Interactive e-mail statement

A method for interactively communicating with regard to a statement in e-mail form including a tag and a link. The statement is communicated from a first computer to a second via a network. The first computer is operated by the statement provider and the second is operated by a clerk associated with the statement receiver. A client software is provided to the second computer automatically based on said tag being present in the statement. An instant messaging session between the second computer and a third computer is employed based on selective link activation by the clerk. The third computer (potentially the same as the first) is operated by a service representative associated with the provider.

BACKGROUND OF INVENTION

1. Technical Field

The present invention relates generally to communication of and about electronic document forms of statements and reports, and more particularly to providing such documents by e-mail with integrated capability to respond by instant messaging or chat session.

2. Background Art

Conventionally, documents used as statements and reports (collectively “statements” herein) are prepared on paper and include data stating like monthly billings, lab results, etc. Such statements are prepared by enterprises acting as vendors of goods or services, or by organizations that need to regularly communicate with their clients on standard matters. Conversely, the statements are intended for other enterprises or organizations acting as goods or services customers, or as clients that receive regular, detail intensive communications on standard matters.

Of particular present interest are how statements are then sent from the preparing parties to the receiving parties, and then how these parties handle follow up communications. Traditionally, the statements are sent via a conventional postal or courier service. Of course, as is well known, this is a notoriously slow, serial, and is an expensive process, and it becomes particularly so whenever a receiving party has to follow up with a providing party on details or issues in the statement. That very common situation may require drafting a letter and sending it by mail or courier back to the providing party. Alternately, the receiving party can try to reach the providing party by telephone, with a high attendant likelihood that the provider's best suited representative for handling the matter will be unavailable, or not have a copy of the statement or other information readily available to address the questions being raised.

Despite the advent and growing availability of e-mail, simple follow up transactions regarding statements can still take days. In fact, trying to follow up via e-mail can be worse, since it tends to be addressed to individuals rather than to roles or departments, i.e., not to entities like an Accounting Clerk or a Dept. Thus, even if an original statement includes a contact e-mail address, it may be for a person who is on vacation, or who has left the organization, or who has such a work load that it is days before they can sort through their e-mail and delegate matters.

For example, if a conventional statement is a bill in which merely one item requires clarification, resolving that is likely to require a protracted dialog that can be expected to substantially delay payment. Pragmatically, it is the very nature of the information in statements to require such clarification or correction and, continuing with billing as just our example, that is why enterprises and organizations today are still compelled to set payment terms of at least 30 days, and to then often see considerable delay beyond that despite whatever early payment incentives they may provide.

Another example of a problem for statement providers is the cost of fielding telesales support. Supporting customers via phone is a notoriously expensive proposition. These calls are measured in time and most of the time spent on the phone is merely navigating to the “right” representative and then getting the basic information from the client such that both parties are talking about the same thing, i.e., establishing the same context. Efforts to date to migrate such support to e-mail has also, by in large, been a failure. When a customer has a problem they usually want to handle it immediately, or at least in a relatively short time period. An aspect of the problem here is that there presently is no assurance that an e-mail will be responded to, in short order or ever. Even when providers implement e-mail support that is highly responsive, they often find that their customers still opt to communicate by telephone.

It follows that what is needed is an improved system to communicate statements and to then conduct further communications about them.

SUMMARY OF INVENTION

Accordingly, it is an object of the present invention to provide an improved system to communicate statements and to then conduct further communications about them.

Briefly, one preferred embodiment of the present invention is a method for interactively communicating with regard to a statement. The statement is prepared, in e-mail form and including a tag and a link, at a first computer system operated by a provider of the statement. The statement is then communicated from the first computer system to a second computer system via a network. The second computer system is operated by a clerk associated with a receiver of the statement. A client software is provided to the second computer system automatically, based on the tag being present in the statement. An instant messaging session is then employed between the second computer system of the clerk and a third computer system, based on the clerk selectively activating the link. The third computer system is operated by a service representative associated with the provider (and may potentially be the same as the first computer system).

Briefly, another preferred embodiment of the present invention is a method for constructing an interactive statement. An e-mail is prepared, including data regarding the subject matter of the statement, at a first computer system operated by a provider of the statement. A tag is included in the e-mail, wherein the tag is suitable for providing an instant messaging client software in a second computer system operated by a clerk associated with a receiver of the statement. A link is also included in the e-mail, one suitable for selective activation of the client software by the clerk to employ an instant messaging session with a third computer system (potentially the same one as the first computer system) operated by a service representative associated with the provider.

