System and method for gamified service request management
AssigneeJPMorgan Chase Bank, N.A.
InventorRichard A. Hall
Life of this patent
Estimating the term…
Abstract
A computing system and method for request management receive an incoming customer request at a request management server. Components at the server identify a type of problem associated with the request and the customer sending the request. The system searches for a customer experience profile for the identified customer in a customer database stored in a computer memory and determines based on the customer experience profile if the customer has prior experience solving the type of problem identified. The system routes the customer to an abbreviated resolution process when the customer has prior experience solving the identified type of problem and resolves the request using the abbreviated resolution process.
Claims30
A request management computing system for managing incoming requests from customers in order to expedite request resolution, the request management computing system comprising:
- at least one computer memory storing customer experience profiles;
- a request management server including:
- a request processing engine, the request processing engine receiving an incoming customer request, identifying the customer sending the request;
- searching for a customer experience profile for the identified customer in a customer database stored in the computer memory;
- determining based on the customer experience profile an experience level of the customer, the experience level selected from one of multiple pre-defined levels;
- and
- a request router, the request router selecting a resolution process from multiple available resolution processes, each resolution process corresponding to one of the pre-defined levels, wherein the selected resolution process is appropriate to the experience level and routing the customer request to an agent system;
- and
- the agent system receiving the customer request and executing the resolution process appropriate to the experience level, thereby resolving the customer request for the requesting customer.
A request management method for managing incoming requests from customers using a request management computing system in order to expedite request resolution, the method comprising:
- receiving an incoming customer request from a customer at a request management server of the request management resolution computing system;
- using at least one computer processor of the request management server to perform steps including:
- identifying the customer sending the request;
- searching for a customer experience profile for the identified customer in a customer database stored in a computer memory;
- determining based on the customer experience profile an experience level of the customer, the experience level selected from one of multiple pre-defined experience levels;
- routing the customer to an appropriate resolution process from multiple available resolution processes, each resolution process corresponding to one of the pre-defined levels, wherein the selected resolution process is appropriate for the identified experience level;
- and
- resolving the request using the appropriate resolution process.
A request management method for managing incoming requests from customers using a request management computing system in order to expedite request resolution, the method comprising:
- receiving an incoming customer request from a customer at a request management server of the request management resolution computing system;
- using at least one computer processor of the request management server to perform steps including:
- identifying a type of problem associated with the request identifying the customer sending the request;
- searching for a customer experience profile for the identified customer in a customer database stored in a computer memory;
- determining based on the customer experience profile if the customer has prior experience solving the type of problem identified, and identifying an experience level for the type of problem, the experience level selected from one of multiple pre-defined experience levels;
- routing the customer to an abbreviated resolution process selected from multiple available resolution processes, each resolution process corresponding to one of the pre-defined experience levels, wherein the selected abbreviated resolution process is appropriate to the customer experience level when the customer has prior experience solving the identified type of problem;
- and
- resolving the request using the abbreviated resolution process.
A request management computing system for managing incoming requests from customers in order to expedite request resolution, the request management computing system comprising:
- a request management server including:
- a request processing engine, the request processing engine receiving an incoming customer request, analyzing the request to identify a type of problem, identifying the customer sending the request;
- searching for a customer experience profile for the identified customer in a customer database stored in a computer memory;
- determining based on the customer experience profile if the customer has prior experience solving the type of problem identified, and identifying an experience level of the customer for the type of problem, the experience level selected from one of multiple pre-defined experience levels;
- and
- a request router, the request router selecting for the customer an abbreviated resolution process selected from multiple available resolution processes, each resolution process corresponding to one of the pre-defined experience levels, wherein the selected abbreviated resolution process is appropriate to the customer experience level when the customer has prior experience solving the identified type of problem and routing the customer to an agent system;
- and
- the agent system receiving the request and executing the abbreviated resolution process, thereby resolving the request for the requesting customer.
Dependencies are inferred from the claim text.