Patent Publication Number: US-2009234774-A1

Title: System for behavioral advisory services

Description:
CROSS-REFERENCE TO RELATED PATENT DOCUMENTS 
     This patent application claims the benefit of priority, under 35 U.S.C. Section 119(e), to Segal et al. U.S. Provisional Patent Application Ser. No. 61/036,811, entitled “SYSTEM FOR BEHAVIORAL ADVISORY SERVICES,” filed on Mar. 14, 2008 (Attorney Docket No. 1944.002PRV). 
    
    
     TECHNICAL FIELD 
     The inventive subject matter relates generally to a system for process automation and more particularly to a system for electronic automation, integration and systematization of behavioral advisory principles (including but not limited to neuroeconomics) into financial advisory services. 
     BACKGROUND 
     There is also now widespread and almost universal use of computers, software and electronic communications and data exchange in the financial advisory services industry. These tools have increased productivity by a large measure over time by simplifying and automating many tasks that required tedious and time consuming manual planning and preparation. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       In the drawings, which are not necessarily drawn to scale, like numerals describe substantially similar components throughout the several views. Like numerals having different letter suffixes represent different instances of substantially similar components. The drawings illustrate generally, by way of example, but not by way of limitation, various embodiments discussed in the present document. 
         FIG. 1  illustrates a diagrammatic representation of machine in the example form of a computer system within which a set of instructions, for causing the machine to perform any one or more of the methodologies discussed herein, may be executed. 
         FIG. 2A  illustrates a high-level block diagram the process used to create a Behavioral Advisory Profile for an individual customer advisor. 
         FIG. 2B  illustrates the process used to create a Behavioral Advisory Profile for an individual client of an advisor. 
         FIG. 3A  illustrates a flow diagram of how an advisor recognizes the need to examine a situation for the behavioral advisory impact. 
         FIG. 3B  process used to create a set of “Freeze Moment Alerts” that will be generated systematically. 
         FIG. 3C  illustrates a flow diagram that illustrates how trigger events are handled when trigger events occur. 
         FIG. 4  illustrates a high-level flow diagram of the reflect process used to generate a set of factors that may affect decision making. 
         FIG. 5  illustrates a high-level flow diagram of the refraining process that considers the set of factors that may affect decision making in order to select a suitable set of talking points. 
         FIG. 6  illustrates a high-level flow diagram of the respond process wherein an action plan is generated based on the set of talking points from  FIG. 5  and the customer&#39;s reaction to those talking points. 
     
    
    
