U.S. patent application number 14/461131 was filed with the patent office on 2016-02-18 for determining electronic media format when transferring a customer between specialists or amongst communication sources at a customer service outlet.
The applicant listed for this patent is Bank of America Corporation. Invention is credited to Kristy M. Crist, Nathan Dent, Sara Gill, James Robert Grimsley, Tyler Johnson, Christian Michael Mande.
Application Number | 20160050393 14/461131 |
Document ID | / |
Family ID | 55275586 |
Filed Date | 2016-02-18 |
United States Patent
Application |
20160050393 |
Kind Code |
A1 |
Mande; Christian Michael ;
et al. |
February 18, 2016 |
DETERMINING ELECTRONIC MEDIA FORMAT WHEN TRANSFERRING A CUSTOMER
BETWEEN SPECIALISTS OR AMONGST COMMUNICATION SOURCES AT A CUSTOMER
SERVICE OUTLET
Abstract
Systems, apparatus, and computer program products are provided
for determining the media format for transferring a customer from
customer between specialists and/or from one communication source
to another communication source within a customer service outlet,
such as a banking center or the like. For example, while a two-way
video conference system may be used for communication between a
customer and a remote specialist, in certain instances in which the
customer requires transfer to another specialist (e.g., a
specialist having a different specialty) other media formats, such
as one-way live video conference, live audio-only conference, text
chat or the like may be implemented.
Inventors: |
Mande; Christian Michael;
(Charlotte, NC) ; Grimsley; James Robert; (Dover,
FL) ; Johnson; Tyler; (Tega Cay, SC) ; Dent;
Nathan; (Concord, NC) ; Gill; Sara; (New York,
NY) ; Crist; Kristy M.; (Charlotte, NC) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Bank of America Corporation |
Charlotte |
NC |
US |
|
|
Family ID: |
55275586 |
Appl. No.: |
14/461131 |
Filed: |
August 15, 2014 |
Current U.S.
Class: |
348/14.12 |
Current CPC
Class: |
H04N 7/15 20130101; H04N
7/147 20130101; G06Q 10/06311 20130101; G06Q 30/016 20130101 |
International
Class: |
H04N 7/15 20060101
H04N007/15; G06Q 30/00 20060101 G06Q030/00; H04N 7/14 20060101
H04N007/14 |
Claims
1. A system for selecting the electronic media format when
transferring a customer between business knowledge sources at a
business location, the system comprising: an apparatus including a
computing platform having a memory and at least one processor in
communication with the apparatus, wherein the apparatus further
includes one or more of a display, a video camera, a speaker and a
microphone, each of which is operatively in communication with the
processor, wherein the apparatus is configured to implement one or
more of the display, the video camera, the speaker and the
microphone to provide a customer a communication platform for
conducting a communication session with a first specialist located
remote from the business location; and a customer transferring
module stored in a memory, executable by a processor and configured
to (1) receive a request to transfer a customer from the first
specialist to a second specialist during the communication session,
(2) in response to receiving the request, apply at least one
business rule to determine a media format to implement for
communication between the customer and the second specialist, and
(3) transfer the customer from the first specialist to the second
specialist using the determined media format.
2. The system of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the business rule that is
applied provides for choosing the media format based on one or more
of business status of the customer, customer profile information or
historical interactions with the customer.
3. The system of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the business rule that is
applied provides for choosing the media format based on a specialty
of the second specialist.
4. The system of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the business rule that is
applied provides for prioritizing selection of video communication
as the media format based on availability of video communication
from an entity associated with the second specialist.
5. The system of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the business rule that is
applied provides selecting the media format based on a shortest
queue time for transferring to the second specialist.
6. The system of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the media format is one of
two-way video conference communication, one-way video conference
communication, audio-only conference communication, and text chat
communication.
7. The system of claim 1, wherein the customer transferring module
is further configured to seamlessly initiate transfer of the
customer from the first specialist to the second specialist using
the determined media format, wherein the determined format is video
conference communication and the module is configured to present,
in a transfer mode, a dual screen display of a first video stream
of the first specialist and a second video stream of the second
specialist.
8. A method for selecting the media format when transferring a
customer between business knowledge sources at a customer service
outlet, the method comprising: receiving, by a computing device
processor, a request to transfer a customer from a first specialist
to a second specialist during an electronic communication session,
in response to receiving the request, determining, by a computing
device processor, a media format to implement for communication
between the customer and the second specialist based on application
of one or more business rules; and during the communication
session, seamlessly initiate, by a computing device processor,
transfer of the customer from the first specialist to the second
specialist using the determined media format.
9. The method of claim 8, wherein determining the media format
further comprises determining, by a computing device processor, a
media format to implement for communication between the customer
and the second specialist based on application of one or more
business rules, wherein the business rule that is applied provides
for choosing the media format based on one or more of business
status of the customer, customer profile information or historical
interactions with the customer.
10. The method of claim 8, wherein determining the media format
further comprises determining, by a computing device processor, a
media format to implement for communication between the customer
and the second specialist based on application of one or more
business rules, wherein the business rule that is applied provides
for choosing the media format based on a specialty of the second
specialist.
11. The method of claim 8, wherein determining the media format
further comprises determining, by a computing device processor, a
media format to implement for communication between the customer
and the second specialist based on application of one or more
business rules, wherein the business rule that is applied provides
for prioritizing selection of video communication as the media
format based on availability of video communication from an entity
associated with the second specialist.
12. The method of claim 8, wherein determining the media format
further comprises determining, by a computing device processor, a
media format to implement for communication between the customer
and the second specialist based on application of one or more
business rules, wherein the business rule that is applied provides
selecting the media format based on a shortest queue time for
transferring to the second specialist.
13. The method of claim 1, wherein the customer transferring module
is further configured to apply the at least one business rule to
determine the media format, wherein the media format is one of
two-way video conference communication, one-way video conference
communication, audio-only conference communication, and text chat
communication.
14. The method of claim 1, wherein determining the media format
further comprises determining, by a computing device processor, a
media format as video conference communication and the method
further includes presenting, in a transfer mode, a dual screen
display of a first video stream of the first specialist and a
second video stream of the second specialist.
15. A computer program product comprising: a non-transitory
computer-readable medium comprising: a first set of codes for
causing a computer to receive a request to transfer a customer from
a first specialist to a second specialist during an electronic
communication session, a second set of codes for causing a computer
to, in response to receiving the request, determine a media format
to implement for communication between the customer and the second
specialist based on application of one or more business rules; and
a third set of codes for causing a computer to, during the
communication session, seamlessly initiate transfer of the customer
from the first specialist to the second specialist using the
determined media format.
16. The computer program product of claim 15, wherein the second
set of codes is further configured to cause the computer to
determine the media format to implement for communication between
the customer and the second specialist based on application of one
or more business rules, wherein the business rule that is applied
provides for choosing the media format based on one or more of
business status of the customer, customer profile information or
historical interactions with the customer.
17. The computer program product of claim 15, wherein the second
set of codes is further configured to cause the computer to
determine the media format to implement for communication between
the customer and the second specialist based on application of one
or more business rules, wherein the business rule that is applied
provides for choosing the media format based on a specialty of the
second specialist.
18. The computer program product of claim 15, wherein the second
set of codes is further configured to cause the computer to
determine the media format to implement for communication between
the customer and the second specialist based on application of one
or more business rules, wherein the business rule that is applied
provides for prioritizing selection of video communication as the
media format based on availability of video communication from an
entity associated with the second specialist.
19. The computer program product of claim 15, wherein the second
set of codes is further configured to cause the computer to
determine the media format to implement for communication between
the customer and the second specialist based on application of one
or more business rules, wherein the business rule that is applied
provides selecting the media format based on a shortest queue time
for transferring to the second specialist.
20. The computer program product of claim 15, wherein the second
set of codes is further configured to cause the computer to
determine the media format as video communication and the computer
program product further includes a fourth set of codes for causing
a computer to present a dual screen display of a first video stream
of the first specialist and a second video stream of the second
specialist.
Description
FIELD
[0001] In general, embodiments of the invention relate to
communication services and, more particularly, determining the form
of electronic media to implement when transferring a customer
between specialists and/or from one communication source to another
communication source within a customer service outlet, such as a
banking center or the like.
BACKGROUND
[0002] Customers of businesses, such as financial institutions or
the like, that have many customer service outlets, otherwise
referred to as centers, branches or the like, have come to expect
that when they visit any of the service outlets, the service outlet
will have the immediate capability to address their particular
special needs or services. However, as businesses such as financial
institutions streamline their operations for the sake of
efficiency, they have come to realize that round-the-clock location
of specialists at each service outlet/center is inefficient. For
example, in the financial institution setting, if each banking
center employs at least one full-time mortgage/loan specialist, a
full-time small business specialist and/or a full-time personal
financial advisor/specialist, the specialist may only be called
upon in regards to their specialty in the event a customer visits
the banking center requiring assistance in the area of
specialty.
