a Risk
Management system to perform a fraud and revenue check on the
customer or order prior to routing the order to the wireless
carrier activation system. In some embodiments, RTOP may include
sophisticated order fraud management capabilities including access
to third party identity and credit data providers to obtain further
information related to fraud prevention about the customer and/or
the customer's order. In some embodiments, RTOP may develop a fraud
risk score for each order processed based on a number of factors,
including matches to a negative file, previously fraudulent orders,
velocity filters, order cost, identity verification data, and
credit card authorization data. The fraud risk score may be used to
determine the need for additional automated or manual order
validation, or alternatively, to rejection of the order. In some
alternatives, all fraud score parameters are customizable and have
real-time metrics reporting availability that display the frequency
that a particular fraud trigger is activated, and the frequency
with which an order is canceled or shipment is blocked due to a
fraud trigger. In some alternatives, if the order fails a fraud
check, RTOP may accept the order and send the customer a
cancellation notice in a few days after the order has been placed.
In some alternatives, the cancellation order may be sent via US
mail, email or other notification mechanism designated by the
customer. In some alternatives, if the order fails a revenue check,
RTOP may generate a notice, such as a Fair Credit Reporting Act
(FCRA) notice and send the notice to the customer. In some
alternatives, the notice may be sent via US mail, email or other
notification mechanism designated by the customer. In some
alternatives, RTOP may provide the customer with an interactive UI
dialog, if additional information is required for the fraud and
revenue check. In some alternatives of the invention, the fraud and
revenue checks may be modified or bypassed where a customer may
have already received a pre-approval notice from MWCP. In some
alternatives, if the order passes the automated fraud and revenue
checks, RTOP may route the order to a back office system 108 or a
third party system 109 for further processing.
[0034] Optionally, in step 204, RTOP may use information provided
by the customer while submitting the order to lookup the customer's
wireless carrier account. In some alternatives, this information
may include, but is not limited to the customer account username,
password, telephone number, credit card number or other
authentication information.
[0035] In step 205, RTOP may perform a wireless carrier risk
assessment as part of the further processing of the order from step
203. The wireless carrier risk assessment may include a credit
check on the order using the information submitted by the customer,
according to the rules established for the selected Wireless
Product carrier. RTOP may interface with multiple third party
systems 109, such as wireless carrier risk assessment systems
associated with one or more wireless service providers, as well as,
interface with wireless device activation services associated with
one or more wireless service providers. In some alternatives, this
interface may be via a business-to-business (B2B) interface that
may be adapted to operate with any wireless service provider using
various wireless device technologies including, for example, CDMA,
GSM, and iDEN. If the order fails the wireless carrier assessment,
RTOP may provide the customer with an interactive UI to allow the
customer to provide additional information, make decisions, and/or
trigger additional steps within RTOP. In some alternatives, RTOP
may notify the customer that the order is being routed to a third
party system as illustrated in FIG. 7. In some alternatives, if the
order fails the credit check, RTOP may provide the customer with an
interactive dialog UI as illustrated in FIG. 8, to allow the
customer to provide additional information, make decisions, and/or
trigger additional steps within RTOP. For example, the customer may
be provided with an opportunity to correct and/or update order
information, enter an alternative form of payment or correct the
payment information initially entered. In some alternatives, the
wireless carrier may return and indicator, which includes but is
not limited to an overall decision for the Wireless Product
request, such as "Pending", "Approved", "Denied", "Deposit
required", "Manual Review", "Credit Unknown", "Data Error." In some
alternatives, the wireless carrier may return an indicator, which
may include a credit class/status, credit application number or
number of lines approved with potential line level deposit
requirements. In some alternatives, a CSR may access a third-party
wireless carrier system and submit the data manually. After the
third-party wireless carrier system provides a response, RTOP may
import this data from the third-party system using any conventional
means.
[0036] In step 206, if the order passes the carrier risk assessment
checks in step 205, RTOP may perform an eligibility check, such as
an upgrade eligibility check, a number port eligibility check, a
number port transfer check, and an existing account lookup for one
or more customers on the order. In some alternatives, if the order
includes adding a new line to a new account, adding a new line to
an existing account or a rate plan conversion and the addition of a
new line, RTOP may allow the customer to port their existing
number. In other examples, if the order includes an upgrade for a
primary, secondary or other line, RTOP may allow the customer to
port their existing number and/or keep their existing plan. In
further examples, if the order includes a new line and/or upgrade
for an individuals, small business, government or corporate user,
RTOP may allow the customer to port their existing number and/or
keep their existing plan. In some alternatives, if the order fails
the credit check, RTOP may provide the customer with an interactive
dialog UI as illustrated in FIG. 7 to allow the customer to provide
additional information, make decisions, and/or trigger additional
steps within RTOP. For example, the customer may be provided with
an opportunity to correct and/or update order information, enter an
alternative form of payment or correct the payment information
initially entered. In some alternatives, if the order passes the
eligibility check, RTOP may query one or more back end system 108
to determine if the items in the order are available for
fulfillment of the order as illustrated in step 209.
