US-12620002-B2 - Systems and methods for facilitating optimal customer engagement via quantitative receptiveness analysis and presentation

Abstract

A financial institution computing system includes an account database with a plurality of transaction parameters with respect to a financial account of a customer, a receptiveness metrics circuit structured to extract the plurality of transaction parameters from the account database, the transaction parameters including at least one financial transaction record, and indicative of a mode of the customer, and determine one or more receptiveness metrics attributed to the customer based on the mode of the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes an avatar that is an aged version of the customer, and an interaction generation circuit structured to transmit the interaction to the customer at an optimal time based on the one or more receptiveness metrics.

Inventors

• Wayne Barakat
• Michael Fitzpatrick
• Mark A. Frank
• Yvette M. Hatton
• Pey-Ning Huang
• Michael Lyon
• Kimberly D. Peck
• Melissa Schroder Viscomi

Assignees

• WELLS FARGO BANK, N.A.

Dates

Publication Date

20260505

Application Date

20240415

Claims (16)

1. 1 . A financial institution computing system comprising: an account database comprising a plurality of transaction parameters with respect to a financial account of a customer; a receptiveness metrics circuit structured to: extract the plurality of transaction parameters from the account database, the transaction parameters including at least one financial transaction record; determine one or more receptiveness metrics attributed to the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes one or more illustrations of a future financial value to the customer and an aged version of the customer; determine the one or more receptiveness metrics attributed to the customer based on a mode of the customer, wherein one or more of the extracted transaction parameters are indicative of the mode of the customer; and predict the mode of the customer based on the extracted transaction parameters and at least one of a location of the customer and a mode of transportation associated with the financial transaction record; and an interaction generation circuit structured to: transmit the interaction to a device of the customer based on the one or more receptiveness metrics.
2. 2 . The financial institution computing system of claim 1 , wherein the receptiveness metrics circuit is further structured to: extract a transaction location parameter from the plurality of transaction parameters, wherein the one or more receptiveness metrics is based on the transaction location.
3. 3 . The financial institution computing system of claim 1 , wherein a lower score of the one or more receptiveness metrics is associated with a work place of the customer, while a higher score of the one or more receptiveness metrics is associated with a home of the customer.
4. 4 . The financial institution computing system of claim 1 , wherein the receptiveness metrics circuit is further structured to: determine a mode of the customer based on transaction locations of the plurality of transaction parameters, wherein the mode of the customer includes at least one of a work mode, a leisure mode, a vacation mode, and a stressed mode.
5. 5 . The financial institution computing system of claim 1 , wherein the receptiveness metrics circuit is further structured to: determine a technical savviness of the customer based on a frequency of online transactions and a frequency of in-store transactions from the transaction parameters, wherein the one or more receptiveness metrics is based on the technical savviness of the customer.
6. 6 . The financial institution computing system of claim 1 , wherein the interaction includes an intervention in a presentation of the interaction, the intervention is structured to increase receptiveness of the customer to the interaction, and the intervention includes information pertaining to the future financial value to the customer.
7. 7 . The financial institution computing system of claim 1 , wherein the interaction includes an offer for a financial product or service provided by the financial institution.
8. 8 . A method performed by a financial institution computing system, the method comprising: extracting, by a receptiveness metrics circuit, a plurality of transaction parameters from an account database, the transaction parameters including at least one financial transaction record; determining, by the receptiveness metrics circuit, one or more receptiveness metrics attributed to the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes one or more illustrations of a future financial value to the customer and an aged version of the customer; determining, by the receptiveness metrics circuit, the one or more receptiveness metrics attributed to the customer based on a mode of the customer, wherein one or more of the extracted transaction parameters are indicative of the mode of the customer; predicting, by the receptiveness metrics circuit, the mode of the customer based on the extracted transaction parameters and at least one of a location of the customer and a mode of transportation associated with the financial transaction record; and transmitting, by an interaction generation circuit, the interaction to the customer based on the one or more receptiveness metrics.
9. 9 . The method of claim 8 , further comprising: determining, by the receptiveness metrics circuit, a confidence level for the mode of the customer based whether one or more of the plurality of transaction parameters confirm or disprove the predicted behavior.
10. 10 . The method of claim 8 , wherein a lower score of the one or more receptiveness metrics is associated with a day time, while a higher score of the one or more receptiveness metrics is associated with a night time.
11. 11 . The method of claim 8 , further comprising: extracting, by the receptiveness metrics circuit, a transaction location parameter from the plurality of transaction parameters, wherein the one or more receptiveness metrics is based on the transaction location.
12. 12 . The method of claim 8 , wherein a lower score of the one or more receptiveness metrics is associated with a work place of the customer, while a higher score of the one or more receptiveness metrics is associated with a home of the customer.
13. 13 . The method of claim 8 , further comprising: determining, by the receptiveness metrics circuit, the mode of the customer based on transaction locations of the plurality of transaction parameters, wherein the mode of the customer includes at least one of a work mode, a leisure mode, a vacation mode, and a stressed mode, and wherein a lower score of the one or more receptiveness metrics is associated with a vacation mode of the customer, while a higher score of the one or more receptiveness metrics is associated with a leisure mode of the customer.
14. 14 . The method of claim 8 , further comprising: determining, by the receptiveness metrics circuit, a technical savviness of the customer based on a frequency of online transactions and a frequency of in-store transactions from the transaction parameters, or a technical savviness of the customer based on one or more of a browser, a browser version, an operating system, and an operating system version used by the customer, wherein the one or more receptiveness metrics is based on the technical savviness of the customer.
15. 15 . The method of claim 8 , wherein the interaction includes an intervention in a presentation of the interaction, and the intervention is structured to increase receptiveness of the customer to the interaction.
16. 16 . A non-transitory computer readable medium including one or more instructions stored thereon and executable by a processor to: obtain, by the processor, a plurality of transaction parameters with respect to a financial account of a customer, the transaction parameters including at least one financial transaction record; determine, by the processor, one or more receptiveness metrics attributed to the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes one or more illustrations of a future financial value to the customer and an aged version of the customer; determine, by the processor, the one or more receptiveness metrics attributed to the customer based on a mode of the customer, wherein one or more of the extracted transaction parameters are indicative of the mode of the customer; predict, by the processor, the mode of the customer based on the extracted transaction parameters and at least one of a location of the customer and a mode of transportation associated with the financial transaction record; and cause, by the processor, transmission of the interaction to a device of the customer based on the one or more receptiveness metrics.