[0003] Certain businesses, such as financial institutions and the
like, have addressed the problem associated with staffing service
outlets with full-time specialists by implementing video
conferencing systems. Specifically, such video conferencing systems
may employ two-way video conferencing communication between a
customer, who is located at the service outlet/banking center, and
a specialist, who is located remote from the service outlet/center,
such that both customer and specialist receive audio and video
feeds of the other participant. Alternatively, a one-way video
conferencing system provides the customer a video and audio feed of
a remote specialist, while the remote specialist is limited to
receiving an audio feed from the customer. Such video conferencing
systems are set-up in private settings within the business to
provide the customer assurance that the information exchanged
during the communication session is held in private. In this
regard, a customer service outlet/center equipped with video
conferencing communication can provide customers on-demand access
to specialists having different areas of specialty/expertise
without requiring the full-time physical presence of the specialist
at the business outlet/center.
[0004] In certain instances, it becomes apparent that a customer
that is participating in a video conferencing communication session
or any other media-based communication requires further assistance,
such as from another specialist, either another specialist of the
same specialty or another specialist of a different specialty
(i.e., a different line-of-business or the like). Additionally, the
further assistance that may be required may be some form of
self-service assistance, in which the customer need not rely on
communication with another business associate or specialist. In
such instances, the further assistance may require the customer to
transfer from one communication source to another source (e.g.,
from a video communication mechanism to a tablet device, personal
computer device or the like.)
[0005] Currently, in the video conferencing environment the options
for transferring/transitioning the customer are rather limited;
either the specialist that is communicating with the customer can
provide the customer a referral (i.e., provide the name of a an
associate/specialist who may or may not be located at the banking
center where the customer is currently located), or the specialist
can instruct the customer to exit the current video conference
communication session and, subsequently re-dial or initiate a new
video conference communication session with the other specialist.
However, both options result in ineffective customer service. Both
the referral process and the initiation of a new video conference
communication session create undesirable time delay and
efficiencies in the communication between the customer and the
business. Such time delay is not only burdensome to the customer
but, from the business perspective, also poses a serious threat to
lost business opportunities. From the inefficiency perspective,
since both the referral process and the initiation of a new video
conference communication session result in a communication
disconnect, any information shared with the initial specialist,
private or otherwise, is not readily susceptible to being shared or
otherwise available to the subsequent specialist.
[0006] Moreover, when transferring a customer between specialists
or amongst different communication platforms the business may want
to insure that the customer's needs are met and/or that the
cost-effective source of communication is used upon transfer.
[0007] Therefore, a need exists to develop systems, apparatus,
methods, computer program products and the like that provide for
assisting in the seamless transfer of a customer when transitioning
between specialists and/or amongst different communication sources.
The desired aspects should alleviate problems related to
disconnects and/or time delays associated with a customer requiring
communication with another specialist and/or communication
source/mechanism. In addition, the desired systems, apparatus,
methods, computer program products and the like should allow for
customer information, private or otherwise, to be readily shared
amongst specialists so as to eliminate the need of the customer to
communicate information to a subsequent specialist that was
previously communicated to the first specialist. Moreover, the
desired aspects should address the need to determine, and provide,
the level of service (i.e., the appropriate specialist and/or
appropriate communication source) required by the customer when
communicating with the subsequent on-site business knowledge source
(i.e., specialist, communication source, business application or
the like), so as to meet the expectations of the customer while
balancing cost effectiveness on behalf of the business.
SUMMARY OF THE INVENTION
[0008] The following presents a simplified summary of one or more
embodiments in order to provide a basic understanding of such
embodiments. This summary is not an extensive overview of all
contemplated embodiments, and is intended to neither identify key
or critical elements of all embodiments, nor delineate the scope of
any or all embodiments. Its sole purpose is to present some
concepts of one or more embodiments in a simplified form as a
prelude to the more detailed description that is presented
later.
[0009] Embodiments of the present invention address the above needs
and/or achieve other advantages by providing apparatus, methods,
computer program products or the like for determining the
electronic media format when transferring a customer from business
knowledge source to another business knowledge source (e.g.,
specialist-to-specialist, application-to-specialist,
specialist-to-application, and the like). The electronic media
format that is provided to the customer may include two-way live
video conference, one-way live video conference, live audio-only
conference, text chat, pre-recorded video, pre-recorded audio,
online/network content/presentations and the like. The
determination of which electronic media format to provide to the
customer may be based on business rules, which take into account
one or more of (a) the reason for the transfer, (b) the
status/profile of the customer, (c) predicted duration of the
transferred communication and the like. Moreover, the determination
may be based on the electronic media formats supported by the
specialist and/or the entity/line-of-business (LOB).
[0010] A system for selecting the media format when transferring a
customer between business knowledge sources (communication
sources/mechanisms or applications/platforms) at a customer service
outlet defines first embodiments of the invention. The system
includes an apparatus located within a business location. The
apparatus includes a computing platform having a memory, a
processor, and at least one of a display, a video camera, a speaker
and a microphone, all of which are in communication with a
processor device. The apparatus is configured to implement one or
more of the display, the video camera and the speaker and the
microphone to provide a customer a communication platform for
conducting a media-based communication session with a specialist
located remote from the business location.
[0011] The system further includes a customer transferring module
stored in a memory and executable by a processor. The customer
transferring module is configured to receive a request to transfer
a customer from a first specialist to a second specialist during
the communication session, and, in response to receiving the
request, apply at least one business rule to determine a media
format to implement for communication between the customer and the
second specialist. The media format may be one of two-way video
conference, one-way video conference, audio-only or text chat.
Additionally, the module is configured to initiate, during the
ongoing communication session, transfer of the customer from the
first specialist to the second specialist using the determined
media format.
[0012] In specific embodiments of the system, the customer
transferring module is further configured to apply the business
rule to determine the media format, wherein the business rule that
is applied provides for choosing the media format based on one or
more of business status of the customer, customer profile
information or historical interactions with the customer. In other
related embodiments of the system, the business rule that is
applied provides for choosing the media format based on one or more
of a specialty of the second specialist or a predicted duration of
the transferred communication. In a specific embodiment of the
system, the business rule that is applied provides for prioritizing
selection of video communication as the media format based on
availability of video communication from an entity associated with
the second specialist. In a still further embodiment of the system,
the business rule that is applied provides selecting the media
format based on a shortest queue time for transferring to the
second specialist.
[0013] In a further specific embodiment of the system, the customer
transferring module is further configured to seamlessly initiate
transfer of the customer from the first specialist to the second
specialist using video conferencing communication as the determined
media format. In such embodiments of the system, the module may be
further configured to present, in a transfer mode, a dual screen
display of a first video stream of the first specialist and a
second video stream of the second specialist, such that the two
specialists are visible in the display up until the point where the
first specialist hands-off the communication session to the second
specialist.
[0014] A method for selecting the media format when transferring a
customer between business knowledge sources (communication
sources/mechanisms or applications/platforms) at a customer service
outlet defines second embodiments of the invention. The method
includes receiving a request to transfer a customer from a first
specialist to a second specialist during a media-based
communication session and, in response to receiving the request,
determining a media format to implement for communication between
the customer and the second specialist based on application of one
or more business rules. The method further includes seamlessly
initiating, during the communication session, transfer of the
customer from the first specialist to the second specialist using
the determined media format. The media format that is selected may
one of two-way video communication, one-way video communication,
audio-only communication or text chat communication.
[0015] In specific embodiments of the method, determining the media
format further includes determining a media format to implement for
communication between the customer and the second specialist based
on application of one or more business rules. In such embodiments
of the method, the business rule that is applied provides for
choosing the media format based on one or more of business status
of the customer, customer profile information or historical
interactions with the customer. In other related embodiments of the
method, the business rule that is applied provides for choosing the
media format based on a specialty of the second specialist and/or
the predicted duration of the transferred communication session. In
one specific embodiment of the method, the business rule that is
applied provides for prioritizing selection of video communication
as the media format based on availability of video communication
from an entity associated with the second specialist. In yet
another specific embodiment of the method, the business rule that
is applied provides selecting the media format based on a shortest
queue time for transferring to the second specialist.
[0016] In specific embodiments of the method, determining the media
format further includes determining video communication as the
media format. In such embodiments the method further includes
presenting, in a transfer mode, a dual screen display of a first
video stream of the first specialist and a second video stream of
the second specialist.
[0017] A computer program product including a non-transitory
computer-readable medium defines third embodiments of the
invention. The computer-readable medium includes a first set of
codes for causing a computer to receive a request to transfer a
customer from a first specialist to a second specialist during a
media-based communication session. The computer-readable medium
additionally includes a second set of codes for causing a computer
to, in response to receiving the request, determine a media format
to implement for communication between the customer and the second
specialist based on application of one or more business rules. In
addition, the computer-readable medium includes a third set of
codes for causing a computer to, during the communication session,
seamlessly initiate transfer of the customer from the first
specialist to the second specialist using the determined media
format.
[0018] Thus, systems, apparatus, methods, and computer program
products herein described in detail below provide for determining
the electronic media format for transferring a customer between
specialists and/or amongst different communication sources (i.e.,
applications or devices/mechanisms) within a customer service
outlet, such as a banking center or the like. For example, while a
two-way video conference system may be used for communication
between a customer and a remote specialist, in certain instances in
which the customer requires transfer to another specialist (e.g., a
specialist having a different specialty) other media formats, such
as one-way live video conference, live audio-only conference, text
chat or the like may be implemented. Alternatively, in other
instances in which the customer requires transition to a
self-service application (e.g., an application that does not
require live interaction with an associate/specialist) other media
formats such as pre-recorded video or audio, online/network
content/presentations may suffice, which may dictate a transfer in
communication sources (i.e., transferring to an onsite tablet
device, PC or the like). The need to determine a change in
electronic media format upon transferring/transitioning between
business knowledge sources may be based on media format
availability and may take into account business rules that are
based on cost effectiveness and the like. The business rules may
take into account various factors, such as, but not limited to, the
reason for the transfer (e.g., the type of specialist, the type of
application required), the status of the customer, the
profile/preferences of the customer, the historical interactions
with the customer and the like. Additionally, other factors may
influence the determination of the electronic media format, for
example, the predicted duration of the transferred communication,
the capabilities of the specialist or application, the current
queue times and the like.
