United Services Automobile Association (usaa)

Other

David Alexander Lilley

John Raymond Harris

Joshua Samuel Leonard

Yuibi Fujimoto

Michael Justin Cairns

Robert Bruno Pace, Jr

Kevin Kenneth Fiedler

Michael Wayne Lester

Justin Dax Haslam

Vijay Jayapalan

Emily Margaret Gray

Debra Randall Casillas

Michael Patrick Bueche, Jr

Ross Andrew Thiele

Brad D Wells

Andre Rene Buentello

Kevin Kenneth Fielder

Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Systems and methods for calling party authentication

Methods and systems described in this disclosure for protecting one or more consumer accounts. In one implementation, the system includes a security device and a portable computing device. The portable computing device detects whether it is in proximity to the security device. When the portable computing device is in proximity to the security device, one or more consumer accounts associated with the portable computing device is permitted to be used in a transaction. When the portable computing device is not in proximity to the security device, one or more consumer accounts is prevented from being used in the transaction.

Automated proximity fraud account lock systems and methods

Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.

Reconnection routing for service sessions

Methods and systems described in this disclosure receive a call from a device associated with a caller and request an indication of a context of the call. The system can send a request for authentication credentials in a push notification to the device. The push notification can be linked to an authentication tab or page in an application. After authentication of the caller, the system can direct the application to cause a tab or page associated with the subject matter of the call to be displayed on the qualified device.

Methods and systems for transferring call context

Methods and systems described in this disclosure receive a call from a caller, generate a first session through a first channel associated with the caller when the call is received and then send a request for authentication credentials to a device associated with the caller. In some embodiments, sending the request for authentication credentials generates a second session through a second channel associated with the caller. The caller can be authenticated to the first session using communication received during the second session through the second channel.

Systems and methods for authenticating a caller

Techniques are described for routing service requests. Actions performed by an individual in an application are detected and used to determine a category of product or service that the individual is interested in. An activity record can be stored in an activity data store, the activity record identifying the individual and the category of interest determined for the individual. On subsequently receiving a service request from the individual, to an environment such as a call center, the activity record can be accessed and used to predict the individual's service need as corresponding to the category determined based on their previous actions. The service request is then automatically routed to a service representative who is suited to handle requests in that particular category. In some implementations, the category can be predicted and/or inferred based on the detected user activities in particular portions of the application.

Predictive routing for service sessions

The present invention is a trowel having a blade with a rounded side edge, a straight side edge, and a notched edge between the rounded side edge and the straight side edge. The trowel may include a handle disposed opposite the notched edge and substantially parallel to the straight side edge, aligned with the plane of the blade. The blade may be made of a thin or flexible material, allowing the blade to be slightly deformed during use to create a consistent layer of adhesive. The rounded edge may be of a relatively smaller radius, allowing for a wider, shorter blade. In other embodiments, the rounded edge may be of a relatively bigger radius, allowing for a narrower, taller blade. The notched edge may be square notches, v-notches, u-notches, or other notch shapes according to user preference.

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Schertz, TX, United States of America

David Alexander Lilley