United Services Automobile Association (usaa)

Nicholas C Wheeler

Victor Kwak

Rachel Elizabeth Csabi

Zachery C Lake

Yogen Rai

Samantha Elizabeth Taylor

Hollie Ilene King

A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.

Call center data transfer system

A fraud detection system includes a source communication device associated with a source and a client device associated with a client to identify fraudulent calls to provide mitigating or remedial actions. The client device includes a memory that stores instructions and a processor that executes the instructions. The instructions cause the client device to monitor a wireless communication between the client device and the source communication device to identify a keyword, a combination of keywords, a context, and/or a topic of the wireless communication. Moreover, the instructions cause the client device to identify fraudulent detection characteristics of the wireless communication based at least in part of the keyword, the combination of keywords, the context, and/or the topic, identify the wireless communication as fraudulent communication based on the fraudulent detection characteristics, and identify and implement a remedial action based at least in part on a threshold of the wireless communication.

Fraudulent call monitoring

A system includes a client device including a processor, a telephony radio that supports telephony communications, and a data radio that supports data communications. The client device conducts, via the telephony radio, a call with a telephony service. Further the client device identifies a context of the call, identifies a subset of stored private data associated with the context of the call; and in parallel with the call, provides the subset of the stored private data, via a data radio, to a data service.

Parallel data provision

A computing device establishes communication with a financial institution communication device, and receives an instruction for a user to perform an action to authenticate the user. The action includes providing user-provided data indicative of a location. The computing device determines first location information based on the user-provided data. The computing device also determines second location information using a location sensor. The computing device authenticates the used based on determining that the first location information correlates to the second location information.

Systems and methods for fraud prevention

An electronic device receives operational data indicative of an operational characteristic of a vehicle from a sensor of the electronic device, a sensor of the vehicle, and/or images/videos captured by a camera. The electronic device determines that the vehicle has had a potential incident and a likelihood that the potential incident has actually occurred based on analysis of the operational data. The electronic device also receives risk management data associated with the vehicle from a database, and determines a severity level for the potential incident based on the operational data and the risk management data. The electronic device then sends a notification indicative of the potential incident based on the likelihood that the potential incident has actually occurred and the severity level for the potential incident to a third-party remote system (e.g., of a towing service, an emergency service, or both) to request assistance.

Systems and methods for integrated traffic incident detection and response

A customer service system that includes a customer device associated with a customer, an agent device associated with an agent, and a monitoring system. The monitoring system includes a memory that stores instructions and a processor that executes the instructions. The instructions, when executed by the processor, cause the monitoring system to monitor a conversation between the customer device and the agent device to identify a context of the conversation. Moreover, the instructions cause the monitoring system to identify a disclosure notice based at least part on the context of the conversation, in which the disclosure notice comprises an indication of a disclosure to be read in light of the context of the conversation. Furthermore, the instructions cause the monitoring system to provide the disclosure notice to the agent, by rendering the disclosure notice in a graphical user interface (GUI) of the agent device, monitor and evaluate a disclosure provision of the disclosure notice from the agent to the customer, and provide disclosure provision feedback regarding evaluation of the disclosure provision to the agent.

Disclosure quality assurance

Systems and methods are provided for dynamic routing of an automated telephony system. The automated telephony system facilitates functions desired by a caller, via an automated call with the caller. A machine-learning analysis system extracts data from the automated call, performs machine-learning via the extracted data to identify a likely motivation of the caller associated with the automated call, and provides the likely motivation to the automated telephony system. The automated telephony system then receive the likely motivation from the machine-learning analysis system and dynamically routes the automated call based upon the likely motivation.

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The Colony, TX, United States of America

Nicholas C Wheeler