United Services Automobile Association (Usaa)

Samir Hojat

Shanna Ruth Limas

Sheryl Lane Niemann

Philip Ryan Jensen

James Shamlin

Everett Russell Freeman James

Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.

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San Antonio, TX, United States of America

Samir Hojat