     DETAILED DESCRIPTION 
     The following detailed description includes references to the accompanying drawings, which form a part of the detailed description. The drawings show illustrations in accordance with example embodiments. Note that in the description, references to “one embodiment” or “an embodiment” mean that the feature being referred to is included in at least one embodiment of the invention. Further, separate references to “one embodiment” in this description do not necessarily refer to the same embodiment; and, neither are such embodiments mutually exclusive, unless so stated and except as will be readily apparent to those of ordinary skill in the art. These embodiments, which are also referred to herein as “examples,” are described in enough detail to enable those skilled in the art to practice the invention. Thus, the present invention can include any variety of combinations and/or integrations of the embodiments described herein. Moreover, in this description, the phrase “exemplary embodiment” means that the embodiment being referred to serves as an example or illustration 
     It will be apparent to one skilled in the art that specific details in the example embodiments are not required in order to practice the present invention. For example, although the example embodiments are mainly disclosed with reference to a system for making financial decisions, the teachings can be used in other decision environments. The example embodiments may be combined, other embodiments may be utilized, or structural, logical and electrical changes may be made without departing from the scope what is claimed. The following detailed description is, therefore, not to be taken in a limiting sense, and the scope is defined by the appended claims and their equivalents. 
     The following disclosure will set forth some data structures that may be used in various embodiments. To provide the most clarity possible, data structures are defined without any commonly used technical structures (e.g. record types, file headers and footers, advisor and client identification numbers, codes for use in database management, etc.) or change/audit tracking data (e.g. date, time, user, etc.). 
     In this document, the terms “a” or “an” are used, as is common in patent documents, to include one or more than one. In this document, the term “or” is used to refer to a nonexclusive or, such that “A or B” includes “A but not B,” “B but not A,” and “A and B,” unless otherwise indicated. Furthermore, all publications, patents, and patent documents referred to in this document are incorporated by reference herein in their entirety, as though individually incorporated by reference. In the event of inconsistent usages between this document and those documents so incorporated by reference, the usage in the incorporated reference(s) should be considered supplementary to that of this document; for irreconcilable inconsistencies, the usage in this document controls. 
     Computer Systems 
     The present disclosure describes systems that may be implemented using computer systems.  FIG. 1  illustrates a diagrammatic representation of machine in the example form of a computer system  100  that may be used to implement portions of the present disclosure. Within computer system  100  there are a set of instructions  124  that may be executed for causing the machine to perform any one or more of the methodologies discussed herein. In a networked deployment, the machine may operate in the capacity of a server or a client machine in server-client network environment, or as a peer machine in a peer-to-peer (or distributed) network environment. The machine may be a personal computer (PC), a tablet PC, a set-top box (STB), a Personal Digital Assistant (PDA), a cellular telephone, a web appliance, a network router, switch or bridge, or any machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by that machine. Further, while only a single machine is illustrated, the term “machine” shall also be taken to include any collection of machines that individually or jointly execute a set (or multiple sets) of instructions to perform any one or more of the methodologies discussed herein. 
     The example computer system  100  includes a processor  102  (e.g., a central processing unit (CPU), a graphics processing unit (GPU) or both), a main memory  104  and a static memory  106 , which communicate with each other via a bus  108 . The computer system  100  may further include a video display adapter  110  that drives a video display system  115  such as a Liquid Crystal Display (LCD) or a Cathode Ray Tube (CRT). The computer system  100  also includes an alphanumeric input device  112  (e.g., a keyboard), a cursor control device  114  (e.g., a mouse or trackball), a disk drive unit  116 , a signal generation device  118  (e.g., a speaker) and a network interface device  120 . 
     The disk drive unit  116  includes a machine-readable medium  122  on which is stored one or more sets of computer instructions and data structures (e.g., instructions  124  also known as ‘software’) embodying or utilized by any one or more of the methodologies or functions described herein. The instructions  124  may also reside, completely or at least partially, within the main memory  104  and/or within the processor  102  during execution thereof by the computer system  100 , the main memory  104  and the processor  102  also constituting machine-readable media. 
     The instructions  124  may further be transmitted or received over a network  126  via the network interface device  120 . Such transfers may occur utilizing any one of a number of well-known transfer protocols such as the well known File Transport Protocol (FTP). 
     While the machine-readable medium  122  is shown in an example embodiment to be a single medium, the term “machine-readable medium” should be taken to include a single medium or multiple media (e.g., a centralized or distributed database, and/or associated caches and servers) that store the one or more sets of instructions. The term “machine-readable medium” shall also be taken to include any medium that is capable of storing, encoding or carrying a set of instructions for execution by the machine and that cause the machine to perform any one or more of the methodologies described herein, or that is capable of storing, encoding or carrying data structures utilized by or associated with such a set of instructions. The term “machine-readable medium” shall accordingly be taken to include, but not be limited to, solid-state memories, optical media, and magnetic media. 
     For the purposes of this specification, the term “module” includes an identifiable portion of code, computational or executable instructions, data, or computational object to achieve a particular function, operation, processing, or procedure. A module need not be implemented in software; a module may be implemented in software, hardware/circuitry, or a combination of software and hardware. 
     Customer Relationship Management 
     Different people will often react very differently to the same set of events. Thus, when providing services to different customers, it is important to understand each individual customer as much as possible so that one can provide the best service to each individual customer. To help keep track of such customer information and use that information most effectively, an entire category of software known as Customer Relationship Management (CRM) software was created. Customer relationship management software aims to help a business develop a customer-centric business strategy with the goal of maximizing profitability, revenue, and customer satisfaction. The Customer relationship management software industry has grown into a multi-billion dollar industry. 
     Customer relationship management software generally operates by collecting customer information and then using that information effectively. For example, customer information such as customer contact information, the products and services that the customer is currently using, this size of the customer, the customer&#39;s area of business, and other specifics are collected and stored in a database. Then, whenever there is communication with the customer, all of this collected information will be available to the person communicating with the customer. This greatly increases the efficiency of the communication with the customer since no time will be wasted familiarizing the person contacting the customer with the customer&#39;s current situation. 
     Customer relationship management software has proven to be very effective but it generally operates at a very simple level. Specifically, the information about customers is collected and that information is used with pre-defined scripts for customer management. Thus, although customer relationship management software has greatly improved matters, there is room for much improvement. 
     Psychology Based Customer Relationship Management 
     Psychology has been a subject of scientific study for hundreds of years. In recent years, scientists have been researching brain functions and psychology in order to determine the impact these functions have on personal decision making. Specifically, the emerging field of neuroeconomics combines neuroscience, economics, and psychology to study how humans make choices. Neuroeconomics looks at the role of the brain when humans evaluate decisions, categorize risks and rewards, and interact with each other. 
     The present disclosure proposes using this research for the creation of much more sophisticated customer relationship management programs. For example, this research can be applied to providing financial advisory services and integrated into automated financial advisory workflows. 
     The overall approach will be roughly similar to existing customer relationship management (CRM) software systems in that information on customers will be collected and that customer information will be analyzed and used to guide future interaction with that customer. However, the specific type of information that is collected will differ and the manner in which that collected information is processed and used will differ. 
     To best disclose the teachings of this document, an example embodiment will be presented for providing financial advisory services in view of a set of neuroeconomics factors collected from an investment advisor and a client. However, this example is no meant to limit the teachings in anyway. 
     Neuroeconomics-Based Financial Advisory Services Overview 
     The first aspect of a neuroeconomics-based financial advisory service system is a database of relevant information. Much of the database will concern neuroeconomic information about a customer such as detailed information about the customer including factors that describe the psychology of the customer. The neuroeconomic information about the customer will be used to create a behaviour advisory plan for the customer. Since another human will be involved in interactions with a customer, a financial services advisor in this example embodiment, detailed information on the financial service advisor should also be collected. That information may be used to create a behaviour advisory profile for the financial services advisor. 
     After collecting all of the necessary information, a ‘recognize process’ is then invoked. The recognize process monitors various streams information and may be used to trigger a ‘freeze moment’ when the current set of decisions may need to be re-considered. A ‘reflect process’ may then be invoked. The reflect process creates a summary of the cognitive, emotional, and physical impacts on investment decision making. 
     Finally, a ‘reframe process’ and ‘respond process’ may then be invoked. The reframe process considers the customer information and the current situation in order to generate talking points and scripts that ma be used by financial service advisors when communicating with a particular customer. The respond process helps the financial service advisor create an action plan after communicating with the customer using the information generated by the reframe process. 
     Financial Advisor Behavioral Advisory Profile 
     As set forth earlier, the psychology and competencies of each individual financial service advisor will have an effect on the final decisions made by a financial services customer. Thus, the system of the present disclosure collects detailed information on each financial service advisor and builds a behavioral advisory profile for each financial service advisor.  FIG. 2A  illustrates a high level flow diagram of one embodiment of a process used to create a “Behavioral Advisory Profile” for individual advisors. 
     Referring to the top left of  FIG. 2A , each financial service advisor may submit to an advisors values definition process  210  with a goal of quantifying the financial service advisor&#39;s values. In one embodiment, the advisors values definition process  210  requires financial service advisors to narrow down their values to five core values. The output of the advisors values definition process  210  is an advisor&#39;s values statement  211 . In one embodiment, the an advisor&#39;s values statement  211  can be represented as data structure containing the following fields: Advisor Name, Top five Values of Advisor (created from a group of 30 values using the Values Cards exercise), Values Statement, and Perfect Day Description as set forth in the following data structure: 
     