Description

CROSS-REFERENCE TO RELATED PATENT APPLICATIONS This application is a continuation of U.S. patent application Ser. No. 17/327,904, filed May 24, 2021, which application is a continuation of U.S. patent application Ser. No. 15/656,868, filed Jul. 21, 2017, the contents of all such applications being hereby incorporated by reference in their entirety and for all purposes as if completely and fully set forth herein. BACKGROUND A financial institution may wish to offer financial services and products to customers in the hopes that the customer will purchase or accept the offered services or products. However, customers may be busy, inattentive, or unreceptive to incoming offers during particular times of the day or at certain locations. Accordingly, it would be desirable for a financial institution to determine an optimal time, location, channel of communication, etc. for offering a customer a financial service or product for providing an optimal chance of conversion (e.g., purchase or acceptance) of the offer. SUMMARY Example implementations include a financial institution computing system with an account database with a plurality of transaction parameters with respect to a financial account of a customer, a receptiveness metrics circuit structured to extract the plurality of transaction parameters from the account database, the transaction parameters including at least one financial transaction record, and indicative of a mode of the customer, and determine one or more receptiveness metrics attributed to the customer based on the mode of the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes an avatar that is an aged version of the customer, and an interaction generation circuit structured to transmit the interaction to the customer at an optimal time based on the one or more receptiveness metrics. Example implementations also include a method performed by a financial institution computing system, of extracting, by a receptiveness metrics circuit, a plurality of transaction parameters from an account database, the transaction parameters including at least one financial transaction record, and indicative of a mode of the customer, predicting, by the receptiveness metrics circuit, the mode of the customer based on the extracted transaction parameters and at least one of a location of the customer and a mode of transportation associated with the financial transaction record, determining, by the receptiveness metrics circuit, one or more receptiveness metrics attributed to the customer based on the mode of the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, wherein the interaction includes an avatar that is an aged version of the customer, determining, by the receptiveness metrics circuit, a confidence level for the mode of the customer based whether one or more of the plurality of transaction parameters confirm or disprove the predicted behavior, and transmitting, by an interaction generation circuit, the interaction to the customer at an optimal time based on the one or more receptiveness metrics. Example implementations also include a non-transitory computer readable media having computer-executable instructions embodied therein that, when executed by a receptiveness metrics circuit and an interaction generation circuit of a financial institution computing system, causes the financial institution computing system to perform operations, the operations including extracting, by the receptiveness metrics circuit, a plurality of transaction parameters from an account database, the transaction parameters including at least one financial transaction record, and indicative of a mode of the customer, predicting, by the receptiveness metrics circuit, the mode of the customer based on the extracted transaction parameters and at least one of a location of the customer and a mode of transportation associated with the financial transaction record, determining, by the receptiveness metrics circuit, one or more receptiveness metrics attributed to the customer based on the mode of the customer, the one or more receptiveness metrics indicating likelihoods of the customer converting an interaction from the financial institution, where the interaction includes an avatar that is an aged version of the customer, determining, by the receptiveness metrics circuit, a confidence level for the mode of the customer based whether one or more of the plurality of transaction parameters confirm or disprove the predicted behavior, and transmitting, by the interaction generation circuit, the interaction to the customer at an optimal time based on the one or more receptiveness metrics. BRIEF DESCRIPTION OF THE FIGURES FIG. 1 is a block diagram illustrating a system for determining customer receptiveness metrics according to s