[0019] To the accomplishment of the foregoing and related ends, the
one or more embodiments comprise the features hereinafter fully
described and particularly pointed out in the claims. The following
description and the annexed drawings set forth in detail certain
illustrative features of the one or more embodiments. These
features are indicative, however, of but a few of the various ways
in which the principles of various embodiments may be employed, and
this description is intended to include all such embodiments and
their equivalents.
BRIEF DESCRIPTION OF THE DRAWINGS
[0020] Having thus described embodiments of the invention in
general terms, reference will now be made to the accompanying
drawings, which are not necessarily drawn to scale, and
wherein:
[0021] FIG. 1 provides a schematic and block diagram of a system
configured for seamless customer transfer from one video conference
specialist to another video conference specialist, in accordance
with embodiments of the present invention;
[0022] FIG. 2 provides a block diagram of a video conferencing
apparatus configured for seamless customer transfer, in accordance
with embodiments of the present invention;
[0023] FIG. 3 provides a more detailed block diagram of a video
conferencing apparatus configured for seamless customer transfer,
in accordance with present embodiments of the invention;
[0024] FIG. 4 provides a block diagram of an apparatus configured
for media format determination when transferring a customer from
one specialist to another specialist, in accordance with
embodiments of the present invention;
[0025] FIG. 5 provides a more detailed block diagram of an
apparatus configured for media format determination when
transferring a customer from one specialist to another specialist,
in accordance with embodiments of the present invention;
[0026] FIG. 6 provides a flow diagram of a method for seamless
customer transfer from one specialist to another specialist during
an ongoing video conferencing communication session, in accordance
with embodiments of the present invention;
[0027] FIG. 7 provides a flow diagram of a method for media format
determination when transferring a customer from one specialist to
another specialist, in accordance with embodiments of the present
invention;
[0028] FIG. 8 provides a schematic and block diagram of a system
configured for requesting onsite assistance while conducting an
ongoing video conferencing communication session, in accordance
with embodiments of the present invention;
[0029] FIG. 9 provides a block diagram of a system for request
onsite assistance while conducting an ongoing video conferencing
communication session and responding to the request, in accordance
with embodiments of the present invention;
[0030] FIG. 10 provides a more detailed block diagram of an
apparatus configured for receiving assistance requests during an
ongoing video conferencing communication session, in accordance
with present embodiments of the invention;
[0031] FIG. 11 provides a more detailed block diagram of an onsite
computing device configured for processing assistance requests to
identity an entity for responding to the assistance request during
an ongoing video conferencing communication session, in accordance
with present embodiments of the invention; and
[0032] FIG. 12 provides a flow diagram of a method for providing a
customer automated onsite assistance when using a video
conferencing system, in accordance with embodiments of the present
invention.
DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION
[0033] Embodiments of the present invention will now be described
more fully hereinafter with reference to the accompanying drawings,
in which some, but not all, embodiments of the invention are shown.
Indeed, the invention may be embodied in many different forms and
should not be construed as limited to the embodiments set forth
herein; rather, these embodiments are provided so that this
disclosure will satisfy applicable legal requirements. Like numbers
refer to like elements throughout. Although some embodiments of the
invention described herein are generally described as involving a
"financial institution," one of ordinary skill in the art will
appreciate that the invention may be utilized by other businesses
that take the place of or work in conjunction with financial
institutions to perform one or more of the processes or steps
described herein as being performed by a financial institution.
[0034] As will be appreciated by one of skill in the art in view of
this disclosure, the present invention may be embodied as an
apparatus (e.g., a system, computer program product, and/or other
device), a method, or a combination of the foregoing. Accordingly,
embodiments of the present invention may take the form of an
entirely hardware embodiment, an entirely software embodiment
(including firmware, resident software, micro-code, etc.), or an
embodiment combining software and hardware aspects that may
generally be referred to herein as a "system." Furthermore,
embodiments of the present invention may take the form of a
computer program product comprising a computer-usable storage
medium having computer-usable program code/computer-readable
instructions embodied in the medium.
[0035] Any suitable computer-usable or computer-readable medium may
be utilized. The computer usable or computer readable medium may
be, for example but not limited to, an electronic, magnetic,
optical, electromagnetic, infrared, or semiconductor system,
apparatus, or device. More specific examples (e.g., a
non-exhaustive list) of the computer-readable medium would include
the following: an electrical connection having one or more wires; a
tangible medium such as a portable computer diskette, a hard disk,
a time-dependent access memory (RAM), a read-only memory (ROM), an
erasable programmable read-only memory (EPROM or Flash memory), a
compact disc read-only memory (CD-ROM), or other tangible optical
or magnetic storage device.
[0036] Computer program code/computer-readable instructions for
carrying out operations of embodiments of the present invention may
be written in an object oriented, scripted or unscripted
programming language such as Java, Perl, Smalltalk, C++ or the
like. However, the computer program code/computer-readable
instructions for carrying out operations of the invention may also
be written in conventional procedural programming languages, such
as the "C" programming language or similar programming
languages.
[0037] Embodiments of the present invention are described below
with reference to flowchart illustrations and/or block diagrams of
methods or apparatuses (the term "apparatus" including systems and
computer program products). It will be understood that each block
of the flowchart illustrations and/or block diagrams, and
combinations of blocks in the flowchart illustrations and/or block
diagrams, can be implemented by computer program instructions.
These computer program instructions may be provided to a processor
of a general purpose computer, special purpose computer, or other
programmable data processing apparatus to produce a particular
machine, such that the instructions, which execute by the processor
of the computer or other programmable data processing apparatus,
create mechanisms for implementing the functions/acts specified in
the flowchart and/or block diagram block or blocks.
[0038] These computer program instructions may also be stored in a
computer-readable memory that can direct a computer or other
programmable data processing apparatus to function in a particular
manner, such that the instructions stored in the computer readable
memory produce an article of manufacture including instructions,
which implement the function/act specified in the flowchart and/or
block diagram block or blocks.
[0039] The computer program instructions may also be loaded onto a
computer or other programmable data processing apparatus to cause a
series of operational steps to be performed on the computer or
other programmable apparatus to produce a computer implemented
process such that the instructions, which execute on the computer
or other programmable apparatus, provide steps for implementing the
functions/acts specified in the flowchart and/or block diagram
block or blocks. Alternatively, computer program implemented steps
or acts may be combined with operator or human implemented steps or
acts in order to carry out an embodiment of the invention.
[0040] According to embodiments of the invention described herein,
various systems, apparatus, methods, and computer program products
are herein described for determining the electronic media format
for transferring/transitioning a customer between specialists
and/or amongst different communication sources (i.e., applications
or devices/mechanisms) within a customer service outlet, such as a
banking center or the like. For example, while a two-way video
conference system may be used for communication between a customer
and a remote specialist, in certain instances in which the customer
requires transfer to another specialist (e.g., a specialist having
a different specialty) other media formats, such as one-way live
video conference, live audio-only conferencing, text chat or the
like may be implemented. In a further example, in which the
customer requires transition to a self-service application (i.e.,
an application that does not require live interaction with an
associate/specialist) other media formats such as pre-recorded
video or audio, online/network content/presentations may suffice
and may require transfer to a different communication source. The
need to determine a change in electronic media format upon
transferring/transitioning a customer between specialists and/or
communication sources may be based on media format availability and
may take into account cost effectiveness and customer
experience.
[0041] The determination of which electronic media format should be
used for the transferred communication may be based upon business
rules that may take into account various factors, such as, but not
limited to, the reason for the transfer (i.e., the type of
specialist, the type information required or the like), the status
of the customer, the profile/preferences of the customer, the
historical interactions with the customer and the like.
Additionally, other factors may influence the determination of the
electronic media format, for example, the predicted duration of the
transferred communication, the capabilities of the specialist or
the application, the current queue times and the like.
Seamless Customer Transfer in a Video Conference System
[0042] Referring to FIG. 1, a combination schematic and block
diagram is presented of a system 10 for seamless customer transfer
from one video conference specialist to another video conference
specialist during an ongoing video conference communication
session, in accordance with an embodiment of the invention. The
system 10 includes a first or customer-implemented video
conferencing apparatus 20 that is located within a private setting
in a business location, such that the customer 22 can communicate
and exchange private information with a specialist through
designated communication devices. In one specific example, the
first video conference apparatus 20 may be located within an
enclosed space at a financial institution, such as a banking
center. The customer-implemented video conferencing apparatus 20
includes a computing platform 30 having a memory 32 and a processor
34 in communication with memory 32. In addition, first video
conferencing apparatus 20 includes a display 36, a video camera 38,
a speaker 40 and a microphone 42, all of which are in communication
with the processor 34 and may be embodied in hardware and/or
software. The video conferencing apparatus 20 may include more than
one device, such as dedicated, stationary video conferencing
devices or the video conferencing apparatus 20 may be a single
device, such as a mobile device (i.e., computing tablet or the
like). The memory 32 of video conferencing apparatus 20 stores
customer video conferencing module 44 that is configured to
implement the display 36, the video camera 38, the speaker 40 and
the microphone 42 to conduct a video (and audio) communication
session (i.e., a video chat session) with a specialist that is
located physically remote from the business location at which the
first/customer-implemented video conferencing apparatus 20 is
located.
