United Services Automobile Association (usaa)

Jeffrey William Gallagher

Justin Leggett

Vijay Jayapalan

Minya Liang

Nathan J Rowe

Andrew P Jamison

Randal Lane Schnedler

Enrique A Tamayo

Elizabeth Guerrero

Brett Knight

Nicole Calderon

Wesley Purcell

Luis Mireles

Felisa Flores

David W Gaither

David Patrick Dixon

Kevin Kenneth Fiedler

Robert Wilson Barner

Richard Paul Proft

Craig Mason Bush

Matthew George Westerman

Michael C Nickel

Anantrachai Kaewlium

Dwayne Lamarr Bess

Harold Allan Brischke

Danny Dee Ellis

Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is eligible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquely skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction.

Systems and methods for integrating and conducting video sessions

Methods and systems described in this disclosure receive a request for assistance from a device associated with a user, launch a conversational virtual assistant on the device, determine at least one potential subject of the request based on information associated with the user and a tab or webpage from which the conversational virtual assistant is launched, receive a verification of the subject of the request, create a contact menu with options for receiving the assistance, and receive a selection of one of the options.

Conversational virtual assistant

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for an crowd sourced training of an artificial intelligence system. One of the methods includes generating a training set using the customer communication information. The method includes training an artificial intelligence system using the training set. The method includes extracting at least one conversation pattern using the artificial intelligence system. The method includes the actions of instructing a chat application to process the at least one conversation pattern.

Crowd sourced training of an artificial intelligence system

Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is elgible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquly skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction and a location of the device.

An example method of exchanging documents between users includes receiving a first document from a first client computer associated with a first user, associating the document with a collaborative workspace, and transmitting a representation of the collaborative workspace to the first client computer and a second client computer associated with a second user. The representation visually depicts the document in a shared environment. The method also includes presenting, on the first client computer and the second client computer, the representation of the collaborative workspace.

Collaboration system for customer service representatives

The present invention provides a system and method of managing Internet browser navigation. Software code designed to interact with and control the user's Internet browser is embedded into web pages made available to remote users by a web server. Embedded software code is read by the user's Internet browser upon loading a requested web page. Embedded software code directs the browser to store one or more attributes upon the remote user's computer system. Stored attributes may then be compared to attributes embedded within subsequently requested web pages to determine if the requested web page, or a corrected web page, should be displayed.

System and method of managing internet browser navigation

The present disclosure describes receiving a document from a customer. One or more embodiments include a memory and a processor configured to execute executable instructions stored in the memory to receive, in a one-way inbox account associated with a number of customer service representatives, a communication from a customer, wherein the communication includes a document and identification information associated with one of the number of customer service representatives, and transfer the communication from the one-way inbox account to an inbox associated with the one of the number of customer service representatives based, at least partially, on the identification information.

Receiving a document from a customer

Growing community of inventors

San Antonio, TX, United States of America

Jeffrey William Gallagher