# Patent

## Title
System and method to provide a response to an inquiry

## Abstract

Disclosed are systems and methods to provide a response to an inquiry. The systems and methods provide techniques to receive an inquiry from a party, wherein the inquiry comprises a plurality of inquiry classifiers that are provided by the party, determine a party status, translate the plurality of inquiry classifiers and the party status into a skill set, route the inquiry to a primary representative based on the skill set, and provide a inquiry response to the party.

## Background
CROSS REFERENCE TO RELATED APPLICATIONS
This application is a continuation of U.S. patent application Ser. No. 14/154,985, filed Jan. 14, 2014, now U.S. Pat. No. 9,036,810, which is a continuation of U.S. patent application Ser. No. 11/734,486, filed Apr. 12, 2007, now U.S. Pat. No. 8,630,402. The disclosure of each application is incorporated herein by reference in its entirety and made a part hereof.


FIELD OF THE DISCLOSURE
Various embodiments of the disclosure pertain to a system and method to receive an inquiry from a party, wherein the inquiry comprises a plurality of inquiry classifiers that are provided by the party, determine a party status, translate the plurality of inquiry classifiers and the party status into a skill set, route the inquiry to a primary representative based on the skill set, and provide a inquiry response to the party.
BACKGROUND
Providing a response to an inquiry is well-known and readily appreciated by those of skill in the art. Typically, a customer may have questions about a good or service provided by a provider, and that customer may submit an inquiry to the provider. For example, the provider may provide a form on a website for the customer to submit the inquiry, and that form may ask for a general subject and a brief description of the inquiry. The inquiry is then sent to a representative of the provider, and the representative provides the customer with a response to the inquiry.
However, when the provider provides multiple lines of business including many different goods and/or services, such conventional systems and methods for providing a response to an inquiry raise a number of issues. Typically, the different lines of business use different processes and applications for responding to the customer inquiries, resulting in an appearance to the customer that the provider is a plurality of independent businesses rather than one entity including a plurality of business lines that provide multiple goods and/or services. A multiple-business-line provider may require that the customer submit their inquiry by classifying their question as a general subject and including a description of the subject matter of the question. The inquiry is then sent to a database with all other inquiries from other customers. A plurality of representatives then choose inquiries from the database, typically based on their knowledge of the general subject that the customer classified the inquiry. However, the customer may incorrectly classify the general subject of the question, resulting in the representative not being able to provide a response that satisfies the customer, or the representative may not have the proper knowledge of the general subject of the inquiry to provide a response that satisfies the customer. Furthermore, the inquiry may include multiple inquiries that run across different lines of businesses of the provider, and the representative may not have the proper knowledge to provide a response to all the different inquiries such that the customer is satisfied with the response. Conventional solutions to these problems include manually reviewing and routing inquiries to ensure that they reach representatives with the proper knowledge to provide a response that satisfies the customer. Such solutions are time intensive and result in longer response times. Other solutions include using artificial intelligence programs that search the description of the subject matter of the question provided by the customer and classify the inquiry based on that terms found in that search. Such solutions are prone to errors in classification.
Accordingly, it would be desirable to provide an improved system and method to provide a response to an inquiry.
SUMMARY
Various embodiments of the present disclosure are directed to systems and methods to provide a response to an inquiry. The systems and methods provide techniques to receive an inquiry from a party, wherein the inquiry comprises a plurality of inquiry classifiers that are provided by the party, determine a party status, translate the plurality of inquiry classifiers and the party status into a skill set, route the inquiry to a primary representative based on the skill set, and provide a inquiry response to the party.



BRIEF DESCRIPTION OF THE DRAWINGS
FIG. 1a is a schematic view illustrating an embodiment of a system to provide a response to an inquiry.
FIG. 1b is a schematic view illustrating an embodiment of an information handling system used with the system to provide a response to an inquiry of FIG. 1a. 
FIG. 1c is a schematic view illustrating an embodiment of a provider used in the system to provide a response to an inquiry of FIG. 1a. 
FIG. 2a is a flow chart illustrating an embodiment of a method to provide a response to an inquiry.
FIG. 2b is a screen shot illustrating an embodiment of a product and/or services website used in the method of FIG. 2a. 
FIG. 2c is a screen shot illustrating an embodiment of a credit card website used in the method of FIG. 2a. 
FIG. 2d is a screen shot illustrating an embodiment of an inquiry form website used in the method of FIG. 2a. 
FIG. 2e is a screen shot illustrating an embodiment of a representative skill set website used in the method of FIG. 2a. 
FIG. 2f is a screen shot illustrating an embodiment of a representative worklist website used in the method of FIG. 2a. 