[0043] The first video-conferencing apparatus 20 is in network 12
communication (wired, wireless or a combination thereof) with a
second or specialist-implemented video conferencing apparatus 24.
Second video conferencing apparatus 24 may be any communication
device that facilitates audio and video communication, such as
personal computer (PC), laptop computer, mobile computing device
(e.g., tablet device, mobile/cellular telephone) or the like. The
specialist-implemented video conferencing apparatus 24 includes a
computing platform 46 having a memory 48 and a processor 50 in
communication with memory 48. In addition, second video
conferencing apparatus 24 includes a display 52, a video camera 54,
a speaker 56 and a microphone 58, all of which are in communication
with the processor 50 and may be embodied in hardware and/or
software. The memory 48 of second/specialist-implemented video
conferencing apparatus 24 stores specialist video conferencing
module 60 that is configured to implement the display 52, the video
camera 54, the speaker 56 and the microphone 58 to conduct a video
(and audio) communication session (i.e., a video chat session) with
a customer 22 that is located at the first video conferencing
apparatus 20.
[0044] In accordance with embodiments of the present invention, the
specialist video conferencing module 60 includes a customer
transferring routine 62 that is configured to provide the customer
with seamless transfer between specialists during an ongoing video
conference communication session. It should be noted that while the
customer transferring routine 62 is shown and described as being
embodied in the specialist video conferencing module 60 at least a
portion of the customer transferring routine 62 may also be
embodied in the customer video conferencing module 44 and/or
stored/executed at a network-based server. In the illustrated
example of FIG. 1, the customer 22 is participating in a two-way
video conferencing communication session with a first specialist 26
and requires seamless transfer to a second specialist 28.
[0045] Referring to FIG. 2, a block diagram is presented of a
second/specialist-implemented video conferencing apparatus 24
configured for seamless customer transfer from one specialist to
another specialist during an ongoing video conference communication
session, in accordance with embodiments of the present invention.
As described in relation to FIG. 1, video conferencing apparatus 24
includes computing platform 46 having a memory 48 and a processor
50 in communication with memory 48. In addition, video conferencing
apparatus 46 includes a display 52, a video camera 54, a speaker 56
and a microphone 58, all of which are in communication with the
processor 50 and may be embodied in hardware and/or software. The
memory 48 of video conferencing apparatus 24 stores specialist
video conferencing module 60 that is configured to implement the
display 52, the video camera 54, the speaker 56 and the microphone
58 to conduct a video conferencing communication session 64 (i.e.,
a video chat session) with a customer 22 that is located at the
first video conferencing apparatus 20 (shown in FIG. 1). The
specialist video conferencing module 60 includes a customer
transferring routine 62 that is configured to provide the customer
with seamless transfer between specialists during an ongoing video
conferencing communication session 64.
[0046] In response to (1) receiving, during an ongoing video
conferencing communication session 64 between a customer 22 and a
first specialist 26, an indication of a need (or a request) to
transfer 66 the customer to another specialist (i.e., one or more
specialists, such as second specialist 28 or the like) and (2)
communicating customer information 68 to the second specialist 28,
the customer transferring module routine 62 is configured to
provide a seamless transition mode 70 during the ongoing video
conferencing communication session 64 that allows for simultaneous
communication 72 between the customer 22, the first specialist 26
and the second specialist during the period in which the first
specialist 26 hands-off the video conferencing communication
session 64 to the second specialist 28 (i.e., the first specialist
26 drops-off of or departs from the video conferencing
communication session 64).
[0047] The indication of a need to transfer 66 may be an input
provided by either the first specialist 26 or the customer 22 and
may include the type of specialist requested. For example, in a
financial institution-based video conferencing system, a customer
may be communicating with a mortgage/home loans specialist and
during the course of the communication the specialist (or the
customer) may perceive a need for the customer to communicate with
a different type of specialist, (e.g., a financial advisor/wealth
management advisor). The indication of the need to transfer 66 may
result in identifying the second specialist 28, providing a listing
of currently available second specialists 28 from which the first
specialist 28 (or customer 22) may choose the appropriate second
specialist 28 or trigger queuing of the second specialist 28 (such
that the next available second specialist of the type requested is
the transferee specialist for the ongoing video conferencing
communication session 64).
[0048] Communicating customer information 68 to the second
specialist 28 prior to the seamless transition mode 70 may be
necessary to insure more efficiency during the transition mode 70.
The second specialist 28 can either review the customer information
68 prior to joining the transition mode 70 and/or rely on the
customer information 68 during the transition mode 70 and
thereafter. In specific embodiments, the customer information 68,
which may be historical customer information stored in the
customer's profile and/or may be dynamic information obtained by
the first specialist 26 during the ongoing video conferencing
communication session 64, may be communicated electronically or
electronically accessible to the second specialist 28. In such
embodiments, as described in more detail in relation to FIG. 3, in
the event the second specialist 28 is of a type that can only
receive, without explicit customer consent, specific information
related to the customer, the customer transferring routine 62 may
include a rules engine to determine what specific information can
be communicated to the second specialist absent the explicit
customer consent. In alternate embodiments of the invention, in
which the first specialist 26 places the customer 22 on hold while
contacting an appropriate second specialist 28, the first
specialist 26 may, in addition to or in lieu of electronic
communication, manually communicate the customer information 68 to
the second specialist 28.
[0049] Moreover, the customer transferring routine 62 is configured
to seamlessly transfer the video conferencing communication session
64 from (1) communication between first specialist 26 and the
customer 22 to (2) to the transition mode 70 which includes
simultaneous communication between the first specialist 26, the
customer 22 and the second specialist 28. In embodiments in which
the media format is video, simultaneous communication may include a
dual screen display of two or more of the transition mode 70
participants. For example, the customer may be presented with a
dual screen display of a live video stream of the first specialist
and a live stream of the second specialist (or live video streams
of multiple second specialists, if such is warranted), while the
first specialist 26 is presented with dual screen display of a live
video stream of the customer and a live video stream(s) of the
other specialist(s). The transition mode 70 serves to create an
environment for the first specialist 28 to introduce the customer
22 to the second specialist 28, as well as, a forum for the first
specialist 26 to communicate the context of the transfer or other
customer-related information to the second specialist 28 in the
"presence" of the customer 22.
[0050] Referring to FIG. 3, a block diagram is presented of a
second/specialist-implemented video conferencing apparatus 24
configured for seamless customer transfer from one specialist to
another specialist during an ongoing video conferencing
communication session, in accordance with embodiments of the
present invention. The video conferencing apparatus 24 which may
include more than one physical device or unit is operable to
receive and execute modules, routines and applications, such as
specialist video conferencing module 60 and the subcomponent
customer transferring routine 62 and the like.
[0051] The video conferencing apparatus 24 includes a computing
platform that can receive and execute routines and applications.
The computing platform includes memory 48, which may comprise
volatile and nonvolatile memory such as read-only and/or
random-access memory (RAM and ROM), EPROM, EEPROM, flash cards, or
any memory common to computer platforms. Further, memory 48 may
include one or more flash memory cells, or may be any secondary or
tertiary storage device, such as magnetic media, optical media,
tape, or soft or hard disk.
[0052] Further, the computing platform also includes at least one
processor 50, which may be an application-specific integrated
circuit ("ASIC"), or other chipset, processor, logic circuit, or
other data processing device. Processor 50 or other processor such
as ASIC may execute an application programming interface ("API")
layer (not shown in FIG. 3) that interfaces with any resident
programs, such as video conferencing module 60 and the subcomponent
customer transferring routine 62 and the like, stored in the memory
48 of video conferencing apparatus 24. Processor 50 includes
various processing subsystems (not shown in FIG. 3) embodied in
hardware, firmware, software, and combinations thereof, that enable
the functionality of video conferencing apparatus 24 and the
operability of the apparatus on a network. For example, processing
subsystems allow for initiating and maintaining communications, and
exchanging data, with other networked devices. Additionally,
processing subsystems may include any portion of the functionality
of video conferencing module 60 obviating the need for such
applications and modules to be stored in the memory.
[0053] As previously noted in relation to FIGS. 1 and 2, video
conferencing apparatus 24 includes display 52, video camera/image
capturing device 54, speaker 56 and microphone 58, which are all in
communication with processor 50.
[0054] The memory 48 of video conferencing apparatus 24 stores
specialist video conferencing module 60 that is configured to
implement the display 52, the video camera 54, the speaker 56 and
the microphone 58 to conduct a video conferencing communication
session 64 (i.e., a video chat session) with a customer 22 that is
located at a video conferencing apparatus (video conferencing
apparatus 20 of FIG. 1). The specialist video conferencing module
60 includes a customer transferring routine 62 that is configured
to provide the customer with seamless transfer between specialists
during an ongoing video conferencing communication session 64.
