United Services Automobile Association (Usaa)

Richard Engle Moore

Hector Jaime Castillo

David Patrick Dixon

Stephen Michael Adamson

Authentication mechanisms are disclosed. For example, an enterprise associated number or a social security number (SSN) can be provided to enter a first level. Then, any one of a ZIP code number, a device identifier, a date of birth, and a portion of the SSN can be provided to access applications in the first level. Lastly, a PIN can be provided to enter a second level of the enterprise. Additionally, these authentication mechanisms can be added and/or changed. In the former case, if a user used a SSN to enter the mentioned first level, then a date of birth can be used to update an authentication mechanism. Alternatively, if a user used an enterprise number to gain such access, then part of the SSN can be used for the update. If the user wants to change the authentication mechanism, the date of birth can be used for the update.

Bank speech authentication

Activities performed by a client at a site of an organization are monitored and stored in an activity database. A call is thereafter received from the client at a telephone system of the organization, which performs an identification of the client. The identification is provided to a cross-channel router as a request for a prediction on where the call from the client should be routed, and the router indexes into the activity database based on the identification of the client to obtain the monitored activity of the client. The router employs predicting rules and the obtained activity to generate a prediction of client needs, and returns the generated prediction to the telephone-based system, which presents prioritized telephone prompts to the client according to the returned prediction to help in routing the call.

Systems and methods for routing cross-channel communications

Authentication mechanisms are disclosed herein that authenticate user access to enterprises. For example, either an enterprise associated number or a social security number (SSN) can be provided to the enterprise to enter a first level. Then, any one of a ZIP code number, a device calling/contacting number, a date of birth, and a portion of the SSN can be provided to access applications in the first level. Lastly, a PIN can be provided to enter a second level of the enterprise. Additionally, these authentication mechanisms can be added and/or changed. In the former case, if a user used a SSN to enter the mentioned first level of the enterprise, then a date of birth can be used to update an authentication mechanism. Alternatively, if a user used an enterprise number to gain such access, then part of the SSN can be used for the update. If the user wants to change the authentication mechanism, the date of birth can be used for the update.

Systems and methods for routing cross-channel calls

The present invention is directed to systems and methods of personalizing a self-service option for customers. Customers are identified at call inception and the self-service channel is personalized to tailor the caller experience based upon information specific to each customer. The systems and methods of telephone channel personalization is company/provider driven, which allows the provider to control and personalize the caller experience based on criteria set by the provider. The telephone channel personalization systems and methods determine what choices to present to the caller (i.e., in a speech self-service application&#x2014;what to say and how to say it). A personalized self-service channel reduces call time and enhances the caller experience and therefore is an attractive option for businesses utilizing a call-center model. The personalized self-service application caters to the needs of a particular customer and appears to the customer that the provider knows why they are calling.

Telephone channel personalization

Systems and methods for providing telephone prompts to a client based on web site activities of the client

The present invention is directed to systems and methods of personalizing a self-service option for customers. Customers are identified at call inception and the self-service channel is personalized to tailor the caller experience based upon information specific to each customer. The systems and methods of telephone channel personalization is company/provider driven, which allows the provider to control and personalize the caller experience based on criteria set by the provider. The telephone channel personalization systems and methods determine what choices to present to the caller (i.e., in a speech self-service application&#x2014;what to say and how to say it). A personalized self-service channel reduces call time and enhances the caller experience and therefore is an attractive option for businesses utilizing a call-center model. The personalized self-service application caters to the needs of a particular customer and appears to the customer that the provider knows why they are calling. This level of personalization optimizes and greatly enhances the caller experience, shorten call duration, and lessen the number of 'opt out to operators' selections&#x2014;leading to improved operational capacity for the self-service channel.

Growing community of inventors

San Antonio, TX, United States of America

Richard Engle Moore