United Services Automobile Association (usaa)

David W Roberts

Guy R Langley

Ryan Ray Barth

Ann C Tarrillion

Jason W Lindley

Donald H Griffin, Jr

Francisco A Duran

Elizabeth Garretson

Steven Richard Wilson

Patrick Raymond Kelley

Steven Dale Sternitzke

Aaron Quade

A computer-implemented method and system for enhancing interaction between a customer using a client computer and a customer service representative of a company using a workstation. A Web session is commenced on a Web site for the client computer of the customer, wherein the Web session includes displaying a first Web page to the customer. A telephonic interaction is commenced between the customer and the customer service representative and a split screen is displayed on the workstation. The split screen including the first Web page and a second Web page, wherein the second Web page is only viewable by the customer service representative. An application is caused to be moved from the second Web page to the first Web page for review and interaction by the customer via the client computer.

Methods for simultaneous interaction on a web page by a customer and customer service representative

A method for enhancing interaction between a customer and a customer service representative of a company is provided. A graphical user interface (GUI) of a windows control tool is displayed. A type of an interaction between the customer and the customer service representative at a computer operated by the company is determined. One or more applications associated with the type of interaction are launched based on a predetermined display layout associated with the type of interaction. One or more application windows corresponding to the launched applications are arranged on a screen based on the predetermined display layout associated with the type of interaction. The windows control tool is configured to control the one or more application windows based on customer service representative's input. The GUI of the windows control tool displays a plurality of window objects corresponding to the one or more launched applications.

Computer desktop flexible layouts

A method of integrating electronic data including integrating a desktop such that the desktop includes information received from various sources. The information displayed may be analyzed by a business rule to prioritize what information is included in the desktop, and the information may include data from databases, recent member activities, planned future actions, and recommended future actions. The method also includes the ability to integrate and/or aggregate various data sources, such as databases. The combination of the data sources may be performed according to one or more business rules.

Systems and methods for integrating, aggregating and utilizing data from a plurality of data sources

A computer-implemented method and system for automating electronic content delivery of predictive information to a customer service representative of a company. A first customer data set is entered in the computer system for identifying a customer. Displayed on a first desktop on a representative's computer system is information related to the customer which may include purchased company products and services of the customer based on the first data set. A second data set is entered in the computer system by the representative contingent upon interaction between the representative and the customer. Perform predictive analytics upon at least a portion of the first and second data sets to determine predictive information relevant to the customer. Display on a second desktop on the representative's computer system the predictive information for review by the representative during an interaction with the customer.

Automating content and information delivery

A computer-implemented method for providing performance information related to a customer service representative. A processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.

Providing aggregated statistical information relating to customer representative's performance

A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative's computer.

Systems and methods for electronically predicting future customer interactions

A computer method and system for disseminating computerized content via an scratchpad application in which data is received at a computing device, preferably via user input. The data is displayed on the computing device, via the scratchpad application, and a subset of the data is identified which is to be copied and disseminated. A second application is identified that will receive the data subset such that at least a portion of the data will be imported to the second application.

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Helotes, TX, United States of America

David W Roberts