       
         
           
               
            
               
                   
               
               
                 Data Structure 1.1 - Advisors Value Statement 
               
            
           
           
               
               
               
               
            
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
            
           
           
               
               
               
               
            
               
                 Advisor Name, 
                 Last Name of Advisor 
                 Char 
                 30 
               
               
                 Last 
               
               
                 Advisor Name, 
                 First Name of Advisor 
                 Char 
                 30 
               
               
                 First 
               
               
                 Values Statement 
                 A written statement describing 
                 Char 
                 500 
               
               
                   
                 the values of each advisor 
               
               
                 Perfect Day 
                 A written statement describing 
                 Char 
                 500 
               
               
                 Description 
                 an advisors “Perfect Day” 
               
               
                 Adventure 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Autonomy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Challenges 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Change 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Community 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Competence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Competition 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Cooperation 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Creativity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Decisiveness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Diversity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Ecology/ 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 environment 
               
               
                 Education 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Ethics 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Excellence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Excitement 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Fairness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Fame 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Family 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Flexibility 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Freedom 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Friendship 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Happiness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Health 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Helping Others 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Honesty 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Independence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Integrity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Leadership 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Loyalty 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Meaningful Work 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Money 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Order 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Philanthropy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Play 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Pleasure 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Power 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Privacy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Recognition 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Relationships 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Religion 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Safety 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Security 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Service 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Spirituality 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Stability 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Status 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Wealth 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Work 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                   
               
            
           
         
       
     
     Next, each financial service advisor further may submit to an advisor behavioral tendencies assessment process  220 . The goal of the advisor behavioral tendencies assessment process  220  is to quantify the financial service advisor&#39;s behavioral tendencies. The advisor behavioral tendencies assessment process  220  helps define the behaviors an advisor is likely to demonstrate under various circumstances. The output of the advisor behavioral tendencies assessment process  220  is a set of advisor behavioral assessment results  222 . 
     In one embodiment, the advisor behavioral assessment results  222  may be presented in a data structure containing the following fields: Competency, Behaviors, and Competency Score. The field of Emotion Intelligence has identified a large number of different competencies. In one embodiment, a subset of competencies that describe characteristics most related to performance were selected. Each competency is listed along with behavior required to exhibit the competency. Finally, a score is assigned for each competency exhibited by a financial services advisor. An example data structure that can be used to store information on each competency defined in the assessment tool is set forth below: 
     Data Structure 1.2—Behavioral Assessment Results 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Advisor Name, 
                 Last Name of Advisor 
                 Char 
                 30 
               
