Representative selection for customer service conference

摘要

Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference. Embodiments determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference; determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection; and receive user input selecting one of the at least one representatives for conference connection. Some embodiments establish an operative connection between the user device and a representative system associated with the representative over which the user and the representative can conduct an audio-visual conference.

主权项

1. An apparatus for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference, the apparatus comprising:
a memory; a processor; and a computing module stored in the memory, executable by the processor, and to cause the processor to:
determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference;determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection;receive user input selecting one of the at least one representatives for conference connection; andinitiate presentation of the at least one representative to the user for user selection, the presentation comprising:
initiating presentation of an image of the at least one representative; andinitiating presentation of information associated with the at least one representative, the information comprising the representative's name, at least one personal interest of the representative, education information, and experience information.