Review bucket for video conferences

Patent metadata

Field	Value
Publication number	US-2016127683-A1
Application number	US-201414530052-A
Country	US
Kind code	A1
Filing date	Oct 31, 2014
Priority date	Oct 31, 2014
Publication date	May 5, 2016
Grant date	—

Abstract

Embodiments of the invention detail systems, computer program products, and methods for providing a review bucket for video conferences. In an exemplary embodiment the system presents on a display a review bucket widget that is configured to receive a plurality of discussion topics for use in a video conference communication session between the customer and a business agent that represents a particular entity. To this extent, the system may additionally receive, within the review bucket widget, an identifier of at least one discussion topic that the customer is interested in discussing during the video conference communication session and transmit the at least one discussion topic to the business agent.

First claim

1 . A system for providing a discussion topic reviewing tool, the system comprising:
a video conferencing apparatus including a processor, a memory, a display in communication with the processor, a video camera in communication with the processor, a speaker in communication with the processor, and a microphone in communication with the processor; and a video conferencing module stored in the memory, comprising executable instructions that when executed by the processor cause the processor to: initiate presentation on the display of a review bucket configured to receive from a customer a plurality of discussion topics for use in a video conference communication session between the customer and a business agent that represents a particular entity; receive from the customer, within the review bucket, an identifier of at least one discussion topic that the customer is interested in discussing during the video conference communication session; initiate transmission of the at least one discussion topic to the business agent; initiate a video conference communication session between the customer and the business agent to discuss the at least one discussion topic transmitted to the business agent; receive from the customer during the video conference communication session, within the review bucket, one or more identifiers associated with one or more discussion topics from the plurality of discussion topics; and place the one or more identifiers associated with one or more discussion topics in a video conference communication queue based on at least an order in which the one or more discussion topics are received, wherein the at least one order is determined by the customer.

2 . The system of claim 1 , wherein the review bucket is configured to be compatible with at least one application within the video conference apparatus such that the review bucket can communicate with the at least one application to (i) send information to the at least one application and (ii) receive information from the at least one application.

3 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to initiate presentation of the review bucket prior to transmitting an indication that the customer requires communication with the business agent.

4 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to initiate presentation of the review bucket in response to transmitting an indication that the customer requires communication with the business agent.

5 . (canceled)

6 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to store a reference for the identifier of the at least one discussion topic, and wherein the reference comprises at least one of a screenshot of a webpage, screenshot of the display, a Hypertext Markup Language (“HTML”) link, a document name, or a document location.

7 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
store metadata of the identifier of the at least one discussion topic; concurrently thereafter categorize the at least one discussion topic based on the stored metadata of the identifier of the at least one discussion topic; and concurrently thereafter assign a level of priority to the at least one discussion topic based on the stored metadata of the identifier of the at least one discussion topic.

8 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
receive input from the customer that indicates (i) a category of the at least one discussion topic and (ii) a level of priority of the least one discussion topic; in response to receiving the input that indicate the category of the at least one discussion topic, concurrently thereafter categorize the at least one discussion topic based on the received input from the customer; and in response to receiving the input that indicates the level of priority of the at least one discussion topic, concurrently thereafter assign the level of priority to the at least one discussion topic based on the received information from the customer.

9 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to, in response to receiving the identifier of the at least one discussion topic, concurrently thereafter assign a level of priority to the at least one discussion topic based on the number of times that the at least one discussion topic was received within the review bucket.

10 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
detect that the at least one discussion topic is a duplicate of another discussion topic within the review bucket; prompt the customer to specify whether or not the at least one discussion topic was accidentally received within the review bucket; in response to the customer specifying the at least one discussion topic was accidentally received within the review bucket, remove the at least one discussion topic from the review bucket.

11 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to prompt the user to add a description of the at least one discussion topic.

12 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
generate a cumulative list two or more discussion topics received within the review bucket; and transmit the cumulative list of the two or more discussion topics received within the review bucket to the business agent.

13 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
determine whether the review bucket is operating in online mode or offline mode; in response to determining the review bucket is operating in online mode, determine to transmit the at least one discussion topic to the business agent.

14 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
determine whether the review bucket is operating in online mode or offline mode; in response to determining the review bucket is operating in offline mode, determine to not transmit the at least one discussion topic to the business agent; and save the at least one discussion topic in a queue for transmission at a later time.

15 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to, in response to transmitting the at least one discussion topic, concurrently thereafter import information included in the identifier or the at least one discussion topic into an electronic form.

16 . The system of claim 1 , wherein a video conference communication session between the business agent and the customer is initiated utilizing an automated dialer system that requires the customer to specify a reason for initiating the video conference communication session, and wherein the executable instructions when executed further cause the processor to automatically determine the reason for initiating the video conference communication session based on the identifier of the at least one discussion topic.

17 . The system of claim 1 , wherein the executable instructions when executed further cause the processor to:
transmit an indication that a customer requires communication with a business agent that is remotely located from the customer; and initiate a video conference communication session between the customer a

Assignees

• Bank Of America

Inventors

• Hanson Carrie Anne
• Jones-Mcfadden Alicia C
• Sobol Craig
• Shelkey Brent Alan
• Chang Kimberly Ya-Chin
• Gottfried Sarah Beth
• Liang Wang
• Rathi Neha Rani
• Wong Anthony Scott

Classifications

• H04L12/1822

  Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission · CPC title

• H04N7/141

  between two video terminals, e.g. videophone (telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085) · CPC title

• H04N7/15 Primary

  Conference systems · CPC title

• H04L12/1813

  for computer conferences, e.g. chat rooms (instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15) · CPC title

• G06Q10/10

  Office automation; Time management · CPC title