               
                 Last 
               
               
                 Advisor Name, 
                 First Name of Advisor 
                 Char 
                 30 
               
               
                 First 
               
               
                 Competency 
                 Describes a behavioral advisory 
                 Char 
                 20 
               
               
                   
                 competency (e.g. empathy) 
               
               
                 Behavior 
                 Describes the behavior required to 
                 Char 
                 20 
               
               
                   
                 exhibit Competency A (e.g. listening) 
               
               
                 Score 
                 The score shows the relative 
                 Number 
                 3 
               
               
                   
                 effectiveness of the advisor in these 
               
               
                   
                 competencies and behaviors (0-100) 
               
               
                   
               
            
           
         
       
     
     The competency scores in the advisor behavioral assessment results  222  may be assigned using various different means. In an example, an interview can be conducted with each financial services advisor with an interviewer that is trained in Behavior Event Interviewing (BEI). The interviewer would then score the financial services advisor based on competencies exhibited in the interview. Details on Behavior Event Interviewing can be found in the book “The Competent Manager: A Model for Effective Performance”, by Richard E. Boyatzis, Wiley (January 1982). Additional information can be found in the book “Competence at Work: Models for Superior Performance”, by Lyle M. Spencer and Signe M. Spencer, Wiley (March 1993). 
     Alternatively, various competency scores can be assigned to financial service advisors using an assessment tool. In one embodiment, the assessment tool presents the financial advisors with a series of situations along with various methods of handling the presented situations. The assessment tool will score the financial service advisor&#39;s handling selections along a set of competencies. The competency scores will then be entered into the system. 
     As set forth above, the advisor behavioral assessment results  222  defines the behavior a financial services advisor is likely to demonstrate under various circumstances. A set of example circumstances can be collected into a data structure such as the following: 
     Data Structure 1.3—Situations and Behaviors 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Situation 
                 A description of anticipated situations 
                 Char 
                 250 
               
               
                 Behavior 
                 Behaviors that are likely to be needed 
                 Char 
                 20 
               
               
                 Required 
               
               
                   
               
            
           
         
       
     
     All of the information collected about financial service advisors can be combined to create a complete financial advisor behavioral advisory profile  245 . Referring back to  FIG. 2A , Advisor Assessment Module  241  combines an advisor&#39;s values statement  211  and the advisor behavioral assessment results  222  into an electronic profile (advisor behavioral advisory profile  245 ) that describes the way the financial service advisor is likely to respond in certain situations. 
     Customer Behavioral Advisory Plan 
     The system of the present disclosure carefully assesses each customer in order to create a behavioral profile of that customer. (Note that since the example embodiment presented in the disclosure deals with financial services, the word “client” will be used interchangeably with the word “customer”.)  FIG. 2B  illustrates the process used to create a behavioral advisory plan  295  for each individual client. 
     Each customer/client may be subjected to a client values definition process  251  In one particular embodiment, the client values definition process  251  is similar to the advisors values definition process  210  described in the previous section with reference to  FIG. 2A . The client values definition process  251  requires clients to narrow down their values to a set of five core values. The output of the client values definition process  251  is a client values statement  254 . 
     In one embodiment, the client values statement  254  can be expressed as a data structure containing the following fields: Client Name, Top five Values of Client (that may be selected from a group of 30 values, Values Statement, and a Perfect Day Description. The following data structure presents one possible example data structure that may be used to represent client values: 
     Data Structure 1.4—Client Values Statement 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Client Name, Last 
                 Last Name of Client 
                 Char 
                 30 
               
               
                 Client Name, 
                 First Name of Client 
                 Char 
                 30 
               
               
                 First 
               
               
                 Values Statement 
                 A written statement describing 
                 Char 
                 500 
               
               
                   
                 the values of each advisor 
               
               
                 Perfect Day 
                 A written statement describing 
                 Char 
                 500 
               
               
                 Description 
                 an advisors “Perfect Day” 
               
               
                 Adventure 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Autonomy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Challenges 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Change 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Community 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Competence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Competition 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Cooperation 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Creativity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Decisiveness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Diversity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Ecology/ 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 environment 
               
               
                 Education 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Ethics 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Excellence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Excitement 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Fairness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Fame 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Family 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Flexibility 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Freedom 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Friendship 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Happiness 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Health 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Helping Others 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Honesty 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Independence 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Integrity 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Leadership 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Loyalty 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Meaningful Work 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Money 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Order 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Philanthropy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Play 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Pleasure 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Power 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Privacy 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Recognition 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Relationships 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Religion 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Safety 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Security 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Service 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Spirituality 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Stability 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Status 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Wealth 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                 Work 
                 Defines whether value is a “Top 5” 
                 Y/N 
                 1 
               
               
                   
               
            
           
         
       
     