Briefly, another preferred embodiment of the present invention is a method for interactively communicating about a statement. The statement, including a tag and a link, is received at a first computer system operated by a clerk associated with a receiver of the statement. An instant messaging client software is provided in the first computer system automatically, based on the tag being present in the statement. The link is then selectively activated by the clerk to employ an instant messaging session between the first computer system and a second computer system operated by a service representative associated with a provider of the statement:

Briefly, yet another preferred embodiment of the present invention is a statement embodied in a computer readable storage medium. A substantially conventional e-mail is stored in the computer readable storage medium, which is coupled with one of a first computer system of a provider that has created the e-mail, a second computer system of a clerk associated with a receiver that has received the e-mail, or a third computer system of a network where said e-mail is being communicated from the provider to the clerk. A tag is included in said e-mail that is suitable for providing a client software in the second computer system of the clerk, and that client software is suitable for conducting an instant messaging session between the clerk and a service representative associated with the provider. A link is also included in the e-mail, one suitable for selective activation by the clerk to employ said instant messaging session with the service representative.

An advantage of the present invention is the ability to present statements from providers for rapid, complete execution or processing by receivers, wherein clerks associated with the receivers can easily follow up on an resolve any issues in the statements with service representatives associated with the providers.

Another advantage of the invention is immediate contact. The providers sent the statements rapidly, via e-mail and the clerks are able to respond with similar rapidness. The clerks do not dial through nested phone menus, only to likely be on hold for a long time. Alternately, the clerks do not send off conventional e-mails, for answer at indeterminate later times.

Another advantage of the invention is immediate shared context. Both the clerk and the service representative can be looking at the same thing at the same time. The clerk has the statement before them, since a link in it is what as been employed it start the interaction, and the service representative may have the statement (or merely the specific relevant portions) before them by automatic transmission back from the clerk as the interaction commences.

Another advantage of the invention is the ability to reduce customer service center costs. The invention permits service representatives to work with multiple clerks for multiple receivers, effectively simultaneously. While one clerk is typing a question, a service representative can be typing the answer to another. This improves the efficiency and productivity of each service representative, lowering costs, wait times, and total issue resolution times.

Another advantage of the invention is the ability to not have to build traditional call centers (with their inherent telecommunications infrastructure). The service representative can literally work out of their homes, anywhere in the world, yet effectively support customers and clients. This permits implementing economical, truly geographically distributed call centers that are completely transparent to the customers or clients.

Another advantage of the invention is the ability to immediately resolve issues in the statements, with closure. Instead of having to mail a form to fill out after agreement is reached on how the issue will be resolved (say to make a correction). Now an electronic version can be immediately pushed to the clerk, where it can be immediately filled out and transmitted back, perhaps with help from the service representative, who can still be around and interactively assist.

Another advantage of the invention is the ability to have an immediate transcript of the clerk-service representative conversations. The transcript can “captured” by either party, or by one and sent to the other for acknowledgement. It can also be digitally signed, if its a transaction meriting that. Such transcripts can be archived and further used for training purposes or for analysis to improve business practices.

And another advantage of the invention is the ability to turn a question into a sales opportunity. When combined with security and digital signatures, in particular, what started as a question about a statement could turn into a signed transaction for additional goods or services to be executed by a vendor-provider.

These and other objects and advantages of the present invention will become clear to those skilled in the art in view of the description of the best presently known mode of carrying out the invention and the industrial applicability of the preferred embodiment as described herein and as illustrated in the several figures of the drawings.

In the various figures of the drawings, like references are used to denote like or similar elements or steps.

DETAILED DESCRIPTION

Best Mode for Carrying Out the Invention

A preferred embodiment of the present invention is an interactive e-mail document system. As illustrated in the various drawings herein, and particularly in the view ofFIG. 1, this preferred embodiment of the invention is depicted by the general reference character10.

FIG. 1is a schematic block diagram providing an overview of an embodiment according to the inventive interactive e-mail document system (IEDS10). Briefly, a provider12generates a statement14that is provided to a receiver16via a network18. As is typically the case with statements, generally, a clerk20that is part of the organization of the receiver16may or may not need to communicate with a customer service or support representative (CSR22) that is part of the organization of the provider12. The statement14therefore permits initiation of an instant messaging or chat session (IM/chat24) between the clerk20and the CSR22.

As discussed in the Background Art section, and now extended to the context of the inventive IEDS10, the provider12is, typically but not necessarily, an enterprise acting as a vendor or an organization needing to regularly communicate with its clients on standard matters. The receiver16is another enterprise or organization, but acting as a customer or a client that receives regular detailed communications from the provider12. The statement14can encompass considerable breadth of data and formats. For instance, it can be virtually any document, including a statement of account, bills, lab reports, confirmation notices, other reports, or other results; it can be in text, html, or other formats; it can have image, audio, or animation elements incorporated, etc.

