US 9,813,554 B2
Determining most effective call parameters and presenting to representative
Hudson Philip Hoen, IV, Wilmington, DE (US); and Ryan Scott Heller, Middletown, DE (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed on Nov. 5, 2013, as Appl. No. 14/72,710.
Prior Publication US 2015/0124952 A1, May 7, 2015
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06Q 10/10 (2012.01); G06Q 30/04 (2012.01); G06Q 30/00 (2012.01)
CPC H04M 3/5175 (2013.01) [G06Q 10/101 (2013.01); G06Q 30/016 (2013.01); G06Q 30/04 (2013.01); H04M 3/5183 (2013.01); H04M 2203/105 (2013.01); H04M 2203/258 (2013.01); H04M 2203/408 (2013.01); H04M 2203/551 (2013.01)] 14 Claims
OG exemplary drawing
1. A system for determining most effective call parameters for a representative-customer interaction for a representative working to recover payment in arrears, the system comprising:
a memory device with computer-readable program code stored thereon;
a communication device;
a processing device operatively coupled to the memory device and the communication device, wherein the processing device is configured to execute the computer-readable program code to:
retrieve call history data and date of payment data from a customer database, wherein the call history data comprises information regarding timing of calls made between representatives and the customer and payment data represents timing of payments made by the customer on one or more accounts owned by the customer and maintained by the representative's financial institution;
correlate the call history data and the payment data, the correlating comprising determining which calls were made proximate in time to payments being made, wherein correlating comprises:
retrieving a predetermined correlation parameter indicating a predetermined time differential;
determining an actual time differential between a call made and a payment made; and
determining whether the actual time differential is less than the predetermined time differential;
determine success information based on the correlation of call history data and payment data, wherein the success information is related to success of the calls in causing the payments, wherein determining comprises:
when the actual differential is less than the predetermined time differential, determining the success information indicates success of the call made; and
when the actual differential is more than the predetermined time differential, determining the success information indicates failure of the call made; and
present the success information to the representative via the representative system for improving likelihood of future success; and
based on the success information, automatically prevent communications to the customer from the representative system, wherein the communications to the customer are telephone calls, email messages, or text messages.