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:
Jan. 03, 2023
Filed:
Aug. 31, 2018
Uipco, Llc, San Antonio, TX (US);
Yuibi Fujimoto, Helotes, TX (US);
Michael James Waldmeier, Helotes, TX (US);
Gage Robert Lynch, San Antonio, TX (US);
United Services Automobile Association (USAA), San Antonio, TX (US);
Abstract
Disclosed herein are systems and methods capable of establishing a communication session between a customer and an analyst. The contents of the communication session are analyzed to make recommendations of goods and services to the customer. Otherwise, the communication session may be redirected from one channel, for example, chatting to another channel, for example, voice call, to another analyst. The customer's information and the communication session details are retained, and provided to another analyst before the customer is redirected. Such systems, apparatuses, methods, and computer program products use real-time machine learning scoring algorithm to determine which analyst the customers should be transferred to, and thereby saving a lot of time for both the analysts and the customers, and significantly reduce misroutes by eliminating human errors.