Bank of America Corporation

Stefani R Benefield

James Robert Grimsley

Rosemary Hill

Sheryl L Stewart

Eric E Ellis

Varsha Shitut

Kenneth S Jackowitz

Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer's needs.

Routing and queuing information for video conferencing in banking centers

Video collaboration call center queuing

Systems, methods, and computer program products are provided for presenting value exchange in conjunction with financial solution recommendations or offers. The value component, is not limited to monetary value but may, in specific embodiments, also include, convenience value, emotional value or the like. The value component allows the customer to make informed decisions on which financial solution recommendations or offers to select. Further, the value component may be uniquely and dynamically customized (i.e., determined on-the-fly) for the customer based on inputs received from the customer and/or customer profile data. In addition, the value component may reflect average value realized for the demographic group applicable to the customer.

Providing value exchange in connection with financial institution recommendations and offers

Systems, methods, and computer program products are provided for an interactive financial customer experience that allows collaboratively selecting financial products for a customer. The customer experience assesses the customer's life events and subsequently uses the life events and the proximate date of occurrence of the life events to determine financial product recommendations and offers for the customer. Additionally, the customer experience may assess the customer's life interests and/or financial portfolio to further determine financial product recommendations and offers. The financial product recommendations, along with other financial product options, may be presented to the customer and financial institution associate in a user-friendly platform that further accentuates the collaborative nature of the financial product selection process.

Interactive and collaborative financial customer experience application

Systems, methods, and computer program products are provided for dynamically building financial solution recommendations based on received inputs. These inputs, which may be received from the customer, an associate collaborating with the customer or from a customer database, may include customer behaviors, customer attitudes, customer life events, customer life interests, customer personal/profile data, customer financial data, such as portfolio data and the like. Based on the received inputs, financial solution recommendations are determined and presented to the customer in real time or near time. As such, the customer is able to instantaneously see how each input of recommendation criteria impacts the financial solution recommendations. Further, embodiments of the present invention provide for inputs to the financial solution recommendation tool/module to be received in a non-linear fashion, such that a customer or a collaborating associate may provide inputs at various entry points to accommodate specific financial solution needs of the customer.

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Pensacola, FL, United States of America

Stefani R Benefield