Brian Smith

Title: Brian Smith - Innovator in Customer Engagement Solutions

Introduction

Brian Smith is an accomplished inventor based in San Antonio, TX (US). He has made significant contributions to the field of customer engagement, particularly in the insurance industry. His innovative approach focuses on enhancing the claims processing experience for policyholders.

Latest Patents

Brian Smith holds a patent for a "System and method for proactive customer engagement experiences." This invention provides a method and system for delivering customer-specific information and guidance to insurance policyholders during claims processing. The information is generated based on outputs from a claims complexity model, customer segmentation model, and claims service level objective (SLO) model. The tailored information includes a summary of claim activity, guidance on next steps, and predicted wait times for each stage of the claims process. This information can be communicated through the policyholder's preferred channels, adapting to the specific stage of their claim.

Career Highlights

Brian has dedicated his career to improving customer experiences in the insurance sector. His work at the United Services Automobile Association (USAA) has allowed him to implement innovative solutions that streamline the claims process. His focus on customer engagement has positioned him as a leader in this area.

Collaborations

Brian collaborates with talented professionals, including his coworker Samantha Sprague. Together, they work on developing solutions that enhance customer interactions and improve overall satisfaction.

Conclusion

Brian Smith's innovative contributions to customer engagement in the insurance industry demonstrate his commitment to improving the claims process for policyholders. His patent reflects a forward-thinking approach that prioritizes customer experience and efficiency.