Automating content and information delivery
A computer-implemented method and system for automating electronic content delivery of predictive information to a customer service representative of a company. A first customer data set is entered in the computer system for identifying a customer. Displayed on a first desktop on a representative's computer system is information related to the customer which may include purchased company products and services of the customer based on the first data set. A second data set is entered in the computer system by the representative contingent upon interaction between the representative and the customer. Perform predictive analytics upon at least a portion of the first and second data sets to determine predictive information relevant to the customer. Display on a second desktop on the representative's computer system the predictive information for review by the representative during an interaction with the customer.
1 . A computer-implemented method for automating electronic content delivery to a customer service representative, the method comprising:
providing a Graphical User Interface (GUI) on a first desktop on a representative's computer coupled to a server computer, the GUI contains customer information determined contingent upon received customer identification;
selecting and analyzing, in the computer server, data based on the displayed customer information;
analyzing, by the computer server, in real-time, the ongoing conversation between the customer and the customer service representative to generate a textual representation of at least a portion of the ongoing conversation;
determining, by the computer server, an ongoing conversation topic between the customer service representative and the customer contingent by analyzing the generated textual representation of the ongoing conversation;
determining, by the computer server, predictive information relevant to the ongoing conversation topic by analyzing the determined ongoing conversation topic and data associated with the customer stored in one or more databases;
determining, by the computer server, a risk characterization of the customer contingent upon received customer identification; and
in order to streamline interactions with the customer, automating content delivery before it is requested, by using the computer server to display a second desktop on the representative's computer including content that contains the 1) predictive information, and 2) a risk notification of the determined risk characterization of the user, wherein, in order to further streamline interactions with the customer, the content displayed on the second desktop is determined by an experience level associated with the customer service representative, such that a first predetermined amount of information is displayed for customer service representatives of a certain experience level and a second predetermined amount of information is displayed for a customer service representative having a greater level of experience as determined by a certification level of the respective customer service representative, wherein the second predetermined amount of information is different than the first predetermined amount of information.
2 . The computer-implemented method of claim 1 , wherein the determined risk notification is expandable on the second desktop providing additional information associated with the determined risk characterization of the customer.
3 . The computer-implemented method of claim 1 , wherein the predictive information describes at least a portion of a process for altering a product already sold to the customer.
4 . The computer-implemented method of claim 1 , wherein the predictive information describes at least a portion of a process for initiating sale of a product to the customer.
5 . The computer-implemented method of claim 4 , wherein the selected data includes at least a portion of the customer information contained in the first desktop and the product sold is an insurance policy.
6 . The computer-implemented method of claim 4 , wherein the step of identifying the predictive information includes querying a data source for additional customer information that is distinct from the received customer information.
7 . The computer-implemented method of claim 1 , wherein the analyzed data includes information that was entered by a customer representative.
8 . The computer-implemented method of claim 1 , wherein the analyzed data relates to an amount of funds in an account being above a threshold, the account being associated with the customer, and wherein the predictive information relates to suggestions for how the customer can utilize those funds.
9 . The computer-implemented method of claim 1 , wherein the analyzed data relates to a mortgage percentage rate that is below a threshold, and wherein an additional element relates to instructions for how the representative can initiate or alter a secured loan for the customer that is at least partly based on the mortgage percentage rate.
10 . The computer-implemented method of claim 1 , wherein the analyzed data relates to a change in family status for the customer, and wherein the predictive information relates to instructions for how a representative can initiate or alter an educational savings fund that is at least partly managed by the customer.
11 . The computer-implemented method of claim 10 , wherein the change in family status is the customer acquiring a dependent child.
12 . A computer system for automating electronic content delivery to a customer service representative, comprising:
a memory configured to store instructions;
a processor disposed in communication with said memory, wherein said processor upon execution of the instructions is configured to:
provide a Graphical User Interface (GUI) on a first desktop on a representative's computer coupled to a server computer, the GUI contains customer information determined contingent upon received customer identification;
select and analyze data based on the displayed customer information;
analyze in real-time, the ongoing conversation between the customer and the customer service representative to generate a textual representation of at least a portion of the ongoing conversation;
determine an ongoing conversation topic between the customer service representative and the customer contingent by analyzing the generated textual representation of the ongoing conversation;
determine predictive information relevant to the ongoing conversation topic by analyzing the determined ongoing conversation topic and data associated with the customer stored in one or more databases:
determine a risk characterization of the customer contingent only upon received customer identification; and
in order to streamline interactions with the customer, automating content delivery before it is requested, by using the computer server to display a second desktop on the representative's computer including content that contains the 1) predictive information, and 2) a risk notification representative of the determined risk characterization of the user, wherein, in order to further streamline interactions with the customer, the content displayed on the second desktop is determined by a certification level associated with the customer service representative, such that a first predetermined amount of information is displayed for customer service representatives of a certain certification level and a second predetermined amount of information is displayed for a customer service representative having a greater certification level, wherein the second predetermined amount of information is different than the first predetermined amount of information.
13 . The computer system of claim 12 , wherein the determined risk notification is expandable on the second desktop providing additional information associated with the determined risk characterization of the customer.
14 . The computer system of claim 12 , wherein the predictive information describes at least a portion of a process for altering a product already sold to the customer.
15 . The computer system of claim 12 , wherein the predictive information describes at least a portion of a process for initiating sale of a product to the customer.
16 . The computer system of claim 12 , wherein the analyzed data relates to a change in family status for the customer, and wherein the predictive information relates to instructions for how a representative can initiate or alter an educational savings fund that is at least partly managed by the customer.
17 . The computer system of claim 16 , wherein the change in family status is the customer acquiring a dependent child.
18 . The computer system of claim 12 , wherein the step of identifying the predictive information includes querying a data source for additional customer information that is distinct from the received customer information.
19 . The computer-implemented method of claim 1 , wherein the second predetermined amount of information is less than the first predetermined amount of information.
20 . The computer system of claim 12 , wherein the second predetermined amount of information is less than the first predetermined amount of information.