DETAILED DESCRIPTION
Referring now to FIG. 1a, in one embodiment, a system to provide a response to an inquiry 100 is illustrated. The system 100 includes a computer network 105 such as, for example, a Transport Control Protocol/Internet Protocol (TCP/IP) network (e.g., the internet or an intranet). A provider 110 is operably coupled to the network 105. A plurality of parties 115, 120 and 125 are also operably coupled to the network 105 in order to allow communication between the parties 115, 120 and 125 and the provider 110. In an embodiment, the provider 110 includes any entity providing products and/or services. In an embodiment, the provider 110 may include a plurality of business lines such as, for example, banking, insurance, financial services, loan providing, and/or a variety of other services known in the art, and the provider 110 may offer a plurality of products and/or services in each business line. In an embodiment, the provider 110 includes a membership organization which provides a plurality of services for its members such as, for example, banking, insurance, financial services, loan providing, and/or a variety of other services known in the art, wherein the members include parties 115, 120 and 125. In an embodiment, the provider 110 is a third party to a party and a provider where the provider is attempting to provide products and/or services to the party. In an embodiment, the parties 115, 120 and 125 may be, for example, a person interested in a product or service offered by a provider.
Each of the provider 110 and the parties 115, 120 and 125 includes a respective network interface for communicating with the network 105 (e.g., outputting information to, and receiving information from, the network 105), such as by transferring information (e.g., instructions, data, signals) between such parties and the network 105. Accordingly, through the network 105, the provider 110 communicates with the parties 115, 120 and 125, and the parties 115, 120 and 125 communicate with the provider 110.
For clarity, FIG. 1a depicts only one provider 110. However, the system 100 may include a plurality of providers. Likewise, for clarity, FIG. 1a depicts only three parties 115, 120 and 125. However, the system 100 may include a plurality of parties. In the discussion below, the party 115 is a representative one of the parties 115, 120 and 125.
Each of the provider 110 and the parties 115, 120 and 125 includes a respective information handling system (IHS), a subsystem, or a part of a subsystem for executing processes and performing operations (e.g., processing or communicating information) in response thereto, as discussed further below. Each such IHS is formed by various electronic circuitry components. Moreover, as illustrated in FIG. 1a, all such IHSs are coupled to each other. Accordingly, the provider 110 and the parties 115, 120 and 125 operate within the network 105.
An IHS is an electronic device capable of processing, executing or otherwise handling information. Examples of an IHS include a server computer, a personal computer (e.g., a desktop computer or a portable computer such as, for example, a laptop computer), or a handheld computer. Examples of an IHS also include a router, a switch and other devices coupled to a network (e.g., the network 105).
Referring now to FIG. 1b, an IHS 130 which is representative of one of the IHSs described above, is illustrated. The IHS 130 may include any or all of the following: (a) a processor 130a for executing and otherwise processing instructions, (b) a plurality of input devices 130b, which are operably coupled to the processor 130a, for inputting information, (c) a display device 130c (e.g., a conventional electronic cathode ray tub (CRT) device or a conventional liquid crystal display (LCD)), which is operably coupled to the processor 130a, for displaying information, (d) a print device 130d (e.g. a conventional electronic printer or plotter), which is operably coupled to the processor 130a, for printing visual images (e.g., textual or graphic information on paper), scanning visual images, and/or faxing visual images, (e) a computer-readable medium 130e, which is operably coupled to the processor 130a, for storing information, as discussed further below, and (f) various other electronic circuitry for performing other operations of the IHS 130 known in the art.
For example, the IHS 130 includes (a) a network interface (e.g., circuitry) for communicating between the processor 130a and the network 105 and (b) a memory device (e.g., random access memory (RAM) device or read only memory (ROM) device for storing information (e.g., instructions executed by processor 130a and data operated upon by processor 130a in response to such instructions)). Accordingly the processor 130a is operably coupled to the network 105, the input devices 130b, the display device 130c, the print device 130d, and the computer-readable medium 130e, as illustrated in FIG. 1b. 
For example, in response to signals from the processor 130a, the display device 130c displays visual images. Information may be input to the processor 130a from the input devices 130b, and the processor 130a may receive such information from the input devices 130b. Also, in response to signals from the processor 130a, the print device 130d may print visual images on paper, scan visual images, and/or fax visual images.
The input devices include a variety of input devices known in the art such as, for example, a conventional electronic keyboard and a pointing device such as, for example, a conventional electronic “mouse”, rollerball, or light pen. The keyboard may be operated to input alphanumeric text information to the processor 130a, and the processor 130a may receive such alphanumeric text information from the keyboard. The pointing device may be operated to input cursor-control information to the processor 130a, and the processor 130a may receive such cursor control information from the pointing device.
The computer-readable medium 130e and the processor 130a are structurally and functionally interrelated with one another as described below in further detail. Each IHS of the illustrative embodiment is structurally and functionally interrelated with a respective computer-readable medium, similar to the manner in which the processor 130a is structurally and functionally interrelated with the computer-readable medium 130e. In that regard, the computer-readable medium 130e is a representative one of such computer-readable media including, for example, but not limited to, a hard disk drive.
The computer-readable medium 130e stores (e.g., encodes, records, or embodies) functional descriptive material (e.g., including but not limited to software (also referred to as computer programs or applications) or data structures). Such functional descriptive material imparts functionality when encoded on the computer-readable medium 130e. Also, such functional descriptive material is structurally and functionally interrelated to the computer-readable medium 130e. 
With such functional descriptive material, data structures define structural and functional interrelationships between such data structures and the computer-readable medium 130e (and other aspects of the system 100). Such interrelationships permit the data structures' functionality to be realized. Also, within such functional descriptive material, computer programs define structural and functional interrelationships between such computer programs and the computer-readable medium 130e (and other aspects of the system 100). Such interrelationships permit the computer programs' functionality to be realized.
For example, the processor 130a reads (e.g., accesses or copies) such functional descriptive material from the computer-readable medium 130e onto the memory device of the IHS 130, and the IHS 130 (more particularly, the processor 130a) performs its operations (as described elsewhere herein) in response to such material which is stored in the memory device of the IHS 130. More particularly, the processor 130a performs the operation of processing a computer application (that is stored, encoded, recorded, or embodied on a computer-readable medium) for causing the processor 130a to perform additional operations (as described elsewhere herein). Accordingly, such functional descriptive material exhibits a functional interrelationship with the way in which processor 130a executes its processes and performs its operations.
Further, the computer-readable medium 130e is an apparatus from which the computer application is accessible by the processor 130a, and the computer application is processable by the processor 130a for causing the processor 130a to perform such additional operations. In addition to reading such functional descriptive material from the computer-readable medium 130e, the processor 130a is capable of reading such functional descriptive material from (or through) the network 105 which is also a computer-readable medium (or apparatus). Moreover, the memory device of the IHS 130 is itself a computer-readable medium (or apparatus).
Referring now to FIGS. 1a, 1b and 1c, the provider 110 is illustrated in more detail. A communication engine 110a which may be, for example, software stored on the computer-readable medium 130e in the IHS 130, is included in the provider 110 and is operably coupled to the network 105, described above with reference to FIG. 1a, and to a party database 110b. A translating engine 110c which may be, for example, software stored on the computer-readable medium 130e in the IHS 130 or a representative of the provider 110, is included in the provider 110 and is operably coupled to the communication engine 110a, the network 105, described above with reference to FIG. 1a, and a translating database 110d. A routing engine 110e which may be, for example, software stored on the computer-readable medium 130e in the IHS 130 or a representative of the provider 110, is included in the provider 110 and is operably coupled to the customer communication engine 110a, the network 105, described above with reference to FIG. 1a, the translating engine 110c, and a representative database 110f. A metrics engine 110g which may be, for example, software stored on the computer-readable medium 130e in the IHS 130 or a representative of the provider 110, is included in the provider 110 and is operably coupled to the customer communication engine 110a, the network 105, described above with reference to FIG. 1a, and a metrics database 110h. In an embodiment, the party database 110b, the translating database 110d, the representative database 110f, and/or the metrics database 110h are conventional databases known in the art. In an embodiment, the party database 110b, the translating database 110d, the representative database 110f, and/or the metrics database 110h may be located outside the provider 110 and still operably coupled to the provider 110 and the communication engine 110a through, for example, the network 105, described above with reference to FIG. 1a. In an embodiment, the party database 110b, the translating database 110d, the representative database 110f, and/or the metrics database 110h include a plurality of databases. In an embodiment, the provider 110 is a membership organization and the party database 110b includes a variety of previously collected information on members of the membership organization. In an embodiment, the party database 110b, the translating database 110d, the representative database 110f, and/or the metrics database 110h are publicly available databases. In an embodiment, the party database 110b, the translating database 110d, the representative database 110f, and/or the metrics database 110h are private databases which are available to be accessed by the provider 110.
Referring now to FIGS. 1a, 1b, 1c, 2a and 2b, a method 200 to provide a response to an inquiry is illustrated. The illustrated embodiment of the method 200 is described below as it may be applied to a website that transfers information over a network such as, for example, the network 105, described above with reference to FIG. 1a. However, the method 200 is not limited to websites and may be practiced using phone communication, fax communication, short message services or text messaging, face-to-face communication, and a variety of other communication techniques known in the art. Throughout the description of the method 200, embodiments will be briefly described that utilize these forms of communication that are alternatives to the websites used in the illustrated embodiment. The method 200 begins at step 202 where the provider 110 communicates with a party such as, for example, the party 115, described above with reference to FIG. 1a. In the illustrated embodiment, the provider 110 provides a products and/or services website 202a through the network 105. The products and/or services website 202a includes an insurance product and/or service 202aa, a banking product and/or service 202ab, an investment product and/or service 202ac, and a financial advice product and/or service 202ad. The insurance product and/or service 202aa includes a plurality of links such as, for example, an auto insurance link 202aaa, a home and property insurance link 202aab, a business insurance link 202aac, a life insurance link 202aad, and an annuities insurance link 202aae. The banking product and/or service 202ab includes a plurality of links such as, for example, an checking link 202aba, a savings link 202abb, a credit cards link 202abc, a loans link 202abd, a Certificate of Deposits (CDs) link 202abe, and a youth banking link 202abf. The investment product and/or service 202ac includes a plurality of links such as, for example, an mutual funds link 202aca, a brokerage link 202acb, a college savings link 202acc, a personal asset management link 202acd, an annuities link 202ace, and a Individual Retirement Accounts (IRAs) link 202acf. The financial advice product or service 202ad includes a learn more link 202ada. In an embodiment, the provider 110 provides a plurality products and/or services websites that are substantially similar to the products and/or services website 202a but which each contain products and/or services relating to different business lines of the provider 110. In an alternative embodiment, the provider 110 may provide information about products and/or services in a newspaper, on a billboard, in a television ad, or in a variety of other locations using a variety of other methods known in the art.
Referring now to FIGS. 1a, 1b, 1c, 2a, 2b and 2c, the method 200 then proceeds to step 204 where the party 115 desires more information. While viewing the products and/or service website 202a in step 202 of the method 200, the party 115 may desire more information on a first subject such as, for example, credit cards. The party 115 may then use the credit card link 202abc under the banking products and/or services 202ab to access a credit cards information website 204a. Upon the selection of the credit card link 202abc by the party 115, the communication engine 110a provides the party 115 with the credit cards website 204a. The credit card website 204a includes a plurality of information 204aa about credit cards offered by the provider. The credit card website 204a may also include an application section 204ab having a join link 204aba such that the party 115 may apply for a credit card 204ac by selecting the join link 204aba. The credit card website 204a also includes a contact a representative link 204ac. 
Referring now to FIGS. 1a, 1b, 1c, 2a, 2c and 2d, the method 200 then proceeds to step 206 where the party 115 provides an inquiry. If the party 115 does not find the desired information on the first subject desired in step 204 of the method 200, the party 115 may use the contact a representative link 204ac to access a inquiry form website 206a. Upon the selection of the contact a representative link 204ac by the party 115, the communication engine 110a provides the party 115 with the inquiry form website 206a. The inquiry form website 206a includes a party identifying section 206aa having a party identification field 206aaa and a security field 206aab. The inquiry form website 206a also includes a inquiry classification section 206ab having a plurality of inquiry classifier fields 206aba, 206abb and 206abc. The inquiry form website 206a also includes a inquiry narrative section 206ac and a submit link 206ad. In an embodiment, the provider 110 may be a membership organization, the party 115 may be a member of the membership organization, and the party 115 may provide a party identifier in the party identification field 206aaa such as, for example, a member number provided by provider 110, and a security password in the security field 206aab such as, for example, any combination of characters that the provider 110 has associated with the party 115 and provided to the party 115. In an alternative embodiment, the party 115 may not be a member of the membership organization, and the party identification field 206aaa and the security field 206aab in the party identifying section 206aa may be left blank. The party 115 then provides an inquiry classifier in each of the inquiry classifier fields 206aba, 206abb and 206abc of the inquiry classification section 206ab. In an embodiment, each of the plurality of inquiry classifier fields 206aba, 206abb and 206abc are drop-down menus. In an embodiment, a first inquiry classifier may be selected from the drop down menu in the inquiry classifier field 206aba and the selection of that first inquiry classifier dictates the availability of choices for a second inquiry classifier in the drop down menu in the inquiry classifier field 206abb, and the selection of the second inquiry classifier in the drop down menu in the inquiry classifier field 206abc dictates the availability of choices for a third inquiry classifier in the drop down menu in the inquiry classifier field 206abc. The party 115 also provides a brief description or narrative of the inquiry in the inquiry narrative section 206ac. The party 115 may then select the submit link 206ad to provide the inquiry to the provider 110. In an embodiment, a plurality of parties such as, for example, the parties 115, 120 and 125 may provide a plurality of inquiries to the provider 110 regarding a plurality of different subjects in substantially the same manner as described above. In an embodiment, the inquiry may be for the first subject and a second subject relating to any of the products and/or services offered by the provider 110 in the plurality of business lines of the provider 110. In an alternative embodiment, the party 115 may see the product and/or service information, for example, in a newspaper, on a billboard, in a television ad, or in a variety of other locations using a variety of other methods known in the art, and may access the inquiry form using a variety of different methods such as, for example, calling a phone number or sending a text message. In the case of calling a phone number to access the inquiry form, the party 115 may be connected to a representative through phone communication and the representative may prompt the party 115 for the inquiry classifiers and/or the party status information. In the case of sending a text message to access the inquiry form, the party 115 may use a short message service (SMS) to provide the inquiry classifiers and/or the party status information to the representative of the provider 110.
Referring now to FIGS. 1a, 1b, 1c, 2a and 2d, the method 200 then proceeds to step 208 where the inquiry is translated. The communication engine 110a takes the party identifier provided in the party identification field 206aaa and the security password provided in the security field 206aab, and accesses the party database 110b to retrieve a party status of the party 115. In an embodiment, the party database 110b includes previously collected information on the party 115 and the party status may be, for example, military rank, employment status, job title, or a variety of other party status known in the art and listed below with reference to the charts describing step 208 of the method 200. In an embodiment, the party status includes any attribute of the party 115 that is used to classify the inquiry from the party 115. The translating engine 110c then accesses the translating database 110d and may use the party status and the inquiry classifiers provided in the inquiry classifier fields 206aba, 206abb and 206abc to translate the inquiry into a skill set. In an embodiment, the translating engine 110c may use information from the communication engine 110a such as, for example, the content of the website that the party 115 was on before the party 115 accessed the inquiry form website 206a. In an embodiment, the translating engine 110c may include an artificial intelligence engine that is operable to access the narrative provided in the inquiry narrative section 206ac on the inquiry form website 206a and determine a first or second subject that the party 115 desires information on. In an embodiment, different combinations of the first inquiry classifier 208a, second inquiry classifier 208b, third inquiry classifier 208c, and party status 208d translate into a skill set 208e. For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Banking”, including the available second inquiry classifiers 208b when “Banking” is selected as the first inquiry classifier and the available third inquiry classifiers for the selected second inquiry classifiers. Furthermore, the chart below illustrates that the party status 208d may or may not help determine the skill set 208e:














1st Inquiry 
2nd Inquiry
3rd Inquiry




Classifier
Classifier
Classifier
Party 



208a
208b
208c
Status 208d
Skill Set 208e







Banking
ANY
ANY
Bank Executive
Bank Executive Complaint





Complaint



Banking
ANY
ANY
Employee
Employee Submitted Bank






Inquiries


Banking
ANY
ANY
Select
Bank Select


Banking
Auto,
Automatic Payment 

Bank Automatic Payment



Recreational, and 
Update

Update



Personal Loans





Banking
Auto,
Negotiation

Bank Negotiation Services



Recreational, and 
Services





Personal Loans





Banking
Auto,
Other

Bank Auto, Recreational,



Recreational, and


and Personal Loans Other



Personal Loans





Banking
Auto,
Payment

Bank Payment Information



Recreational, and 
Information





Personal Loans





Banking
Auto,
Payoff Quote/Loan

Bank Payoff Quote/Loan



Recreational, and 
Balance

Balance



Personal Loans





Banking
Auto,
Status of Application

Bank Status of Application



Recreational, and 






Personal Banking





Banking
CDs/IRAs
Account Activity

Bank CDs/IRAsAccount






Activity


Banking
CDs/IRAs
Interest

Bank CDs/IRAsInterest


Banking
CDs/IRAs
Renewal

Bank CDs/IRAsRenewal


Banking
CDs/IRAs
Rollover

Bank CDs/IRAsRollover


Banking
Checking & Savings
ATM/Debit Card

Bank ATM/Debit Card


Banking
Checking & Savings
Account

Bank Account




Activity/History

Activity/History


Banking
Checking & Savings
Check Orders/

Bank Check Orders/




Deposit Slips

Deposit Slips


Banking
Checking & Savings
Funds Transfer

Bank Funds Transfer


Banking
Checking & Savings
Other

Bank Checking & Savings






Other


Banking
Checking & Savings
Signature Cards

Bank Signature Cards


Banking
Checking & Savings
Statements

Bank Statements


Banking
Credit Cards
Add Cardholder

Bank Add Cardholder


Banking
Credit Cards
Annual Percentage

Bank Annual Percentage




Rate (APR)

Rate (APR)


Banking
Credit Cards
Balance Inquiry

Bank Balance Inquiry


Banking
Credit Cards
CC Disputes

Bank CC Disputes


Banking
Credit Cards
CC/Debit Fraud

Bank CC/Debit Fraud


Banking
Credit Cards
Credit Limit Inquiry

Bank Credit Limit Inquiry


Banking
Credit Cards
Debit Card Disputes

Bank Debit Card Disputes


Banking
Credit Cards
Other

Bank Credit Cards Other


Banking
Credit Cards
Payment Inquiry

Bank Payment Inquiry


Banking
Home Equity Loans
About Home Equity

Bank About Home Equity




Loans

Loans


Banking
Home Equity Loans
Convenience

Bank Convenience Check




Check Request

Request


Banking
Home Equity Loans
Increase Credit

Bank Increase Credit Limit




Limit




Banking
Home Equity Loans
Other

Bank Home Equity Loans






Other


Banking
Home Equity Loans
Status of

Bank Status of Application




Application




Banking
Mortgages/Movers
Mortgage

Bank Mortgages



Advantage





Banking
Mortgages/Movers
Movers Advantage

Bank Movers Advantage



Advantage





Banking
Mortgages/Movers
Other

Bank Mortgages/Movers



Advantage


Advantage Other


Banking
Other
N/A

Bank Other


Banking
Web Bill Pay
Non Payment

Bank Web BillPay non-




Inquiry

Payment Inquiry


Banking
Web Bill Pay
Other

Bank Web BillPay Other


Banking
Web Bill Pay
Payment Inquiry

Bank Web BillPay






Payment Inquiry









For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Enterprise”. The chart below illustrates that the party status 208d is the only factor to determine the skill set 208e for a first inquiry classifier 208a of “Enterprise”:















1st Inquiry
2nd Inquiry
3rd Inquiry




Classifier
Classifier
Classifier
Party 
Skill


208a
208b
208c
Status 208d
Set 208e







Enterprise
ANY
ANY
Enterprise
Enterprise Executive





Executive
Complaint





Complaint



Enterprise
ANY
ANY
Enterprise
Enterprise Select





Select









For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Financial Guidance” including the available second inquiry classifiers 208b when “Financial Guidance” is selected as the first inquiry classifier and the available third inquiry classifiers for the selected second inquiry classifiers. Furthermore, the chart below illustrates that the party status 208d may not help determine the skill set 208e:















1st Inquiry 
2nd Inquiry
3rd Inquiry
Party 



Classifier
Classifier
Classifier
Status 



208a
208b
208c
208d
Skill Set 208e







Financial Guidance
Buying A Car
Get an Auto Loan

Financial Guidance Buying






A CarGet an Auto Loan


Financial Guidance
Buying A Car
Negotiate Vehicle

Financial Guidance Buying




Price

A Car Negotiate Vehicle






Price


Financial Guidance
Buying A Car
Request an Auto

Financial Guidance Buying




Insurance Quote

A CarRequest an Auto






Insurance Quote


Financial Guidance
Change In
Getting Divorced

Financial Guidance



Marital Status


Change In Marital Status


Financial Guidance
Change In
Getting Married

Financial Guidance



Marital Status


Change In Marital Status


Financial Guidance
Changing Jobs 
Military Retirement

Financial Guidance






Changing Jobs


Financial Guidance
Changing Jobs 
Review Your Cash

Financial Guidance




Flow and Budget

Changing Jobs


Financial Guidance
Changing Jobs 
Review Your Life

Financial Guidance




Insurance

Review Your Life






Insurance


Financial Guidance
Changing Jobs
Review Your

Financial Guidance




Retirement Needs

Changing Jobs


Financial Guidance
Deployment
Review Your

Financial Guidance




Finances

Deployment Review Your






Finances


Financial Guidance
Deployment
Review Your Life

Financial Guidance




Insurance

Review Your Life






Insurance


Financial Guidance
Deployment
Update Your Auto

Financial Guidance




Insurance

Deployment Update Your






Auto Insurance


Financial Guidance
Free Financial
N/A

Financial Guidance Free



Advice


Financial Advice


Financial Guidance
Having a Baby
Questions about

Financial Guidance



and Parenting
College Savings

Questions about College




Plans

Savings Plans


Financial Guidance
Having a Baby
Review Your Life

Financial Guidance



and Parenting
Insurance

Review Your Life






Insurance


Financial Guidance
Moving
Buy or Sell Your

Financial Guidance Moving




Home

Buy or Sell Your Home


Financial Guidance
Moving
Get a Home

Financial Guidance Moving




Insurance Quote

Get a Home Insurance






Quote


Financial Guidance
Moving
Get a Home Loan

Financial Guidance Moving






Get a Home Loan


Financial Guidance
Moving
Get a Real Estate

Financial Guidance Moving




Agent

Get a Real Estate Agent


Financial Guidance
Other Financial
Other

Financial Guidance Other



Advice


Financial Advice


Financial Guidance
Personalized
Already Enrolled

Financial Guidance



Financial Plans


Personalized Financial






Plans Already Enrolled


Financial Guidance
Personalized
Looking For

Financial Guidance



Financial Plans
Information

Personalized Financial






Plans Looking For






Information


Financial Guidance
Retirement
Already Saving

Financial Guidance






Retirement Already Saving


Financial Guidance
Retirement
Considering Long

Financial Guidance




Term Care

Retirement Considering




Insurance

Long Term Care Insurance


Financial Guidance
Retirement
Just Starting Out

Financial Guidance






Retirement Just Starting






Out


Financial Guidance
Retirement
Military Retirement

Financial Guidance






Retirement Military






Retirement


Financial Guidance
Retirement
Retired

Financial Guidance






Retirement Retired


Financial Guidance
Survivorship 
Receiving an

Financial Guidance




Inheritance

Survivorship


Financial Guidance
Survivorship 
Review Life

Financial Guidance




Insurance

Survivorship









For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Investments” including the available second inquiry classifiers 208b when “Investments” is selected as the first inquiry classifier and the available third inquiry classifiers for the selected second inquiry classifiers. Furthermore, the chart below illustrates that the party status 208d may or may not help determine the skill set 208e:















1st Inquiry
2nd Inquiry
3rd Inquiry




Classifier
Classifier
Classifier
Party 



208a
208b
208c
Status 208d
Skill Set 208e







Investments
ANY
ANY
Employee
Employee Submitted






IMCO Inquiries


Investments
ANY
ANY
IMCO
IMCO Executive





Executive
Complaint





Complaint



Investments
ANY
ANY
Select
IMCO Select


Investments
Annuities
Cancellation

LifeCo Annuities






Cancellation


Investments
Annuities
Information about a

LifeCo Annuities




New Contract

Information about a New






Contract


Investments
Annuities
Other

LifeCo Annuities Other


Investments
Annuities
Service to your

LifeCo Annuities Service




Existing Contract

to your Existing Contract


Investments
Brokerage Services
Existing Account

IMCO Brokerage Services




Questions/Servicing

Existing Account






Questions/Servicing


Investments
Brokerage Services
Non-USAA Mutual

IMCO Brokerage Services




Funds

Non-USAA Mutual Funds


Investments
Brokerage Services
Open an

IMCO Brokerage Services




Account/Request

Open an




Information

Account/Request






Information


Investments
Brokerage Services
Other

IMCO Brokerage Services






Other


Investments
Brokerage Services
Scheduled Transfers

IMCO Brokerage Services






Scheduled Transfers


Investments
Brokerage Services
Stock/Trading

IMCO Brokerage Services




Questions

Stock/Trading Questions


Investments
Brokerage Services
Transfer Funds

IMCO Brokerage Services






Transfer Funds


Investments
Brokerage Services
Web Site

IMCO Brokerage Services




Questions/Comments

Web Site






Questions/Comments


Investments
College Savings
Existing Account

IMCO College Savings




Questions/Servicing

Existing Account






Questions/Servicing


Investments
College Savings
Incoming Transfer

IMCO College Savings






Incoming Transfer


Investments
College Savings
Open an

IMCO College Savings




Account/Request

Open an




Information

Account/Request






Information


Investments
College Savings
Other

IMCO College Savings






Other


Investments
College Savings
Questions About

IMCO College Savings




College Savings

Questions About College




Plans

Savings Plans


Investments
College Savings
Sell

IMCO College Savings




Shares/Outbound

Sell Shares/Outbound




Transfer

Transfer


Investments
College Savings
Web Site

IMCO College Savings




Questions/Comments

Web Site






Questions/Comments


Investments
IRAs
Convert to Roth IRA

IMCO IRAs Convert to






Roth IRA


Investments
IRAs
Existing Account

IMCO IRAs Existing




Questions/Servicing

Account






Questions/Servicing


Investments
IRAs
Incoming

IMCO IRAs Incoming




Transfer/Rollover

Transfer/Rollover


Investments
IRAs
Open an Account

IMCO IRAs Open an






Account


Investments
IRAs
Other

IMCO IRAs Other


Investments
IRAs
Questions About

IMCO IRAs Questions




IRAs

About IRAs


Investments
IRAs
Web Site

IMCO IRAs Web Site




Questions/Comments

Questions/Comments


Investments
IRAs
Withdrawal

IMCO IRAs Withdrawal




Funds/Outbound

Funds/Outbound




Transfers

Transfers


Investments
Mutual Funds
Automatic

IMCO Mutual Funds




Contributions

Automatic Contributions


Investments
Mutual Funds
Existing Account

IMCO Mutual Funds




Questions/Servicing

Existing Account






Questions/Servicing


Investments 
Mutual Funds
Mutual Fund

IMCO Mutual Funds




Questions/Comments

Mutual Fund






Questions/Comments


Investments
Mutual Funds
Open an

IMCO Mutual Funds




Account/Request

Open an




Information

Account/Request






Information


Investments 
Mutual Funds
Other

IMCO Mutual Funds






Other


Investments 
Mutual Funds
Transfer Funds

IMCO Mutual Funds






Transfer Funds


Investments 
Mutual Funds
Web Site

IMCO Mutual Funds Web




Questions/Comments

Site Questions/Comments


Investments
Other
N/A

IMCO Investments Other


Investments
Personalized
Other

IMCO Personalized Asset



Asset


Management Other



Management





Investments
Personalized
Questions For Your

IMCO Personalized Asset



Asset
Representative

Management Questions



Management


For Your Representative


Investments
Personalized
Request Product

IMCO Personalized Asset



Asset
Information

Management Request



Management


Product Information









For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Other” including the available second inquiry classifiers 208b when “Other” is selected as the first inquiry classifier. Furthermore, the chart below illustrates that the third inquiry classifier 208c and the party status 208d may not help determine the skill set 208e:















1st Inquiry
2nd Inquiry
3rd Inquiry
Party 



Classifier
Classifier
Classifier
Status



208a
208b
208c
208d
Skill Set 208e







Other
General
N/A

Enterprise General



Feedback


Feedback


Other
Other
N/A

Enterprise Other


Other
Update Personal
N/A

Enterprise Update



Information


Personal Information



(example:






Address change)





Other
usaa.com
N/A

Enterprise usaa.com



Website


Website Technical 



Technical


Support



Support









For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Shopping and Discounts” including the available second inquiry classifiers 208b when “Shopping and Discounts” is selected as the first inquiry classifier and the available third inquiry classifiers for the selected second inquiry classifiers. Furthermore, the chart below illustrates that the party status 208d may not help determine the skill set 208e:















1st Inquiry
2nd Inquiry
3rd Inquiry
Party



Classifier
Classifier
Classifier
Status



208a
208b
208c
208d
Skill Set 208e







Shopping & Discounts
Discount Services
ADT Home Security

ASC Discount Services




& Companion Svcs

ADT Home Security &






Companion Svcs


Shopping & Discounts
Discount Services
AHS American

ASC Discount Services




Home Shield

AHS American Home




Warranty

Shield Warranty


Shopping & Discounts
Discount Services
Car Rentals

ASC Discount Services






Car Rentals Avis


Shopping & Discounts
Discount Services
Car Rentals Budget

ASC Discount Services






Car Rentals Budget


Shopping & Discounts
Discount Services
Car Rentals Hertz

ASC Discount Services






Car Rentals Hertz


Shopping & Discounts
Discount Services
FedEx Express and

ASC Discount Services




Ground Delivery Svc

FedEx Express and






Ground Delivery Svc


Shopping & Discounts
Discount Services
Other

ASC Discount Services






Other


Shopping & Discounts
Online
Get Order Status

ASC Online Shopping/



Shopping/USAA


Catalog Orders Get Order



Catalog Orders


Status


Shopping & Discounts 
Online
Jewelry Appraisals

ASC Online Shopping/



Shopping/USAA


Catalog Orders Jewelry



Catalog Orders


Appraisals


Shopping & Discounts
Online
Order Flowers-

ASC Online Shopping/



Shopping/USAA
Teleflora

Catalog Orders Order



Catalog Orders 


Flowers- Teleflora


Shopping & Discounts
Online
Other

ASC Online Shopping/



Shopping/USAA


Catalog Orders Other



Catalog Orders





Shopping & Discounts
Online
Request Product

ASC Online Shopping/



Shopping/USAA
Information

Catalog Orders Request



Catalog Orders


Product Information


Shopping & Discounts
Online
Returns and

ASC Online Shopping/



Shopping/USAA
Exchanges

Catalog Orders Returns



Catalog Orders 


and Exchanges


Shopping & Discounts
Other
Other

ASC Shopping &






Discounts Other


Shopping & Discounts
Travel Services
Car Rentals

ASC Travel Services Car






Rentals Avis


Shopping & Discounts
Travel Services
Car Rentals Budget

ASC Travel Services Car






Rentals Budget


Shopping & Discounts
Travel Services
Car Rentals Hertz

ASC Travel Services Car






Rentals Hertz


Shopping & Discounts
Travel Services
Cruise Travel and

ASC Travel Services




Land Tours

Cruise Travel and Land






Tours


Shopping & Discounts
Travel Services
Get Travel

ASC Travel Services Get




Insurance

Travel Insurance


Shopping & Discounts
Travel Services
Other

ASC Travel Services Other









In an embodiment, different combination of the first inquiry classifier 208a, second inquiry classifier 208b, third inquiry classifier 208c, and party status 208d translate into a first translated level 208f, a second translated level 208g, and a skill set 208h. For example, the chart below illustrates a plurality of possibilities available for a first inquiry classifier 208a of “Insurance” including the available second inquiry classifiers 208b when “Insurance” is selected as the first inquiry classifier and the available third inquiry classifiers for the selected second inquiry classifiers. Furthermore, the chart below illustrates that the party status 208d may or may not help determine the a first translated level 208f, the second translated level 208g, and the skill set 208h:


















2nd


1st
2nd



1st Inquiry
Inquiry
3rd Inquiry
Party
Translated
Translated



Classifier
Classifier
Classifier
Status
Level
Level
Skill Set


208a
208b
208c
208d
208f
208g
208h







Insurance
Auto
Antique Auto
Employee
General
Auto
Auto






Agency

Employee


Insurance
Auto
Antique Auto
Select
General
Auto
Auto Select






Agency




Insurance
Auto
Antique Auto

General
Auto
Antique Auto






Agency




Insurance
Property
Boat
Employee
General
Property
Property






Agency

Employee


Insurance
Property
Boat
Select
General
Property
Property






Agency

Select


Insurance
Property
Boat

General
Property
Boat






Agency




Insurance
Property
Earthquake
Employee
General
Property
Property






Agency

Employee


Insurance
Property
Earthquake
Select
General
Property
Property






Agency

Select


Insurance
Property
Earthquake

General
Property
Earthquake






Agency




Insurance
Property
Flood
Employee
General
Property
Property






Agency

Employee


Insurance
Property
Flood
Select
General
Property
Property






Agency

Select


Insurance
Property
Flood

General
Property
Flood






Agency




Insurance
Auto
Antique Auto
Europe
International
Auto
Auto








International








Europe


Insurance
Auto
Antique Auto
non-
International
Auto
Auto





Europe


International








non-Europe


Insurance
Auto
Auto Sales
Europe
International
Auto
Auto








International








Europe


Insurance
Auto
Auto Sales
non-
International
Auto
Auto





Europe


International








non-Europe


Insurance
Auto
Billing
Europe
International
Auto
Auto








International








Europe


Insurance
Auto
Billing
non-
International
Auto
Auto





Europe


International








non-Europe


Insurance
Auto
Complex
Europe
International
Auto
Auto




Billing



International








Europe


Insurance
Auto
Billing
non-
International
Auto
Auto




Complex
Europe


International








non-Europe


Insurance
Auto
Other
Europe
International
Auto
Auto








International








Europe


Insurance
Auto
Other
non-
International
Auto
Auto





Europe


International








non-Europe


Insurance
Auto
Quote/Adjust
Europe
International
Auto
Auto




Existing



International




Policy



Europe


Insurance
Auto
Quote/Adjust
non-
International
Auto
Auto




Existing
Europe


International




Policy



non-Europe


Insurance
Property
Billing
Europe
International
Property
Property








International








Europe


Insurance
Property
Billing
non-
International
Property
Property





Europe


International








non-Europe


Insurance
Property
Boat
Europe
International
Property
Property








International








Europe


Insurance
Property
Boat
non-
International
Property
Property





Europe


International








non-Europe


Insurance
Property
Complex
Europe
International
Property
Property




Billing



International








Europe


Insurance
Property
Complex
non-
International
Property
Property




Billing
Europe


International








non-Europe


Insurance
Property
Earthquake
Europe
International
Property
Property








International








Europe


Insurance
Property
Earthquake
non-
International
Property
Property





Europe


International








non-Europe


Insurance
Property 
Flood
Europe
International
Property
Property








International








Europe


Insurance
Property
Flood
non-
International
Property
Property





Europe


International








non-Europe


Insurance
Property 
Other
Europe
International
Property
Property








International








Europe


Insurance
Property
Other
non-
International
Property
Property





Europe


International








non-Europe


Insurance
Property 
Quote/Adjust
Europe
International
Property
Property




an Existing



International




Policy



Europe


Insurance
Property 
Quote/Adjust
non-
International
Property
Property




an Existing
Europe


International




Policy



non-Europe


Insurance
Annuities
ANY
Complaint
Life Co.
Annuities
Life








Complaint


Insurance
Annuities
ANY
Employee
Life Co.
Annuities
Life Employee


Insurance
Annuities
ANY
Life
Life Co.
Annuities
Life Executive





Executive


Complaint





Complaint





Insurance
Annuities
ANY
Select
Life Co.
Annuities
Life Select


Insurance
Annuities
Cancellation

Life Co.
Annuities
Cancellation


Insurance
Annuities
Information

Life Co.
Annuities
Information




about a New



about a New




Contract



Contract


Insurance
Annuities
Other

Life Co.
Annuities
Other/Misc.