     Next, the customer/client&#39;s long term investment goals are assessed in a client long-term goals process  261 . The client long-term goals process  261  may follows standard investment industry practices by examining risk tolerances, return expectations, and time horizons to define client investment goals. The output of the client long-term goals process  261  is a client investment goals or policy statement  265 . 
     The client investment goals or policy statement  265  may be expressed in a data structure containing from a financial advisory firm&#39;s Client Investment Goals or Client Investment Policy Statement that are very common in the financial services industry. This information commonly contains elements concerning client&#39;s investment objectives, return expectations, time horizons and investment products. This data is manually entered into the system and will be unique based on the data available for each different financial advisory firm. 
     Finally, the customer/client may be put through a client behavioral tendencies assessment process  271 . The client behavioral tendencies assessment process  271  helps define the behaviors a client is likely to demonstrate under various circumstances. The client behavioral tendencies assessment process  271  may be similar to (or the same as) the advisor behavioral tendencies assessment process  220  set forth earlier. 
     The output of the client behavioral tendencies assessment process  271  is a set of client behavioral assessment results  276 . The client behavioral assessment results  276  may be expressed with a data structure containing the following fields: Competency, Behaviors, and Competency Score. As set forth with respect to the financial services advisor behavioral tendencies assessment process  220 , the client behavioral tendencies assessment process  271  may generate these scores manually by interviewing the clients or it may be using an assessment tool. In one embodiment, the client behavioral assessment results  276  may be stored in the following data structure: 
     Data Structure 1.6—Client Behavioral Assessment Results 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Client Name, 
                 Last Name of Client 
                 Char 
                 30 
               
               
                 Last 
               
               
                 Client Name, 
                 First Name of Client 
                 Char 
                 30 
               
               
                 First 
               
               
                 Competency 
                 Describes a behavioral advisory 
                 Char 
                 20 
               
               
                   
                 competency (e.g. empathy) 
               
               
                 Behavior 
                 Describes the behavior required to 
                 Char 
                 20 
               
               
                   
                 exhibit Competency A (e.g. listening) 
               
               
                 Score 
                 The score shows the relative 
                 Number 
                 3 
               
               
                   
                 effectiveness of the advisor in these 
               
               
                   
                 competencies and behaviors (0-100) 
               
               
                   
               
            
           
         
       
     
     The various circumstances that the client behavioral tendencies assessment process  271  deals with may be the same circumstances handled by the financial advisor behavioral tendencies assessment process  220 . Thus, the set of example circumstances collected into Data Structure 1.3 may also be used for evaluating clients/customer. 
     All of the information collected about a customer/client may be combined to create a full client behavioral advisory plan  295 . Referring back to  FIG. 2A , a client assessment module  290  combines client values statement  254 , client investment goals or policy statement  265 , behavioral assessment results  276 , and situations and behaviors  283  into an electronic profile of a client behavioral advisory plan  295  for the client. The client behavioral advisory plan  295  describes the way the customer/client is likely to respond in certain situations and a general plan of how the client&#39;s investments should be handled. 
     The Recognize Process—Advisor Driven 
     Once a client has been entered into the system and the client&#39;s initial investment decisions have been made, the system of the present disclosure can be used to determine when the client&#39;s investment decisions should be revisited. This is known as the recognize process. The recognize process is used to recognize and document the need to examine a situation for the behavioral advisory impact. Various different events may trigger the recognize process analysis. This document describes two different systems: an advisor driven system and an event driven system. The remainder of this section describes the advisor driven system. 
       FIG. 3A  illustrates the example when an advisor recognizes the need to engage the recognize process. Referring to  FIG. 3A , a financial services advisor may recognize a need  310  and can trigger a “Freeze Moment” using freeze moment module  320 . This process allows a financial service advisor to recognize and electronically document thoughts and emotions regarding the current situation. In one embodiment, the freeze moment module  320  also allows the financial advisor to electronically document the financial advisor&#39;s own thoughts and emotions as well as the thoughts and emotions of clients. Freeze moment module  320  creates an electronic record of these thoughts and emotions and provides an evaluation of the cognitive, emotional and physical activities occurring in both the advisor and the client. 
     The financial service advisor&#39;s thoughts and emotions are chronicled in an advisor&#39;s thoughts and emotions record  321 . The advisor&#39;s thoughts and emotions record  321  may comprise a data structure containing fields for the financial service advisor to note their thoughts and emotions. The advisor&#39;s thoughts and emotions record  321  may also contain a list of emotions that a financial service advisor can choose from to note his current emotional state. A financial service advisor may select be multiple emotions. The advisor&#39;s thoughts and emotions record  321  may be represented by the following data structure: 
     
       
         
           
               
            
               
                   
               
               
                 Data Structure 2.1 - Advisor&#39;s Thoughts and Emotions 
               
            
           
           
               
               
               
               
            
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
            
           
           
               
               
               
               
            
               
                 Advisor Name, 
                 Last Name of Advisor 
                 Char 
                 30 
               
