System and method for proactive intervention to reduce high cost channel usage

Patent metadata

Field	Value
Publication number	US-12452197-B2
Application number	US-202318466377-A
Country	US
Kind code	B2
Filing date	Sep 13, 2023
Priority date	Jun 8, 2018
Publication date	Oct 21, 2025
Grant date	Oct 21, 2025

Abstract

Embodiments disclosed herein generally relate to a system and method for proactively generating an intervening message for a remote client device in response to an anticipated user action. A computing system receives one or more streams of user activity. The one or more streams of user activity include interaction with a server of an organization via an application executing on the remote client device. The computing system inputs the one or more streams of user activity into a prediction model. The computing system identifies an anticipated user action based on a prediction output from the prediction model. The computing system determines, based on a solution model, a proposed solution to the anticipated user action. The computing system generates an anticipated message to be transmitted to the remote client device of the user. The computing system transmits the anticipated message to the remote client device of the user.

First claim

What is claimed:

1. A method, comprising:
identifying, by a computing system, a user action originating from a mobile application operating on a user device authorized to access an account of a user managed by the computing system by detecting a trigger event from one or more user interactions with the mobile application;
inputting, by the computing system, the user action into a prediction model configured to predict a future action to be taken by the user;
determining, by the computing system, that a bandwidth of a primary communication channel can be reduced by identifying an alternate communication channel capable of processing the future action to be made by the user; and
based on determining that the bandwidth of the primary communication channel can be reduced, generating, by the computing system, a message to be transmitted to the user via the alternate communication channel before the user accesses the primary communication channel for performing the future action and transmitting the message to the user via the alternate communication channel, wherein the prediction preempts utilization of the primary communication channel for the future action.

2. The method of claim 1 wherein identifying the alternate communication channel capable of processing the future action comprises:
determining a complexity of addressing the future action to be taken by the user; and
determining that the alternate communication channel can handle the complexity of the future action.

3. The method of claim 1 wherein identifying the alternate communication channel capable of processing the future action comprises:
identifying at least two alternate communication channels comprising a first alternate communication channel and a second alternate communication channel;
determining that the first alternate communication channel is capable of processing the future action;
determining that the second alternate communication channel is not capable of processing the future action; and
selecting the first alternate communication channel as the alternate communication channel capable of processing the future action.

4. The method of claim 1 wherein identifying the alternate communication channel capable of processing the future action comprises:
identifying at least two alternate communication channels comprising a first alternate communication channel and a second alternate communication channel;
determining that the first alternate communication channel and the second alternate communication channel are both capable of processing the future action;
determining that there is more bandwidth available on the first alternate communication channel than the second alternate communication channel; and
selecting the first alternate communication channel as the alternate communication channel capable of processing the future action.

5. The method of claim 1 wherein identifying, by the computing system, the user action further comprises:
detecting a trigger event by monitoring online interactions with a webpage associated with the account,
detecting a trigger event by monitoring online activity of the user device, and
detecting a trigger event by monitoring user interactions with an SMS message, a chat program, an IVR system, or combinations thereof.

6. The method of claim 1 further comprising:
determining a solution to preempt the future action to be performed by the user; and
performing the solution on behalf of the user, wherein the message comprises an indication that the solution was performed, and wherein the trigger event is associated with navigating to a customer service chatbot.

7. The method of claim 1 , wherein identifying, by the computing system, the user action originating from the user device comprises:
detecting a trigger event by monitoring the one or more user interactions with the mobile application, the one or more user interactions comprising payment of an account, transferring funds, navigating to a customer service chatbot, searching for previous transactions, changing personal identification information, a loan application, a credit application, or combinations thereof.

8. A non-transitory computer readable medium comprising one or more sequences of instructions, which, when executed by one or more processors, causes a computing system to perform operations comprising:
identifying, by the computing system, a user action related to an account of a user managed by the computing system, the user action comprising a trigger event associated with a loan application or credit application;
inputting, by the computing system, the user action into a prediction model configured to predict a future action to be taken by the user;
determining, by the computing system, that a bandwidth of a primary communication channel can be reduced by identifying an alternate communication channel capable of processing the future action to be made by the user; and
based on determining that the bandwidth of a primary communication channel can be reduced, generating, by the computing system, a message to be transmitted to the user via the alternate communication channel before the user accesses the primary communication channel for performing the future action and transmitting the message to the user via the alternate communication channel, wherein the prediction preempts utilization of the primary communication channel for the future action.

9. The non-transitory computer readable medium of claim 8 , wherein identifying the alternate communication channel capable of processing the future action comprises:
determining a complexity of addressing the future action to be taken by the user; and
determining that the alternate communication channel can handle the complexity of the future action.

10. The non-transitory computer readable medium of claim 8 , wherein identifying the alternate communication channel capable of processing the future action comprises:
identifying at least two alternate communication channels comprising a first alternate communication channel and a second alternate communication channel;
determining that the first alternate communication channel is capable of processing the future action;
determining that the second alternate communication channel is not capable of processing the future action; and
selecting the first alternate communication channel as the alternate communication channel capable of processing the future action.

11. The non-transitory computer readable medium of claim 8 , wherein identifying the alternate communication channel capable of processing the future action comprises:
identifying at least two alternate communication channels comprising a first alternate communication channel and a second alternate communication channel;
determining that the first alternate communication channel and the second alternate communication channel are both capable of processing the future action;
determining that there is more bandwidth available on the first alternate communication channel than the second alternate communication channel; and
selecting the first alternate communication channel as the alternate communication channel capable of processing the future action.

12. The non-transitory computer readable medium of claim 8 , wherein identifying, by the computing system, the user action related to the account of the user further comprises:
detecting a trigger event by monitoring online interactions with a webpage associated with the account,
detecting a trigger event by monitoring online activity of the user,
detecting a trigger event by monitoring user interactions with a mobile application, and
detecting a trigger event by monitor

Assignees

• Capital One Services Llc

Inventors

• Karp Scott
• Mueller Erik

Classifications

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title