Insurance
Annuities
Service to

Life Co.
Annuities
Service to




your Existing



your Existing




Contract



Contract


Insurance
Life
ANY
Life
Life Co.
Insurance
Life Executive





Executive

Life
Complaint





Complaint





Insurance
Life
ANY
Complaint
Life Co.
Life
Life








Complaint


Insurance
Life
ANY
Employee
Life Co.
Life
Life Employee


Insurance
Life
ANY
Select
Life Co.
Life
Life Select


Insurance
Life
Cancellation

Life Co.
Life
Cancellation


Insurance
Life
Get A Quote

Life Co.
Life
Get A Quote


Insurance
Life
Other

Life Co.
Life
Other/Misc.


Insurance
Life
Report a

Life Co.
Life
Report a




Claim



Claim


Insurance
Life
Service to

Life Co.
Life
Service to




your Existing



your Existing




Policy



Policy


Insurance
Life
Service to

Life Co.
Life
Service to




your Pending



your Pending




Policy



Policy


Insurance
Medicare/
ANY
Complaint
Life Co.
Medicare/
Life



Long



Long
Complaint



Term



Term




Care



Care



Insurance
Medicare/
ANY
Employee
Life Co.
Medicare/
Life Employee



Long



Long




Term



Term




Care



Care



Insurance
Medicare/
ANY
Life
Life Co.
Medicare/
Life Executive



Long

Executive

Long
Complaint



Term

Complaint

Term




Care



Care



Insurance
Medicare/
ANY
Select
Life Co.
Medicare/
Life Select



Long



Long




Term



Term




Care



Care



Insurance
Medicare/ 
Claim Inquiry

Life Co.
Medicare/
Claim Inquiry



Long
for your


Long
for your



Term
Existing


Term
Existing



Care
Medicare


Care
Medicare




Supplement



Supplement




Policy



Policy


Insurance
Medicare/
Get A Quote

Life Co.
Medicare/ 
Get A Quote



Long
for Medicare


Long
for Medicare



Term
or Long Term


Term
or Long Term



Care
Care


Care
Care




Insurance



Insurance


Insurance
Medicare/
Other

Life Co.
Medicare/
Other/Misc.



Long



Long




Term



Term




Care



Care



Insurance
Medicare/ 
Service to

Life Co.
Medicare/
Service to



Long
your Existing


Long
your Existing



Term
Medicare


Term
Medicare



Care
Supplement


Care
Supplement




Policy



Policy


Insurance
Auto
Auto Sales
Prospective 
Member
Auto
Auto Sales






Acquisition 

Prospective


Insurance
Auto
Auto Sales
Prospective
Member
Auto
Auto Sales





Employee
Acquisition

Prospective








Employee


Insurance
Auto
Auto Sales
Prospective
Member
Auto
Auto Sales





International
Acquisition

Prospective








International


Insurance
Auto
Auto Sales
Prospective
Member
Auto
Auto Sales





New
Acquisition

Prospective





Jersey


New Jersey


Insurance
Property
Renters Sales
Prospective
Member
Property
Property






Acquisition

Prospective


Insurance
Property
Renters Sales
Prospective
Member
Property
Renters Sales





International
Acquisition

Prospective








International


Insurance
Property
Renters Sales
Prospective
Member
Property
Renters Sales





New
Acquisition

Prospective





Jersey


New Jersey


Insurance
Property
Valuable
Prospective
Member
Property
Property




Personal

Acquisition

Prospective




Property






Insurance
Property
Valuable
Prospective
Member
Property
Property




Personal
Employee
Acquisition

Prospective




Property



Employee


Insurance
Property
Valuable
Prospective
Member
Property
Valuable




Personal
International 
Acquisition

Personal




Property



Property








Prospective








International


Insurance
Property
Valuable
Prospective
Member
Property
Valuable




Personal
New
Acquisition

Personal




Property
Jersey


Property








Prospective








New Jersey


Insurance
Auto
Complex
Employee
P&C Billing
Auto
Auto




Billing



Employee


Insurance
Auto
Complex
Select
P&C Billing
Auto
Auto Select




Billing






Insurance
Auto
Complex

P&C Billing
Auto
Complex




Billing



Billing


Insurance
Property
Complex
Employee
P&C Billing
Property
Property




Billing



Employee


Insurance
Property
Complex
Select
P&C Billing
Property
Property




Billing



Select


Insurance
Property
Complex

P&C Billing
Property
Complex




Billing



Billing


Insurance
Auto
ANY
P&C
P&C Claims
Auto
P&C



Claims

Executive

Claims
Executive





Complaint


Complaint


Insurance
Auto
All United

P&C Claims
Auto
All United



Claims
States


Claims
States


Insurance
Auto
Auto Claim
Central
P&C Claims
Auto
Auto Claim



Claims

Region

Claims
Central








Region


Insurance
Auto
Auto Claim
Employee
P&C Claims
Auto
Auto Claim



Claims



Claims
Employee


Insurance
Auto
Auto Claim
International
P&C Claims
Auto
Auto Claim



Claims



Claims
International


Insurance
Auto
Auto Claim
MARO
P&C Claims
Auto
Auto Claim



Claims

Region

Claims
MARO








Region


Insurance
Auto
Auto Claim
MSTRO
P&C Claims
Auto
Auto Claim



Claims

Region

Claims
MSTRO








Region


Insurance
Auto
Auto Claim
NE Region
P&C Claims
Auto
Auto Claim



Claims



Claims
NE Region


Insurance
Auto
Auto Claim
SERO
P&C Claims
Auto
Auto Claim



Claims

Region

Claims
SERO Region


Insurance
Auto
Auto Claim
SW Region
P&C Claims
Auto
Auto Claim



Claims



Claims
SW Region


Insurance
Auto
Auto Claim
WESTRO
P&C Claims
Auto
Auto Claim



Claims

Region

Claims
WESTRO








Region


Insurance
Auto
Glass/Roadside

P&C Claims
Auto
Glass/Roadside



Claims



Claims



Insurance
Auto
Other

P&C Claims
Auto
Other/Misc.



