Mark W Ambrose

US Patent:

6349290, Feb 19, 2002

Filed:

Jun 30, 1999

Appl. No.:

09/337014

Inventors:

Edward Horowitz - New York NY
Mark Ambrose - Valley Cottage NY
Michael Fetta - Pelham NY
Steve Hakim - Belle Mead NJ
Michael Kaufman - New Providence NJ
David Robinson - Herndon VA

Assignee:

Citibank, N.A. - New York NY

International Classification:

G06F 1700

US Classification:

705 35, 705 42

Abstract:

An automated system and method for presenting both interactive and proactive customized and personalized advice for a customer by a financial institution is based on a sophisticated customer profile generated by the system according to an analysis of the customer from a totality of the customers interaction with the system. The system includes, for example, an advice engine, which is primarily software, that considers numerous sets of system logic, such as legal constraints and statistical facts that affect the customer, and generates the advice. The system also includes a presentation engine which varies the presentation, depending in part on the mode by which the customer accesses the system, but regardless of the mode, presents the advice to the customer in an individualized manner. Additionally, the system includes a context assessment engine, which examines the context of the interaction between the customer and the system and assesses the effectiveness of the advice.

US Patent:

7248687, Jul 24, 2007

Filed:

Dec 6, 2004

Appl. No.:

11/005641

Inventors:

Mark Ambrose - Maplewood NJ, US
Rich Clow - Summit NJ, US
Rich Feight - Sioux Falls SD, US
Jim L. Muir - Hartford SD, US

Assignee:

Citicorp Credit Services, Inc. - Long Island City NY

International Classification:

H04M 3/00

US Classification:

37926506, 379 8825

Abstract:

A method and system for outbound dialing of contacts and collecting call information in which one or more customers are allowed to submit records from the customers' mainframes for a plurality of contacts to be called for the customers via a dialing mode of a hosted software system for sending event-driven alert messages. Based on the records submitted by the customers, the dialing mode of the hosted software system initiates calls to the contacts, and when and if a right-party contact is reached for a particular customer, the call is delivered from the dialing mode to an agent at one of a plurality of call centers of the particular customer according to predefined agent selection rules for outbound call routing. In addition, data regarding the call to the contact is collected.