Multiple-participant customer service conference

Patent metadata

Field	Value
Publication number	US-9001180-B2
Application number	US-201213652326-A
Country	US
Kind code	B2
Filing date	Oct 15, 2012
Priority date	Oct 15, 2012
Publication date	Apr 7, 2015
Grant date	Apr 7, 2015

Abstract

Embodiments of the invention are directed to systems, methods and computer program products for receiving input to initiate a video conference with a first participant from a user; initiating the video conference between the user and the first participant; receiving a request to add at least a second participant to the video conference from at least one of the user and the first participant, the request comprising credentials associated with the second participant; determining that the second participant is authorized to join the video conference based on the credentials; and connecting the second participant to the video conference.

First claim

What is claimed is:

1. A system for initiating a multiple-participant video conference, the system comprising:
a computer apparatus including a processor and a memory; and
a conference module stored in the memory, comprising executable instructions that when executed by the processor cause the processor to:
receive input to initiate a video conference with a first participant from a user;
initiate the video conference between the user and the first participant;
record a log of the video conference, the log comprising a text transcript of dialogue between the user and the first participant;
provide, on a display of a device of the user that is in communication with the system, a list of suggested subjects to the user;
receive the subject of interest to the user selected from the list of suggested subjects;
share a document between the user and the first participant via the video conference;
provide, on the display of the device, a list of one or more experts on a subject of interest to the user;
receive a request to add at least a second participant to the video conference from at least one of the user and the first participant, the request comprising credentials associated with the second participant, wherein the second participant comprises an expert selected from the list of one or more experts;
determine that the second participant is authorized to join the video conference based on the credentials;
connect the second participant to the video conference;
determine financial documents associated with the user and the subject of interest; and
provide the log of the video conference and the documents to the second participant.

2. The system of claim 1 , wherein the credentials comprise at least one of a security code, an identifier of the second participant, an identifier associated with the device of the second participant that is in communication with the system, a geographical location of the second participant, and an area of expertise of the second participant.

3. The system of claim 2 , wherein the module is further configured to:
identify the second participant based on the credentials;
match the second participant to a participant on a list of authorized participants.

4. The system of claim 2 , wherein the module is further configured to:
determine that a geographical location of the second participant is within a predetermined distance of the geographical location of the device of the user.

5. The system of claim 1 , wherein the module is further configured to:
prompt the user to confirm that the second participant is authorized to join the video conference; and
receive confirmation from the user,
wherein the second participant is connected to the video conference in response to receiving the confirmation from the user.

6. The system of claim 1 , wherein the module is further configured to:
determine that the user has been disconnected from the video conference.

7. The system of claim 6 , wherein the module is further configured to:
automatically terminate the video conference call for all participants.

8. The system of claim 6 , wherein the module is further configured to:
prompt the first participant to cease communications with the second participant until the user has been reconnected to the video conference.

9. The system of claim 1 , wherein the second participant comprises at least one of an expert on a second subject of interest to the user, a family member of the user, a joint account holder of the user, a financial planner, and an agent of the user.

10. A computer program product for initiating a multiple-participant video conference, the computer program product comprising:
a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising:
a computer readable program code configured to receive input to initiate a video conference with a first participant from a user;
a computer readable program code configured to initiate the video conference between the user and the first participant;
a computer readable program code configured to record a log of the video conference, the log comprising a text transcript of dialogue between the user and the first participant;
a computer readable program code configured to provide, on a display of a device of the user that is in communication with the system, a list of suggested subjects to the user;
a computer readable program code configured to receive the subject of interest to the user selected from the list of suggested subjects;
a computer readable program code configured to share a document between the user and the first participant via the video conference;
a computer readable program code configured to provide, on the display of the device, a list of one or more experts on a subject of interest to the user;
a computer readable program code configured to receive a request to add at least a second participant to the video conference from at least one of the user and the first participant, the request comprising credentials associated with the second participant;
a computer readable program code configured to determine that the second participant is authorized to join the video conference based on the credentials;
a computer readable program code configured to connect the second participant to the video conference
a computer readable program code configured to determine financial documents associated with the user and the subject of interest; and
a computer readable program code configured to provide the log of the video conference and the documents to the second participant.

11. The computer program product of claim 10 , wherein the credentials comprise at least one of a security code, an identifier of the second participant, an identifier associated with the device of the second participant, a geographical location of the second participant, and an area of expertise of the second participant.

12. The computer program product of claim 10 , further comprising computer readable program code configured to:
prompt the user to confirm that the second participant is authorized to join the video conference; and
receive confirmation from the user,
wherein the second participant is connected to the video conference in response to receiving the confirmation from the user.

13. A computer implemented method for initiating multiple-participant video conferencing, the method comprising:
receiving input to initiate a video conference with a first participant from a user;
initiating, via a computing the video conference between the user and the first participant;
recording, via the computing device processor, a log of the video conference, the log comprising a text transcript of dialogue between the user and the first participant;
providing, on a display of a device of the user that is in communication with the system, a list of suggested subjects to the user;
receiving the subject of interest to the user selected from the list of suggested subjects;
sharing, via the computing device processor, a document between the user and the first participant via the video conference;
providing, on the display of the device, a list of one or more experts on a subject of interest to the user;
receiving a request to add at least a second participant to the video conference from at least one of the user and the first participant, the request comprising credentials associated with the second participant;
determining that the second participant is authorized to join the video conference based on the credentials;
connecting the second participant to the video conference

Assignees

• Bank Of America

Inventors

• Calman Matthew A
• Votaw Elizabeth S
• Jones Alicia C
• Liu Su
• Streja Lynn
• Rachmel Nir
• Han Wanwen
• Agrawal Rajat
• Park-Hur Cameron Jungeun
• Grimsley James Robert

Classifications

• H04N7/15 Primary

  Conference systems · CPC title

• H04N7/155 Primary

  involving storage of or access to video conference sessions (tracking arrangements for later retrieval of a computer conference content or participants activities H04L12/1831) · CPC title

• H04N21/4751

  for defining user accounts, e.g. accounts for children · CPC title