Aashima X Gupta

US Patent:

20100287458, Nov 11, 2010

Filed:

Aug 30, 2006

Appl. No.:

11/468329

Inventors:

Kieran Guller - Oakland CA, US
Aashima Gupta - Union City CA, US

Assignee:

PROVIDIAN FINANCIAL CORPORATION - San Francisco CA

International Classification:

G06F 17/21

US Classification:

715205, 715256, 715808

Abstract:

A method for providing scripts to customer representatives includes the steps of: receiving from a client computer information identifying a customer, a product, and a workflow; determining a script based on the received product and workflow information; obtaining the determined script, the script comprising text and variables, from a database; replacing the variables in the determined script with text in accordance with at least the received customer identification information to provide a customized script; and providing the customized script to the client computer for display.

US Patent:

20090299784, Dec 3, 2009

Filed:

Mar 3, 2009

Appl. No.:

12/396571

Inventors:

Kieran Guller - Oakland CA, US
Aashima Gupta - Union City CA, US

International Classification:

G06Q 10/00

US Classification:

705 7

Abstract:

A method is provided for permitting telephone sales representatives access to information on qualification of customers to obtain particular products. A client server system is used. A client submits information concerning a product, a type of qualification and customer information to the server. Based on the product and type of qualification, a set of qualification rules is then obtained. The qualification rules are organized by category. Customer credit information, including credit history, preexisting products, and other information, is obtained from a customer credit database. Customer credit information is then traversed through the qualification rules to obtain a qualification result, which is returned to the client. In a method for providing scripts to representatives, who identify a requested type of script and the product, the representatives are provided with a dynamically generated script of the requested type and specific to the identified product. Script types are classified into functional types. Scripts are dynamically filled with customer-specific information, such as name, price and product. The output is provided for display on the telephone representative's browser. A general sales script is provided in the browser window. Links for items that are required in response to customer inquiries are also provided in the window. When a link is selected, a script is provided specific to the type of customer inquiry.