               
                 Last 
               
               
                 Advisor Name, 
                 First Name of Advisor 
                 Char 
                 30 
               
               
                 First 
               
               
                 Emotions 
                 Description of current emotional state 
                 Char 
                 250 
               
               
                 Thoughts 
                 Description of current thoughts 
                 Char 
                 250 
               
               
                 Emotion ## 
                 Defines whether emotion is currently 
                 Y/N 
                 1 
               
               
                   
                 part of emotional state 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 Emotion ## 
                 Defines whether emotion is 
                 Y/N 
                 1 
               
               
                   
                 currently part of emotional state 
               
               
                   
               
            
           
         
       
     
     Similarly, the client&#39;s thoughts and emotions may be recorded in a client&#39;s thoughts and emotions record  322 . The financial service advisor may manually note the thoughts and emotions of clients and store these in client&#39;s thoughts and emotions record  322 . The client&#39;s thoughts and emotions record  322  also contains a list of emotions that advisors can choose to note their clients&#39; current emotional state. A financial service advisory may specify multiple emotions for each client. The following data structure may be used to represent client&#39;s thoughts and emotions record  322 : 
     Data Structure 2.2—Client&#39;s Thoughts and Emotions 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Client Name, Last 
                 Last Name of Client 
                 Char 
                 30 
               
               
                 Client Name, First 
                 First Name of Client 
                 Char 
                 30 
               
               
                 Emotions 
                 Description of current emotional 
                 Char 
                 250 
               
               
                   
                 state 
               
               
                 Thoughts 
                 Description of current thoughts 
                 Char 
                 250 
               
               
                   
               
            
           
         
       
     
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Emotion ## 
                 Defines whether emotion is currently 
                 Y/N 
                 1 
               
               
                   
                 part of emotional state 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 Emotion ## 
                 Defines whether emotion is currently 
                 Y/N 
                 1 
               
               
                   
                 part of emotional state 
               
               
                   
               
            
           
         
       
     
     In addition to the customer/client&#39;s thoughts and emotions record  322 , the client&#39;s physiological state may also be collected in cognitive, emotional and physical reactions record  333 . A data structure for cognitive, emotional and physical reactions record  333  may include but is not limited to emotion, physiological state, brain chemistry reactions, heart rate, breathing patterns and tension levels. For example, the following data structure may be used for the cognitive, emotional and physical reactions record  333 : 
     Data Structure 2.3—Cognitive, Emotional and Physical Reactions 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Emotion 
                 Description of emotion 
                 Char 
                 30 
               
               
                 Brain 
                 Defines brain chemistry reaction to 
                 Char 
                 200 
               
               
                 Chemistry 
                 emotion 
               
               
                 Heart Rate 
                 Defines heart rate reaction to emotion 
                 Char 
                 200 
               
               
                 Breathing 
                 Defines breathing pattern reaction to 
                 Char 
                 200 
               
               
                 Pattern 
                 emotion 
               
               
                 Tension Level 
                 Defines tension level reaction to 
                 Char 
                 200 
               
               
                   
                 emotion 
               
               
                   
               
            
           
         
       
     
     After all the freeze moment information has been collected, the freeze moment information may be analyzed with freeze moment evaluation module  335 . The freeze moment evaluation module  335  takes information from the advisor&#39;s thoughts and emotions record  321 , the client&#39;s thoughts and emotions record  322 , and the cognitive, emotional and physical reactions record  333  to create a cognitive, emotional and physical evaluation  340  of the freeze moment. The freeze moment evaluation module  335  also stores this data into a history database known as the behavioral advisory event storage  337 . 
     The Recognize Process—Advisor Driven 
     Instead of having an advisor trigger the recognize process, a set of automated triggers may be used to the recognize process.  FIG. 3B  illustrates the process used to create a set of “Freeze Moment Alerts” that will be generated systematically. 
     A financial service advisor will first define a set of global event triggers  361 . The set of global event triggers  361  may be defined by a data structure that contains a checklist of conditions that could trigger the need to use the recognize process. The checklist would contain but not be limited to items such as percentage decrease in the market or sector of the market, percentage increase in the market or sector of the market, and general news events. The set of global event triggers  361  would also store the notification type preferred by the financial service advisor (e.g. email, text message). In one embodiment, the following data structure could be used to define the set of global event triggers  361 : 
     Data Structure 6.1—Global Event Triggers 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Advisor Name, Last 
                 Last Name of Advisor 
                 Char 
                 30 
               
               
                 Advisor Name, First 
                 First Name of Advisor 
                 Char 
                 30 
               
               
                 Email Advisor 
                 Email 
                 Y/N 
                 1 
               
               
                 Text Message 
                 Text Message 
                 Y/N 
                 1 
               
               
                 Event Data 
                 Description of Event Data 
                 Char 
                 30 
               
