The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 28, 2021
Filed:
Jan. 23, 2018
United Services Automobile Association (Usaa ), San Antonio, TX (US);
Michael Waldmeier, Helotes, TX (US);
Yuibi Fujimoto, Helotes, TX (US);
United Services Automobile Association (USAA), San Antonio, TX (US);
Abstract
Techniques are described for providing information during a service session, using an intelligent agent. The intelligent agent executes as a process to monitor communications exchanged during a service session between an individual and a service representative (SR) within a service environment. The agent analyzes the communications to identify questions or other topics that are posed by the individual during the service session. The agent retrieves stored data related to such questions or other topics, and generates a message to address each question or other topic. The message is injected into the service session to be presented to the individual, to supplement the conversation that is taking place between the SR and the individual. In some implementations, the agent monitors the communications, generates the message, and/or injects the message into the service session at least partly autonomously of any explicit action taken by the SR.