Claims



Claims



Insurance
Property 
ANY
P&C
P&C Claims
Property
P&C



Claims

Executive

Claims
Executive





Complaint


Complaint


Insurance
Property
Property
Central
P&C Claims
Property 
Property



Claims
Claim
Region

Claims
Claim Central








Region


Insurance
Property
Property
Employee 
P&C Claims
Property 
Property



Claims
Claim


Claims
Claim








Employee


Insurance
Property
Property
International
P&C Claims
Property 
Property



Claims
Claim


Claims
Claim








International


Insurance
Property
Property
MARO
P&C Claims
Property
Property



Claims
Claim
Region

Claims
Claim MARO








Region


Insurance
Property
Property
MSTRO
P&C Claims
Property
Property



Claims
Claim
Region

Claims
Claim








MSTRO








Region


Insurance
Property
Property
NE Region
P&C Claims
Property
Property



Claims
Claim


Claims
Claim NE








Region


Insurance
Property
Property
SERO
P&C Claims
Property
Property



Claims
Claim
Region

Claims
Claim SERO








Region


Insurance
Property
Property
SW Region
P&C Claims
Property
Property



Claims
Claim


Claims
Claim SW








Region


Insurance
Property
Property
WESTRO
P&C Claims
Property
Property



Claims
Claim
Region

Claims
Claim








WESTRO








Region


Insurance
Auto
ANY
P&C
P&C Service
Auto
P&C





Executive


Executive





Complaint 


Complaint


Insurance
Auto
Auto Sales
Employee
P&C Service
Auto
Auto








Employee


Insurance
Auto
Auto Sales
Massachusetts
P&C Service
Auto
Quote/Adjust








Existing








Policy








Massachusetts


Insurance
Auto
Auto Sales
Select
P&C Service
Auto
Auto Select


Insurance
Auto
Auto Sales

P&C Service
Auto
Auto Sales


Insurance
Auto
Billing
Employee
P&C Service
Auto
Auto








Employee


Insurance
Auto
Billing
Select
P&C Service
Auto
Auto Select


Insurance
Auto
Billing

P&C Service
Auto
Billing


Insurance
Auto
Other
Employee
P&C Service
Auto
Auto








Employee


Insurance
Auto
Other
Select
P&C Service
Auto
Auto Select


Insurance
Auto
Other

P&C Service
Auto
Other/Misc.


Insurance
Auto
Quote/Adjust
Employee
P&C Service
Auto
Auto




Existing



Employee




Policy






Insurance
Auto
Quote/Adjust
Massachusetts
P&C Service
Auto
Quote/Adjust




Existing



Existing




Policy



Policy








Massachusetts


Insurance
Auto
Quote/Adjust
Select
P&C Service
Auto
Auto Select




Existing








Policy






Insurance
Auto
Quote/Adjust

P&C Service
Auto
Quote/Adjust




Existing



Existing




Policy



Policy


Insurance
Property
ANY
P&C
P&C Service
Property
P&C





Executive


Executive





Complaint


Complaint


Insurance
Property
Billing
Employee
P&C Service
Property
Property








Employee


Insurance
Property
Billing
Select
P&C Service
Property
Property








Select


Insurance
Property
Billing

P&C Service
Property
Billing


Insurance
Property
Other
Employee
P&C Service
Property
Property








Employee


Insurance
Property
Other
Select
P&C Service
Property
Property








Select


Insurance
Property
Other

P&C Service
Property
Other/Misc.