               
                 Event Symbol 
                 Symbol for security 
                 Char 
                 5 
               
               
                 Data Trigger 
                 Quantity change 
                 Number 
                 9 
               
               
                 Direction 
                 Increase or decrease 
                 Number 
                 1 
               
               
                 Percentage Trigger 
                 Percentage change 
                 Number 
                 3 
               
               
                 Percentage Direction 
                 Increase or decrease 
                 Number 
                 1 
               
               
                 News Trigger 
                 Symbol for news trigger 
                 Char 
                 5 
               
               
                   
               
            
           
         
       
     
     In addition to the set of global event triggers, financial service advisors may wish to create a set of client specific events that pertain to specific clients. This set of client specific triggers  362  could be very similar to the global even triggers. In addition, a data structure for the client specific triggers  362  could also contain items regarding the change in the clients&#39; accounts such as marital status, change of address or additional beneficiaries. In one embodiment, the following data structure could be used to define the set of client specific triggers  362 : 
     Data Structure 6.2—Client Specific Event Triggers 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Client Name, Last 
                 Last Name of Client 
                 Char 
                 30 
               
               
                 Client Name, First 
                 First Name of Client 
                 Char 
                 30 
               
               
                 Email Advisor 
                 Email 
                 Y/N 
                 1 
               
               
                 Text Message 
                 Text Message 
                 Y/N 
                 1 
               
               
                 Event Data 
                 Description of Event Data 
                 Char 
                 30 
               
               
                 Event Symbol 
                 Symbol for security 
                 Char 
                 5 
               
               
                 Event Data Trigger 
                 Quantity change 
                 Number 
                 9 
               
               
                 Event Direction 
                 Increase or decrease 
                 Number 
                 1 
               
               
                 Event Data Trigger 
                 Percentage change 
                 Number 
                 3 
               
               
                 Event Direction 
                 Increase or decrease 
                 Number 
                 1 
               
               
                 News Trigger 
                 Symbol for news trigger 
                 Char 
                 5 
               
               
                   
               
            
           
         
       
     
     After creating the set of global event triggers  361  and the set of client specific triggers  362  trigger monitoring module  370  would monitor various data sources generally available to financial service advisors (electronic news feeds, market data feeds, account information, etc.) to determine if any of the specified trigger events occur. 
       FIG. 3C  illustrates a flow chart that illustrates how trigger events are handled when trigger events occur. When a trigger event occurs  381 , trigger monitoring module  370  may send electronic alerts to the financial service advisor suggesting that the financial service advisor trigger the recognize Process. The financial service advisor could then analyze the events that triggered the alert (such as market movements, news events, etc.) to determine if a “Freeze Moment Alert” should be generated. Depending upon the financial service advisor decision  391 , the Freeze Moment Module  320  of  FIG. 3A  may be activated or no action may be taken  393 . 
     The Reflect Process 
     After each freeze moment, a reflect process may be may then be invoked. The reflect process analyzes the information disclosed in previous sections to create a summary of the cognitive, emotional, and physical impacts on investment decision making  470 . 
     The reflect process uses databases that reflect how various emotions, competencies may effect decision making. A first database contains data structures that define the relationships between competencies and emotions. Note there can be multiple emotions for each competency. In one embodiment, the following data structure is used to define these relationships: 
     Data Structure 3.1—Competency Emotions Relationships 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                 Data 
                   
                 Field 
                   
               
               
                 Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Competency 
                 Describes a behavioral advisory 
                 Char 
                 20 
               
               
                   
                 competency (e.g. empathy) 
               
               
                 Emotion ## 
                 Defines whether competency is affected 
                 Y/N 
                 1 
               
               
                   
                 by specific emotion 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 Emotion ## 
                 Defines whether competency is 
                 Y/N 
                 1 
               
               
                   
                 affected by specific emotion 
               
               
                   
               
            
           
         
       
     
     A second database contains data structures that define the relationships between emotions and the impact that such emotions may have on decisions. Note that there can be multiple decision impacts for each different emotion. In one embodiment, the following data structure is used to define the relationships between emotions and decision impacts: 
     Data Structure 3.2—Emotions Decision Relationships 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Emotion 
                 Describes a behavioral advisory 
                 Char 
                 20 
               
               
                   
                 competency (e.g. empathy) 
               
               
                 Decision 
                 Defines how emotion affects decision 
                 Char 
                 200 
               
               
                 Impact ## 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 Decision 
                 Defines how emotion affects decision 
                 Char 
                 200 
               
               
                 Impact ## 
               
               
                   
               
            
           
         
       
     