The provider12generates and provides the statement14to the receiver16in the general form of an e-mail. The e-mail format used can be essentially standard, or encryption, digital signatures, etc. can be employed. The inventive IEDS10does not necessarily foreclose the, concurrent use of such other sophisticated e-mail options. An insert inFIG. 1shows more details of an exemplary statement14here. It includes a subject26that identifies the purpose of the e-mail as being a statement14, and it includes data28intended for receiver16, i.e., the statement of account, monthly billing, lab results, other report, etc. that constitutes the very purpose of the statement14. The statement14also includes conventional e-mail header information, not shown. In particular, however, the statement14includes a tag30and a link32.

The tag30provides client software34to be copied to the receiver16, where it is then ready for use if the clerk20activates the link32. The tag30is basically an Applet tag in an HTML document, here the statement14. This has the usual behavior in that when the statement14is opened by the clerk20, a browser attempts to load the object referenced by the tag30, here the client software34. It first checks the local cache and loads the client software34from there, if present. Otherwise it will request a download from a server as depicted. The server for this may be the provider12, as shown, or another location accessible via the network18. Once the client software34is loaded it is started, allowing the clerk20to engage in a live IM/chat24session with a CSR22.

The receiver16may, understandably, have some concerns about allowing the dynamic downloading, installation, and automatic operation of software such as the client software34. Various means exist to address such concerns and to insure that the client software34is safe. For instance, it can be downloaded from a trusted source or it can be vouched for by a trusted authority (i.e., signed). The security of the client software34is a matter of code signing, which is today supported by browsers directly and by code signing tools produced by the vendors who sell tools for writing downloadable code.

The link32, when activated, causes the clerk20to be connected, via the network18, to the CSR22in the IM/chat24session. The link32is, conceptually, and visually if desired, a “button” that the clerk20at the receiver16presses to employ an IM/chat24session. Of course, in some manner the clerk20would have to take an action in order to either load the client software34and run it, or simply run it assuming it was already loaded. Such a “lazy load” may be appropriate, since there is no point in incurring the downloading of the client software34every time a statement14is opened, particularly since it may not be needed a large percentage of the time. Alternately, depending on implementation, the clerk20need not press anything. Merely typing a message into a window that is already visible as a result of loading and running the client software34is also an option.

In general, the link32will initiate the IM/chat24session. However, the nature of the link32can also be to use an already opened IM/chat24window. That is, the link32may not, always have to explicitly open or activate the software for the IM/chat24this could already be running and available dust potentially not used).

In either case, once the clerk20indicates a desire to engage in the IM/chat24session, an instant messaging window becomes active on their screen (perhaps in the same browser window as the statement14, perhaps in a new one) and the clerk20can begin typing. On the provider12side, routing software36is present that not only connects to an available (and perhaps “specialized” CSR22), but then automatically opens a window on a device at that CSR22so that a dialog is initiated as if the clerk20had initiated a conversation with precisely that CSR22. Depending on the level of sophistication desired, and as a straightforward matter of implementation, the routing software36can optimize which CSR22gets engaged in particular IM/chat24sessions. For example, without limitation, such optimization can be based on the identity of the receiver16, characteristics of or about the clerk20(e.g., native language), the subject of the statement14, a sub-topic within the statement14(e.g., if many links32are provided in the statement14), the availabilities and expertise of a particular CSR22, etc.

The nature of the IM/chat24sessions can also be optimized, depending on the sophistication desired and the implementation complexity. For example, the inventor contemplates that it will be popular in many embodiments of the IEDS10to include context meta-data, such as a copy of the very statement14which a clerk20is viewing. Based on experience with conventional, paper statements many experts feel that that this is the only way efficient communication can be guaranteed. “Back end” systems are regarded as not reliable enough to store read-only, non-mutable, exact copies of what is sent out. The inventive IEDS10, however, is not limited to any particular approach here, and different embodiments can support variations as a matter of design or as user configurable options.

Only one link32is depicted inFIG. 1but, as noted above, this is not a limitation and additional links32can be provided in the same statement14. Say, to contact respective CSRs22in different departments or at different locations within the provider12. For example, the provider12might be a large law firm and the receiver16might be an automobile manufacturer purchasing various legal services from offices of the provider12located in different cities. The statement14might then be a monthly invoice for those services. The provider12and the receiver16in such a scenario will typically have centralized accounting departments, lets say in Dallas and Detroit, respectively. If our hypothetical clerk20in Detroit needs to clarify a matter for a number for services performed by the provider's Los Angeles office, and to protest a duplicate charge in the same invoice by the provider's Denver office, the statement14can include respective links32to reach appropriate CSRs22in Dallas, Los Angeles, Denver, etc.

