Adaptive scaffolding of levels of connectivity during a conference

A computer-implemented method for conferencing with a representative using one or more customer devices, the method comprising:

• providing a computer processor executing non-transitory computer-readable instruction code specifically structured to cause the computer processor to:
• initiate a customer service conference between a customer and a financial institution;
• establish a first connection between a first customer computing device and a representative system associated with the financial institution, wherein the first connection enables the customer to interact with a representative of the financial institution to exchange conference data on a first channel of communication;
• identify a second customer computing device associated with the customer capable of allowing a connection that enables the customer to interact with the representative of the financial institution on a second channel of communication, wherein identifying a presence of the second customer computing device further comprises identifying a proximity of the second customer computing device to the first customer computing device by receiving a signal from the second customer computing device that was originally sent to the first customer computing device such that the second customer computing device is identified as being associated with the customer;
• present the customer with an interface to allow the customer to manipulate a channel of communication and level of connectivity between the first customer computing device and the second customer computing device, including using the first customer computing device to promote and/or demote levels of connectivity during the conference session involving the customer and the representative, wherein the customer selects a feature on the first customer computing device that changes at least the first channel of communication to at least a second channel of communication between the customer and the representative on their respective devices and transfers a portion or all levels of connectivity of the conference session to the second customer computing device that was identified to be in the proximity of the first customer computing device, the at least the first and second channels including an audible, audio-visual, video, audio-textual or a text channel of communication between the customer and the representative on their respective devices;
• establish a second connection that enables the customer to interact with the representative of the financial institution on the second channel of communication of the second customer computing device;
• and
• transmit a portion of the conference data to the second customer computing device so that both the first customer computing device and the second customer computing device are in communication with the representative of the financial institution such that communication is interchangeable between communication channels of the first customer computing device and second customer computing device.

A computer program product for conferencing with a representative using one or more customer devices, the computer program product comprising a non-transitory computer-readable medium, wherein the non-transitory computer-readable medium comprises one or more computer-executable program code portions that, when executed by a computer, cause the computer to:

• initiate a customer service conference between a customer and a financial institution;
• establish a first connection between a first customer computing device and a representative system associated with the financial institution, wherein the first connection enables the customer to interact with a representative of the financial institution to exchange conference data on a first channel of communication;
• identify a second customer computing device associated with the customer capable of allowing a connection that enables the customer to interact with the representative of the financial institution on a second channel of communication, wherein identifying a presence of the second customer computing device further comprises identifying a proximity of the second customer computing device to the first customer computing device by receiving a signal from the second customer computing device that was originally sent to the first customer computing device such that the second customer computing device is identified as being associated with the customer;
• present the customer with an interface to allow the customer to manipulate a channel of communication and level of connectivity between the first customer computing device and the second customer computing device, including using the first customer computing device to promote and/or demote levels of connectivity during the conference session involving the customer and the representative, wherein the customer selects a feature on the first customer computing device that changes at least the first channel of communication to at least a second channel of communication between the customer and the representative on their respective devices and transfers a portion or all levels of connectivity of the conference session to the second customer computing device that was identified to be in the proximity of the first customer computing device, the at least the first and second channels including an audible, audio-visual, video, audio-textual or a text channel of communication between the customer and the representative on their respective devices;
• establish a second connection that enables the customer to interact with the representative of the financial institution on the second channel of communication of the second customer computing device;
• and
• transmit a portion of the conference data to the second customer computing device so that both the first customer computing device and the second customer computing device are in communication with the representative of the financial institution such that communication is interchangeable between communication channels of the first customer computing device and second customer computing device.