[0055] In specific embodiments, the customer transferring routine
62 is configured to receive, during the ongoing video conferencing
communication session 64 between the customer 22 and the first
specialist 26, an indication of a need to transfer 66 the
communication to a second specialist 66. It should be noted that a
second specialist may include more than one specialist (e.g.,
different types of specialties) in those instances in which more
than one specialist is needed or required by the customer. As
previously noted the indication may comprise an input provided by
either the first specialist 26 or the customer 22 and may include
the type of specialist requested. In certain embodiments, the
customer transfer routine 62 may be configured to allow the
customer to initiate a transfer to another specialist of the same
type in the event the customer 22 is experiencing communication
problems (i.e., technical problems or the like) with the first
specialist 26 or believes that they would be better serviced by
another specialist. In other specific embodiments, the first
specialist 26, through communications with the customer 22, may
perceive the need for a different type of specialist and, in
response to asking and confirming that the customer desires a
transfer to another specialist at the conclusion of their
discussions, provides the request input indicating the need for the
transfer.
[0056] As previously discussed in relation to FIG. 2, the
indication of the need to transfer 66 may result in any one of (a)
identifying the second specialist 28, (b) providing a listing of
currently available second specialist 28 from which the first
specialist 28 (or customer 22) may choose the appropriate second
specialist 28 and/or (c) trigger queuing of the second specialist
28 (such that the next available specialist of the type requested
is the transferee/second specialist 28 for the ongoing video
conferencing communication session 64. Queuing of the second
specialist 28 may insure that the second specialist 28 is on-hand,
waiting to join the transition mode 70 when the customer 22 and the
first specialist 26 are ready to move into the transition mode 70.
In other embodiments of the invention, the customer transferring
routine 64 may be configured to alert the first specialist (and/or
customer 22) when the second specialist has been identified and/or
when the second specialist is ready to enter the transition mode
70. Identification of the second specialist is necessary in order
to subsequently communicate customer information 68 to the second
specialist 28 prior to the transition mode 70.
[0057] In addition, customer transferring routine 62 may be
configured to electronically communicate customer information 68 to
the second specialist 28 prior to the seamless transition mode 70.
Such communication of customer information prior to the transition
mode may be necessary to insure more efficiency during the
transition mode 70 (i.e., the first specialist or the customer does
not have to communicate rudimentary information and/or information
communicated to the second specialist during the initial
(pre-transition mode) portion of the video conferencing
communication session 64). In this regard, the second specialist 28
can either review the customer information 68 prior to joining the
transition mode 70 and/or rely on the customer information 68
during the transition mode 70 and thereafter. In specific
embodiments, the customer information 68 may be historical customer
information stored in the customer's profile and/or may be dynamic
information obtained by the first specialist 26 during the ongoing
video conferencing communication session 64.
[0058] The customer transferring routine 62 may be configured to
include customer information exchange rules engine 74 that applies
business rules 76 to determine what customer information 68 can
(and cannot) be communicated to the second specialist 28, absent
consent from the customer 22. The business rules 76 may be unique
to different line-of-businesses or other entities within the
business implementing the video conferencing system and may be
based on the customer information 78 that is accessible or obtained
by the first specialist 26 and/or the type 80 of the second
specialist. For example, in the financial institution business
setting, only certain information, as designated by privacy laws
and/or the financial institution, may be communicated to a
financial advisor/wealth management type specialist, absent consent
by the customer. In this regard, the rules engine 74 acts as a
filter to ensure that only compliant customer information is
communicated to the second specialist prior to the transition mode
70. In other embodiments of the invention, the customer
transferring routine 62 may be configured to include a customer
information exchange option 82, which is presented to the customer
22 in response to receiving an indication 66 that a transfer is
necessary and, which based on customer input 84 that acquiesces to
the communication of the customer information 68, results in the
communication of the customer information 68 to the second
specialist 28. The customer information exchange option 82 may
include all necessary disclosures which need to be communicated to
the customer 22 for the purpose of effectuating the communication
of the customer information 68 to the second specialist 28. It
should be noted that in certain instances, all information
pertaining to the customer (i.e., historical profile information or
information obtained during the video conferencing communication
session) may be communicated to the second specialist, without
subjecting the information to the rules engine 74 or otherwise
obtaining the customer's consent.
[0059] In alternate embodiments, not shown in FIG. 3 but described
in detail in relation to FIGS. 4 and 5, the video conferencing
module 60 may include an electronic media format determination
routine configured to determine the electronic media format for the
communication between the second specialist and the customer based
on business rules and/or the media capabilities of the second
specialist. In certain instances, the second specialist may only be
capable of communicating via voice and/or text chat, while in other
instances, the business, for economic reasons or the like, may
prefer to implement voice-only conferencing or text chat (as
opposed to video communication).
[0060] As previously noted in relation to FIG. 2, the customer
transferring routine 62 is configured to seamlessly transfer the
video conferencing communication session from (1) communication
between first specialist 26 and the customer 22 to (2) the
transition mode 70 which includes simultaneous communication
between the first specialist 26, the customer 22 and the second
specialist 28. In embodiments in which the electronic media format
is two-way video conferencing, simultaneous communication may
include a dual screen simultaneous display 86 of two or more of the
transition mode 70 participants. For example, the customer may be
presented with a dual screen display of a live video stream of the
first specialist and a live stream of the second specialist (or
live video streams of multiple second specialists, if such is
warranted), while the specialist is presented with dual screen
display of a live video stream of the customer and a live video
stream(s) of the other specialist(s). The transition mode 70 serves
to create an environment for the first specialist 28 to introduce
the customer 22 to the second specialist 28, as well as, a forum
for the first specialist 26 to communicate the context of the
transfer or other customer-related information to the second
specialist 28 in the "presence" of the customer 22.
Determining Electronic Media Format when Transferring a Customer
Between Specialists or Amongst Communication Sources at a Customer
Service Outlet
[0061] Referring to FIG. 4, a block diagram is presented of an
apparatus 100 configured for determining electronic media format
when seamlessly transferring/transitioning a customer from one
media-based communication session to another media-based
communication session, in accordance with embodiments of the
present invention. Apparatus 100 includes computing platform 102
having a memory 104 and a processor 106 in communication with
memory 104. In addition, apparatus 124 may, in some embodiments,
include a display 108, a video camera 110, a speaker 112 and a
microphone 114, all of which are in communication with the
processor 150 and may be embodied in hardware and/or software. The
memory 104 of apparatus 100 stores communication module 116 that is
configured to implement one or more of the display 108, the video
camera 110, the speaker 112 and the microphone 114 to conduct a
communication session 118 (i.e., a two-way video conference
session, a one-way video conference session, an audio session, a
text chat session or the like) with a customer 22. The
communication module 116 includes a customer transfer routine 120
that is configured to provide the customer with seamless transfer
between specialists and/or communication sources during an ongoing
communication session 118.
[0062] The customer transferring routine 120 is configured to
receive, during an ongoing communication session 118, a request to
transfer 122 the customer to another specialist and/or, another
communication source/platform or the like. The request to transfer
166 may be an input provided by either the customer 22, the
specialist 26 communicating with the customer or the
application/platform and may include the type of specialist and/or
platform/application requested. For example, in a financial
institution-based video conference system, a customer may be
communicating with a mortgage/home loans specialist and during the
course of the communication the specialist (or the customer) may
perceive a need for the customer to communicate with a different
type of specialist, (e.g., a financial advisor/wealth management
advisor). The request to transfer 122 may result in identifying the
second specialist 28, providing a listing of currently available
second specialists 28 from which the first specialist 26 (or
customer 22) may choose, or trigger queuing of the second
specialist 28 (such that the next available second specialist of
the type requested is the transferee specialist for the ongoing
communication session 26.
[0063] In response to receiving the request to transfer 122, the
customer transferring routine 120 is further configured to perform
an electronic media format determination 124 to determine an
electronic media format 194 to implement upon transfer (e.g., for
communication between the second specialist 28 and the customer 22
or, in a self-service capacity, communication between an
online/network content/presentation and the customer 22) based on
application of at least one business rule 126. The electronic media
format 128 may be two-way video conference, one-way video
conference (customer receives video and audio feed and specialist
only receives audio feed) audio-only conferencing, text chat,
visual-only media, such as online/network content,
application/presentation or any other conceivable media format used
for communication. It should be noted that determination of the
electronic media format may be based on the capabilities of the
second specialist and/or the configuration of the online/network
content, application/presentation. For example, in certain
instances, specialists of a certain type may only be configured to
communicate via audio, in which case, if the requested specialist
is of that type, the media format is limited to audio-only. In
other examples if the requested business knowledge source is
online/network content or a presentation/application, the media
format may be limited to a visual-only presentation.