As another example, let us say our same automotive industry receiver16purchases seat-belts from a provider12with only one site, but with many departments within that single facility. The statement14here might be an invoice that is also supposed to include lab reports certifying that the product units meet department of transportation (DOT) standards. Let us now say that the clerk20has to follow up on whether specific units being invoiced for have actually shipped, as well as follow up regarding omitted lab report data for some other units. It follows that the use of different links32here can facilitate reaching appropriate quality control and shipping related CSRs22.

FIG. 2is a flow chart depicting a process100by which the inventive IEDS10may operate. The process100has steps occurring at the provider12, and thus shown in a provider/vendor region102. The process100also has steps occurring at the receiver16, and thus shown in a receiver/customer region104.

The process100starts in a step106, where conventional, optional set-up and initiation operations may occur. In a step108the statement14is prepared and in a step110it is sent to the receiver16.

In a step112the receiver16receives the statement14and the tag30initiates a request for a copy of the client software34. In a step114a copy of the client software34is retrieved from a storage11S and sent to the receiver16. Both step114and the storage115are shown here as being within the provider/vendor region102but, as previously discussed, that is not a requirement. Either or b of these may be elsewhere.

In a step16the receiver16receives and installs the client software34. In a step118the clerk20either activates the link32, or not. If the clerk20does not activate the link32, say, because they have no issues with the statement14as received, in a step120other, conventional processing can occur and in a step122the process is complete. Conventional, optional wind-down and termination operations may occur in step122.

Alternately, if the clerk20does activate the link32, in a step124the IM/chat24session between the receiver16and the provider12takes place. Then, in a step126other, conventional processing can occur and in step122the process is also complete.

FIG. 3is a schematic block diagram providing an overview of a complex embodiment according to the inventive IEDS10. Here the provider12has three locations: a 1st location38a,2nd location38b, and 3rd location38c. The 1 st location38aincludes three provider systems40, with two (marked “accounting” and “quality assurance” for example purposes) used by the provider12to construct and send the statements14, and the other including a storage (marked “client copy”) for serving the client software34. The 2nd location38band 3rd location38chere have two CSRs22each. The routing software36may, for instance, direct IM/chat24sessions to the 2nd location38bor the 3rd location38cbased on business hours. However, as discussed previously, many different criteria can be used by the routing software36, if it is present and if it is used.

Despite its complexity, however, the embodiment of the IEDS10inFIG. 3is merely a sophisticated extension of the underlying principles of the embodiment of the IEDS10in FIG.1. The provider system40marked “accounting” can create billing statements14that are directed to the clerks20marked “accounting.” The provider system40marked “quality assurance” can create lab report statements14that are directed to the clerk20marked “quality control.” The clerk20marked “quality control” can forward a lab report statement14to the clerk20marked “shipping,” and that clerk20can directly follow up with an IM/chat24session with a CSR22if desired. The clerks20can activate the links32to reach the CSRs22in whatever manner the IEDS10is configured. For instance, the CSR22marked “CSR1” can be “hard linked” so that it is communicated with only when a link32specifically requests it. The other CSRs22(marked “CSR2,” “CSR3,” and “CSR4”) can then be “soft linked” under control of the routing software36. Thus, when the CSR22marked “CSR2” is busy and the clerk20marked “accounting2” activates a link32, the routing software36can automatically direct the ensuing IM/chat24to either of the CSRs22marked “CSR3” or “CSR4.” Furthermore, the CSR22marked “CSR4,” might not even be a human service representative. It might be an automated system, with the routing software36programmatically connecting a clerk20to it only when the other CSRs22are all busy.

While various embodiments have been described above it should be understood that they have been presented by way of example only, and not limitation. Thus, the breadth and scope of the invention should not be limited by any of the above described exemplary embodiments, but should be defined only in accordance with the following claims and their equivalents.

INDUSTRIAL APPLICABILITY

The present IEDS10is well suited for application to communicate statements14and then interactively communicate about such statements14. As has been discussed herein with regard to the inventor's best mode and preferred embodiments, the inventive IEDS10meets its objectives and provides numerous advantages.

The IEDS10fulfills the current need for providers12to provide the statements14to receivers16, and for the receivers16to then communicate back or “follow up” with the providers12. In doing this, however, the invention may be largely implemented within and generally employ conventional mechanisms, such as existing computer systems, e-mail, instant messaging or chat, networks such as the Internet, and the design and support skills that already exist for such mechanisms. It then follows from this, that the invention is also highly economical.

For the above, and other, reasons, it is expected that the IEDS1OIEDS10of the present invention will have widespread industrial applicability. Therefore, it is expected that the commercial utility of the present invention will be extensive and long lasting.