United Services Automobile Association (usaa)

Michael James Waldmeier

Yuibi Fujimoto

Gage Robert Lynch

John Luke Horgan

Disclosed herein are systems and methods capable of establishing a communication session between a user and an analyst. The contents of the communication session are analyzed to make recommendations of goods and services to the user. Otherwise, the communication session may be redirected from one channel, for example, chatting to another channel, for example, voice call, to another analyst. The user's information and the communication session details are retained, and provided to another analyst before the user is redirected. Such systems, apparatuses, methods, and computer program products use real-time machine learning scoring algorithm to determine which analyst the users should be transferred to, and thereby saving a lot of time for both the analysts and the users, and significantly reduce misroutes by eliminating human errors.

Systems and methods for cross-channel communication management

Disclosed herein are systems and methods capable of establishing a communication session between a customer and an analyst. The contents of the communication session are analyzed to make recommendations of goods and services to the customer. Otherwise, the communication session may be redirected from one channel, for example, chatting to another channel, for example, voice call, to another analyst. The customer's information and the communication session details are retained, and provided to another analyst before the customer is redirected. Such systems, apparatuses, methods, and computer program products use real-time machine learning scoring algorithm to determine which analyst the customers should be transferred to, and thereby saving a lot of time for both the analysts and the customers, and significantly reduce misroutes by eliminating human errors.

Methods and systems described in this disclosure are directed to electronically generating narratives and tracking a user's actions in responses to receiving the narratives. The disclosed system can rank narratives for effectiveness of a narrative based on the responses. In some embodiments, the narratives can be classified into categories based on criteria pertaining to user population data or user-specific data.

Methods and systems for electronic generation of narratives

Techniques are described for providing information during a service session, using an intelligent agent. The intelligent agent executes as a process to monitor communications exchanged during a service session between an individual and a service representative (SR) within a service environment. The agent analyzes the communications to identify questions or other topics that are posed by the individual during the service session. The agent retrieves stored data related to such questions or other topics, and generates a message to address each question or other topic. The message is injected into the service session to be presented to the individual, to supplement the conversation that is taking place between the SR and the individual. In some implementations, the agent monitors the communications, generates the message, and/or injects the message into the service session at least partly autonomously of any explicit action taken by the SR.

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Helotes, TX, United States of America

Michael James Waldmeier