Disaster relief event call flagging

Patent metadata

Field	Value
Publication number	US-9807234-B2
Application number	US-201615159105-A
Country	US
Kind code	B2
Filing date	May 19, 2016
Priority date	Sep 10, 2014
Publication date	Oct 31, 2017
Grant date	Oct 31, 2017

Abstract

Embodiments of the invention relate to systems, methods, and computer program products for providing disaster relief event call flagging. The system, method, and computer program product are configured to create a disaster relief event associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event comprises one or more parameters that identify locations associated with the disaster relief event; create a temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the dialer file is based at least partially on the one or more parameters of the disaster relief event, and automatically suspend contact to one or more customers based at least partially in response to the telephone numbers of the one or more customer being excluded from the temporary dialer file.

First claim

What is claimed is:

1. A computer program product for temporarily suspending customer contact associated with disaster relief events, the computer program product embodied on 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 information regarding a disaster relief event;
a computer readable program code configured to create a disaster relief event file associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event file comprises one or more parameters associated with the disaster relief event, wherein at least one customer has a first and a second account maintained by the entity, and wherein the disaster relief event is only associated with a first account associated with the at least one customer;
a computer readable program code configured to automatically suspend contact to one or more customers based at least partially in response to a telephone number of the one or more customer being excluded from a temporary dialer file, wherein automatically suspending contact comprises:
determining to not contact the at least one customer using the telephone number associated with the customer based at least partially on determining a reason for contacting the at least one customer is associated with the first account; and
determining to contact the at least one customer using the telephone number associated with the customer based at least partially on determining the reason for contacting the customer is associated with the second account; and

a computer readable program code configured to create the temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the temporary dialer file is based at least partially on the one or more parameters of the disaster relief event, and wherein creating the temporary dialer file comprises:
determining to exclude the telephone number associated with the at least one customer, from the temporary dialer file at least partially in response to determining that the reason for contacting the customer is associated with the first account which is associated with the disaster relief event;
determining to include the telephone number associated with the at least one customer in the temporary dialer file at least partially in response to determining the telephone number is associated with the second account that is not related to the disaster relief event.

2. The computer program product of claim 1 further comprising computer readable program code configured to determine to not automatically suspend contact to one or more customers based at least partially on a delinquency stage or product type of the customer accounts.

3. The computer program product of claim 2 , wherein determining to not automatically suspend contact to one or more customers based at least partially the delinquency stage or product type of the customer accounts further comprises:
determining to not exclude a telephone number from the dialer file in response to determining an account related to the telephone number is a predetermined number of days in payment arrears or associated with a predetermined product type.

4. The computer program product of claim 1 further comprising computer readable program code configured to present, to a user, a warning message associated with the disaster relief event, wherein the warning message indicates at least one customer telephone number or account has been associated with the disaster relief event, and wherein the warning is presented on a user interface associated with the user.

5. The computer program product of claim 4 , wherein the computer readable program code configured to present, to a user, a warning message associated with the disaster relief event is configured to allow the user to:
request, via the user interface, to receive additional information related to the disaster relief event,
acknowledge, via the user interface, that the warning was received,
override, via the user interface, the warning message and not automatically suspend contact to one or more customers, or
manually select, via the user interface, to automatically suspend contact to one or more customers.

6. The computer program product of claim 1 , wherein the entity contacts the customer using an automated dialer, and wherein the computer readable program code configured to automatically suspending contact to the customer on behalf of the entity comprises code for:
blocking the automated dialer from dialing one or more telephone numbers associated with the customer.

7. The computer program product of claim 6 , wherein a non-temporary dialer file comprising the one or more telephone numbers associated with the customer is stored in a memory, and wherein the computer readable program code configured for creating the temporary dialer file comprises code configured for removing one or more telephone numbers from the non-temporary dialer file such that after removing the one or more telephone numbers from the non-temporary dialer file the plurality of customers cannot be contacted at the one or more telephone numbers on behalf of the entity.

8. The computer program product of claim 1 further comprising computer readable program code configured to provide a user interface for creating the disaster relief event, and wherein the user interface is configured to automatically import information into at least one user input field within a user interface, and wherein the imported information is in an aggregated format.

9. The computer program product of claim 1 further comprising computer readable program code configured to:
receive, via user input into a user interface, a request to delete the disaster relief event associated with a customer having the at least one account maintained by an entity; and
in response to receiving the request to delete the disaster relief event, automatically initiate contact to the customer on behalf of the entity.

10. A computer implemented method for temporarily suspending customer contact associated with disaster relief events, the method comprising:
receiving information regarding a disaster relief event;
creating a disaster relief event file associated with a plurality of customer accounts maintained by an entity, wherein the disaster relief event file comprises one or more parameters associated with the disaster relief event, wherein at least one customer has a first and a second account maintained by the entity, and wherein the disaster relief event is only associated with the first account associated with the at least one customer;
automatically suspending contact to one or more customers based at least partially in response to a telephone number of the one or more customer being excluded from a temporary dialer file, wherein automatically suspending contact comprises:
determining to not contact the at least one customer using the telephone number associated with the customer based at least partially on determining a reason for contacting the at least one customer is associated with the first account; and
determining to contact the at least one customer using the telephone number associated with the customer based at least partially on determining the reason for contacting the customer is associated with the second account;

creating the temporary dialer file for use in contacting the plurality of customers in reference to the accounts, wherein the temporary dialer file is based at least partially on the one or more parameters of the disaster relief event, and wherein creating the temporary dialer file comprises:
d

Assignees

• Bank Of America

Inventors

• Hallam David Luke
• Sheldon Andrew
• Kravchenko Aleksander F
• Thomas George Vettiyedathuparampil

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06Q30/01

  Customer relationship services · CPC title

• H04M11/04

  with alarm systems, e.g. fire, police or burglar alarm systems · CPC title

• H04M3/5158 Primary

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title

• G06F3/04842

  Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) · CPC title