Methods and Systems for Providing Customer Relations Information

摘要

Methods and systems for providing information to a mortgage recipient or other customer of a financial institution. A system identifies potential customer inquiries and provides a list of scripts responsive to the potential customer inquiries. If none of the scripts address the customer's inquiry, the customer specifies the inquiry and an additional list of scripts is generated. The scripts include scripted text, account information, and financial transaction information. In one variation, the customer accesses a website maintained by the financial institution and views a script responsive to the inquiry. In another variation, the customer telephones a customer service agent who selects a script responsive to the inquiry, and reads the script to the customer. In yet another variation, the script is provided to the customer via an Interactive Voice Response system.

主权项

1. A computer implemented method for providing customer service information, the computer comprising at least one processor and a data repository operatively coupled to the processor, the method comprising:
receiving, via the at least one processor, a customer inquiry associated with a customer account; retrieving, via the at least one processor, one or more customer data inputs from a customer account information database; comparing, via the at least one processor, the one or more customer data inputs with one or more issue characteristic data inputs stored in a case database, wherein the case database comprises:
one or more cases characterized by the one or more issue characteristic data inputs; anda plurality of projected issues associated with each of the one or more cases; selecting from the database the applicable one or more cases according to the comparison; determining within the applicable one or more cases, via at the least one processor, at least one projected issue associated with the customer inquiry; generating, via the at least one processor, a set of suggested scripts for each of the at least one projected issue; and providing, via a display in communication with the at least one processor, the set of suggested scripts to a customer service agent.