Account manager user interface and guidance model
AssigneeDiscover Financial Services
InventorsSuzanne Gallo, Daniel Roland, Shilpa Wadhera, Alfredo Osorio
Life of this patent
Estimating the term…
Abstract
Systems and methods are provided that cause a single user interface to be accessible by an account manager, where the single user interface is capable of displaying biographical information about a customer, displaying financial history and information about the customer, displaying a credit bureau summary portion, integrating additional calculators into the user interface, providing an offer result history, providing a banking information indicator, creating decision fields in the user interface that utilize new data sources, and/or providing the ability to present dynamic scripting to the account manager based on account attributes and other attributes and data.
Claims20
A computer-implemented method for presenting a user interface on a computer display to an account manager of a financial institution, wherein a customer is a member of the financial institution, the method comprising:
- displaying, in a single user interface screen:
- an offer timeline of offers provided to the customer, wherein each offer is displayed as an icon in the offer timeline that corresponds to a result of the offer;
- a timeline corresponding to payment history of the customer;
- a graphical representation of the customer's debt over time;
- indicators of the customer's bank account balances and loan balances;
- an indicator of the customer's credit score;
- one or more indicators corresponding to one or more personal situations of the customer;
- one or more offers for the account manager to provide to the customer based on one or more of the offer timeline, the payment history of the customer, the customer's debt over time, the customer's bank account balances and loan balances, the customer's credit score, and the one or more personal situations of the customer;
- and
- a customer category interface, wherein when the account manager selects a category corresponding to the customer, the single user interface screen displays one or more verbal cues for negotiation corresponding to the selected category.
A computer-implemented method for negotiating with a customer of a financial institution, the method comprising:
- initiating, from a computer system associated with the financial institution, a telephone call to the customer;
- displaying, in a single user interface screen on the computer system:
- an offer timeline of offers provided to the customer, wherein each offer is displayed as an icon in the offer timeline that corresponds to a result of the offer,
- a graphical representation of the customer's debt over time,
- one or more indicators corresponding to one or more personal situations of the customer, and
- one or more offers to provide to the customer based on one or more of the offer timeline, the customer's debt over time, and the one or more personal situations of the customer;
- receiving, via the single user interface screen, a selection of a first customer category for the customer;
- based on the first customer category, displaying, in the single user interface screen, a first set of verbal cues for negotiating with the customer;
- receiving, via the single user interface screen, a selection of a second customer category for the customer;
- and
- based on the second customer category, displaying, in the single user interface screen, a second set of verbal cues for negotiating with the customer.
A system comprising:
- one or more databases storing:
- customer biographical information,
- customer payment history information,
- customer bank account balance and loan balance information,
- customer statement information,
- customer credit score information, and
- information related to one or more offers previously presented to a customer and one or more outcomes corresponding to presenting the one or more offers to the customer;
- and
- a computing device executing one or more processors configured to generate a single user interface screen, the single user interface screen comprising:
- an offer timeline of offers provided to the customer, wherein each offer is displayed as an icon in the offer timeline that corresponds to a result of the offer;
- a timeline corresponding to payment history of the customer;
- a graphical representation of the customer's debt over time;
- indicators of the customer's bank account balances and loan balances;
- an indicator of the customer's credit score;
- one or more indicators corresponding to one or more personal situations of the customer;
- one or more offers for the account manager to provide to the customer based on one or more of the offer timeline, the payment history of the customer, the customer's debt over time, the customer's bank account balances and loan balances, the customer's credit score, and the one or more personal situations of the customer;
- and
- a customer category interface, wherein upon receiving a selection of a category corresponding to the customer, the single user interface screen displays one or more verbal cues for negotiation corresponding to the selected category.
Dependencies are inferred from the claim text.