Insurance
Property
Quote/Adjust
Employee
P&C Service
Property
Property




an Existing



Employee




Policy






Insurance
Property
Quote/Adjust
Select
P&C Service
Property
Property




an Existing



Select




Policy






Insurance
Property
Quote/Adjust

P&C Service
Property
Quote/Adjust




an Existing



an Existing




Policy



Policy


Insurance
Property
Renters Sales
Employee
P&C Service
Property
Property








Employee


Insurance
Property
Renters Sales
Europe
P&C Service
Property
Property








International








Europe


Insurance
Property
Renters Sales
Select
P&C Service
Property
Property








Select


Insurance
Property
Renters Sales
non-
P&C Service
Property
Property





Europe


International








non-Europe


Insurance
Property
Renters Sales

P&C Service
Property
Renters Sales


Insurance
Property
Valuable
Employee
P&C Service
Property
Property




Personal



Employee




Property






Insurance
Property
Valuable
Europe
P&C Service
Property
Property




Personal



International




Property



Europe


Insurance
Property
Valuable
Select
P&C Service
Property
Property




Personal



Select




Property






Insurance
Property
Valuable
non-
P&C Service
Property
Property




Personal
Europe


International




Property



non-Europe


Insurance
Property
Valuable

P&C Service
Property
Valuable




Personal



Personal




Property



Property


Insurance
Property
Quote a New
Employee
Property
Property
Property




Purchase

Specialization

Employee


Insurance
Property
Quote a New
Europe
Property
Property
Property




Purchase

Specialization

International








Europe


Insurance
Property
Quote a New
Prospective
Property
Property
Property




Purchase

Specialization

Prospective


Insurance
Property
Quote a New
Prospective
Property
Property
Property




Purchase
Employee
Specialization

Prospective








Employee


Insurance
Property
Quote a New
Prospective
Property
Property
Quote a New




Purchase
International
Specialization

Purchase








Prospective








International


Insurance
Property
Quote a New
Select
Property
Property
Property




Purchase

Specialization

Select


Insurance
Property
Quote a New
non-
Property
Property
Property




Purchase
Europe
Specialization

International








non-Europe


Insurance
Property
Quote a New

Property
Property
Quote a New




Purchase

Specialization

Purchase









Referring now to FIGS. 1a, 1b, 1c, 2a, 2d and 2e, the method 200 then proceeds to step 210 where a representative is assigned to the inquiry from the party 115. In an embodiment, the provider 110 may include an inquiry response center having a plurality of representatives. In an embodiment, the inquiry response center may be an IHS network such as, for example, the network 105, with each of the representatives connected to the IHS network via an IHS such as, for example, the IHS 130. A representative supervisor may have access to a representative skill set website 210a, illustrated in FIG. 2e. The representative skill set website 210a includes a representative name section 210aa, a representative unit number section 210ab, a representative identification section 210ac, a skill sets section 210ad, a primary skill set selector 210ae, a secondary skill set selector 210af, and a reviewer selector 210ag. The skill sets section 210ad includes a plurality of skill set selectors that are organized under sections such as, for example, a banking section 210ada having a plurality of subsections such as, for example, a credit cards subsection 210adaa, a CDs/IRAs subsection 210adab, an auto, recreational, and personal loans subsection 210adac, and a mortgages/movers advantage subsection 210adad. A representative skill set website 210a may be generated and modified for every representative that is connected to the inquiry response center. The representative name section 210aa includes the name of the representative that the representative skill set website 210a has been generated for, the representative unit number section 210ab includes the number of a subsection of the inquiry response center that the representative belongs to, and the representative identification section 210ac includes an identification number assigned to the representative that the representative skill set website 210a has been generated for. The skills sets section 210ad includes selectors for every possible skill set a representative may have such as, for example, the skills sets 208e and 208h listed in the charts above, and the representative supervisor may select any of the selectors under, for example, the credit cards subsection 210adaa, the CDs/IRAs subsection 210adab, the auto, recreational, and personal loans subsection 210adac, and the mortgages/movers advantage subsection 210adad that correspond to knowledge possessed by the representative that the representative skill set website 210a has been generated for. Furthermore, the representative supervisor may use the primary skill set selector 210ae and the secondary skill set selector 210af for each skill set selected to indicate the degree of knowledge of the skill set that is possessed by the representative. The representative supervisor may also select a reviewer selector 210ag to indicate who may or must review responses created by the representative (described in further detail below.) With the skill set translated in step 208 of the method 200, the routing engine 110e accesses the representative database 110f and determines the representatives that have that skill set to provide a response to the inquiry. The routing engine 110e will then determine which of those representatives are available to provide a response to the inquiry (described in further detail below), and will forward the inquiry to a primary representative. In an embodiment, the routing engine 110e searches for inquiries that match the representatives skill sets as determined using the primary skill set selector 210ae in the skill set section 210ad and provides those inquiries to the primary representative. If the routing engine 110e does not find inquiries that match the representatives skill sets as determined using the primary skill set selector 210ae in the skill set section 210ad, the routing engine 110e searches for inquiries that match the representatives skill sets as determined using the secondary skill set selector 210af in the skill set section 210ad and provides those inquiries to the primary representative. In an embodiment, the skill set for a representative as determined using the primary skill set selector 210ae and the secondary skill set selector 210af may be modified depending on incoming inquiry volume such that the provider 110 may manage the inquiry response center more efficiently. In addition, the routing engine 110e may determine which representatives in the inquiry response center have not been assigned to an inquiry for the longest amount of time and may assign the inquiry to those representatives. In an embodiment, the representative supervisor may manually assign or re-assign an inquiry to a representative. In an embodiment, the primary representative is the first representative to receive the inquiry from the part 115. In an embodiment, the representative supervisor may view all of the inquiries in the inquiry response center by assigned skill set and representative in order to determine, for example, what skill sets are being used to respond to inquiries at any given time.
Referring now to FIGS. 1a, 1b, 1c, 2a and 2f, the method 200 then proceeds to step 212 where the representative composes a response. In an embodiment, the primary representative may be connected to an IHS network such as, for example, the network 105, via an IHS such as, for example, the IHS 130. In an embodiment, the primary representative has access to a representative worklist website 212a, illustrated in FIG. 2f. The representative worklist website 212a includes a status section 212aa where the primary representative may set their status using a plurality of selectors such as, for example, a available selector 212aaa, an unavailable selector 212aab, an away selector 212aac, and an offline selector 212aad. The representative worklist website 212a also includes a folders section 212ab where the primary representative may access current inquiries through a worklist link 212aba and pending inquiries through a pending link 212abb. The representative worklist website 212a also includes a search section 212ac where the primary representative may search for inquiries by providing information in one or more of a customer/party number field 212aca, representative identification field 212acb, and a plurality of date fields 212acc and 212acd. The representative worklist website 212a also includes a worklist section 212ad where the primary representative may manage inquiries that the primary representative is currently working on and that includes a from field 212ada, a customer/party number field 212adb, a subject field 212adc, a received field 212add, a due by field 212ade, and a compose new message link 212adf. In an embodiment, when the primary representative has the available selector 212aaa in the status section 212aa selected, the primary representative may receive the inquiry from the party 115 if the skill set translated in step 208 of the method 200 corresponds to a skill set assigned to the primary representative, described above with reference to FIG. 2e. The worklist section 212ad will then populate with an inquiry entry including the name of the party 115 in the from field 212ada, an identification number that was either previously assigned or assigned during step 206 of the method 200 in the customer/party number field 212adb, an inquiry subject that may be the translated skill set from step 208 of the method 200 in the subject field 212adc, a date the inquiry was submitted in the received field 212add, and a date and time that the inquiry must be responded to in the due by field 212ade. In an embodiment, the date and time in the due by field 212ade is 24 hours after the inquiry was received by the provider 115. The primary representative may then select the inquiry entry to view the narrative provided by the part 115 in step 206 of the method 200. The primary representative will then use their knowledge in their assigned skill set to compose a primary response to the inquiry by, for example, replying to the inquiry directly or using the compose new message link 212adf to compose a message to a party that has provided their inquiry by, for example, using a phone communication, a fax communication, a face-to-face communication, or a variety of other communication methods known in the art. In an embodiment, the worklist may automatically populate with a new inquiry from, for example, the party 120 or 125, when the response to the inquiry is sent to the party 115. In an embodiment, the worklist may populate with a predetermined number of inquiries and, as those inquiries are responded to, may populate the worklist section 212ad with new inquiries such that the predetermined number of inquiries is provided to the primary representative.
Furthermore, the metrics engine 110g is connected to the representative worklist website 212a and is operable to record and analyze the inquiries moving through the inquiry response center. For example, all inquiries provided to all of the representatives in the inquiry response center and the time used to provide a response for individual representatives are recorded in the metrics database. Such information may be analyzed to determine, for example, average response times for inquiries, inquiries processed per day or hour, and a variety of other types of information that can help in determining, for example, the productivity of individual representatives and what days of the week and what times of the day experience the most inquiries.
Referring now to FIGS. 1a, 1b, 1c and 2a, the method 200 then proceeds to decision block 214 where it is determined whether a supplementary response is needed. If it is determined that no supplementary response is needed, the primary response becomes an inquiry response and the method 200 proceeds to step 222. However, during step 212 of the method 200, the primary representative may determine that the inquiry includes a request for information on a second subject that the primary representative does not have a proper skill set to provide. In an alternative embodiment, during step 208 of the method 200, it may be determined that the inquiry included requests for information on multiple subjects requiring multiple representatives with different skill sets to provide an inquiry response. If it is determined that a supplementary response is needed, the method proceeds to step 216 where the inquiry is forwarded to a supplementary representative. In an embodiment, the supplementary representative is substantially similar to the primary representative and is connected to an IHS network such as, for example, the network 105, via an IHS such as, for example, the IHS 130, with the provision that the supplementary representative has been assigned a different skill set or sets than the primary representative using the representative skill set website 210a. In an embodiment, the primary representative has access to a representative worklist website that is substantially similar in design and operation to the representative worklist website 212a, illustrated in FIG. 2f. The method 200 then proceeds to step 218 where the supplementary representative uses their knowledge in their assigned skill set to compose a supplementary response to the inquiry. The method 200 then proceeds to step 220 where the primary response composed by the primary representative in step 212 of the method 200 and the supplementary response composed by the supplementary representative in step 218 of the method 200 are combined into an inquiry response.
Following step 220 of the method 200, or if at decision block 214 of the method 200 it is determined that no supplementary response is needed, the method 200 proceeds to step 222 where the inquiry response is reviewed. In an embodiment, the inquiry response may be reviewed for the primary representation and/or the supplementary representative based on the information provided by the representative supervisor in the reviewer selector 210ag on the representative skill set website 210a, described above with reference to FIG. 2e. In an alternative embodiment, the review is mandatory due to of the subject matter of the response such as, for example, a response to a financial inquiry or an investments inquiry. In an embodiment, the review may be for quality control of inquiry responses and a predetermined percentage of the inquiry responses from representatives in the inquiry response center may be reviewed. In an embodiment, the reviewer will correct any errors in the response or confirm that the response is correct. The method 200 then proceeds to step 224 where the response is sent to the party 115. The routing engine 110e may associate the response with all parties involved with the response such as, for example, the primary representative, the supplementary representative, and/or the reviewer, and store that association in the representative database 110f. The inquiry response is then provided to the communication engine, which sends the inquiry response to the party 115. The association of the inquiry response with the parties involved in the response allows the party 115 to respond to the inquiry response and to have that response routed to the primary representative, the supplementary representative, and/or the reviewer. In an embodiment, the provider 110 is a membership organization and the party 115 is a member of the membership organization and additional security is provided by sending the response to the member through a website of the membership organization rather than, for example, Simple Mail Transfer Protocol (SMTP). In an embodiment, the response may be read by a representative to the party 115 using a phone communication, sent to the party using a SMS or text message, using a fax communication, using an email communication, or using a variety of other communication tools known in the art. Thus, a system and method are provided that provide a common inquiry response tool for a provider across multiple lines of business that ensures that representatives of the provider receive only those types of inquiries that they have the skill set to respond to.
Although illustrative embodiments have been shown and described, a wide range of modification, change and substitution is contemplated in the foregoing disclosure and in some instances, some features of the embodiments may be employed without a corresponding use of other features. Accordingly, it is appropriate that the appended claims be construed broadly and in a manner consistent with the scope of the embodiments disclosed herein.

## Claims

1. A system, comprising:
a memory; and
a processor coupled to the memory and operable to execute instructions to:
receive, at an inquiry response center, a plurality of inquiries including current inquiries, pending inquiries, and a first inquiry from a first party, wherein the inquiry response center comprises a plurality of representatives, each assigned to at least one skill set from a plurality of skill sets;
translate the first inquiry to a first skill set from the plurality of skill sets;
route the first inquiry to a primary representative who has been assigned to the first skill set;
provide access to the primary representative to a representative worklist website providing a field for selecting a status of the primary representative, a folder section to access current inquiries and pending inquiries, a worklist section for managing inquiries assigned to the primary representative, and a compose new message field for preparing a reply to the first inquiry; and
a metrics engine connected to the representative worklist website to record and analyze the plurality of inquiries.

2. The system of claim 1 wherein the filed for selecting a status includes available, unavailable, away, and offline.

3. The system of claim 1 wherein the representative worklist website further comprises access to a search section for searching the plurality of inquiries.

4. The system of claim 3 wherein the search section includes fields for entering a customer number, a representative identification field, and a date field.

5. The system of claim 1 wherein the worklist section includes a from field, a customer number field, a subject field, a received field, and a due by field.

6. The system of claim 1 wherein the metrics engine records the time it takes for each of the plurality of representatives to respond to an inquiry.

7. The system of claim 6 wherein the metrics engine determines the average response times of a representative, the number of inquiries responded to in a time period, and the time of day or day of the week when the most inquiries are received by the response center.