State Farm Mutual Automobile Insurance Company

Ritesh Saraf

Jason Beckman

Jose Gonzalez

Eric Brown

Andrea Foster

Ivan D Hall

Michelle Delynn Adler

Josh Schumann

Billy Simonovich

Kevin Scott Lenz

Eric Skaggs

Nicole LeClair

Amit Gupta

Techniques described herein relate to inter-channel transfer at an automated contact center, in order to transfer communication sessions from a first channel to a second channel. In addition to channel transfer operations, communication session context data can be transferred from the first channel to the second channel and a communication session summary can be generated and provided to second channel devices. Furthermore, a communication session can be loaded in a second channel queue based on the communication session via the first channel.

Inter-channel context transfer intermediary

A computer-implemented method for dynamic, data-driven consolidation of user interface interactions requesting roadside assistance. The method includes identifying a data objective requiring user data, accessing user data, and determining whether the user data satisfies a confidence threshold. Based at least in part on the confidence threshold determination, one of a first data objective representation and a second data objective representation is displayed. A request for roadside assistance&#x2014;following satisfaction of the confidence threshold&#x2014;is also issued.

Dynamic data-driven consolidation of user interface interactions requesting roadside assistance

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Bloomington, IL, United States of America

Ritesh Saraf