Walmart Apollo, LLC

Yao-Wen Shiu

Sairanjit Polepeddi

Dharani Prasad Pannam

Dinoop Dayanand

Matthew Joseph Coelho

Rajesh Kata

Hua Zhang

Nitin Bhalchandra Padalkar

Soubhagya Ranjan Chhotray

Kruti Pradeep Shah

A system including one or more processors and one or more non-transitory computer-readable media storing computing instructions configured to run on the one or more processors and perform generating an incident report for an incident request received from a user device of a user; sending an application program interface (API) request to a management platform for customer care to identify the user; assigning the incident report to an associate user interface of an associate device of an associate; retrieving a customer record associated with the user from a database of the management platform for customer care; populating the associate user interface with the customer record; automatically recording in real-time a new record of a present interaction between the associate and the user for the incident report; and transmitting the new record for storage in the database of the management platform for customer care. Other embodiments are disclosed.

Systems and methods for an incident management framework for user care

Growing community of inventors

San Jose, CA, United States of America

Yao-Wen Shiu