[0037] In step 207, RTOP may perform a full credit card
authorization for the total amount of the order. If the
authorization for the order is unsuccessful, RTOP may request that
the customer provide an alternate form of payment via an
interactive dialog UI. In some alternatives of the invention,
additional forms of payment include, but are not limited to a
check, another credit card, a debit card, and/or any other
financial instrument. In some embodiments, the customer may pay for
the selected wireless items using payment services such as PayPal
or Google Checkout. In some alternatives, the RTOP system may
auto-fail an order after several unsuccessful attempts to authorize
the transaction with a credit card, debit card, other financial
instrument or payment services. In some alternatives, the RTOP
system may auto-fail an order if it encounters an unexpected
condition or other generic condition where the workflow has been
programmed to auto fail the transaction. After the customer
provides an alternative form of payment, RTOP will attempt another
authorization for the total amount of the order. If this
authorization for the order is partially successful, RTOP may
request that the customer provide an additional form of payment via
an interactive dialog UI. In some alternatives of the invention,
additional forms of payment include, but are not limited to a
check, another credit card, a debit card, and/or any other
financial instrument. In some embodiments, the customer may pay for
the selected wireless items using payment services such as PayPal
or Google Checkout. If the additional form of payment is a credit
card or a debit card, RTOP may perform a full credit card
authorization as described in step 207. If the additional payment
is other than a credit card or a debit card, RTOP may authorize the
order using conventional means and release of the order for
fulfillment.
[0038] In step 208, RTOP may perform a manual review of the order
for fraud. In some alternatives, after a successful credit card
authorization in step 207, the order may be subjected to a manual
review for fraud. In some alternatives, if the order does not
require a fraud or manual review check and/or the order passes the
fraud or manual review check, RTOP may route the order to step 209.
In some alternatives, if the order does not pass a fraud or manual
review check, RTOP may provide the customer with an interactive UI
as illustrated in FIG. 8 to allow the customer to provide
additional information, make decisions, and/or trigger additional
steps within RTOP.
[0039] In step 209, RTOP may query one or more back office systems
108, such as the Inventory System, an inventory management system
or an order fulfillment system for reserving the inventory. In some
alternatives, if items in the order are not available in inventory,
RTOP may perform a manual review for fraud as illustrated in step
208 or RTOP may hold the order until it receives an indication that
the selected wireless product is available. When RTOP receives an
indication from the back office system 108 that the selected
wireless product is available, RTOP may perform a full credit card
authorization as illustrated in step 207. After the order is
reserved in the back office systems 108, the back office systems
108 may set the expectation on shipping and delivery for the order,
and may provide the customer with a UI displaying an anticipated
shipping and/or delivery date for the order. In some alternatives,
if the order cannot be reserved in the back office systems 108,
RTOP may provide the customer with an interactive UI as illustrated
in FIG. 8 that may allow the customer to provide additional
information, make decisions, and/or trigger additional steps within
RTOP.
[0040] After step 209 is complete, RTOP may provide the customer
with an option to disengage from RTOP. In some alternatives, the
customer may be provided with a message displayed on a UI, such as
messages informing the customer that the order is ready for
shipment and thanking the user for using RTOP and/or visiting a
Wireless Product retail store. In some alternatives, the customer
may be provided with an interactive UI that may guide the customer
with disengaging from RTOP. For example, in FIG. 34, there is
illustrated an exemplary dynamic UI screens, according to one
embodiment of the invention that indicate to a customer that the
order is complete and the wireless product is ready for
shipment.
[0041] In some alternatives, the interactive UI may allow customers
to provide information, make decisions, and/or trigger additional
steps in RTOP. In some alternatives, the interactive UI may provide
functionality to display custom messages, allow customers to
resubmit new and/or previously entered data, chat with a customer
service representative online, call a customer service
representative via a telephone, automatically cancel the order
online and/or cancel the order via a telephone call with a customer
service representative. Interactive UI in RTOP may arise from the
carrier risk assessment, step 205, port eligibility checks, step
206, manual review and/or fraud review, step 207, RTOP being unable
to reserve the selected wireless product in the inventory
management system, step 208.
