State Farm Mutual Automobile Insurance Company

Richard J Lovings

Mark E Clauss

David W Thurber

Eric R Moore

Gregory Dwayne Carter

Duane Lee Marzinzik

Matthew Aaron Mifflin

Harsh Lalwani

Padmaja Uppaluri

Ryan Jewell

Matthew Eric Riley, Sr

J Lynn Wilson

Nicholas R Baker

Steven Joseph Balbach

A method for identifying entities may include, during a voice communication with a caller via a caller device, sending to the caller device a first voice prompt that asks the caller to identify a particular entity, receiving from the caller device caller input data indicative of a voice response of the caller, and analyzing the caller input data to determine a set of words spoken by the caller. The method may also include, for each segment of two or more segments of the set of words, determining a level of string matching between the segment and a corresponding segment in a record stored in a database, determining, and based upon the levels of string matching, a level of match certainty for the particular entity from among at least three possible levels of match certainty, and/or selecting, based upon the level of match certainty, a pathway of the algorithmic dialog.

Fuzzy matching for intelligent voice interface

A method provides identification of relevant caller dialog with an intelligent voice interface configured to lead callers through pathways of an algorithmic dialog including available voice prompts. The method may include, during a voice communication with a caller, receiving from the caller device caller input data indicative of a voice input of the caller, and determining, by processing the caller input data, that a first portion of the voice input is intended to convey caller information to the intelligent voice interface, and that a second portion of the voice input is not intended to convey caller information. The method may also include identifying relevant caller information by analyzing the first portion of the voice input without the second portion of the voice input, and storing the relevant caller information in a database and/or selecting a pathway through the algorithmic dialog based upon the relevant caller information.

Audio handler for intelligent voice interface

A method for responding to inferred caller states during dialog with an intelligent voice interface configured to lead callers through pathways of an algorithmic dialog may include, during a voice communication with a caller via a caller device, receiving from the caller device caller input data indicative of a voice input of the caller, and determining, by processing the caller input data, an inferred state of the caller. Determining the inferred state of the caller may include analyzing one or more characteristics, other than textual content, of the voice input. The method may also include selecting a pathway through the algorithmic dialog based upon the inferred state of the caller.

Emotionally aware intelligent voice interface

A method for facilitating reviews of caller interactions with an intelligent voice interface may include receiving raw voice data representing dialog between one or more callers and the intelligent voice interface during one or more respective voice calls, determining, by processing text translation of the raw voice data using one or more natural language processing models, one or more intents of the one or more callers during the one or more voice calls, generating one or more event labels indicative of one or more events associated with the one or more voice calls, and causing a user interface to be presented on a display device. The user interface may enable a user to (i) listen to the raw voice data, (ii) view the one or more intents, and/or (iii) view the one or more event labels.

Call review tool for intelligent voice interface

In a method for handling out-of-sequence caller dialog, an intelligent voice interface is configured to lead callers through pathways of an algorithmic dialog that includes available voice prompts for requesting different types of caller information. The method may include, during a voice communication with a caller via a caller device, receiving from the caller device caller input data indicative of a voice input of the caller, without having first provided to the caller device any voice prompt that requests a first type of caller information, and determining, by processing the caller input data, that the voice input includes caller information of the first type. The method also includes after determining that the voice input includes the caller information of the first type, bypassing one or more voice prompts, of the available voice prompts, that request the first type of caller information.

Intelligent voice interface for handling out-of-context dialog

An odometer verification method includes capturing an odometer image at a threshold date, calculating a first and a second mileage using OCR, determining whether the first and the second mileage match, and updating a user profile associated with the insurance policy. A non-transitory, tangible computer-readable medium stores machine readable instructions in a mobile computing device, that when executed by a processor, cause the processor to capture an odometer image at a threshold date, calculate a first and a second mileage using OCR, determine whether the first and the second mileage match, and update a user profile. A mobile computing device includes an image capture unit configured to capture an odometer image at a threshold date, perform a first and a second OCR, determine whether the first and the second mileage match, and update the insurance policy user profile of the vehicle.

Verifying odometer mileage using captured images and optical character recognition (OCR)

The devices, methods, systems and computer-readable mediums of the present disclosure provide automatic data collection for insurance rating purposes. In particular, a wireless transceiver device may be attached to a personal item of an insured individual. The wireless transceiver device may automatically trigger a mobile computing device to begin storing data related to use of the personal item when the mobile telephone is proximate the wireless transceiver device. The mobile telephone may periodically transmit the stored data to a remote server.

Wireless device to enable data collection for insurance rating purposes

Methods, systems, apparatus, and non-transitory media are described for verifying a vehicle's odometer mileage that is associated with an insurance policy. The described techniques include sending a notification to a mobile computing device requesting an update of the odometer mileage. The notification may be generated in response to the current date being within a threshold number of days prior to the insurance policy's expiration date. In response to the notification, a user may capture an image of the odometer with the mobile computing device, which may also include data indicative of the status of the mobile computing device. One or more optical character recognition (OCR) processes may be applied to the captured image to determine various odometer mileages. Aspects include verifying the odometer mileage when different OCR processes produce the same odometer mileage result and using the status of the mobile computing device to flag potentially fraudulent images.

The devices, methods, systems and computer-readable mediums of the present disclosure provide automatic data collection for insurance rating purposes. In particular, a battery powered Bluetooth device may be attached to a personal item of an insured individual. The Bluetooth device may automatically trigger a mobile telephone to begin storing data related to use of the personal item when the mobile telephone is proximate the Bluetooth device. The mobile telephone may periodically transmit the stored data to a remote server.

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Bloomington, IL, United States of America

Richard J Lovings