[0064] Moreover, in specific embodiments in which the transfer of
communication sessions is between specialists within a video
conference communication session, the customer transferring routine
120 may be configured to seamlessly transfer 130 the video
conferencing communication session from (1) communication between
first specialist 26 and the customer 22 to (2) to communication
between the first specialist 26, the customer 22 and the second
specialist 28 implementing the determined electronic media format
128. In such embodiments, seamless transfer 130 may include
simultaneous communication between the first specialist 26, the
customer 22 and the second specialist 28. Thus, for example, if the
determined electronic media format is audio conference-only, the
second specialist may join an ongoing video conferencing
communication session via audio-only, while the first specialist 26
and the customer 22 are communicating via video and, once the first
specialist 26 hands-off the session to the second specialist 28,
the remainder of the communication session concludes in audio-only
conference communication. In the same regard, if the determined
electronic media format is text-chat, the second specialist 28 may
join the communication session via text-chat, while the first
specialist 26 and the customer 22 are communicating via video. The
portion of simultaneous communication allows for the first
specialist 26 to instruct the customer 22 as to how to conduct the
text-chat, if need be. Once the first specialist 26 hands-off the
session to the second specialist 28, the remainder of the
communication session concludes in text-chat only
communication.
[0065] Referring to FIG. 5, a block diagram is presented of an
apparatus 100 configured for determining media format when
seamlessly transferring a customer amongst business knowledge
sources (specialists and/or communication sources) at a customer
service outlet, in accordance with embodiments of the present
invention. The apparatus 100 which may include more than one
physical device or unit is operable to receive and execute modules,
routines and applications, such as communication module 116 and the
subcomponent customer transferring routine 120 and the like.
[0066] The apparatus 100 includes a computing platform 102 that can
receive and execute routines and applications. The computing
platform includes memory 104, which may comprise volatile and
nonvolatile memory such as read-only and/or random-access memory
(RAM and ROM), EPROM, EEPROM, flash cards, or any memory common to
computer platforms. Further, memory 104 may include one or more
flash memory cells, or may be any secondary or tertiary storage
device, such as magnetic media, optical media, tape, or soft or
hard disk.
[0067] Further, the computing platform also includes at least one
processor 106, which may be an application-specific integrated
circuit ("ASIC"), or other chipset, processor, logic circuit, or
other data processing device. Processor 106 or other processor such
as ASIC may execute an application programming interface ("API")
layer (not shown in FIG. 5) that interfaces with any resident
programs, such as communication module 116 and the subcomponent
customer transferring routine 120 and the like, stored in the
memory 104 of apparatus 100. Processor 106 includes various
processing subsystems (not shown in FIG. 5) embodied in hardware,
firmware, software, and combinations thereof, that enable the
functionality of apparatus 100 and the operability of the apparatus
on a network. For example, processing subsystems allow for
initiating and maintaining communications, and exchanging data,
with other networked devices. Additionally, processing subsystems
may include any portion of the functionality of communication
module 116 obviating the need for such applications and modules to
be stored in the memory.
[0068] As previously noted in relation to FIGS. 1-4, apparatus 100
includes one or more of display 108, video camera/image capturing
device 110, speaker 112 and microphone 114, which are all in
communication with processor 106.
[0069] The memory 104 of apparatus 100 stores communication module
116 that is configured to implement at least one of the display
108, the video camera 110, the speaker 112 and the microphone 114
to conduct a communication session 118 (e.g., a video chat session
or the like) with a customer 22 that is located at a communication
source (e.g., video conference apparatus 20 of FIG. 1). The
communication module 116 includes a customer transferring routine
120 that is configured to provide the customer with seamless
transfer between specialists during an ongoing communication
session 118.
[0070] In specific embodiments, the customer transferring routine
120 is configured to receive, during the ongoing communication
session 118 between the customer 22 and the first specialist 26, a
request to transfer 122 the communication to a second specialist
28. It should be noted that a second specialist 28 may include more
than one specialist (e.g., different types of specialties for each
specialist) in those instances in which more than one specialist is
needed or required by the customer. As previously noted the request
122 may comprise an input provided by either the first specialist
26 or the customer 22 and may include the type of specialist
requested. In certain embodiments, the customer transfer routine
120 may be configured to allow the customer to initiate a transfer
to another specialist of the same type in the event the customer 22
is experiencing communication problems (e.g., technical problems)
with the first specialist 26 or believes that they would be better
serviced by another specialist. In other specific embodiments, the
first specialist 28, through communications with the customer 22,
may perceive the need for a different type of specialist and, in
response to asking and confirming that the customer desires a
transfer to another specialist at the conclusion of their
discussions, provides the request input indicating the need for the
transfer.
[0071] As previously discussed in relation to FIG. 4, the request
to transfer 122 may result in any one of (a) identifying the second
specialist 28, (b) providing a listing of available second
specialists 28 from which the first specialist 28 (or customer 22)
may choose the appropriate second specialist 28 and/or (c) trigger
queuing of the second specialist 28 (such that the next available
specialist of the type requested is the transferee/second
specialist 28 for the ongoing communication session 118. Queuing of
the second specialist 28 may insure that the second specialist 28
is on-hand, waiting to join the transfer/transition mode 130 when
the customer 22 and the first specialist 26 are ready to move into
the transition mode 130. In other embodiments of the invention, the
customer transferring routine 120 may be configured to alert the
first specialist (and/or customer 22) when the second specialist
has been identified and/or when the second specialist is ready to
move to the seamless transfer mode 130 of communication.
Identification of the second specialist may be necessary, in those
embodiments of the invention that require communication of customer
information to the second specialist 28 prior to the seamless
transfer 130.
[0072] In response to receiving the request to transfer 122, the
customer transferring routine 120 is further configured to
determine an electronic media format 124 to implement upon transfer
(i.e., for communication between the second specialist 28 and the
customer 22) based on application on at least one business rule
126. The electronic media format may be two-way video conferencing,
one-way video conferencing audio-only conferencing, text chat or
any other conceivable media format used for communication. The
business rule 126 may be based on customer status 132 such that a
customer having a preferred (i.e., elevated) status may be provided
video format, while a customer of a standard/non-preferred status
may be provided a lesser media format, such as audio-only or text
chat. In additional embodiments of the invention, the business rule
126 may be based on customer profile information 134. For example,
the customer profile information 134 may indicate which media
format the customer prefers or may provide information about an
attribute that is paramount to media format determination (i.e.,
the customer has a preferred language or the customer has a
disability, such as hearing impaired or the like). In other
embodiments of the invention, the business rule 126 may be based on
historical interactions/transactions 136 conducted with the
customer. For example, the historical interactions 136 may indicate
difficulty interacting with the customer or difficulty pleasing the
customer, in such instances, the video format may be preferred to
insure that the customer of provided the utmost attention and
care.
[0073] In other embodiments of the invention, the business rule 126
applied to determine the media format 124 may be based on the
reason for the transfer/type second specialist 138. For example, if
the transfer is because the customer is unsatisfied with the
current specialist or desires another specialist, the media format
may be video to insure proper attention and care is given to the
customer. In other embodiments, in which certain types of
specialists (e.g., certain lines-of-business or the like) may be
limited to communication via certain types of media, the type of
the second specialist may dictate the determined media format.
[0074] In still further embodiments of the invention, the business
rule 126 applied to determine the media format 124 may be based on
the shortest queue time 140. In certain instances, in which the
customer may be unwilling to wait for certain type of media format,
the media format with the shortest wait time (i.e., queue) may be
chosen or the queue time may be one factor in determining the media
format. In other embodiments of the invention, the business rule
126 applied to determine the media format 124 may be based on media
format availability 143. For example, network disruptions or the
like may result in certain media formats being currently
unavailable, in which cases other media formats may be determined
to accommodate the need for a timely transfer.
[0075] In alternate embodiments, not shown in FIG. 5 but which are
described in detail in relation to FIGS. 2 and 3, the communication
module 116 may include a customer information exchange rules engine
74 that applies one or more business rules 76 to information
related to the customer to determine what information is suitable
to communicate to the second specialist prior to seamlessly
transferring the communication session to the second
specialist.
[0076] As noted in relation to FIG. 4, the customer transferring
routine 120 is configured to seamlessly transfer 130 the
communication session from (1) communication between first
specialist 26 and the customer 22 to (2) to communication between
the first specialist 26, the customer 22 and the second specialist
28 implementing the determined media format 128. In such
embodiments, seamless transfer 130 may include simultaneous
communication 144 between the first specialist 26, the customer 22
and the second specialist 28. Thus, for example, if the determined
media format is audio-only, the second specialist will join the
communication session 118 via audio-only, while the first
specialist 26 and the customer 22 are communicating via video and,
once the first specialist hands-off the session to second
specialist, the remainder of the communication session 118
concludes in audio-only communication. In the same regard, if the
determined media format 128 is text-chat, the second specialist 28
will join the communication session 118 via text-chat, while the
first specialist 26 and the customer 22 are communicating via
video.
[0077] Referring to FIG. 6, a flow diagram is presented of a method
200 for seamless customer transfer from one specialist to another
specialist during an ongoing video conference communication
session, in accordance with embodiments of the present invention.
At Event 202, in response to receiving, during a video conference
communication session conducted between a customer and a first
specialist, an indication (or request) that the customer requires
communication with a second specialist, electronically
communicating, to the second specialist, customer information
(e.g., customer profile information and/or information obtained
from the customer during the current communication session). In
specific embodiments, the indication that the customer requires
communication may provide for receipt of an input from either the
first specialist or the customer that is configured to request the
transfer (communication with the second specialist). In such
embodiments, the input, which may include the type of second
specialist requested, may be configured to identify the second
specialist, present a listing of second specialists currently
available and/or place the customer in a queue for the second
specialist.
