# US 10,481,822 B2 · Systems and methods for providing customer service functionality during portfolio migration downtime

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- Number: US 10,481,822 B2
- Document ID: US10481822B2
- Status: Granted
- Kind: B2
- Application number: 15/665,047
- Filed: 2017-07-31
- Published: 2019-01-31
- Granted: 2019-11-19
- Earliest claimed: 2017-07-31
- Assignees: Capital One Services, LLC
- Applicants: Capital One Services, LLC
- Inventors: Faizan Ahmad; Shahnawaz Ali
- Web page: https://patentgrep.com/patent/US10481822B2

## CPC

- G06F 3/0647: {Migration mechanisms}
- G06F 3/0617: {in relation to availability}
- G06F 3/0619: {in relation to data integrity, e.g. data losses, bit errors}
- G06F 3/065: {Replication mechanisms}
- G06F 3/067: {Distributed or networked storage systems, e.g. storage area networks [SAN], network attached storage [NAS]}
- G06F 16/214: {Database migration support}
- G06Q 30/015: Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q 30/01: Customer relationship services
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for providing customer data access during a migration process. The system may initiate a transfer of customer data from a source data server to a system platform and transfer a subset of the customer data to a temporary data storage. The system may modify the temporary copy of customer data and generate an instruction to modify the permanent copy of customer data. In response to the completion of the transfer of customer data from the source data server to the system mainframe, the system may then transfer and execute the instruction to modify the permanent copy of customer data.

## Claims

### Claim 1

A system for providing customer data access during a data migration process, comprising:
one or more processors; and
a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
initiate a transfer of customer data from a source data server to a system mainframe, the transferred customer data being a permanent copy of customer data, wherein the permanent copy is inaccessible during the transfer;
determine a level of customer service functionality for the customer data, the level comprising an amount of data to be accessible during the transfer process;
generate a subset of the customer data comprising a temporary copy of a portion of the customer data, the portion based on the level;
transfer the subset of the customer data from the source data server to a temporary data storage, wherein a storage space of the temporary copy of customer data is from 1% to 10% of the corresponding permanent copy of customer data;
modify, by a customer service representative terminal, the temporary copy of customer data;
create a digital footprint comprising a record of who made the modification and a log of associated actions;
generate a set of instructions to modify the permanent copy of customer data based on the digital footprint;
responsive to the completion of the transfer of customer data from the source data server to the system mainframe, transfer the set of instructions to modify the permanent copy of customer data to the system mainframe; and
modify, with the system mainframe, the permanent copy of customer data based on the set of instructions.

### Claim 2 (depends on 1)

The system of claim 1, wherein the instruction to modify the permanent copy of customer data represents an instruction to modify the permanent copy of customer data to mirror the modification made to the temporary copy of customer data.

### Claim 3 (depends on 1)

The system of claim 1, wherein transferring the subset of customer data from the source data to the system mainframe includes applying data conditioning techniques to the customer data.

### Claim 4 (depends on 1)

The system of claim 1, wherein modifying the temporary copy of customer data comprises connecting the customer service representative terminal with the temporary data storage via an application programming interface (API).

### Claim 5 (depends on 1)

The system of claim 1, wherein modifying the temporary copy of customer data comprises receiving a user input representative of a command to modify a piece of customer information via a graphical user interface (GUI) displayed on the customer service representative terminal.

### Claim 6 (depends on 1)

The system of claim 1, wherein the subset of the customer data comprises one or more of a name, a postal address, an email address, a phone number, account information, security verification information, account memos, card blocking information, account blocking information, or automatic payment settings.

### Claim 7 (depends on 1)

The system of claim 1, wherein modifying the temporary copy of customer data comprises generating a digital footprint of the modification.