       FIG. 4  illustrates one embodiment of the reflect process. In the reflect process of  FIG. 4 , reflect module  460  analyzes the outputs from the prior process to create a summary that shows how the decision-making sections of the brain are affected and may impact any investment decision making. Specifically, reflect module  460  analyzes the advisor behavioral advisory profile  245 , the client behavioral advisory plan  295 , and the cognitive, emotional and physical evaluation  340  of the freeze moment in view of the two preceding databases in order to create the summary of the cognitive, emotional, and physical impacts on investment decision making  470  that describes the impact that all of this data has on decision making in general terms. 
     The Reframing Process 
     After processing the freeze moment information with the reflect process, a reframe process reframes the matter in order to create a set of advisory talking points and/or a script for communicating with the customer/client. The reframe process may operate by starting from a set of existing talking points and customer scripts  511  and modifying those existing talking points and customer scripts  511 . 
     The existing talking points and customer scripts  511  may be represented in a data structure that contains decision impacts, investment objectives and suggested talking points and scripts for use by the advisor in interactions with clients. There can be multiple talking points per decision impact. In one embodiment, the following data structure is used to represent existing talking points and customer scripts  511 : 
     Data Structure 4.1—Advisory Talking Points and Scripts 
       
     
       
         
           
               
               
               
               
             
               
                   
               
               
                   
                   
                 Field 
                   
               
               
                 Data Element 
                 Description 
                 Format 
                 Length 
               
               
                   
               
             
            
               
                   
               
            
           
           
               
               
               
               
            
               
                 Decision Impact 
                 Defined decision impacts. 
                 Char 
                 200 
               
               
                 Investment Objective 
                 Investment Objectives from 
                 Char 
                 20 
               
               
                   
                 client&#39;s profiles. 
               
               
                 Talking Point ## 
                 Suggested language/script 
                 Char 
                 200 
               
               
                   
                 for advisors to use with clients 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 . 
                 . 
               
               
                 Talking Point ## 
                 Suggested language/script 
                 Char 
                 200 
               
               
                   
                 for advisors to use with clients 
               
               
                   
               
            
           
         
       
     
       FIG. 5  illustrates the Reframing Process. A reframing module  540  takes input from the investment goals or policy statement  265  (previous described in  FIG. 2B  and the accompanying text) and the summary of the cognitive, emotional, and physical impacts on investment decision making  470  (created by the reflect process of  FIG. 4 ) to select examine the talking points and customer scripts library  511  and select a specific set of advisory talking points and customer scripts  550 . Financial service advisors may then use the selected set of advisory talking points and customer scripts  550  to guide their clients through the decision-making needed for the current situation. 
     The Respond Process 
     The advisory talking points and customer scripts  550  created in  FIG. 5  will be used in a presentation to the customer/client by the financial service advisor. The financial service advisor will collect the customer/client&#39;s reactions to the advisory talking points and customer scripts  550 . 
     After the presentation to a customer, a respond process may create an action plan consisting of a set of suggested action items.  FIG. 6  illustrates the respond process wherein an action plan creation module  635  defines the action items that may be needed based on the advisory talking points and customer scripts  550  created in  FIG. 5  and the customer&#39;s reactions to the talking points and scripts  620 . Specifically, action plan creation module  635  creates an electronic action plan  651  and communicates with the financial service advisor&#39;s workflow system (such as personal information management system that handles contacts, task lists, and a calendar) to create tasks, follow-up items, summary letters, and schedule any additional meetings with client as set forth in step  660 . The specific data output will be determined based on the advisors specific customer relationship management (CRM) software and/or workflow system. 
     Using the action plan  651 , a financial service advisor can then choose the appropriate investment adjustments steps based on conversations with clients. The action plan  651  may include investment mix adjustments, any other investment adjustment, the scheduling of follow-up meetings, the creation of new event triggers, or any adjustment to the disclosed financial investment system. 
     The preceding technical disclosure is intended to be illustrative, and not restrictive. For example, the above-described embodiments (or one or more aspects thereof) may be used in combination with each other. Other embodiments will be apparent to those of skill in the art upon reviewing the above description. The scope of the claims should, therefore, be determined with reference to the appended claims, along with the full scope of equivalents to which such claims are entitled. In the appended claims, the terms “including” and “in which” are used as the plain-English equivalents of the respective terms “comprising” and “wherein.” Also, in the following claims, the terms “including” and “comprising” are open-ended, that is, a system, device, article, or process that includes elements in addition to those listed after such a term in a claim are still deemed to fall within the scope of that claim. Moreover, in the following claims, the terms “first,” “second,” and “third,” etc. are used merely as labels, and are not intended to impose numerical requirements on their objects. 
     The Abstract is provided to comply with 37 C.F.R. §1.72(b), which requires that it allow the reader to quickly ascertain the nature of the technical disclosure. The abstract is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. Also, in the above Detailed Description, various features may be grouped together to streamline the disclosure. This should not be interpreted as intending that an unclaimed disclosed feature is essential to any claim. Rather, inventive subject matter may lie in less than all features of a particular disclosed embodiment. Thus, the following claims are hereby incorporated into the Detailed Description, with each claim standing on its own as a separate embodiment.