[0078] In other specific embodiments of the method, communicating
the customer information may include implementing a customer
information exchange rules engine to determine what information can
be passed along to the second specialist, absent customer consent.
In other specific embodiments of the method, communicating the
customer information may include providing the customer an
information exchange option that allows the customer to consent to
information exchange to the second specialist.
[0079] At Event 204, the video conference communication session is
transitioned from communication between the customer and the first
specialist to a transition mode that allows the first specialist,
the second specialist and the customer to communicate
simultaneously prior to the first specialist handing-off the
communication session to the second specialist. In specific
embodiments of the method such transitioning includes presenting a
dual screen display to the customer, first specialist and second
specialist that includes live video streams of the first
specialist, the second specialist and the customer, such that,
during the transition mode, the customer views live video streams
of the first and second specialists and the first and second
specialists view live video streams of the customer and the other
specialist.
[0080] Referring to FIG. 7, a flow diagram is presented of a method
300 for determining media format for customer transfer from one
specialist to another specialist during an ongoing communication
session, in accordance with embodiments of the present invention.
At Event 302, during a media-based communication session conducted
between a customer and a first specialist, a request is received to
transfer a customer from a first specialist to a second specialist.
In specific embodiments, the request is an input from either the
first specialist or the customer that is configured to request the
transfer (communication with the second specialist). In such
embodiments, the input, which may include the type of second
specialist requested, may be configured to identify the second
specialist, present a listing of second specialists currently
available and/or place the customer in a queue for the second
specialist.
[0081] At Event, 304 in response to receiving the request, a media
format is determined which will be implemented for communication
between the second specialist and the customer during the ongoing
communication session. The determination of the media format is
based on application of one or more business rules. The business
rules may be based on the status of the customer at the business,
customer profile/preferences information or customer information
obtained during the current communication session. Moreover, the
business rules may be based on historical interactions with the
customer, the reason for the transfer and/or the type of second
specialist requested. In additional embodiments of the invention,
the business rules may take into account the shortest queue/wait
time for a media format or the current availability of a media
format.
[0082] At Event 306, the communication session is seamlessly
transitioned from communication between the customer and the first
specialist to a transition mode that allows the first specialist,
the second specialist and the customer to communicate
simultaneously prior to the first specialist handing-off the
communication session to the second specialist. In specific
embodiments of the method, in which the determined media format is
video, such transitioning includes presenting a dual screen display
to the customer, first specialist and second specialist that
includes live video streams of the first specialist, second
specialist and customer, such that, during the transition mode, the
customer views live video streams of the first and second
specialists and the first and second specialists view live video
streams of the customer and the other specialist. In other
embodiments of the invention, the simultaneous communication may
provide for the first specialist and customer to continue
communicating in video format while the customer, and in some
embodiments, the first specialist communicate with the second
specialist in the determined media format.
Automated Local Assistance to a Customer Using a Video Conferencing
System at a Business Location
[0083] According to further embodiments of the invention described
herein, various systems, apparatus, methods, and computer program
products are herein described for providing automated local
assistance to customer currently using a video conference system. A
request for assistance can be made during an ongoing video
conference communication session by either the customer or the
specialist. The request is configured to define the purpose of the
request. The request is received by a customer assistance reply
module that determines an entity responsible for replying to the
request based on the purpose of the request and notifies the
entity. For example, if the purpose of the request is for a notary,
a notary is identified and is notified. However, if the request is
for materials (e.g., paper and pens) to be brought into the video
conferencing area/room, a generic associate/customer service
representative is identified and notified. In further embodiments
of the invention, the customer assistance reply module is
configured to implement an entity assistance queue which places the
request in the queue such that a next-in-time available
associate/customer service representative is assigned to the
assistance request. The entity/associate assigned to reply to the
request may be notified of such via an alert that states the
purpose of the request and may provide the location of the private
setting where the video conference is occurring.
[0084] In this regard, by providing automated assistance during an
ongoing video conference neither the customer nor the specialist
needs to perform further actions to obtain the requested
assistance. For example, the specialist does not have to place the
customer on hold and contact the business location nor does the
customer need to depart the video conference location and seek out
assistance within the business location. As a result no
interruption of the video conference occurs and the assistance
appears at the video conference location with minimal to no
intervention on behalf of the video conference participants.
[0085] Referring to FIG. 8, a combination schematic and block
diagram is presented of a system 10 for providing automated
customer assistance during an ongoing video conference at a
customer service outlet, such as a banking center, in accordance
with an embodiment of the invention. The system 10 includes a first
or customer-implemented video conferencing apparatus 420 that is
located within a private setting in a business location, such that
the customer 422 can communicate and exchange private information
with remote specialists. In one specific example, the first video
conferencing apparatus 420 may be located within an enclosed office
space at a financial institution, such as a banking center. The
customer-implemented video conferencing apparatus 420 includes a
computing platform 430 having a memory 432 and a processor 434 in
communication with memory 432. In addition, video conferencing
apparatus 420 includes a display 436, a video camera 438, a speaker
440 and a microphone 442, all of which are in communication with
the processor 434 and may be embodied in hardware and/or software.
The memory 432 of video conferencing apparatus 420 stores customer
video conferencing module 444 that is configured to implement the
display 436, the video camera 438, the speaker 440 and the
microphone 442 to conduct a video conference communication session
(i.e., a video chat session) with a specialist 426 that is located
physically remote from the business location at which the video
conferencing apparatus 420 is located. The customer video
conferencing module 444 includes customer assistance request
routine 462 that is configured to allow the customer to request
local assistance during an ongoing video conference. Local
assistance provides for entity within the business location to be
notified of the assistance request and appear at the private
setting during the video conference to provide the requested
assistance.
[0086] The customer-implemented video conferencing apparatus 420 is
in network 412 communication (wired, wireless or a combination
thereof) with a second or specialist-implemented video conferencing
apparatus 424. Video conferencing apparatus 24 may be any
communication device that facilitates audio and video
communication, such as personal computer (PC), laptop computer,
mobile computing device (e.g., tablet device, mobile/cellular
telephone) or the like. The specialist-implemented video
conferencing apparatus 424 includes a computing platform 446 having
a memory 448 and a processor 450 in communication with memory 448.
In addition, video conferencing apparatus 424 includes a display
452, a video camera 454, a speaker 456 and a microphone 458, all of
which are in communication with the processor 450 and may be
embodied in hardware and/or software. The memory 448 of video
conferencing apparatus 224 stores specialist video conferencing
module 460 that is configured to implement the display 452, the
video camera 454, the speaker 456 and the microphone 458 to conduct
a video communication session (i.e., a video chat session) with the
customer 422 that is located at the first video conference
apparatus 420. The specialist video conferencing module 460
includes customer assistance request routine 462 that is configured
to allow the specialist to request local assistance for the
customer during an ongoing video conference, such that, an entity
within the business location is notified of the assistance request
and appears at the private setting during the video conference to
provide the requested assistance to the customer.
[0087] Referring to FIG. 9, a dual block diagram is presented of a
video conferencing apparatus 420/424 configured for requesting
local assistance during an ongoing video conference and an on-site
computing apparatus 468 configured to receive the local assistance
request and identify the entity on-site for responding to the
request, in accordance with embodiments of the present invention.
As described in relation to FIG. 1, video conferencing apparatus
420/424 includes computing platform 430/446 having a memory 432/448
and a processor 434/450 in communication with memory 432/448. The
memory 432/448 may comprise volatile and nonvolatile memory such as
read-only and/or random-access memory (RAM and ROM), EPROM, EEPROM,
flash cards, or any memory common to computer platforms. Further,
memory 432/448 may include one or more flash memory cells, or may
be any secondary or tertiary storage device, such as magnetic
media, optical media, tape, or soft or hard disk. The processor
434/450 may be an application-specific integrated circuit ("ASIC"),
or other chipset, processor, logic circuit, or other data
processing device. Processor 434/450 or other processor such as
ASIC may execute an application programming interface ("API") layer
(not shown in FIG. 9) that interfaces with any resident programs,
such as video conferencing module 60 and the subcomponent customer
transferring routine 62 and the like, stored in the memory 48 of
video conferencing apparatus 24. Processor 50 includes various
processing subsystems (not shown in FIG. 3) embodied in hardware,
firmware, software, and combinations thereof, that enable the
functionality of video conferencing apparatus 420/42424 and the
operability of the apparatus on a network. For example, processing
subsystems allow for initiating and maintaining communications, and
exchanging data, with other networked devices. Additionally,
processing subsystems may include any portion of the functionality
of video conferencing module 444/460 obviating the need for such
applications and modules to be stored in the memory. In addition,
video conferencing apparatus 420/424 includes a display 436/452, a
video camera 438/454, a speaker 440/456 and a microphone 442/458,
all of which are not shown in FIG. 9 and are in communication with
the processor 434/450 and may be embodied in hardware and/or
software.
[0088] The memory 432/448 of video conferencing apparatus 420/424
stores video conferencing module 444/460 that is configured to
implement the display 436/452, the video camera 438/454, the
speaker 440/456 and the microphone 442/458 to conduct a video
conferencing communication session 464 (i.e., a video chat session)
between a customer 422 that is located at a private setting within
a business location and a specialist 426 located remote from the
business location.
