Bank of America Corporation

Brent Alan Shelkey

Carrie Anne Hanson

Alicia C Jones-McFadden

Craig Sobol

Neha Rani Rathi

Anthony Scott Wong

Kimberly Ya-chin Chang

Sarah Beth Gottfried

Wang Liang

Matthew Hsieh

Ivory Assan

Shira Bauman

Shuangshuang Li

Gabriela Moreno Cesar

Embodiments of the invention provide instant customer service feedback during a communication session with the customer. The system initiate a video conference communication session between the customer and the business agent that comprises providing a multimedia interface between the agent and the customer that provides the agent and the customer with an audio and video feedback of one another. After initiating the video conference communication session, a customer feedback interface configured to receive feedback from the customer in real-time during the video conference communication session is presented on the display of the customers apparatus such that the system may receive, in real-time, feedback provided by the customer via the customer feedback interface.

Instant customer service feedback system

This invention provides a contextual search tool to a user. The contextual search tool receives a search from the user and provides search results, content, and dynamic contextual information (e.g., dynamic contextual questions, user information, and account information) to the user. The contextual search tool then receives contextual information input from the user (input for the dynamic contextual information, selection of the search results, or the like) and updates the search results and the dynamic contextual information. As such, the invention of the present invention improves the ability of the contextual search tool to provide tailored, customized, and relevant search results to the user based not only on the search terms provided by the user, but based on dynamic contextual information that changes as the user takes actions within the contextual search interface.

Contextual search tool

This invention provides a contextual search tool to a user. The contextual search tool receives a search from the user and provides search results, content, and dynamic contextual information (e.g., dynamic contextual questions, user information, and account information) to the user. The contextual search tool then receives contextual information input from the user with an indication that the user would like to communicate with an advisor, and a communication channel is opened between the user and the advisor. The advisor has access the user's search and provides contextual information input, which allows the contextual search tool to update the search results and the dynamic contextual information. As such, the invention of the present invention improves the ability of the contextual search tool to provide tailored, customized, and relevant search results to the user based in part on advisor input.

Contextual search input from advisors

Embodiments of the invention comprise systems, computer program products, and methods for generating a response to a user search. User input is received to create a household profile, wherein the household profile comprises information related to the members of the household. The user also provides a search for information in which the user may be interested. The household profiles may be utilized along with the search, and with other information, such as user profile information, account information, or dynamic contextual questions to provide search results or updated search results, and dynamic contextual information or updated dynamic contextual information for tailoring the search results to the user. The user may select which households, which individuals in the households, and/or information about the individuals to use in the search. As such, the search results for the user may be more tailored to the results in which the user is interested.

Linking customer profiles with household profiles

Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or more agents; and route the call to one of the selected agents. Some embodiments determine a telephone number from which the call was received; comparing the telephone number with a plurality of entries in a customer information database; and determining that the telephone number matches an entry in the database. Other embodiments receive a communication from the user device indicating that the customer has placed the call; determine that the customer is currently authenticated through an online banking session or a mobile application on the user device; and receive a communication from the user device indicating the customer's identity.

Routing calls to preferred agents

Embodiments of the invention detail systems, computer program products, and methods for providing a review bucket for video conferences. In an exemplary embodiment the system presents on a display a review bucket widget that is configured to receive a plurality of discussion topics for use in a video conference communication session between the customer and a business agent that represents a particular entity. To this extent, the system may additionally receive, within the review bucket widget, an identifier of at least one discussion topic that the customer is interested in discussing during the video conference communication session and transmit the at least one discussion topic to the business agent.

Review bucket for video conferences

Embodiments of the invention detail systems, computer program products, and methods for providing a call indicator tool. In an exemplary embodiment the system presents, on the display of a video conference apparatus, a call indicator widget linked with a video conference communication session. The call indicator widget may include (i) at least one selectable feature and (ii) at least one label for presenting information to the customer via the call indicator widget. Through user input the system may receive an indication that the customer selected the at least one feature, and in response to receiving the indication, alter the display to present information related to the selectable feature.

Growing community of inventors

Huntersville, NC, United States of America

Brent Alan Shelkey