### Claim 8

A method of providing customer data access during a data migration process comprising:
initiating a transfer of customer data from a source data server to a system mainframe, the transferred customer data being a permanent copy of customer data, wherein the permanent copy is inaccessible during the transfer;
determining a level of customer service functionality for the customer data, the level comprising an amount of data to be accessible during the transfer process;
generating a subset of the customer data comprising a temporary copy of a portion of the customer data, the portion based on the level;
transferring the subset of the customer data from the source data server to a temporary data storage, wherein a storage space of the temporary copy of customer data is from 1% to 10% of the corresponding permanent copy of customer data;
modifying, by a customer service representative terminal, the temporary copy of customer data;
creating, in response to the modifying of the temporary copy of customer data, a digital footprint comprising a record of who made the modification and a log of associated actions;
generating a set of instructions to modify the permanent copy of customer data based on the digital footprint;
responsive to the completion of the transfer of customer data from the source data server to the system mainframe, transferring the set of instructions to modify the permanent copy of customer data to the system mainframe; and
modifying, with the system mainframe, the permanent copy of customer data based on the set of instructions.

### Claim 9 (depends on 8)

The method of claim 8, wherein the instruction to modify the permanent copy of customer data represents an instruction to modify the permanent copy of customer data to mirror the modification made to the temporary copy of customer data.

### Claim 10 (depends on 8)

The method of claim 8, wherein transferring the subset of customer data from the source data to the system mainframe includes applying data conditioning techniques to the customer data.

### Claim 11 (depends on 8)

The method of claim 8, wherein modifying the temporary copy of customer data comprises receiving a user input representative of a command to modify a piece of customer information via a GUI displayed on the customer service representative terminal.

### Claim 12 (depends on 8)

The method of claim 8, wherein the subset of the customer data comprises one or more of a name, a postal address, an email address, a phone number, account information, security verification information, account memos, card blocking information, account blocking information, or automatic payment settings.

### Claim 13 (depends on 8)

The method of claim 8, wherein modifying the temporary copy of customer data comprises generating a digital footprint of the modification.

### Claim 14

A non-transitory computer-readable medium storing instructions that, when executed by one or more processors, cause a system to:
initiate a transfer of customer data from a source data server to a system mainframe, the transferred customer data being a permanent copy of customer data, wherein the permanent copy is inaccessible during the transfer;
determine a level of customer service functionality for the customer data, the level comprising an amount of data to be accessible during the transfer process;
generate a subset of the customer data comprising a temporary copy of a portion of the customer data, the portion based on the level;
transfer the subset of the customer data from the source data server to a temporary data storage, wherein a storage space of the temporary copy of customer data is from 1% to 10% of the corresponding permanent copy of customer data;
modify, by a customer service representative terminal, the temporary copy of customer data;
create, in response to the modification of the temporary copy of customer data, a digital footprint comprising a record of (i) users who made the modification and (ii) associated actions for each user;
generate a set of instructions to modify the permanent copy of customer data based on the digital footprint;
responsive to the completion of the transfer of customer data from the source data server to the system mainframe, transfer the set of instructions to modify the permanent copy of customer data to the system mainframe; and
modify, with the system mainframe, the permanent copy of customer data based on the set of instructions.

### Claim 15 (depends on 14)

The non-transitory computer-readable medium of claim 14, wherein the instruction to modify the permanent copy of customer data represents an instruction to modify the permanent copy of customer data to mirror the modification made to the temporary copy of customer data.

### Claim 16 (depends on 14)

The non-transitory computer-readable medium of claim 14, wherein transferring the subset of customer data from the source data to the system mainframe includes applying data conditioning techniques to the customer data.

### Claim 17 (depends on 14)

The non-transitory computer-readable medium of claim 14, wherein modifying the temporary copy of customer data comprises receiving a user input representative of a command to modify a piece of customer information via a GUI displayed on the customer service representative terminal.

### Claim 18 (depends on 14)

The non-transitory computer-readable medium of claim 14, wherein the subset of the customer data comprises one or more of a name, a postal address, an email address, a phone number, account information, security verification information, account memos, card blocking information, account blocking information, or automatic payment settings.

### Claim 19 (depends on 14)

The non-transitory computer-readable medium of claim 14, wherein modifying the temporary copy of customer data comprises generating a digital footprint of the modification.

### Claim 20 (depends on 1)

The system of claim 1, wherein determining the level of the customer service functionality for the customer data comprises receiving customer input based on customer experience during one or more previous data migrations.