United Services Automobile Association (usaa)

Verizon Patent and Licensing Inc.

Vijay Jayapalan

Eric J Smith

Charles Lee Oakes, Iii

Gregory B Yarbrough

Thomas Bret Buckingham

Bharat Prasad

Gunjan Chandraprakash Vijayvergia

John McChesney TenEyck, Jr

Minya Liang

Justin Dax Haslam

Ross Andrew Thiele

Sundar Rajan Padmanabhan

Manvinder Chopra

Greg Yarbrough

Maland Keith Mortensen

John Raymond Harris

Zakery Layne Johnson

Anthony Scott Farnsworth

Joshua Samuel Leonard

Robert Wilson Barner

Jerry Scott Beene

Frederick Eugene Diehl, Jr

Susan Blake

Michael Sjolander

Joshua S Kerr

Bipin Chadha

Jeffrey David Calusinski

Jim Bartlett

Mike Metaxas

Michael Kyne

Christine Marie Brown

Nathan J Rowe

Jeffrey William Gallagher

Enrique A Tamayo

Joel T Camarano

Elizabeth Guerrero

Felisa Flores

David W Gaither

Luis Mireles

Wesley Purcell

Nicole Calderon

Emily Margaret Gray

Debra Randall Casillas

Michael Patrick Bueche, Jr

David Alexander Lilley

Christopher S Trost

Matthew C Reedy

Judd Woehrle

Brad D Wells

Ruthie D Lyle

Kevin Kenneth Fiedler

Xiaodong Zhang

Mohammad Azam Khan

Eric Smith

The present embodiments relate to on demand generation of curated audio content. Responsive to initiation of an electronic communication by a client, audio relating to a client speaking to the operator can be processed to derive a series of insights relating to features of the audio. Previously recorded audio relating to the operator can be combined with a text-based script to generate audio content. The audio content can be modified using the series of derived insights. The modified audio content can include a series of disclaimers that are played back to the client. Generation of the modified audio content can be dynamically generated responsive to detecting a trigger that allows for on-demand generation of the modified audio content.

Recipient customized generative voice modeling

A system and method for tasks assistance using a learning module comprising a knowledge graph and associated graph neural network is disclosed. The system can represent data using a knowledge graph, and generate embeddings of the knowledge graph for detecting latent patterns in the data that may be obscured in a high dimensional representation of the data. The system can more readily detect fraud patterns and take appropriate fraud limiting actions.

Fraud detection using knowledge graphs

Techniques are described for real time monitoring and tagging of media content generated during a service session between an individual and a service representative (SR). Media content received during a service session may be dynamically tagged with one or more metadata tags during the service session, the tag(s) indicating portion(s) of the media content that potentially include sensitive information. Tagging may be based on a SR's gestures, clicks, keystrokes, mouse-overs, and/or other actions performed in a SR user interface (UI) during the service session. The media content may be redacted based on the tags to remove and/or obfuscate potentially sensitive information.

Dynamic tagging of media for service sessions

Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data such as communications from previous service sessions between service representative(s) and individual(s), and survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that combines a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network. Individuals can be clustered according to the metric(s) and/or other factors, and the cluster(s) can be employed for routing incoming service requests.

Learning based metric determination and clustering for service routing

Methods and systems described in this disclosure are directed to authentication of calling parties. The authentication of calling parties applies to simultaneous voice and/or data communications with multiple parties over multiple electronic mediums including a variety of electronic devices. A user can continue to maintain a data exchange session with a representative of an entity offering the goods or services of interest to the user across more than one user device. In some embodiments, a user can invite other parties in a multi-party call involving the user and the representative. Various embodiments for multi-party and multi-device authentication mechanisms are described herein. In some embodiments, the system calculates an estimated call waiting time for a user to speak with the representative.

Systems and methods for calling party authentication

Techniques provided herein relate to electronic data access requests. An access system receives at least one electronic data action request from a client. At least a portion of the data access authentication information is sourced from a secondary device connected to an intermediary device. The electronic data action request is authenticated based upon the data access authentication information.

Public authentication systems and methods

Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.

Methods and systems for multiple channel authentication

A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

Interaction effectiveness measurements

A system and method for publishing encoded identity data that uses at least biometric information as well as non-biometric identity and/or authentication data is disclosed. The system and method can be used for verifying a user's identity against the published encoded identity data on a distributed system, such as a distributed ledger or blockchain. Using this system, a user's identity can be verified efficiently by multiple parties, in sequence, or in parallel, as a user need only enroll in the verification process a single time. The system further includes a biometric enrollment sub-system that allows for a highly secure method of verifying a user based on unique biometric signals, such as features extracted from an audio voice signal.

System and method for enhanced trust

Methods and systems for routing multimedia traffic are described. A method may include receiving a communication originating from a user, transposing an alias transport network over one or more existing networks to route the communication, and routing the communication based on mapping rules.

Multimedia network transposition

Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is eligible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquely skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction.

Systems and methods for integrating and conducting video sessions

Systems and methods are provided for secure access to data actions. In one embodiment, secondary devices are identified based upon communicative coupling with a primary device. The secondary devices are registered as trusted devices for subsequent authentication.

Multi-factor authentication systems and methods

A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.

Database allocation and analytics for service call centers

Growing community of inventors

San Antonio, TX, United States of America

Vijay Jayapalan