[0042] In some alternatives, interactive UI from the carrier risk
assessment, step 205, may include interactions such as `Contact Us`
interactions, `Deposit` interactions and/or `Verify/Resubmit`
interactions. For example, in FIG. 8, there are illustrated an
exemplary dynamic UI screens, according to one embodiment of the
invention that indicate to a customer that RTOP system may require
additional information. Additional examples of `Contact Us`
interactions may include: a message to customer to check back in x
Hours; asking a Customer to Contact the provider; asking a customer
to contact the wireless carrier & give them an option to
indicate when this has been completed, for example, "I've contacted
my carrier, Continue" button; an existing account message with a
prompt to contact Us; and asking a customer to contact us or cancel
the order. Examples of `Deposit` interactions may include: "Accept
Deposit T&Cs, Collect Deposit;" "Accept Spending Limit &
Continue to STOCK-1;" "Accept Deposit T&Cs, Accept Sprint ASL,
& Collect Deposit;" "Option to Cancel Deposit Lines, Pay
Deposits, Cancel Entire Order;" "Option to Get Approved Lines Only,
or Cancel Order;" and "Option to Get Approved Lines Only, Cancel
Deposit Lines, Pay Deposits, Cancel Entire Order." Examples of
`Verify/Resubmit` interactions may include: "Re-enter SSN and
resubmit;" "Re-enter Address and resubmit;" "Collect Additional
Prior Address & Resubmit with that Address;" "Re-Enter Name
and/or SSN;" "Re-Enter Date of birth and resubmit;" "Re-enter PIN
and resubmit;" "Re-enter DL # & resubmit;" "Re-Enter Port Info
& Resubmit or chat if don't have account #;" "Re-Enter Port
Account & Resubmit;" "Re-Enter Account info or call us;"
"Re-Enter Mobile # & Resubmit."
[0043] In some alternatives, interactive UI from the port
eligibility checks, step 206, may include `Port Eligibility
Resubmit` interactions such as "Re-enter SSN and resubmit;"
"Re-enter Address and resubmit;" "Collect Additional Prior Address
& Resubmit with that Address;" "Re-Enter Name and/or SSN;"
"Re-Enter Date of birth and resubmit;" "Re-enter PIN and resubmit;"
"Re-enter DL # & resubmit;" "Re-Enter Port Info & Resubmit
or chat if don't have account #;" "Re-Enter Port Account &
Resubmit;" "Re-Enter Account info or call us;" "Re-Enter Mobile #
& Resubmit." In some alternatives of the interactive UI may
provide warnings about an existing account or the outcomes of the
port check eligibility, step 207. Examples of existing account
interactive UI may include a warning about a discount program, such
as an Instant Savings Discount (ISD) program; if the ISD is
available, merge & prompt for acceptance, or chat with agent to
change order/cancel; an offer to upgrade at an increased cost or
cancel order; an offer or option to get new number, shop online for
another carrier (& cancel), or contact another rep; and/or run
a process to validate a customer order and determine whether a
Wireless Product selected in the order meets certain criteria for
the selected rate plans & either update order or ask them to
contact us (be able to test showing rev price). Examples of
Eligibility Outcomes that may use case workflows in RTOP may
include: telling a customer that the order was approved (Delay
processing 1-2 days); telling a customer that they will be eligible
on X date, and we will process then; telling a customer that
they're not eligible, ask if they want SMS notification when they
will be eligible for an upgrade; telling a customer that we are
processing eligible lines right away & will process additional
line when eligible; telling a customer which lines they're eligible
for, with continue or cancel; and telling a customer which lines
they're approved for, with continue or cancel.
[0044] In some alternatives, manual review and/or fraud review,
step 207, may include interaction dialogs, such as `Reviewing
Order,` `Check back in X Mins/Hrs,` Chat/Click to Call." Examples
of Chat & Click to call may include: Configurable individually
on/off by use case/outcome & carrier; Configurable to queues by
use case/outcome & carrier; Chat available based on
staffing/agent availability; Click to call times available based
staffing/agent availability; Examples of `Cancel` interaction
dialogs may include Configured as present or not by use
case/outcome & carrier; When present configurable to be
automatic cancel or launch chat; When chat, configurable to queues
by use case/outcome & carrier; Also present in harder to find
part of site? In some alternatives, RTOP being unable to reserve
the selected wireless product in the inventory management system,
step 208, may include the following interaction UI. Reserve
Specific Inventory, Tell Customer Expected Delivery Date; Hold Spot
for Bulk Inventory, Tell Customer Expected Delivery Date; Thank you
for your order, Hold Spot for Future Inventory, Expected Ship Date
(popular/slight delay); Ask customer to contact us (C&A Rep
helps them pick another phone); Generic out of stock message, with
click to chat.
[0045] Although the foregoing description is directed to the
preferred embodiments of the invention, it is noted that other
variations and modifications will be apparent to those skilled in
the art, and may be made without departing from the spirit or scope
of the invention. Moreover, features described in connection with
one embodiment of the invention may be used in conjunction with
other embodiments, even if not explicitly stated above.
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