Patent ID: 9659289
Date: 2017-05-23
CPC Classifications: G06Q

Claim:
1. A computer-implemented method, comprising: receiving, from a web channel of an enterprise, current transaction data for a current transaction initiated by a user via a graphical user interface of the web channel that is provided for display to the user, the enterprise having multiple channels, each channel providing the user with a different type of interface for accessing a service offered by the enterprise; identifying the user based on the received current transaction data; identifying, based on the identified user, prior transaction data that is stored within a centralized database of the enterprise and that corresponds to one or more prior transactions initiated by the user via an interface of an additional channel of the enterprise that includes one of an in-store retail channel, an interactive voice response channel, a call center channel, a live person chat channel, an automated kiosk channel, and an automated chat channel; determining, based on the received current transaction data and the prior transaction data, that the current transaction is a continuation of a prior transaction included in the one or more prior transactions, the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; selecting at least a portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise; converting the selected portion of the prior transaction data from a common data format within the centralized database that is not specific to any one channel included in the multiple channels of the enterprise to a data format that is specific to the web channel of the enterprise; sending the selected portion of the prior transaction data that was converted from the common data format to the web channel for processing the current transaction for the user; and directing the web channel to adjust, based on the selected portion of the prior transaction data that corresponds to the prior transaction initiated and not completed by the user via the interface of the additional channel of the enterprise, the processing of the current transaction by continuing the prior transaction in the graphical user interface of the web channel that is provided for display to the user.