[0089] The video conference module 444/460 includes customer
assistance request routine 462 that is configured to receive an
assistance request input 466 from the customer or the specialist
during an ongoing video conference communication session 464. In
specific embodiments the user interface that displays the video
feed of the customer to the specialist (or specialist to the
customer) may include an activatable key for requesting local
assistance. Additionally, as shown in FIG. 10, the assistance
request 466 may include the specified purpose 480 for the
assistance. In those embodiments that utilize the activatable key
for requesting local assistance, activation of the key may provide
for display of a dialog box or the like for the customer/specialist
to input the specified purpose 480 or activation of the key may
provide for display of specific purpose options, from which the
customer or specialist may choose a specified purpose 480.
[0090] The on-site computing apparatus 468 includes computing
platform 470 having a memory 472 and at least one processor 474 in
communication with the memory. The memory 472 of on-site computing
apparatus 468 includes customer assistance reply module 476 that is
configured to receive the assistance request input 466 inputted by
the customer 422 or the specialist 426 and identify an entity
on-site (i.e., within the business location) 478 for responding to
the assistance request.
[0091] Referring to FIG. 11, a block diagram is presented of an
onsite computing apparatus 468 configured for receiving assistance
requests from customers and specialists during ongoing video
conferences, identifying entities for responding to the requests
and notifying the identified entities, in accordance with
embodiments of the present invention. The apparatus 468 which may
include more than one physical device or unit may be physically
located at the business location or may be in networked
communication with the business location and is operable to receive
and execute modules, routines and applications, such as customer
assistance reply module 476 and the subcomponent entity
notification routine 484 and the like.
[0092] The apparatus 468 includes a computing platform 470 that can
receive and execute routines and applications. The computing
platform includes memory 472, which may comprise volatile and
nonvolatile memory such as read-only and/or random-access memory
(RAM and ROM), EPROM, EEPROM, flash cards, or any memory common to
computer platforms. Further, memory 472 may include one or more
flash memory cells, or may be any secondary or tertiary storage
device, such as magnetic media, optical media, tape, or soft or
hard disk.
[0093] Further, the computing platform 470 also includes at least
one processor 474, which may be an application-specific integrated
circuit ("ASIC"), or other chipset, processor, logic circuit, or
other data processing device. Processor 474 or other processor such
as ASIC may execute an application programming interface ("API")
layer (not shown in FIG. 11) that interfaces with any resident
programs, such as customer assistance reply module 476 and the
subcomponent entity notification routine 484 and the like, stored
in the memory 472 of apparatus 468. Processor 474 includes various
processing subsystems (not shown in FIG. 11) embodied in hardware,
firmware, software, and combinations thereof, that enable the
functionality of apparatus 468 and the operability of the apparatus
on a network. For example, processing subsystems allow for
initiating and maintaining communications, and exchanging data,
with other networked devices. Additionally, processing subsystems
may include any portion of the functionality of customer assistance
reply module 476 obviating the need for such applications and
modules to be stored in the memory.
[0094] The memory 472 of apparatus 468 stores customer assistance
reply module 476 that is configured to receive the assistance
request input 466 inputted by the customer 422 or the specialist
466 and identify the entity responsible for responding to the
request 478 based on the specified purpose 480 included within the
assistance request input 466. For example, if the assistance
request is a general request with no specified purpose 480 or
specified purpose is associate/customer service
representative-generic (i.e., a request for printed materials,
documents, supplies or the like) the module 476 will realize that
any available associate/customer service representative may be the
entity for responding to the request 78. In other embodiments, the
specified purpose 480 may be for a specific function, such as a
notary, which only certain specific associates/customer service
representatives may qualify to perform the function.
[0095] In other embodiments of the invention, the customer
assistance reply module 476 may implement an entity availability
queue 482 which places the assistance request 466 in the queue such
that the next-in-time available associate/customer service
representatives is identified or otherwise assigned as the
responsible entity for replying to the assistance request. In those
embodiments of the invention, in which the assistance requests
includes a specified purpose 480 the entity availability queue 482
may be specific to the specified purpose (e.g., a notary queue, or
the like) such that the next-in-time available associate/customer
service representatives that meets the specified purpose is
identified or otherwise assigned as the responsible entity for
replying to the assistance request. In other embodiments of the
invention, associate's/customer service representative's
workload/business is taken into account in identifying which
associate/customer service representative to assign to an
assistance request. For example, if the assistance request may
result in further business (as determined by the specified purpose
480) the associate/customer service representative assigned to
provide the assistance may be an associate/customer service
representative with minimal business over a predetermined time
period (e.g., day, week, month or the like).
[0096] The customer assistance reply module 476 may further include
an entity notification routine 484 that is configured to notify the
entity 478 identify as responsible for responding to the assistance
request. In this regard, the entity notification routine 484 may be
configured to generate and initiate electronic communication of an
alert 486 that notifies an associate/customer service
representative of the need to respond and may include, the
specified purpose 480 of the assistance request, customer identity
488 and other relative customer information 488 (e.g., as obtained
from a customer profile, inputted by the specialist or customer
with the request or the like). In addition, the alert 486 may
include the location 490 of the video conference, in the event the
location provides for more than one video conference location. The
alert may take the form of an Instant Message (IM) displayed on a
work station of the associate/customer service representative, a
text message to a mobile communication device, a voice message to a
mobile communication device or the like. Moreover, the entity
notification routine 484 may be configured such that if the entity
478 identified as responsible for responding to the assistance
request does not acknowledge the alert (acquiescing in respond to
the assistance request) within a predetermined period of time, the
customer assistance reply module 476 will identify a next available
associate/customer service representative for responding to the
assistance request, and generate and initiate communication of an
alert 486 to the next available associate/customer service
representative.
[0097] Referring to FIG. 12, a flow diagram is presented of a
method 500 for providing local assistance to a customer during an
ongoing video conference, in accordance with embodiments of the
present invention, At Event 502, an assistance request input is
received during a remote video conference session conducted between
a customer, located in a private setting of a business location,
and a specialist, located remote from the business location. The
assistance request input, which may be inputted by the customer or
the specialist, is configured to request assistance from within the
business location. The assistance request input may also include
the specific purpose of the assistance request. For example, the
specific purpose may be a general request for assistance from an
associate/customer service representative or the specific purpose
may be requesting another type of specialist, specific function
(e.g., notary), specific supplies/materials or the like.
[0098] At Event 504, in response to processing the assistance
request input, an entity is identified within the business location
for responding to the assistance request. The entity may be an
employee/associate of the business or a tangible item, such as
computing devices, office supplies or the like. The identified
entity (or someone in possession of the identified entity) responds
to the request by entering the private setting where the video
conference is occurring. The entity may be identified based on the
specified purpose of the request or the entity may be identified
based on availability and/or business activity. In specific
embodiments an associate availability queue may be implemented to
identify the next-in-time available associate that can respond to
the assistance request. Moreover, the associate availability queue
may be specific to the specified purpose of the request (e.g., only
associated that have the requisite skill to perform the specified
purpose of the request are placed in the queue).
[0099] In optional embodiments of the method, at Event 506, an
alert is generated and communicated to the identified entity, which
serves to notify the entity/associate of the need to respond to the
assistance request. The alert may further include the identity of
the customer, other relative information associated with the
customer, the specific purpose of the request and the location of
the private setting where the video conference is occurring.
[0100] Thus, systems, apparatus, methods, and computer program
products described above provide for determining the electronic
media format for transferring a customer between specialists and/or
amongst different communication sources (i.e., applications or
devices/mechanisms) within a customer service outlet, such as a
banking center or the like. For example, while a two-way video
conference system may be used for communication between a customer
and a remote specialist, in certain instances in which the customer
requires transfer to another specialist (e.g., a specialist having
a different specialty) other media formats, such as one-way live
video conference, live audio-only conference, text chat or the like
may be implemented. Alternatively, in other instances in which the
customer requires transition to a self-service application (e.g.,
an application that does not require live interaction with an
associate/specialist) other media formats such as pre-recorded
video or audio, online/network content/presentations may suffice,
which may dictate a transfer in communication sources (i.e.,
transferring to an onsite tablet device, PC or the like). The need
to determine a change in electronic media format upon
transferring/transitioning between business knowledge sources may
be based on media format availability and may take into account
business rules that are based on cost effectiveness and the like.
The business rules may take into account various factors, such as,
but not limited to, the reason for the transfer (e.g., the type of
specialist, the type of application required), the status of the
customer, the profile/preferences of the customer, the historical
interactions with the customer and the like. Additionally, other
factors may influence the determination of the electronic media
format, for example, the predicted duration of the transferred
communication, the capabilities of the specialist or application,
the current queue times and the like.
[0101] While certain exemplary embodiments have been described and
shown in the accompanying drawings, it is to be understood that
such embodiments are merely illustrative of and not restrictive on
the broad invention, and that this invention not be limited to the
specific constructions and arrangements shown and described, since
various other changes, combinations, omissions, modifications and
substitutions, in addition to those set forth in the above
paragraphs, are possible.
[0102] Those skilled in the art may appreciate that various
adaptations and modifications of the just described embodiments can
be configured without departing from the scope and spirit of the
invention. Therefore, it is to be understood that, within the scope
of the appended claims, the invention may be practiced other than
as specifically described herein.
* * * * *